At AFG, we have long championed the potential of technology to support people with learning disabilities, autism or mental health conditions. We believe that the right tools, when tailored to individual needs, can increase people’s independence, improve their wellbeing and help people live fuller, more connected lives.
The technologies we recommend and use range all the way from everyday consumer technology (which might cost less than £100) to sophisticated assistive technology systems (which typically cost several thousand pounds per person). The right technology, of course, depends on the person’s strengths and needs and their personal goals. It is critical to get the ‘matching’ right through a robust assessment process.
A couple of years ago, we identified that many of the people we support were not accessing much in the way of everyday consumer technology, although we felt this would benefit their lives. There were two reasons for this gap. The first was that many of the people we support were unaware of what was available to them. And the second was that, if they were aware, people were reluctant to spend money on new technology without having tried it first.
Everyday devices like smartwatches, voice assistants, robotic pets, hydration reminders and virtual reality (VR) headsets have incredible potential to transform lives, but people needed a safe, supportive way to explore and test this tech. That is where the idea of a Tech Lending Library came in. AFG launched it two years ago to give the people we support the opportunity to borrow and trial a range of everyday technology for up to six weeks to see whether these tools could enhance their independence and quality of life.
Getting the project off the ground
The Tech Lending Library was the result of a collaborative effort between our business development and IT teams. Once the idea took shape, we began exploring what it would take to bring it to life and particularly how we could make it simple and convenient for people.
The first challenge was curating which items we would stock in our lending library. We hosted a series of technology engagement events with people we support and, through this, we were able to understand which technology was interesting and useful for people. For example, we found that people really took to virtual reality and found it engaging and calming. Smartwatches were also popular.
We then developed a straightforward, user-friendly process for borrowing items. A key challenge was developing a system that would be accessible to operational colleagues who are busy on shift, as well as the people they support. The team ensured this was possible by setting up a simple online booking system using Sharepoint, which colleagues already use day to day.
The system mirrors a traditional library model but with delivery included. Individuals, with support from their support workers where needed, browse the Tech Lending Library either online or in person, select an item and have it sent directly to their home. Our IT team assists with set-up, ensuring each device is ready to use. To promote the offer, the project group held a virtual launch day ‘Lunch and learn’ session for all colleagues, alongside a targeted communications campaign aimed at support workers to promote the library, which has garnered a huge amount of interest in the library.
How the Tech Lending Library works
The lending library features a wide array of devices, grouped under categories such as physical health, wellbeing, medication management, communication, behaviour and independent living. All items are linked to personal outcomes within an individual’s support plan.
Our support workers play a key role in helping individuals identify which items might help them meet their goals – whether it is getting more exercise, staying connected with family, managing anxiety or building confidence – and then monitor outcomes throughout the loan period. The default loan time is six weeks but extensions are possible where needed. Once the trial is over, the individual can decide whether to purchase the item themselves, seek funding or explore alternatives.
Overcoming challenges
Launching a new initiative like this naturally came with challenges. The first was identifying the right tech to include. With so many new products entering the market constantly, we needed a robust review process. We established quarterly review panels to assess usage data, user feedback and emerging trends to make sure the library remains current and relevant.
Breakages were another concern. While not frequent, items do occasionally get damaged or have issues which need technical support. We’ve factored this into the project with a replacement budget and have found most issues are minor and easily resolved. Another challenge is where people want to keep the item for longer than the standard lending time. We are flexible, particularly when there is a clear benefit to someone holding onto a device for longer, but we also ensure high-demand items can reach others in need.
The impact so far
We initially set a modest target: 50 people supported using the Tech Lending Library in its first six months. In fact, over 70 individuals borrowed an item during that period, exceeding expectations and leading to a wide range of positive outcomes.
Robotic pets have helped reduce anxiety and lift mood in people with dementia. Smartwatches have enabled individuals to set daily step goals, track their progress and lose weight. Voice assistants empower people to play music, set reminders and access information independently.
A key example is the virtual reality project at AFG’s mental health hospital in Cheshire. The team has borrowed VR headsets to offer patients therapeutic experiences to relieve distress caused by their symptoms. This is an area we will continue to explore in our mental health division. This has achieved positive results in quantitative outcomes such as cognition, retention, motor skills and navigation, and qualitative outcomes such as reduction in voice hearing, anxiety, low mood and reduction in the use of benzodiazepine (PRN) medication where patients instead choose to use the headset.
Another example of a great outcome is with Anthony, who is 47 years old and has a learning disability and is nonverbal. He has borrowed a smartphone and smartwatch from the library. Anthony has always had an interest in photographs and, since borrowing a smartphone, has learned how to take photos himself, interacting with others and creating his own memories, rather than looking at other people’s photos. Since borrowing a smartwatch, he now walks every day, asking his support team to go out rather than them encouraging him to go out for walks.
Anthony now has greater confidence, the independence to make his own decisions, improved digital literacy, and improved social interactions and physical health due to his exercise regime. These kinds of stories are at the heart of our vision: to embed the Tech Lending Library into AFG’s wider assistive technology strategy and to involve people we support in shaping the library’s direction by choosing new items, testing new tools and sharing their stories.
The Tech Lending Library is one part of our broader commitment to using technology to enhance the support we provide. We continuously explore how the right technology can improve people’s lives when paired with compassionate, person-centred care.
For more information about the Markel 3rd Sector Care Awards, click here.
Andrew Kendall is Chief Commercial Officer at Alternative Futures Group (AFG). Email: [email protected] X: @welcometoafg