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High Brake House

High Brake House is a twenty-six bed residential care home located in Lancashire’s picturesque Ribble Valley. The home is owned and run by Mark Brierley and Hannah Townson, of Brierley Care, who have been in post for over ten years. In this time the Home has expanded in size and has developed to become one of the most highly regarded residential care services in the Clitheroe area.

Mark contacted Aid Call in April this year when their current Nurse Call system suddenly became unresponsive. The safety of his residents and staff was compromised without a working system so Mark was looking for a system that could be installed and integrated quickly. Nevertheless, he still wanted a quality replacement that would prove to be a valuable investment.

He commented, “When our existing system failed we had to find a replacement as soon as possible so we wouldn’t be left without the most fundamental product of the Care Home. We wanted a state of the art nurse call system and after doing our research we chose Aid Call for their professionalism, their product and their reputation.” Mark first called Aid Call’s Newton Abbot office on April 8 2015 to request a quote, this was supplied less than twelve hours later and the full install was completed in two weeks.

Once a quote has been accepted and an order placed, the reigns hand from the sales team to the customer service and installations department. Here the correct equipment is collated, the installation team is coordinated, and the payment or leasing terms are agreed.

Aid Call’s customer service and installation teams work closely with the client throughout the procurement process to ensure that the installation of all Aid Call Nurse Call systems goes quickly and smoothly. Scott Arnold, Aid Call’s Business Contracts Administrator, oversaw the installation at High Brake House, “Through early communications with Mark we were aware of the urgency of his installation and we worked hard to meet this request. A change in schedule on another site freed up our local project engineer and we managed to release the required equipment ahead of time, the other necessities were then processed as a priority.”

Mark explained what this meant for High Brake House, “The two week turnaround relieved a lot of pressure. It made us as owners greatly relieved as it meant our residents were without a nurse call system for the shortest period of time possible. The whole Aid Call team worked hard to ensure the project was completed as quickly as possible and they ensured we were kept informed throughout.”

He continued, “Everyone we came into contact with was professional and knowledgeable. They all made us aware of how best to contact them and made us feel very comfortable in doing so. They also checked in afterwards to ask how everything was going. In essence, the delivery of the product was very person-centred and you don’t get to use that term in business very much in my experience.”

After receiving guidance from Aid Call’s local Nurse Call specialist on what would be the most suitable configuration for the home, Mark chose the CP5000 system with accompanying ATX5000 call points. The staff and residents of High Brake House are already feeling the benefits of the new system, “It has enabled us to know where our care assistants are in the building so it has made the delivery of care more efficient and the additions such as pressure mats have made the provision of care safer. The residents feel safer because the products are easier to use and they like the style and design of the product.”

Proactive and client-focused customer service should be the drive of any business. Aid Call are increasingly proud of their customer service and installation teams with High Brake House proving to be one of many success stories.


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