At 94, one of our members, mother to a daughter settled in Australia, required round-the-clock support. Bed-ridden, with a urinary tract infection and high blood pressure, she had a catheter and Ryles tube inserted at the time of onboarding. Her speech was limited, and her clinical condition was fragile.
A structured care plan was immediately put in place. Our team monitored her closely, counselled caregivers regularly, maintained strict hygiene protocols, and coordinated with her family physician, physiotherapist, and our UK-based partner doctor. Gradually, the Ryles tube was withdrawn, and semi-solid food was introduced. Simultaneously, she began to be fed in an inclined sitting position. This simple but carefully supervised shift reduced her recurrent chest infections and improved her comfort.
When she was hospitalised again in December 2023 for a severe UTI, further investigations revealed a bladder tumour and low haemoglobin levels. After stabilisation and a 13-day hospital stay, she returned home. In February 2024, under medical advice, the catheter was withdrawn—significantly reducing infection risk.
Today, our member can sit upright with assistance, respond softly to questions, and continues physiotherapy daily. Regular electrolyte monitoring and timely medicine supply ensure continuity of care. For her daughter overseas, this has meant reassurance. For our member, it has meant dignity, stability, and attentive care in the comfort of her own home.

Kudos to Team Support Elders!

Our Member Logistics Management (MLM) service once again proved to be an invaluable support for one of our elders, paired with our core App-based Solution Membership (ASEM).
As part of our MLM service, a dedicated caregiver acts as a single point of contact, managing a member’s complete medical and household logistics to ensure seamless coordination and continuity of care. This includes supervising diagnostics, medical records, medicines, groceries, hygiene needs, utilities, and home maintenance through structured planning and regular follow-ups.
Ms M. Ghosh Roy, a retired government employee and an ASEM member, required assistance in filing her medical claim and submitting her life certificate. This involved obtaining signatures from a gazetted officer and uploading the documents on a government portal—a task made challenging by her limited familiarity with technology.
Her MLM officer, Mr S. Das, accompanied her in a cycle rickshaw to the bank, where the necessary documents were signed by the bank manager. He then dropped her home and proceeded to a cybercafé to upload the documents, successfully completing the formal registration of her claim.
Our member was extremely pleased with how smoothly the entire process was handled, especially the online documentation. Another day of care, another member reassured.

Kudos to Team Support Elders!

Even during the festive season, our emergency response teams remain vigilant and ready to support our elders. On the night of 22 December, we received a distress call through the Support Elders Member App from our member Ms I. Banerjee, informing us that her husband, Mr S. N. Banerjee, also a member, had fallen and was bleeding profusely from the head.
Mr A. Shadhukhan, on night duty at our National Alarm Centre (NAC), immediately assessed the situation, activated a Code Yellow, arranged an ambulance, and alerted MCA Mr Sk Md Ali Hassan, who reached the residence within 15 minutes. Drawing on his army training in emergency first aid, the MCA promptly bandaged the wound to control the bleeding.
Our members’ son, visiting from the UK, chose to drive them to the hospital, so the ambulance was cancelled and the MCA escorted the family on his bike. Throughout, the NAC and our Command-and-Control Centre (CNC) remained closely involved. At the hospital, stitches were applied and scans conducted, after which Mr Banerjee was discharged. The MCA ensured the members were safely settled back home before leaving after midnight.
Such swift, coordinated responses enable us to attend to our members when it matters the most and reassure their families.

Kudos to Team Support Elders!

For any successful member outing, it is essential that our unique PACT (Professional, Adaptive, Comprehensive, Trustworthy) service delivery model functions seamlessly. Our recent day trip to the Boro Maa Kali Temple in Naihati was a fine example of multiple departments working together across planning and execution.
While the Enriching Cognitive Solutions (ECS) team was discussing the trip, Ms A. Naskar, one of our Care Integrators (CI), shared that she had contacts at a well-known hotel in the area. Given that queues for worship at the temple can often stretch over a kilometre, Ms Naskar leveraged her local connections to coordinate special permissions with the local police station and the puja committee, ensuring that our elders would not have to endure long waits.
Monitored by our Command-and-Control Centre (CNC), the vehicles, each staffed with Senior Logistics Managers (SLM), picked up our members and proceeded to Naihati as planned. At the temple, arrangements unfolded smoothly: our members were escorted through the VIP gate, bypassing a queue of over 250 devotees, and completed their puja within just 15 minutes. Wheelchairs were kept on standby throughout, should any member require additional support.
Following the puja, a wholesome meal awaited our members at the hotel, with a choice of vegetarian and non-vegetarian thalis, thoughtfully arranged through Ms Naskar’s contact.
Behind this smooth and enriching experience was a quiet but robust web of coordination between teams, systems, and processes, demonstrating how Support Elders’ organisational backchannels come together to deliver thoughtful experiences for our members.

Kudos to Team Support Elders!