MedequIp Connect was established in July 2019, originally serving the Wirral community equipment services contract managed by Medequip Assistive Technology, with some 5,500 connections across the peninsula.
Originally a technician install, monitor and response service, Medequip Connect has grown and developed exponentially over the past few years. Today, the company is one of the leading names in Technology Enabled Care (TEC) services, with a fast-developing presence in proactive and preventative technology now enabling a truly person-centred approach delivering care in the right way and at the right time for each individual.
Natalie, how has the contact centre at Rawtenstall grown in recent years?
“From a standing start in 2019 with 5,500 connections, by the end of 2021 this had risen to 12,000 connections. Between 2022 when I first joined the business and 2023, we saw a 127% increase in business through the contact centre. Today, Medequip Connect has fourteen commissioned contracts, seven monitor-only contracts and a number of out of hours repair contracts, as well as a significant private pay offering.
In 2025, we managed 1.7M interactions into the contact centre. In addition, we are justifiably proud of twelve consecutive months where we have exceeded compliance with the quality standards framework moderated by the TSA (TEC Services Association, the industry and advisory body for Technology Enabled Care in the UK) with 97.5% of calls answered within 60 seconds.”
How has Medequip managed this rate of growth?
“Medequip has adopted a Workforce Management (WFM) system, creating a set of processes and techniques which we use to optimise productivity, scheduling and resource allocation. Using this strategic approach, we can make sure that the right people with the right skills are in the right place at the right time.
Our WFM uses historical data to factor in variables such as winter pressures and average call handling times. Adding in training and investment in the team gives us an excellent handle on predicted call volumes, taking any guesswork out of the equation. As we continue to grow as a business, we have a detailed understanding of our call data enabling us to resource correctly and keep the people who use our services safe at all times.”
How do you continue to support your team?
“We’re a sizeable team now, with 88 operators, nine team leaders, a team manager and a resource planner. In terms of development and support for the team, we operate a comprehensive four-week induction programme supported by the development of a knowledge base which keeps our operators safe from a TSA standard point of view. We also have a contact centre dedicated trainer joining us in June of this year to further enhance training quality.
Providing the service is a complex process for our operators, managing a range of different contracts, each with its own individual requirements in terms of triage questions, call handling pathways and onward referral systems. Our operators need to identify and follow the route according to the approved process of each individual contract.
These may operate with or without responder teams, may use a local UCR (Urgent Community Response) team or maybe even refer to next of kin in the first instance. It may be necessary for our operators to contact third party stakeholders, so the continuous investment we make in our people ensures quicker, better and more accurate responses.
All of our team leaders complete a leadership training programme as well as mental health, first aid and other training courses, and we operate an apprenticeship programme to support their individual development, with monthly one-to-one feedback opportunities. We provide training needs analyses for gaps in knowledge and believe in a continuous learning environment with our Training Academy, which focuses not just on training related to our contact centre operations but also training related to SHEQ and safeguarding issues.
Succession planning is an important facet too, with development plans for individuals and openings for progression. Five of our team leaders came into position through organic growth, as did three of our senior operational team, which gives us an excellent mix of home-grown talent and outside expertise.”
How about into the future?
“Although the business has grown quickly, we have all the necessary building blocks in place for future development, adopting an agile approach. This means that for the people who rely on Medequip Connect, we provide seamless, professional, accessible and reassuring services, maintaining the highest levels of quality in terms of service delivery and supporting their safety and independence into the future.”