FREQUENTLY ASKED QUESTIONS
How does the SafeGuardian Home™ Medical Alert Alarm System work?
You will receive a small, lightweight Personal Help Button that you wear either around your neck, clipped onto clothing or on your wrist. It is waterproof so you can wear it in the shower or tub. The important thing is if you ever need help, all you do is push the button you are wearing. About 15-30 seconds later a highly-trained friendly, professional central station dispatcher is going to begin to have a two way conversation with you through a little console that is plugged in to your home phone line. At this time you may say something to us like, "I don't need an ambulance, but would you please call my son/daughter, neighbor, or friend?" It's not always a paramedic emergency and we are going to do pretty much whatever it is you ask us to do. However, if we are unable to speak with you or you say it's an emergency, we would immediately dispatch the local paramedics to your house.
What happens when the Personal Help Button is pressed?
The emergency dispatch operator will call anyone on your contact list that that the subscriber asks for. If the Emergency Dispatch operator can not establish voice contact with the subscriber, they will assume it is a medical emergency and immediately contact your local paramedics - unless otherwise instructed.
Who gets notified in the event of an emergency?
When the subscriber is first setup with the system, a Subscriber Information Form a will be completed. The Subscriber Information Form will also include information about the clients medical conditions, allergies, prescribed medications, doctors information, Hide-A-Key location and any special instructions.
How close to the console do I need to be in order to be heard?
The system we use is very sensitive. In the average home we can usually speak with you regardless of what room of the house you are in. However, please understand that we have had people in the very room where the system is located who were unable to speak with us. Perhaps because of a heart attack, stroke, or choking on something. In that case, we would immediately dispatch local paramedics to your house.
Does the SafeGuardian™ Medical Alarm System work outside?
If you should have a problem around the outside the house, the system may still work - depending upon such variables as distance from the base console, home construction materials and location of the base console in the home. You can quickly and easily test your outside range when you receive your system so you know your specific coverage area. Obviously, we are not going to be able to speak with you over the two-way speaker phone if you are outside, but we will know you are in trouble and we can notify dispatch friends, family members, neighbors or dispatch paramedic rescue to your house. You can test the range so you know your specific coverage area.
Who responds to my call for help?
A friendly, professional trained emergency dispatch operator at the US-Based Live Emergency Monitoring & Dispatch Center will come on through the voice console and speak with you. If non-emergency assistance is needed, we can call anyone on your call list. If emergency rescue is needed, we will call your local paramedics.
What happens if I cannot talk or respond to you after I press my pendant?
If the Emergency Dispatch Center operator is unable to speak with you, we will attempt to reach you by telephone. If we are unable to speak with you, we will assume it is a medical emergency and immediately dispatch emergency rescue personnel to your house. Once emergency assistance is dispatched and is en-route, Command Center they will attempt to contact someone on your emergency call list to let them know that the system has been activated and help is on the way.
How will emergency personnel get into my home?
Should we have to call paramedics, we would immediately call any friends/neighbors/family members on your contact list that have a key to your home and live close enough to meet rescue and open the door. It is highly recommended you either hide a key outside or we offer a realtor-type Hide-A-Key Safe where you can place a hidden key. Your emergency dispatch operator will give the combination to rescue at the time of the emergency.This can assist emergency rescue personnel in gaining entry without breaking doors or windows to gain access.
What happens if my electricity goes out?
The system has a battery back-up that will operate the unit for up to 36 hours after an electrical outage. When power is restored the battery recharges, so it is ready for any additional power outage.
What happens if my phone is of the hook?
The SafeGuardian Home™ base console needs a dial tone to dial out. If the phone, or any extension in the house is off the hook, the system will not work correctly. If there exists a problem with phone being left off of the hook - or for complete assurance the system will always work - a dedicated phone line may be the answer.
Can I set-up the SafeGuardian™ Medical Alarm system myself?
Yes! The SafeGuardian Home™ help alert and medical alarm system is designed to be very easy to install and sets-up much like a standard answering machine. As a result, you pay no installation charges - saving you $100-$300. For detailed set-up instructions: click here.
How do I plug it in? Do I lose my telephone jack?
NO! You just simply plug the system into an AC outlet just like you would a table lamp. If you have a telephone, you simply plug your phone into the base console and our base console into any existing phone jack in the home.
Do I need a special phone jack in order to have your system?
No special type of jack or special wiring is required in order for the SafeGuardian Home™ Medical Alarm System to work. However you will need a regular modular phone jack to plug your alarm into. It will work off your existing modular phone jack and will not affect your phone or any other item plugged into the jack.
Can I take the SafeGuardian™ Medical Alarm system with me if I move?
Yes. Simply give us 24 hours prior written notice so that we can update your file with the new address and telephone number. There is never any cost to update your location or contact information on file. Simply provide update information to us in writing using our handy Subscriber Service Form.
I have an old "rotary" phone line, will that affect the system?
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.
Is the emergency monitoring security center available 24/7?
Yes! The monitoring security center emergency operators are standing by 24 hours a day, 7 days a week - including holidays.
How big is the Personal Help Button and console?
The console is about the size of your average telephone answering machine and sits easily on any table, counter or desk. The console can also be wall mounted if desired. Your Personal Help Button is about the size of a half dollar, extremely small, lightweight (5 grams) and is not cumbersome in any way.
Is the Personal Help Button button easy to push?
The Personal 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.
Will the Personal Help Button break if I drop it?
No. Your Personal Help Button is very strong and can withstand being dropped.
Can I use the Personal Help Button in the shower?
Yes! Your Personal Help Button is completely waterproof to a depth of 40' under water.
How long do the Personal Help Button batteries last?
The long-life lithium-ion batteries will normally last 3-4 years.
What happens if I accidentally set off my LifeGuardian™ alarm?
If you should ever accidentally set off your alarm that's ok. Just tell the operator who comes onthe two-way speaker phone 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.
I live in a remote rural area, can I still be covered?
We are a multi-national company and you can have your service virtually ANYWHERE in the United States, including Alaska and Hawaii! You simply need to have standard telephone service available at your residence and 110VAC power.
How long does it take to get a response after I press my Personal Help Button?
About 15-30 seconds later, your Emergency 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.
If something should ever go wrong with my alarm, how do I get it fixed?
Your SafeGuardian Home™ Medical Alarm System console is covered by our lifetime warranty for as long as you subscribe to our emergency monitoring security center service. First, be sure to read our Troubleshooting Guide for identification and solutions to most of the common questions. If you should ever have a problem, simply email Technical Support or call our toll-free technical support number (1-800-209-3814). 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.
Can I update and change information after I set up the system?
Of course! Just complete and submit our oline Subscriber Update Form with the information you wish to change or update. Unlimited changes and updates are included at no extra cost!
How much is the complete SafeGuardian Home™ Medical Alarm System?
A SafeGuardian Home™ medical alarm system is surprisingly affordable peace of mind. For as little as $24/month, you can enjoy the safety and support only a SafeGuardian Home™ medical alarm system can provide. View our Service Plans and choose the plan that best suits your needs - and your budget. You may conveniently have your monitoring fee deducted automatically from most major credit cards. No long term agreement is required, no hidden costs and you can cancel anytime with no cancellation fees!
Will my monthly service fee ever increase?
SafeGuardian Home™ Medical Alarm System is pleased to have never raised our monthly service fee to existing subscribers - ever. Your Service Agreement states the service fee that you will pay and it is guaranteed in writing that is all you will ever be charged.
Must I sign a long term multi-year agreement?
No. We do not have a long-term agreement. We have two plans to choose from (quarterly and annual) that come with our standard Service Agreement which you can cancel anytime (without cancellation fees) with just a 30 day notice.
Is SafeGuardian Home™ covered by Medicare, Medicaid, or insurance companies?
Possibly. If you have claim or a prescription for a medical alarm 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.
How do I order a SafeGuardian Home™ Medical Alarm System?
For fastest service, simply complete and submit our Online Order Form. For voice orders, call our Sales Center at 800-209-3220 Ext #1 from 8-4 M-F PST.
I want this for my mom & dad who live together, do I have to pay two monitoring fees?
No, the monitoring fee remains the same. There is a small one time fee of $49.95 for an extra Personal Help Button.
How long will it take to receive my SafeGuardian Home™ system?
Upon receipt of your order, we will rush your SafeGuardian Home™ Medical Alarm System to you USPS Ground Service (5-7 day delivery to most areas) no later than the next business day. There is a $29.95 charge for Priority Mail delivery.You would receive the system two - three business days after you ordered it. If you need Express delivery, we will set-up and ship your SafeGuardian Home™ System within 24 hours by UPS Next Day Air. You will receive your system within 24-48 hours after you order it. There is a one-time $99 charge for Express Service.
I'm ordering this alarm for my parents, but I want to be the one billed for it. Is this possible?
Yes of course. Simply give us your billing instructions and we would be happy to bill you instead of the person using the alarm.