Contact&Connect: Post Reablement Contact

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Contact&Connect: Post Reablement is an innovative solution that uses the automated telephony approach to streamline the reablement process and improve the care and support provided to service users after they leave hospital. 

The service is specifically designed to help users regain their independence and confidence following an illness, injury, or surgery – the platform achieves this through regular, scheduled contact designed to help local councils understand an individual’s needs after receiving hospital care.

The service provided by Contact&Connect is crucial to ensuring that service users receive the support they need to adjust to their new circumstances – by monitoring their progress, councils can take proactive measures to guarantee that they receive the right level of care and support, preventing hospital readmissions and, ultimately, allowing for continued independence and enhanced quality of life.


Ongoing contact with service users whose care packages have ended

Crisis prevention & a more proactive, personalised approach

Reducing presentation back to primary care & acute settings 

Regular contact helping people feel supported & ‘in the system’

Addressing key Care Act areas: falls, medications, hygiene, food/drink, dressing

Integrated alerts if people have fallen or have medication issues

Reduced social isolation

Ability to manage expectations around follow up responses if required

Service co-designed with local authorities & their health/care partners

High levels of customer engagement with calls & SMS

Hospital Avoidance

Reduced GP Attendance

Reduced time spent on reporting & tracking patients

Signposting to information & community services


Gateshead Council ASC team has around 2,000 service users coming through the reablement pathway every year. Working as part of a council collaboration using automated telephony to support service delivery, they co-designed a post-reablement service, aiming to better support both service users and the reablement team. Gateshead also created a simple script to ensure people remain safe and well at home, specifically that they are able to wash, dress, make their food, take their medication, that they have not fallen, and other key questions.

Contact&Connect calls these service users on a fortnightly basis and acts as a post-reablement ‘safety belt’ to support them as they regain their independence. Critically, where people identify issues, they are swiftly addressed with the aim of reducing hospital readmission and the resulting cycle back into reablement. All data and feedback, including where there is no response, is available immediately via an easy to access dashboard with an inbuilt configurable alert system.

Additionally, Contact&Connect undertakes a separate call (or sends an SMS message) on the 90th day post hospital discharge to report on where service users are to support ASCOF reporting. Moreover, ‘Contact&Connect: 90 Day Reporting’ is also available as a stand alone service.

Co-designed in partnership with Gateshead Council