For several months, the program works in Moscow "panic buttons." While it covers only 400 elderly subscribers, but by year's end emergency communications with the control station will provide 15 thousand veterans. Pressure, heart, leaking faucet or just razduharilis young people under the windows — the operators of the new call-center are equally sensitive to any signals.
Moscow House of veterans of wars and armed forces. Here, in one of the rooms, turned the main headquarters of the social controllers. It is thanks to them that the elderly no longer have to keep in mind with ten rooms. On the form of a "panic button" — the usual "babushkofon" with larger keys. The difference — in the stuffing. Referring to the rough surface of «SOS», after a few seconds a person hears a smooth voice, "What is your emergency?"
On the operator's monitor (software control tower as much involved in the Russian space corporation instrumentation and information systems) appears all the necessary information about the caller: name, address, medical report on the results of the general survey, the names and contact caregivers, neighbors, social worker. In the future, as told to "Rosbaltu" chief center of home care of veterans Nicholas Pokidyuk, be merged database Houses and CSO. According to him, it "will be more responsive" to the complaints of callers about the broken washing machines, say, or the need to install handrails in the bathroom.
The "Guardian", developed by the Russian Space Corporation instrumentation and information systems
"Traded on various occasions, — Explains Pokidyuk. — From dizziness and temperature to a faulty phone. Stomach sick forth water, turned off the light, something else happens — we do not limit the list of veterans occasions on which our managers will communicate with them. For each request, even though it may seem absurd to listen carefully. "
One button — the answer to any question at any time of the day: flooded neighbors could smell gas, woke up from the hubbub of dethroning the windows of young people. In the latter case, the operator calls the police. Burst pipe — detail inquires about the state of emergency, transmit information to the management, the chief dispatcher, in turn, is a management company that serves the subscriber's home, it finds the master, engineer or director, reported on the problem and following the progress of its elimination. Medical questions operators redirect or an ambulance, or in the district hospital. If the veteran at home need to consult a specialist — a surgeon, ophthalmologist, Laura, hold it for him. Need urgent help — cause Brigade "03."
"One "first" came to the apartment and could not get, — Recalls Pokidyuk. — Then called Emergency additionally, opened the door: the patient lost consciousness. Saved. "
But a single ring is not limited to participation manager ever: he calls back to the client learns quickly the doctor responded to the call that said and done, that advised on the results of the inspection. The majority of call-center operators (there are in the state — 24) — Secondary medical education. Head of service — a doctor. In addition, the center has a psychologist who takes the most complex signals.
The most difficult — and, unfortunately, a lot — not related to the household or medical troubles. Many veterans click «SOS», when desperate in trying to find in our huge city at least someone who would listen to them and hear. "Quality of life — a complex concept, — Says the head of the emergency center Sergei Samodumskaya. — As soon as a man loses physical activity, narrows his circle of communication. If you live high — he did not come down. Diseases do an impossible task elementary — to go into the yard. And when physical capabilities are limited outside the apartment, he is completely alone. The desire to speak out is perhaps the most important. "
"Many lives behind a rich, interesting and informative. And then — the castle, — Continues Samodumskaya. — And our dispatchers on duty sometimes for an hour talking with veterans — just talk: about life, about the war, about the weather. For us, social beings, it is as important as air and food. The quality of life in this sense is changing dramatically. "
"Panic Button", even though the conversation, of course, is not about that program participants provided at no charge. However, direct cellular each of them until he pays. Price per minute under the current corporate rate — 10 cents. The average monthly communication costs 30 rubles. Some subscribers, according to Nicholas Pokidyuka, concerned about this. So now the city is negotiating with mobile operators. It is assumed that the bill will be shared, the costs will take on Moscow's budget, but it will be possible to use the services only within the network: friends and acquaintances have a personal phone call.
Over time, the authorities are planning to purchase for elderly people more perfect devices — Trackers with JPS-navigation. "Memory is not improving with age. Some people forget where they went and how to get back home. For them, we allow for the purchase of devices that will be periodically sent to the control room coordinates customer location, — Says Pokidyuk. — This miniature device (less than the smallest number), which can be hung around the neck. There is also a button «SOS», programmed in our center, but pressing it, a man not only transmits an alarm signal, but also reports its coordinates. "
"The main task — to ensure the availability of social support for the largest possible number of those in need of elderly people. Then by all means, including technical, good, — Commented innovations gerontologists, head of the foundation, "Good cause" Edward Karyuhin. — I have seen such devices in the elderly, for example, in America, where he studied gerontology. I was shown how to operate the sensors, how to use them and how to respond to calls of service monitoring. In the U.S., these systems are almost all home care agencies. We had just come to this. "
But in general, according to the expert, moving in the right direction. The only thing that confused him, because it is a relatively small coverage of the elderly Muscovites feedback. "The need for such assistance — an enormous, — Notes Karyuhin. — And it raises the question of attracting private capital investment and resources to community organizations. "
According to the director of the Institute for training and retraining of managers and specialists of the system of social protection of the population of Moscow, Professor Evdokia Kholostova in Europe, 60% of social services in the private sector, we have — less than 1%. However, the Moscow authorities this way today seems the most attractive: in no other market conditions.
Appropriate changes to the legislation were made in April 2011. "A
nother thing, the market formed today or tomorrow, — Emphasizes Kholostova. — It will take at least several years. And if by 2016 the private sector will expand to at least 15%, this will be a great achievement. "