Trieste, 14 June 2012

1. THE ROLE OF PRIVATE OPERATOR IN HOME TELECARE Michela Flaborea, CEO Tesan-Televita Srl Trieste, 14 June 2012

2. THE ROLE OF PRIVATE OPERATOR In health care the role of “private operators” is clear: partner and accredited supplier for Public Body in co-design and management of services. In social and health care services, at least in Italy and in FVG, the role of “private operators” is defined only in a partial way.

3. THE ROLE OF PRIVATE OPERATOR In Friuli Venezia Giulia Region, the Regional Law 6/2006 transposes the National Law 328/2000 (The first Law on social services framework), and identifies private entities as: THIRD SECTOR (NON-PROFIT): • SOCIAL COOPERATION • VOLUNTARY ASSOCIATIONS • ASSOCIATIONS OF SOCIAL PROMOTION • RELIGIOUS INSTITUTIONS «Participate in the planning and design services» PRIVATE PROFIT « It contributes to the planning and design services»

4. THE ROLE OF PRIVATE OPERATOR The means of 'participation' and 'competition' are different (tables programming, testing, agreements ...), but the main role of the “private operator” is still the provider of servicesthrough the tenders (attending a path accreditation in the welfare and social health)

5. THE ROLE OF PRIVATE OPERATOR • Home Care service in the “private sector”, through its various components, is present with a significant role • Today the majority of home care services for vulnerable people (elderly, disabled, children, people with mental health disorders) is co-designed and managed by private entities • For the Public entities, the private operator is fundamental for the planning, co-design and control

6. WHY PRIVATE OPERATOR ? • More efficient and less bureaucratized (not necessary more effective ..) • Fastand more flexible in terms of organization, training, operational activities • Not expensive • It is an obvious choice (regulatory constraints on the personnel policies of Public Bodies)

7. PRIVATE COMPANY PRESENTATION • Tesan-Televita is a private company founded in 1992 through the partnership of: • Operates on behalf of Public Bodies: • in Telecare and Tele-health sector • manages telematic services for elderly and frail people • CertifiedISO 9001:2008 for Telecare, Teleaid, Telecontrol, Tele-healthservices, Call Contact Centres • Code of Ethics and Organizational Model (D.Lgs 231/2001) • Makes part of TBS Group (www.tbsgroup.com), one of the leading European companies providing services for the public and private health sector in:e-Health & e-Government

8. PRESENCE IN THE REGION Tesan-Televita is present in FVG Region with 4 interconnected Call Contact Centres

9. COMPANY MISSION • Develop models and projects promoting health and wellness for elderly/frail people • Provide preventive health care and assistance to vulnerable persons through dedicated services • Promote the stay at home for frail people and ensure the provision of specific services • Test innovative systems and technologies to support Public services • Be a constant and reliable reference point for frail people assisted and social/health operators • Facilitate citizens' access to social/health services

10. STRENGTHS • Vocation and social culture:at the center the person with own needs which must be heard, understood and decoded • Networking: willingness and ability to network and build alliances with other local welfare organizations • Coordination and operational integration of various operators, both public and private, facilitating the communication flow and problem-solving • Professional skill of human resources: invest in qualified personnel, constantly formed and stably framed • Local presence (4 Call Contact Centres in the capitals FVG) • Ability to design and manage tailored services to respond the needs of organizations: Social telephony, Telecare, Tele-aid, Telemedicine, Domotic/home automation

11. EXPERIENCES: TELE HOME CARE • Tele-aid: management of the emergencies at home through a panic-button. Alarm service is guaranteed 24/7 by specialized Contact Centres. A dedicated software with informatic personal folders organizes health and social informations • Tele-control: personalised and constant telephone contacts against social exclusion. It is useful for controlling technology too. Supportfrailpeople: • Psychological, emotional aid, avoiding states of depression • Safety and security at home 24 hours 24 • Social inclusion • Emergencies • Monitor and prevent situations of personal risk Provide government support for: • Guarantee a not binding home care service • Reduce premature or improper institutionalization • Contribute to the rationalization of public resources

12. EXPERIENCES: FVG TELECARE CAMPAIGN To raise awareness on the service, the FVG Region has launched a new information campaign of Tele-care service “SAFE AT HOME” through the media and with the participation of a testimonial, the national actress Ariella Reggio L.R. 26/07/1996 n. 26

13. EXPERIENCES: TELECARE 2010-2011

14. EXPERIENCE: TELEMEDICINE PROJECTS • 2001 – 2003: Integration Model between hospital and territory; telemedicine for elderly/chronic patients (M I T T) Ministry project “Finalised Research” (Regions: Veneto – Lombardy – Friuli Venezia Giulia) 2004: the service started in ASS 4 Udine District: 200 users, 10 GPs • 2004 – 2006: First experience in regional Tele-healthprojectusingwristband to record vital parameters (heart rate, respiratory rate). 80 users, 200 ECG reffered.

15. EXPERIENCE: TELEMEDICINE PROJECTS • 2005 – 2006 • European Project Interreg IIIB – “Qualima”. Mainservices: socializzation, telemonitoring of vitalparameters, transportcoordination. Executed inFVG Regiontogether with ASS 3 Alto Friuli; 20 users, 10 ECGsreffered, 280 trasportations • 2008 - 2009 • Telemed System covers innovation in the field of social and health care assistance. It was developed with Teorema, the Cardiology department of the University Hospital of Trieste and then taken up again in 2011 also with the Cardiovascular Centre of A.S.S.1

16. EXPERIENCES: DREAMING PROJECT • May 2008 – April 2012 • DREAMING brings together a set of services which allow to extend the independent life of elderly while providing them high level of safety and offering a way of staying in touch with their loved ones • Monitoring and Alarm Handling services • Elderly-friendly videoconferencing services • Non-ICT based services • DREAMING services facilitate the management of chronic conditions in a home environment reducing the need to use the resources of acute hospitals to a bare minimum. • 7 different European countries involved • 350 users: 175 Telemedicine; 175 control group • Tesan-Televita: • Project Coordinator • Contact Centre for Italy/Trieste www.dreaming-project.org

17. OFFER: FVG-CALL CONTACT CENTER Call Center FVG Region A unique number to: • Provide information and orientation to social and healthy structures, services, interventions • Book healthcare services • Support prevention activities and healthcare promotion in FVG Region (screening, informational campaigns, prevention programs) 40dedicated personnel 75,000 calls managed (each month) 51,000 bookings (monthly average)

18. EXPERIENCES: AMALIA PROJECT NEVER ALONE: Amalia Project faces elderly loneliness, searching for alone people. A personalised telephone contact constantly monitors their psycho-physical state. Amalia prevent risky situations, promotes healthy habits and socialization collaborating with public institutions and culture entities. 1,100 persons currently assisted in province of Trieste by Televita on behalf of Local Health Authority n. 1 - Trieste

19. EXPERIENCES : GLOBAL SERVICE Global Service is a set of different kinds of home care services provided by local social cooperatives to give home assistance and help to elderly citizens. The service is carried out on behalf of the Municipality of Trieste and is provided to 600 people. Offers personal assistance, home cleaning, food preparation and delivery at home, drug delivery, etc. The user is fully “global serviced” taking care of all its needs. Televita guarantees the Information Centre, “in the middle” of all the different services, managing communication flows and operational coordination.

20. EXPERIENCES: TAILORED THERAPEUTIC PROJECTS Televita has tuned an integrated web software to manage Tailored Therapeutic Projects (TTP) of frail people. An innovative appliance to face the complexity, with a 24H Call Contact Centre that supports coordination between different subject . TTP offers intermediate evaluation of single cases using indicators linked to pharmacological therapy, social environment, interpersonal relationships, work and professional training and costs. Currently the service is provided to Mental Health Department of Local Heath Authority n.4 – Udine, but the model can be exported to other kinds of frail people

21. WORK IN PROGRESS The technology is always in evolution and its usage allows to offer high quality services at affordable cost The focus of Tesan–Televitais the study and technology use to create services that can reduce welfare costs and make life easier for the elderly Currently the following systems are under the study: Mobile Teleaidservices with georeference Teleaid with voice control Voice control for home automation for patients with serious diseases Telemedicine & Telemonitoringsystemsevolution