Between May 2024 and March 2025, Hanover Scotland led an ambitious Test of Change project exploring how digital systems could complement traditional morning check-ins and telecare services.

Supported by Scottish Government funding, the initiative examined whether new technology-driven approaches could maintain the trusted reassurance residents rely on, while enabling more targeted, in-person support.

Wendy Russell, director of business support and transformation for Hanover Scotland, said: “We approached this project with a clear principle, technology must enhance, not replace, the human relationships at the heart of our services.

“What we have seen is that, when introduced carefully and supported properly, digital tools can increase confidence, improve communication and allow our teams to focus their time where it has the greatest impact.”

Morning calls remain a valued part of Hanover’s service model. However, they are resource-intensive, and not every resident requires the same level of daily intervention. The project set out to understand whether digital alternatives could retain safety and connection while improving efficiency.

Two systems were piloted during the project. Yokeru, an automated communication platform, was introduced to streamline repetitive workflows and support consistent resident engagement and information sharing.

Alertacall, a touchscreen device, enabled residents to complete a daily ‘OKEachDay®’ check-in, receive secure messages and request a callback where needed.

The results were clear. Across both systems, residents reported high satisfaction levels, with average scores of 4.4 out of 5. Alertacall users in particular described feeling safer, more connected and more confident in using digital technology within their homes.

For development managers, the impact was equally tangible. Both systems were found to be straightforward to use, with automation reducing routine processes and manual communication tasks.

Across the pilot period, the equivalent of several weeks of employee time was saved – time that could be redirected towards residents with higher or more complex support needs.

Wendy added: “Efficiency is not about doing less. It is about doing more of what matters. By reducing repetitive processes, our teams were able to spend more time face-to-face with residents who need additional support.”

The project also provided valuable learning for the wider housing and care sector. Early and consistent communication with residents and employees proved critical in building trust and confidence.

A phased approach to deployment, combined with practical training, helped ensure strong uptake and smooth implementation.

Clear internal escalation processes between housing teams and technology partners were also essential, ensuring issues were addressed quickly and residents continued to feel supported.

Building on the pilot’s success, Hanover Scotland will now integrate automation learning and communication functionality into its new digital telecare platform.

The organisation will also explore wider opportunities including telehealth integration, environmental sensors and AI-assisted wellbeing support, contributing to Scotland’s wider Digital Telecare programme.

Importantly, the Test of Change has shown that innovation and reassurance are not mutually exclusive. With the right approach, digital systems can strengthen safety, connection and independence while improving operational efficiency.