The Careline service will close on 1 August 2026.
We understand this news may be worrying to existing Careline users, but please be assured that protecting vulnerable people remains our top priority, and we will provide personalised support to help people transition safely to an alternative provider if they wish, to ensure there is no gap in service.
Nothing will change before this date, and your Careline alarm will continue to work as normal until 1 August 2026.
Why we have made this decision
This has been a very difficult decision.
Over time, the cost of running the service has increased, and there are now fewer customers using Careline. This means the service is no longer able to cover its running costs and cannot continue in a sustainable way.
We want to reassure you that this decision is not about the quality of the service or our staff. We are very proud of the support Careline has provided over the years.
Earlier this year, we asked people for their views on the future of Careline. This helped us understand what matters most to our customers and how to make sure people continue to get the support they need.
Find out more about the results of the consultation.
Help and support
A member of the Careline team will contact you in the next few weeks to talk through your options and help you move to another provider of your choice, without any break in support. We are also happy to speak to your family or to someone you trust about this change if you would prefer.
If you need help to access information, or if you would like to speak to us sooner, please get in touch and we will be happy to help. You can reach us on 0300 303 3378 or by emailing queries.careline@chesterfield.gov.uk
Alternative providers
Please find below some information about the two companies that we are aware of, who will offer a 24/7 falls response service in the Chesterfield locality, and may be suitable for you.
Please read this information and think about which provider will best meet your needs. They will be happy to answer any questions you may have.
Medequip Connect
- Offers a telecare monitoring service
- Offers a 24/7 falls response service
- Your current Careline equipment will work with this provider, so changing may be simpler for you.
- Some people may get help with costs through Derbyshire County Council
Call 01246 382390, email connect.chesterfield@medequip-uk.com, or visit www.medequip-connect.com to find out more.
Prices:
- Monitoring and response: from £12.68 a week or £54.94 a month
- Monitoring only: from £5.62 a week
- Falls response only: from £7.06 a week
Derbyshire Light Medical
- Offers a telecare monitoring service
- Offers a 24/7 falls response service
- Offers a pay on demand falls service
- Your Careline equipment will not work with this provider, so you will need to buy new equipment
- You will not receive any Derbyshire County Council funding for this service.
For more information on the service call 01246 96156, email team@derbyshirelightmedical.com or visit www.derbyshirelightmedical.com
Prices:
- Set-up fee: £100 one-off payment
- Service fee: £60 each month
You may also wish to research other providers. When choosing a new provider, think about what matters most to you. Asking these questions may help you decide which service offer best meets your needs:
- Is the service available 24 hours a day, 7 days a week?
- Will someone come to help you if you fall or will they refer to family or the ambulance service?
- Will your existing Careline equipment continue to work, or will you need to buy new equipment?
- How much does the service cost, and are there any extra charges?
- If you are eligible for care, could Derbyshire County Council fund part of the service?
- How would the service work during a power cut or technology problem?
- Is the service accredited with the TSA? This means it achieves specialist telecare quality and safety standards.