Medical Alert Systems Frequently Asked Questions.

 
Here you'll find frequently asked questions about the medical alert systems.
Got Questions? We’ve Got Answers!

Here you will find frequently asked questions about our medical alert systems in response to inquiries on policies and programs.

 

FAQs

Your console silently rest awaiting your call for help. The green/red power indicator lets you know that the AC power is on. At the push of a pendant your Medi-Alert Consoles begins calling our 24 hour monitoring center.

The consoles internal siren sounds as it dials the call to relay your personal information code to our monitoring center. Once the necessary information is transmitted to the monitoring center in approximately 45-60 seconds your medi-alert voice to voice talk feature is activated and you can talk to the attendant at the monitoring center.

The trained attendant then follows a preset protocol to determine if there is a problem. If there is a problem the attendant than determines the extent and seriousness of the problem. Once this is determined the attendant then calls “responders” (relatives, neighbors or friends who have agreed to help). In some cases your local emergency services are called.

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A friendly professional trained emergency dispatch operator at our monitoring center will come on through the speaker on the console and speak with you.

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Yes. The monitoring center emergency operators are standing by 24 hours a day, 7 days a week – including holidays.

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The console is about the size of your average telephone and sits easily on any table, counter or desk. The console can also be wall mounted if desired.

The Medi-Alert Button weighs less that 3/4 of an ounce.

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The Medi-Alert Help Button is designed to be pressed firmly in order to prevent accidental activations, however there is no need to put a lot of strength behind it.

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Yes, you can wear it in the shower. The transmitters are water resistant to a depth of 60 feet. We will replace at no charge any transmitter which is damaged by water in normal use. Frequent testing is advised if the transmitters are used in environments which expose the unit to water. The transmitters are not designed for constant exposure to high temperatures, chemicals, strong detergents, cleaning agents, solvents, etc.

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The transmitters are powered by long life lithium batteries which are maintenance free and not intended to be replaced. The battery manufacturer specifies the batteries lose only approximately 1-2% of their capacity per year of shelf life and even after 10 years, should have 80% of their original capacity.

In the typical application, the capacity of the battery allows for 50,000 to 100,000 operating seconds. This long term battery life saves many service calls and many times the cost of transmitters over the lifetime of the security system. For those who are concerned, the battery status is transmitted as part of the key code each time the transmitter is activated. Those receivers with non-polled supervision will give a low battery output if the transmitter battery is not within specifications.

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If you should ever accidentally set off your alarm that’s ok. Just tell the operator who comes on the voice unit that you accidentally pressed the button. They will then disconnect and no further action would be taken.

We are there 24 hours a day and are happy to assist you.

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We are a nationwide company and you can have your service anywhere in the United States. You simply need to have telephone service and electric available at your location. In March 2014 we will introduce our new GSM Medi-Alert which operates by using its own internal cell phone.

No “land lines” are needed. However, you must have adequate cell tower and cell phone connection that must be tested during installation. Because it operates like a cell phone, you can easily transport this system to other locations such as: vacation homes, relatives’ homes, etc.

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Once your transmitter is activated it will take about 45- 60 seconds for a personal dispatch operator will announce themselves over the base console’s 2-way intercom and will be able to have a two way conversation with you.

Remember there’s always a friendly voice on the other end to help you.

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Your console is covered by our lifetime warranty for as long as you subscribe to our service. If you should ever have a problem, simply call our toll free number (1-800-603-4911) and we will attempt to troubleshoot the problem with you over the phone.

If for some reason, we cannot resolve the problem over the phone we will send you a replacement that day at no charge.

Very Important Information: Electronics can malfunction at a time when help may be needed. This is something we never want to experience. These consoles are electronics and possibly they could fail. There may be a time for interruptions and honestly, there is nothing anyone can do to have 100% failsafe with electronics. Please understand there are a variety of reasons which could affect the status of the consoles electronics.

This is why we know how vitally important for you to test your console at least once or twice a month to make sure everything is operating properly. When testing simply press your pendant/wristband transmitter and not the red help button on the console. When we respond simply say you are performing your monthly test.

It’s that simple.



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Yes you can, just call letting us know what information you wish to change or update. Unlimited changes and updates are included at no extra cost!

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It all depends on what service and plan are best for you. Our monitoring service rates are as low as $20.00 per month. Please visit our pricing page.

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We are pleased to have never raised our monthly service fee to existing subscribers – ever. Your agreement states the service fee that you will pay and that is all you will ever be charged. In the event we will ever need to raise our fees, the increase will apply only to new subscribers.

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No. We do not have a long term agreement, just a minimum six month agreement. After the sixth month you can elect to pay monthly.

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Possibly. If you have claim or a prescription for the Medi-Alert Service payment must be arranged between the two of you. It is usually done on a reimbursement type basis. Please contact your insurance carrier to confirm if they can provide benefits or coverage for this type of service. If you have a workmans compensation claim we can bill the insurance company.

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Yes. If you so choose, we can continue to charge your credit card, set up an automatic debit from your checking or savings account or we can send you a monthly invoice. You just let us know.

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Simply call us and we will rush your Medi-Alert equipment to you by United States Postal Service Priority Mail. You would receive the system within 2-3 business days after you’ve placed your order.

If you need Express delivery we will ship your Medi-Alert Console within 24 hours by USPS Next Day Air. You will receive your system within 24-48 hours after you order it depending on your location. There is an additional charge for expedited delivery.All overnite deliveries will need to be sign for so someone must be at the home for delivery.

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Absolutely. Just give us your billing instructions and we would be happy to bill you instead of your parents. If there are any questions you may still have do not hesitate to call us toll free nationwide at
1-800-603-4911. We are here to help you.

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The problem with using DSL, and VOIP (Internet Phones) with a medical alert system?

Medical alert, personal alarm, and medical alarm systems can fail during use. In a nutshell, all of these devices make medical alerts at times inconsistent. There are still some companies out there that claim their medical alarm devices work fine with DSL.

DSL works just fine most of the time. It’s one out of a hundred or so times that you push the button on your personal alarm that trouble occurs. Sometimes the trouble is simply too much noise imposed on the phone line by DSL, which usually results in a medical alarm signal received, but does not let the central monitoring station switch to voice communication.

Recently a competitor called me to thank me for this advise about medical alert systems. The night before, his client, who was set up with 2 splitters in series on DSL, she fell in the middle of the night…she pushed her button twice and it never connected to his monitoring center. He now believes DSL and medical alarms are not a good idea.

The secondary problem with DSL is the same problem that splitters have…sometimes they malfunction…in failing they cause the medical alarm not to be able to communicate with the monitoring center.

I have never found a 100% quality connection with DSL. To test and see the inconsistencies push the button on your medical alert system at least 100 times and voice-to-voice communicate with the medical monitoring center.

The only resolution I know to fixing the DSL medical alarm problem is this:

Don’t use them. Are you willing to chance that when your loved one pushes the button on their medical alert system… and it doesn’t work? It’s kind of playing Russian roulette.

Wireless jacks introduce noise on the phone too…they are just unpredictable.

No medical alarm device should ever be hooked up to Voice over IP (Internet phones). No doubt, the telephone long distance rate is great. We use Voice over IP phones to connect our offices in Santa Barbara, Maui, Kentucky and Los Angeles. We need a landline for backup because 10% of the time noise is so loud on the line, we must switch off VOIP. Switching to a landline is easy technology for our offices. In your home, when you need help the most, you could be in trouble. Beyond that noise problem… Internet connections are never reliable, especially in conjunction with a medical alert.

Solution:

If you are concerned about getting help consistently during an emergency… DON’T USE ANY OF THESE DEVICES in the telephone jack with your medical alarm or alert system. The risk is simply too high. Keep it simple.

If you must use one of these devices, a separate phone number (a separate phone line) for any medical alarm system or medical alert device is the best solution.

Hint: Cable modems provide better speeds than DSL for Internet connection and they don’t interfere with medical alarms and the medical monitoring center. Dial up connection will work fine…it’s just much slower.

July 19, 2005
By Jeff Miller

 

June 1, 2018 – Update Solution

Medical Alarm Filter Solution

Without this filter protection, medical alarms on Verizon DSL service may have difficulty reporting incidents to our monitoring center. The filter supports the medical alarm system’s ability to seize the phone lines (“ aka line-seizure”).

Filters can be ordered online through Digi Key.

Wireless Jacks
Wireless jacks introduce noise on the phone too…they are just unpredictable. No medical alarm device should ever be hooked up a wireless jack.

If you must use one of these devices, a separate phone number (a separate phone line) for any medical alarm system or medical alert device is the best solution.
Splitter
Using a splitter with the medical alert system is a no no.  Always connect our telephone line directly into a wall outlet.

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How close to the console do I need to be in order to be heard?

Our medi-alert microphone is very sensitive. In the average home, we can usually speak with you regardless of what room of the house you are in.

When you receive the system we’ll have you walk in each room of your home to make sure you can hear us. This will only take us a few minutes. Now our ONLY complaint is that the speaker is very loud.

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Yes, in and around your home. When first setting up the system you will be able to test the transmitter in and outside the home or apartment. You can test the range of the necklace / wristband transmitter so you know what your coverage area is.

If you should have a problem outside the house the system will still work. However, we are not going to be able to speak with you because you are outside. Remember if we do not hear you we will 1st call your home phone and if you do not pickup the phone then will will take it as an emergency and notify the responders on your call list. The reaseon for calling your home phone is so that we do not have any false alarms.

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If the operator is unable to speak with you, we will attempt to reach you by telephone. If we are unable to reach you on your telephone we will assume it is a medical emergency and immediately call the responders on your call list. In some cases the local emergency responders are notified. (911)

Once emergency assistance is dispatched will attempt to contact someone on your contact list to let them know that the medi-alert service has been activated and emergency responders are on the way.

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Should we have to call your local emergency services, we would immediately call any friends/neighbors/family members on your contact list that have a key to your home. It is highly recommended you either hide a key outside or we have a door knob lock box.

If you have a lock box we will give the push button code to the emergency services at the time of the emergency. This can assist emergency rescue personnel in gaining entry without breaking doors or windows.

You can always pick up a lock box at any Home Depot Store or you can also order one from us for $35.00. This is a one time charge and you own the lock box.

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The system has a battery back-up that will operate the unit for up to 12-15 hours after an electrical outage. When power is restored the battery recharges, so it is ready for any additional power outage.

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Yes! The Console is designed to be very easy to install and sets-up much like a standard answering machine. It should only take a few minutes.

Here is how easy it is:

1- Plug unit in to power outlet.

2-Plug unit into telephone jack. (This jack to wall outlet)

3-Plug your telephone into unit. (Phone or other device)

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Do I lose my telephone jack?

NO! You will not lose your telephone line. If you have a telephone at the location where you want to install the Console you simply unplug your phone from the telephone wall outlet and simply connect the phone wire into the back of the Console where it’s printed PLUG PHONE OR OTHER DEVISE HERE.

You will get a dial tone through the console.

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Yes. Simply call us toll free at 1-800-603-4911 so that we can update your file with the new address and telephone number, responder list and emergency numbers. At that time we have you test the system to make sure all works out. It’s that easy.

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I have a rotary phone line.

Not at all. Our system will work with either a rotary/pulse or tone phone line. Simply be sure to let us know when you subscribe that you have a rotary phone.

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Your console silently rest awaiting your call for help. The green/red power indicator lets you know that the AC power is on.  At the push of a pendant, your Medical-Alert Consoles begins calling our 24 hour monitoring center. The medical-alert consoles internal siren sounds as it dials the call to relay your personal information code to our monitoring center. Once the necessary information is transmitted to the monitoring center, in approximately 30-60 seconds your medi-alert voice to voice talk feature is activated and you can talk to the attendant at the monitoring center.

The trained attendant then follows a preset protocol to determine if there is a problem. If there is a problem, the attendant than determines the extent and seriousness of the problem. Once this is determined the attendant then calls “responders” (relatives, neighbors or friends who have agreed to help). In some cases your local emergency services are called.

Remember there’s always a friendly voice on the other end.

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When you are first setup with the medi-alert console a Subscriber Information Form will be completed. The profile will contain the information of anyone on your contact list. This includes the following.

Local Emergency 911

Dispatch Responders Name Up to 5 Responders

Phone Number: (home, office, cell phone, etc.)

Relationship: (family, friend, neighbor)

Key holder: Yes/ No Hide-A-Key location Any special instructions

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(Coming Soon)

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