Frequently Asked Questions
- HOW DOES IT WORK ?
- HOW QUICKLY DO YOU ANSWER?
- HOW WILL THEY KNOW IT’S ME?
- WHAT WILL YOU ASK ME?
- CAN I STILL USE MY PHONE NORMALLY?
- WHAT IF I FEEL ILL AND I’M ALREADY USING THE PHONE?
- WHAT IF I FALL AND I’M NOWHERE NEAR THE PHONE?
- WHAT IF I PRESS THE BUTTON BY ACCIDENT?
- I’M GOING INTO HOSPITAL SOON. I’D LIKE TO HAVE SAFE GUARD FOR A COUPLE OF WEEKS WHEN I COME OUT BUT I WON ’T WANT TO KEEP IT. CAN I DO THAT?
- I’M NOT VERY GOOD WITH GADGETS. WILL SOMEONE SHOW ME HOW IT WORKS?
- CAN I ONLY USE IT IN AN ABSOLUTE EMERGENCY?
- I BELIEVE YOU HAVE A KEY HOLDING SERVICE. HOW DO I KNOW THAT MY KEY ’S SAFE WITH YOU?
- IF I DON’T WANT YOU TO HAVE A KEY AND THERE IS AN EMERGENCY WHAT WILL YOU DO?
- I NEED MORE THAN A BASIC SERVICE. WHAT MORE CAN I HAVE?
- THAT ALL SOUNDS VERY EXPENSIVE. WHAT IF I CAN’T AFFORD IT?
- MOST OF THE TIME I’M OK. AM I BEING WATCHED ALL THE TIME?
Safe Guard works with any domestic ‘phone line. When you press the button on the unit or the trigger on your pendant, the unit automatically puts a call through to our Control Centre.
Our highly trained staff team are on duty 24 hrs a day to answer your call and to make sure that you get the assistance that you need.
Out target is to answer 85% of all emergency calls within 30 seconds of them being received at the Centre and 100% within 1 minute. We consistently meet these targets.
When your call is answered at the Centre, it opens up a computer screen that contains all the information that we will have asked you for when you sign up. This is the information that will identify you and enable us to help you.
In addition to your normal personal details, we will ask for the name, address and telephone number of your GP, the identity of the person(s) you would want us to contact in an emergency, any relevant medical details and anything else that you feel that we need to know.
CAN I STILL USE MY PHONE NORMALLY?
Yes, Safe Guard doesn’t interfere with the way you normally use your ‘phone. You may actually think it’s better – you can answer calls simply by pressing the pendant and speaking from wherever you are in the room, to end the call you simply press the pendant again.
WHAT IF I FEEL ILL AND I’M ALREADY USING THE PHONE?
Simply press the call button or your pendant trigger. An emergency call will override any other call.
WHAT IF I FALL AND I’M NOWHERE NEAR THE PHONE?
Don’t worry. Just press the pendant trigger. The call will still come through to us and we’ll still be able to hear you. The unit has a powerful microphone. We can hear you even through a closed door.
WHAT IF I PRESS THE BUTTON BY ACCIDENT?
There is a ‘Cancel’ button on the unit but don’t rush to press it. We receive a lot of accidental calls. It’s no problem, we don’t mind at all.
I’M GOING INTO HOSPITAL SOON. I’D LIKE TO HAVE SAFE GUARD FOR A COUPLE OF WEEKS WHEN I COME OUT BUT I WON ’T WANT TO KEEP IT. CAN I DO THAT?
Yes you can. We do provide a short term service. This can be valuable for people like you who are recuperating or as extra support if, for example, your family are away on holiday. However we do charge extra for this.
I’M NOT VERY GOOD WITH GADGETS. WILL SOMEONE SHOW ME HOW IT WORKS?
Yes of course. When you sign up for the service, a member of the Vitaline team will come to your home, fit the unit, show you how to use it and answer any questions that you may have.
CAN I ONLY USE IT IN AN ABSOLUTE EMERGENCY?
No, we’re here to help you. You can call us with any problem that you may have. We’ll always do our best to assist you.
I BELIEVE YOU HAVE A KEY HOLDING SERVICE. HOW DO I KNOW THAT MY KEY ’S SAFE WITH YOU?
We do have a key holding service. Many people find it comforting to know that we can gain access to their home if there’s an emergency. We hold all keys securely within our Centre. All of them are identified solely by a code number on the key tag. It would be impossible for any unauthorised person to match your key to your address.
IF I DON ’T WANT YOU TO HAVE A KEY AND THERE IS AN EMERGENCY WHAT WILL YOU DO?
In any emergency you are our first priority. If we have reason to believe that you may be in trouble and for whatever reason we’re unable to confirm with you that all is well with you, we will call the emergency services and gain access to your home. You can of course sign to state that you don’t want us to do this.
I NEED MORE THAN A BASIC SERVICE. WHAT MORE CAN I HAVE?
Through Safe Guard, Vitaline can provide you with a service that ranges from the most basic to the most sophisticated. We can, for example, arrange for a Vitaline Assistant to contact you regularly to make sure that all is well with you, remind you to take your medication, fit an intruder alarm into your home, fit sensors that will tell us if there’s a gas leak or a flood in your home, help you to gain access to other community based services and much, much more.
This all works through a range of unobtrusive, radio controlled sensors, which if activated, send a signal to the Safe Guard unit. The unit in turn, sends a call through to the Vitaline Control Centre and alerts the operator. The operator will know exactly which sensor has activated the alarm and what the problem is. He/she will then take action to get help to the client as quickly as possible.
THAT ALL SOUNDS VERY EXPENSIVE. WHAT IF I CAN’T AFFORD IT?
It’s not as expensive as you may think. Our most basic service will cost you less than 36p a day. If you do need more than this the cost will rise accordingly but it may be that you can be helped with the charges. We can arrange a visit from a Social Worker and/or we can put you in touch with Benefits Advice. It may be that you are not receiving benefits that you are entitled to. In any case we will help.
MOST OF THE TIME I’M OK. AM I BEING WATCHED ALL THE TIME?
Actually you’re not being watched at all. The sensors are programmed individually to fit into your lifestyle. The only time that they activate is if they sense a potential problem. The rest of the time you just carry on as normal in complete privacy.