Telecare
Kyndi Ltd are Medway Council's wholly owned 24-hour telecare providers based in the heart of Medway employing local people to look after the residents of Medway.
They install and monitor a range of Telecare and Assistive Technology solutions for both individuals and organisations.
They are regulated by the Telecare Services Association to make sure the services offered are of the highest standard.
Their dedicated team operates 24/7 X 365 days of the year to provide support and assistance.
Assistive technology (AT) refers to any device that is used to increase, maintain or improve a person's independence or reduce the risk to their wellbeing.
Used effectively, assistive technology can:
- Promote independence;
- Improve confidence;
- Help manage risks around the home and in the community;
- Support a person to remain living at home;
- Help with memory and recall;
- Support a person to carry out key tasks, such as making a cup of tea; and
- Provide reassurance to carers and family members.
Examples of Assistive Technology equipment include:
- Assessment Tools
- GPS Tracking Devices
Telecare is the term used to describe the range of equipment that can alert a call centre when, for example:
- A person falls; or
- A person leaves their home unexpectedly; or
- A person needs assistance.
Examples of Telecare equipment include:
- A personal alarm (pendant alarm);
- A falls alarm;
- A door sensor.
In addition to telecare, Kyndi provide several other services including Safe & Well calls. These calls provide reassurance with our team calling at a set time during the day, to check their wellbeing or even just to say hello and check that they're ok.
Telecare can be provided:
- As part of an Enablement service; or
- To support hospital discharges; or
- Alongside services to meet on ongoing care and support needs; or
- Independent from all of the above.
It is available to people who live in:
- Their own home;
- Rented accommodation (including Local Authority accommodation);
- Supported living;
- Extra Care;
- Shared lives placements.
The Kyndi Limited page on the Medway Council website has lots of useful information, as does the Kyndi website.
See: kyndi.co.uk.
All Kyndi staff have a wealth of product knowledge in relation to Telecare. For first-hand information and advice contact Kyndi directly:
Telephone: 01634 567999 opt 1
E-mail: servicedesk@Kyndi.co.uk
For information on costs for Telecare and assistive technology please call Kyndi staff on the number above.
Prices are reviewed annually every April.
Payments for all services can be made by monthly direct debit, quarterly invoice, card online or over the phone.
Where the need for Telecare has been identified through a formal assessment the local authority may provide funding (subject to current charging policy).
If the person has an existing (or developing) Care and Support Plan any Telecare that is provided to meet ongoing needs must be recorded in the plan.
Telecare should not be provided until an appropriate and proportionate assessment of need has been carried out.
Any social care practitioner can assess the need for Telecare as part of a needs assessment if they are confident to do so.
Social care practitioners can also request a Kyndi Advice and Assessment Officer to carry out an Assistive Technology assessment to support any other assessment and determination about the best way to meet or prevent needs for care and support.
To make these arrangements contact Kyndi directly:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
People who will be self-funding any Telecare should contact Kyndi directly to arrange an appointment:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
Webpage: Kyndi.co.uk
Social care practitioners should contact Kyndi directly:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
Healthcare professionals wishing to refer a person to Kyndi should do so via the relevant referral form
Targets for call monitoring and response times at Kyndi are provided by the industry regulator The TSA (Telecare Services Association).
All monitoring activity should be recorded in line with local recording requirements.
At such time when monitoring is no longer required it may cease.
Any Telecare that is part of a person's Care and Support Plan should always be reviewed as part of the statutory review of that plan.
In addition to statutory reviews, anyone using Kyndi can request a review of their current Telecare arrangements by contacting Kyndi directly:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
If anyone has a problem with their equipment, they (or their representative) should contact Kyndi directly to report the issue:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
Alternatively, they can press the red button on the pendant/lifeline alarm to put a call through to the control centre.
Depending on the nature of the fault, an appointment will be made for an Assessment & Advice Officer (AAO) to attend within a specific timeframe.
In some situations, an equipment fault will be automatically raised in the control centre by the call handling system. In these instances, a Kyndi staff member will contact the customer in order to establish if there is an equipment fault, and if there is, what the problem might be.
If equipment is no longer needed and needs to be returned, the person (or their representative) should contact Kyndi in the first instance:
Telephone: 01634 567999 opt.1
E-mail: servicedesk@Kyndi.co.uk
Kyndi will arrange the collection of equipment or alternatively advise of the best place to hand the equipment back.
Once the equipment is back with Kyndi, the final paperwork/invoice will be processed, and the account closed.
Note: If a review has determined that Telecare equipment is no longer required these arrangements should only be made when any alternative provision to meet needs is in place.
Last Updated: May 8, 2025
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