The enrolment fee is a one-off payment (£199 for the standard personal alert) service which covers:
Registration of all the personal, medical and key-holder details provided by you on your application form onto our UK-based computer system.
Delivery of the pre-set equipment to your home (base unit and alert button for the standard service plus infra-red movement sensors for the ‘Intruder Alert’ package and additionally automatic fall detector for the plus packages) supplied by Chubb Community Care.
Full instructions on how to self-install the equipment, which is no more complicated than plugging in an answering machine. 90% of users are able to install standard systems without additional assistance.
* If you are purchasing the advanced Intruder Alert system there will be an additional charge for installation.
What does the annual 24hr response centre service fee include?
The service fee, which is less than £1 sterling per day for the standard service, covers the ongoing provision of your 24-hour service provided by our 24-hour response centre.
What if I need installation assistance?
If you do not feel comfortable following the installation instructions and require a professional to assist,
we are able to recommend a local installer [please see local information under purchasing]. There will be a small additional charge for this.
What is my minimum period of commitment?
The average usage period is five years. Although most users will sign a three-year agreement, the minimum term is one year.
How far from the base unit will my alert button work?
Up to 150 metres depending on the building density. This allows you peace of mind in your own home and grounds.
How can I be sure calls will be answered?
Our calls are answered by Senior link Eldercare in the UK. They have had 20 years experience in this field and operate a totally professional guaranteed service which operates to British Standard and Telecare Services Association (TSA) standards.
What if there is a power cut?
The base units have a back-up power for at least 24 hours of functioning in the event of power loss.
What if I want to go away from home?
The base unit and associated buttons will work from any landline. If you wish to transfer to another landline (for example if you move house or go on extended holiday) this can be done to any landline in the world for a minimum period of 14 days provided you notify us at least 7 days before the change of location.
If you wish to travel away from home you can use the mobile service, which can be added onto the standard services or purchased as a separate service. With the mobile unit you will pre-programme a “fast key” on your mobile telephone to act as the equivalent of the emergency wrist button and this will put you or anyone coming to your rescue directly through to the UK helpline. However, it is important that you maintain credit on your mobile telephone if this is "pay as you go". A sticker on the rear of the telephone will instruct anyone coming to your aid how to contact our service.
Who is the British Care Trust?
The British Care Trust is part of TBCT Ltd, a company registered in the UK. It was set up in 2007 to provide
assistive living services to English speaking people in Europe.
Why is the 24 hour response centre in the UK?
Many people find it comforting to know that they will be helped by professionally trained operators who work to UK standards and most importantly speak English as their first language so there are no misunderstandings at critical times.
Who will come and help me if I press the button?
T
he first method of assistance will take the form of a trained operator speaking through the base unit into your home. Initially they will try to make contact with the client at home and assess if further help is needed and if so, of which type. They will organise any help required. If voice contact is not possible as a result of emergency, illness or being out of range, they will in the first instance work through the list of keyholders to get someone to come immediately to the house and ascertain the extent of the emergency. In the event that no keyholders can be contacted a chosen ambulance, hospital, doctor or carer will be called to your home.Why is this different from just making an emergency phone call?
In the event of serious medical or other emergencies, dialling numbers and speaking may not be possible. In addition, the button is constantly on the client’s wrist – the telephone may be out of range. Our fall alert system, worn around the neck also activates the system automatically in the case of falls.
