_ (1) Wide Care Alarm Service's own guidance requires where there has been a fall a response should be provided within 30 minutes. During the time period when Mr Shepard was waiting for a response, there were two units available, However; one of the units was made up of only one person: The two person unit was engaged answering other calls in the 30 minutes following Mr Shepherd's alert one person responder unit was available to attend calls during this 30 minutes period but could attend a fall to provide assistance. Although the ambulance was contacted their response time was given as 4 hours_ This 50% reduction in responders available to answer calls may risk further deaths when a person has suffered a fall. Therefore, Wide Care Service is invited to consider its staffing levels and systems for providing cover. It is also invited to reconsider its policy regarding one person responder units when the injured person is already attended by someone else who may be able to assist; (2) The information that had been provided to the call handling centre by Wide Care Alarms about Mr Shepard and his family situation had been updated since 2015. On this occasion Mr Shepard was assisted by his son who himself had a visual impairment. Mr Shepard junior was struggling to see the difficulty his father was in. This is important information that may allow operators to prioritise calls andlor provide more complete information to the emergency services to allow them to accurately prioritise the call, Updated information about Mr Shepard was available to City Wide Care Alarms but had not been passed on to their third party call centre contractors. It would be helpful if the information could be updated when there is a significant change and Wide Care Alarms is invited to consider how this can be done