Frequently Asked Questions
What does the Enrolment and Equipment Fee include?
The
enrolment fee is a one-off payment 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.
Full instructions on how to self-install the equipment if
applicable.
What are keyholders
A keyholder must agree to be contacted and answer their telephone 24 hours per day if called by our response centre and if they are at home or have their mobile. They must normally be within 20 minutes travel time of the clients home, must hold a key for the client's home and be physically and mentally able. Being a keyholder is a responsible position and should not be taken lightly. A keyholders attendance on an alert from our response centre can ultimately be a matter of life and death for the client and their friend. It brings great satisfaction in providing a service to a friend who otherwise might have to move away from their home but it carries responsibilities. Saving a friend from hours or days of anguish and pain in the event they are injured can be rewarding but the keyholder has to appreciate they may have to visit their friends home in such a distressing situation. Ultimately a keyholders responsibility it to visit the friend when called and with the response centre staff confirm the situation. If emergency services should be required the keyholder will have to give them access to their friends home.
What does the annual 24hr response centre service fee include?
The service fee, 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 setup instructions and
require a professional to assist, we are able to recommend a local
installer.
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 can I be sure calls will be answered?
Our calls are answered by professionals operating to a guaranteed
service which operates to ISO and Telecare Services Association
(TSA) standards.
Why is the 24 hour response centre in the
Many people find it comforting to know that they will be helped by
professionally trained operators who work to
Who will come and help me if I press the button?
The
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.