C-TEC’s powerful new Quantec Surveyor2 Cloud-based data management software has been installed at Croft House Care Home in Yorkshire.

With its capacity to generate reports on busiest shifts, call response times, most frequently visited rooms and more, the owners and managers of the facility, Victoria and Giles Bateman say that Surveyor2 has revolutionized operations at their family-run residential care home, recently rated outstanding in care by the Care Quality Commission (CQC).

Covering different time periods

Said Victoria Bateman: “Providing outstanding care is fundamental to our core values and we are constantly asking for feedback from our residents. One area we identified as being vital to our residents feeling safe in their environment is their use of our Quantec addressable call system. The ability to make a call to a carer for help and be responded to in a timely fashion is very important to them and therefore very important to us too.”

We’ve been able to monitor and analyze the use of our call system on a daily, weekly and monthly basis"

Since Surveyor2 was installed, we’ve been able to monitor and analyze the use of our call system on a daily, weekly and monthly basis. We can print a variety of reports, covering different time periods, so we can see which of our 29 residents are calling, at what times of the day and, most importantly, our response times to those calls. We can also see, via the user dashboard, all live call system activity so we are aware of any potential issues before they become a problem.”

Secure cloud-Based system

Minimum and maximum response times have been set for each type of call, via the KPI (Key Performance Indicator) settings facility, to allow us to pinpoint where we need extra staff at busy times or identify areas where further training is required. We can also see which residents require more time, again allowing us to plan and allocate staff in the most effective way.”

Reports highlighting how often individual residents call has helped us identify times when they feel more anxious and we have been able to address those concerns.” A secure Cloud-based system, Surveyor2 also allows email notifications to be sent to Croft House’s management team so they can monitor response times when not on site.

Recognizing areas of improvement

As the system has remote access capabilities and displays ‘real-time’, call, reset and room occupancy information, the senior member of staff on shift can view the status of all current calls and respond accordingly if a call is taking too long to be answered.

Our staff are all aware that we monitor response times and that they are accountable for their actions"

Says Giles Bateman: “Our staff are all aware that we monitor response times and that they are accountable for their actions. Teams and different shifts are rewarded for excellent response times and areas of improvement recognized. Overall the system allows us to feel confident that our residents are receiving timely help when they ask for it.”

Easy-To-Use addressable call system

Says Kelly Flaherty, Deputy Manager at the home: “Surveyor2 has proved invaluable to us in reassuring patients, their relatives and regulatory authorities that we are delivering the highest standards of care and, during future inspections, will provide vital evidence that we are responsive, effective and caring, that all our residents are safe and that our facility is extremely well led and organized.”

Surveyor2 is designed to work with Quantec, C-TEC’s powerful yet easy-to-use addressable call system. With its flexible call routing, multiple call levels and laptop programmable systems controller, the system can be tailored to suit the exact operational needs of any building.

Share with LinkedIn Share with Twitter Share with Facebook Share with Facebook
Download PDF version Download PDF version

In case you missed it

Water Plant Attack Emphasizes Cyber’s Impact On Physical Security
Water Plant Attack Emphasizes Cyber’s Impact On Physical Security

At an Oldsmar, Fla., water treatment facility on Feb. 5, an operator watched a computer screen as someone remotely accessed the system monitoring the water supply and increased the amount of sodium hydroxide from 100 parts per million to 11,100 parts per million. The chemical, also known as lye, is used in small concentrations to control acidity in the water. In larger concentrations, the compound is poisonous – the same corrosive chemical used to eat away at clogged drains. The impact of cybersecurity attacks The incident is the latest example of how cybersecurity attacks can translate into real-world, physical security consequences – even deadly ones.Cybersecurity attacks on small municipal water systems have been a concern among security professionals for years. The computer system was set up to allow remote access only to authorized users. The source of the unauthorized access is unknown. However, the attacker was only in the system for 3 to 5 minutes, and an operator corrected the concentration back to 100 parts per million soon after. It would have taken a day or more for contaminated water to enter the system. In the end, the city’s water supply was not affected. There were other safeguards in place that would have prevented contaminated water from entering the city’s water supply, which serves around 15,000 residents. The remote access used for the attack was disabled pending an investigation by the FBI, Secret Service and Pinellas County Sheriff’s Office. On Feb. 2, a compilation of breached usernames and passwords, known as COMB for “Compilation of Many Breaches,” was leaked online. COMB contains 3.2 billion unique email/password pairs. It was later discovered that the breach included the credentials for the Oldsmar water plant. Water plant attacks feared for years Cybersecurity attacks on small municipal water systems have been a concern among security professionals for years. Florida’s Sen. Marco Rubio tweeted that the attempt to poison the water supply should be treated as a “matter of national security.” “The incident at the Oldsmar water treatment plant is a reminder that our nation’s critical infrastructure is continually at risk; not only from nation-state attackers, but also from malicious actors with unknown motives and goals,” comments Mieng Lim, VP of Product Management at Digital Defense Inc., a provider of vulnerability management and threat assessment solutions.The attack on Oldsmar’s water treatment system shows how critical national infrastructure is increasingly becoming a target for hackers as organizations bring systems online “Our dependency on critical infrastructure – power grids, utilities, water supplies, communications, financial services, emergency services, etc. – on a daily basis emphasizes the need to ensure the systems are defended against any adversary,” Mieng Lim adds. “Proactive security measures are crucial to safeguard critical infrastructure systems when perimeter defenses have been compromised or circumvented. We have to get back to the basics – re-evaluate and rebuild security protections from the ground up.” "This event reinforces the increasing need to authenticate not only users, but the devices and machine identities that are authorized to connect to an organization's network,” adds Chris Hickman, Chief Security Officer at digital identity security vendor Keyfactor. “If your only line of protection is user authentication, it will be compromised. It's not necessarily about who connects to the system, but what that user can access once they're inside. "If the network could have authenticated the validity of the device connecting to the network, the connection would have failed because hackers rarely have possession of authorized devices. This and other cases of hijacked user credentials can be limited or mitigated if devices are issued strong, crypto-derived, unique credentials like a digital certificate. In this case, it looks like the network had trust in the user credential but not in the validity of the device itself. Unfortunately, this kind of scenario is what can happen when zero trust is your end state, not your beginning point." “The attack on Oldsmar’s water treatment system shows how critical national infrastructure is increasingly becoming a target for hackers as organizations bring systems online for the first time as part of digital transformation projects,” says Gareth Williams, Vice President - Secure Communications & Information Systems, Thales UK. “While the move towards greater automation and connected switches and control systems brings unprecedented opportunities, it is not without risk, as anything that is brought online immediately becomes a target to be hacked.” Operational technology to mitigate attacks Williams advises organizations to approach Operational Technology as its own entity and put in place procedures that mitigate against the impact of an attack that could ultimately cost lives. This means understanding what is connected, who has access to it and what else might be at risk should that system be compromised, he says. “Once that is established, they can secure access through protocols like access management and fail-safe systems.”  “The cyberattack against the water supply in Oldsmar should come as a wakeup call,” says Saryu Nayyar, CEO, Gurucul.  “Cybersecurity professionals have been talking about infrastructure vulnerabilities for years, detailing the potential for attacks like this, and this is a near perfect example of what we have been warning about,” she says.  Although this attack was not successful, there is little doubt a skilled attacker could execute a similar infrastructure attack with more destructive results, says Nayyar. Organizations tasked with operating and protecting critical public infrastructure must assume the worst and take more serious measures to protect their environments, she advises. Fortunately, there were backup systems in place in Oldsmar. What could have been a tragedy instead became a cautionary tale. Both physical security and cybersecurity professionals should pay attention.

What Are The Positive And Negative Effects Of COVID-19 To Security?
What Are The Positive And Negative Effects Of COVID-19 To Security?

The COVID-19 global pandemic had a life-changing impact on all of us in 2020, including a multi-faceted jolt on the physical security industry. With the benefit of hindsight, we can now see more clearly the exact nature and extent of that impact. And it’s not over yet: The pandemic will continue to be top-of-mind in 2021. We asked this week’s Expert Panel Roundtable: What have been the positive and negative effects of Covid-19 on the physical security industry in 2020? What impact will it have on 2021?

Expert Roundup: Healthy Buildings, Blockchain, AI, Skilled Workers, And More
Expert Roundup: Healthy Buildings, Blockchain, AI, Skilled Workers, And More

Our Expert Panel Roundtable is an opinionated group. However, for a variety of reasons, we are sometimes guilty of not publishing their musings in a timely manner. At the end of 2020, we came across several interesting comments among those that were previously unpublished. Following is a catch-all collection of those responses, addressing some of the most current and important issues in the security marketplace in 2021.