In our latest blog series, we spoke to Gary Baillie, Head of BR24 & Assistive Technology Development.
Gary leads a dynamic team focused on monitoring telecare to ensure tenant wellbeing and safety, whilst exploring new and innovative technologies that could empower individuals to continue to live independently at home. Currently studying for his Master’s degree in Scotland’s first 'Leading Digital Transformation for Health and Social Care Scotland' course at Edinburgh University, Gary shares insights on his teams’ efforts, provides updates on recent successes, and walks us through exciting future plans.
Q: Can you give a brief introduction to yourself and the team you work with?
A: I'm currently Head of BR24 & Assistive Technology Development at Bield. Our team is responsible for monitoring Bield tenant emergency alarm calls and out-of-hours repairs, while also supporting external partnerships.
As of 2024, BR24 supports over 18,000 telecare users and 40,500 properties for out-of-hours emergency calls. We operate 24/7, managing an average of 2,800 calls per day. Key team members include Catriona Dougall, our Operational Service Co-ordinator, and Victoria Wilson, our Commercial and Partnership Officer. We also have our dedicated Team Leaders supporting our Emergency Call Handlers, who are the backbone of the service.
BR24 is always striving to be at the forefront of innovation, working on projects from path-finding for digital alarm monitoring to exploring proactive telecare and a "right tech at the right time" approach across our communities.
Q: What sets Bield apart in terms of other housing associations?
A: I believe what truly sets Bield apart is our commitment to ensuring our tenants have the freedom to make their own choices and live as independently as possible. Our focus is on delivering the right service at the right time, placing tenants at the heart of everything we do.
Through innovative tests of change, such as proactive telecare, and preventative AI technology, we are exploring how we can work with our tenants on a more personalised journey. The AI technology can help us ensure that those who are on a supported journey receive the right services at the right time, reducing their reliance on traditional public healthcare services. Our approach to embedding technology within our services, particularly through our independent living model, will define our service offering and ensure our tenants have the right support and the right tech, at the right time.
Q: What has been happening within your team recently? Can you highlight any positive successes?
A: We recently won the Transformation Award at the UK ITEC awards for our 'Inspire' project. This project demonstrated the tangible benefits of proactive telecare, reducing ambulance calls by 75% and A&E visits by 68%.
We've also made significant strides with our TAPPI initiative, bridging the digital divide among our tenants. Over 492 tenants are actively participating in our Digital Hub, which is reshaping digital engagement and inclusivity for the ageing population. Bield’s TAPPI project won the Technology Enabled Independent Living Award at this year’s Digital Health and Care Awards, demonstrating the positive impact to our organisation.
Currently, we're working on implementing our findings from Inspire and TAPPI into our regular operations, exploring innovative ways tech and monitoring can support independent living at home.
Q: The housing sector can have many challenges. Can you discuss any recent hurdles and how you have overcome them?
A: A significant challenge has been ensuring that our digital tools and technologies are not only accessible but truly beneficial to our tenants. Many people can be hesitant about new technology so we've focused on exploring how we can overcome barriers and ensure the right information is provided.
Through our TAPPI initiative and proactive telecare projects, we've involved tenants directly in co-producing solutions by listening to their needs and providing hands-on experiences.
Q: What are the future plans for your team? Are there any new projects or initiatives you hope to roll out or start on the horizon?
A: We're excited about implementing the TAPPI learnings across Bield, embedding these principles into our strategy. This includes expanding our Tech Hub activities and developing a menu of services for both Bield tenants and external partners.
We're also exploring more advanced technologies, such as AI-driven predictive analytics, to enhance our proactive care offerings. Perhaps most exciting is the evolution of our call handling platform. We're looking to implement a system that not only supports our current services, but also ensures our offerings are future-proof, allowing integration with our housing and social care systems. This will result in a comprehensive, wrap-around service for our tenants and external partners. Watch this space over the next few months – it's going to be exciting!