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Medical Alarm FAQ’s

Why do I get hold music when I call for help?

When you activate your pendant or alarm we ask you if your call is an emergency. If it is, we put you on hold while we contact emergency services.  Once we get hold  of St John/Fire/Police we pass on to them information about you – such as your name, contact phone number, nature of emergency,  location and lockbox number so they can get into your house.

While we’re talking to emergency services you are on hold. Once we have given them this information we take you off hold and conference call in the emergency service you need so they can talk to you directly.

St John will triage you over the phone to determine what action they take. St John decides whether to dispatch an ambulance, or whether to schedule a call back to you if an ambulance isn’t required.

While this is happening, we stay on the call.  We can hear both sides of the conversation. If an ambulance is dispatched St John will most likely end their call but we will stay on the call with you until help arrives. We stay on the call so we can monitor any change in circumstance and keep you updated if necessary on when help will arrive. 

During this time we will also call your Emergency Contacts if you’d  like us to or if you’ve indicated this on your Response Plan.

Will my medical alarm respond to my voice?

The alarm will not respond to your voice alone, you must press the HELP button on the base unit/control panel/alarm box or pendant. If you press your pendant you will be able to talk via the alarm with our staff.

If you have a Emergency Voice Activator with your SECURELY® alarm yes, by repeating the same phrase three times the alarm will be activated and help called.

Can I wear my pendant in the shower?

Absolutely. The pendants are shower proof and we encourage you to wear the pendant in the bathroom.

Can I expect after sales service to test my alarm?

If your pendant has not communicated with us in a while you will receive a call from us to test your pendant.We will also phone you to check-in once every six months to see how you are going, answer any questions and update any details for your emergency contacts, access details and medical details.