Frequently Asked Questions About Our Medical Alert Systems
Here are some of the common questions asked by new Medical Care Alert customers. Please call us at 1-855-272-1010 and ask for a sales associate to answer all your questions.
Questions About Medical Alert Systems
Who is the medical alert monitoring service right for?
Our medical alert service is right for seniors, or people of any age who are:
- Living alone, or left alone for long periods and need assistance
- Have a medical condition that could require immediate medical attention (such as epilepsy, seizures, strokes, heart conditions)
- Recovering from a fall, hip replacement or other major surgery
- May have trouble speaking clearly with 911 in the event of an emergency
- Want to maintain their independence, be safe, and have peace of mind
Will the system work where I live?
Yes! We cover the entire USA - all 50 states. Find your state here.
For customers choosing a cellular based system, we use AT&T Wireless as our cellular carrier (all cellular charges are included in your plan). To check the AT&T Wireless cellular coverage in your area, click on this link to the AT&T Wireless coverage map
and enter your zip code. Select the options for "data" and "4G" for best results.
Note: AT&T Coverage Map displays approximate outdoor coverage and actual coverage may vary. Coverage is not guaranteed and is subject to change without notice.
How big is the medical alert button?
Do I need a phone line to use the system?
Not necessarily...it depends on which system you choose.
Our "HOME" and "HOME & YARD" systems use regular "land-line" phone service to dial our emergency monitoring center. You can use either a standard phone line (sometimes called POTS - Plain Old Telephone Service) or the newer digital VoIP (Voice Over Internet Protocol) or DSL (Digital Subscriber Line) phone services that are available from your cable company or internet provider.
No landline? No Problem! Our "HOME-LTE" System also has a cellular option, using the AT&T Cellular Network. This is completely independent from your personal cell phone. The cost for a cellular-based system is just $5 a month more. These systems are particularly useful in areas that lose AC power frequently, as the HOME-LTE system has a built in 24 hour backup battery. This way you can still get help in the event of a power outage.
If you don't have a landline and want to be mobile, check out our "HOME & AWAY" GPS Medical Alert Systems. Use the system at home or away, with NO phone line required.
NOTE: Due to low signal quality, phone service from Magic Jack, Vonage, Dish Satellite phones and Cellular phones are NOT supported. In fact, these phone providers DO NOT recommend using their services with any medical alert systems. If you have a VoIP phone line, please call us to make sure your cable / phone provider is supported.
How much does a medical alert system cost?
The medical alert button cost is included in the price of your medical alert system subscription - prices range from $19.95 to $45.79 a month for service with no long term commitments. For around $1 a day, you or your loved one will be protected and able to continue living independently.
Is there a contract or any hidden fees?
There are no long term commitments and you can cancel at any time. There are no set-up, cancellation, activation, deposits or up-charges. Once you choose your plan, that is all you pay and this price is guaranteed to never go up.
When you receive your system you'll get a copy of our Medical Alert Monitoring Agreement which states you can cancel at any time and will receive a pro-rated refund of any pre-paid amounts when the medical alert system is returned to us.
What happens when I press the button?
You'll be immediately connected with our Medical Alert Emergency Monitoring Center and will speak with a live, EMT-Certified operator who knows WHO and WHERE you are. The operator will have your Personal Profile and ask if you need help. Depending on your response and the situation, we will contact folks on your Contact List (i.e. a neighbor or family member), or contact the appropriate emergency responders in your area in the event of a real emergency. If we are unable to hear you, we will assume you need urgent help and dispatch an ambulance.
We also send instant SMS Text Messages to your contacts with cell phones to update them on the situation. Your family and caregivers can even reply to the text message, letting our monitoring center know of any updates to the situation.
We have redundant monitoring centers in New York State and California, and we never outsource our calls overseas.
Who installs the System?
It just takes a few minutes to set up your medical alert system. Our medical alert systems simply plug into an electrical outlet and a telephone jack. Once you connect the system, you press the button to verify the connection with our Monitoring center and you are all done.
Other companies may charge you a $99.00 installation fee to come plug in their system, but it is often unnecessary.
What is the range?
Depending on which system you choose, your loved one is protected throughout the entire home and up to three football fields outside the door.
- "HOME" Medical Alert System - up to 1,000 Feet from the base unit
- "HOME & YARD" Medical Alert System - up to 600 feet from the base unit
- "HOME & AWAY" Medical Alert System with GPS - nationwide coverage with AT&T or Verizon Wireless
What type of medical alert call buttons are available?
Medical Care Alert gives you the choice of wearing your waterproof medical alert call button as a necklace, wristband or on your hip with a belt clip. Please tell your representative which one you prefer. See our comparison chart below.
How does a medical alert system work?
A medical alert system has 3 components: 1) an emergency help button, 2) 2-way voice speakerphone, 3) 24/7 monitoring at an emergency response center.
When you press the emergency help button a signal is sent to the emergency response center. The operator will ask if you need help over the 2-way speakerphone. They will dispatch EMS to your location and notify people on your emergency contact list.
Medical Care Alert's emergency response center has EMT/EMD certified operators to respond to your call, and are trained to work with seniors. We have two USA-based centers for 100% redundancy. We have received numerous awards for our medical alert monitoring including 2016 Monitoring Center Of The Year by the CSAA.
How often can I press the button?
You can press the button as often as you like - and there is NO additional charge for pressing the button. Even if you don't have an emergency, we encourage our clients to press the button at least once a week as a test.
What happens if the operator cant hear me?
There may be times when you push the button and the operator cannot hear your voice. For example:
- You're too far away from the console, or outside
- You fell and are unconscious, and AutoFALL Fall Detection initiated the call
- Your TV is turned up too loud and is drowning out your voice
In these cases, if we receive a signal from your button but cannot hear your voice, we will call the premises location home phone or your personal cell phone to attempt to speak with you. If we are still unable to make contact, we will dispatch help and notify your emergency contacts.
So you will always get help if you press your button, even if we don't hear your voice.
What if my parent can't hear the operator or can't speak?
The most important thing is that when your loved one pushes the button, a signal is sent to our EMT/EMD-Certified operators. Even if your loved one cannot hear us, or if we cannot hear them, we know that there may be an emergency and will take appropriate action. If desired, we will also stay on the line and will not hang up until help has arrived. We will follow the protocol you set up. For example, you may have us notify a neighbor or relative first, and then call Emergency Services. We follow your instructions.
What happens if something goes wrong with the equipment?
Medical Care Alert is responsible for all service and repair as well as battery replacements. Your medical alert system base unit and wearable transmitter buttons have a 100% lifetime replacement warranty - at no additional charge to you. You are not renting or buying the equipment - we provide it to you at no cost, you are paying for the monitoring service. We want your medical alert system hardware to work at all times.
What if I lose power?
The system has a 24-72 hour back-up battery in the event of a power outage (depending on system type). It resets itself once power is restored. Our monitoring center is notified in the event of power loss, or low batteries. The cellular-based HOME Systems will work for up to 24 hours on battery backup power allowing you to get help in a power outage.
Can I take it to the mall or in the car?
Our "HOME & AWAY" system is designed to protect people anywhere in all 50 states where there is coverage with the AT&T Wireless network.
What if I can't push the medical alert button?
The button is easy to press, and is designed for people with various medical challenges. We know from years of research, that in most emergency situations, people have enough time to push the button before losing consciousness. The ease of pushing one button to summon help is one of the key advantages of our system, as compared to trying to use a cell phone or other complex system as a substitute for a medical alert system. We also offer AutoFALL technology to provide automatic fall detection in the event you are unable to press the button. AutoFALL is available for our HOMEand HOME & AWAY systems -
click here to learn more about
auto fall alert
Can more than one person be protected at a location?
Yes, we can protect multiple people at the same residence, no extra charge for monitoring. For each person to have their own personal medical alert button, see the list below for costs (if any) and how many buttons are supported:
- Comes with 2 buttons, no extra charge to monitor 2 people. Additional standard wearable or wall mounted buttons (up to 16) available for $29.95 each, additional AutoFALL Pendant is $60.00.
HOME Celluar System
- Comes with 1 button, no extra charge to monitor 2 people - just ask for an extra button. Additional standard wearable or wall mounted buttons (up to 16) available for $29.95 each, additional AutoFALL Pendant is $60.00.
HOME & YARD System
- Comes with 1 2-way voice pendant, no extra charge to monitor 2 people, but an additional 2-way voice pendant is required. Additional 2-way voice pendants (up to 4) available for $60.00 each.
HOME & AWAY System
- Comes with 1 cellular GPS pendant. A second person would need their own separate system. Ask about our "Couple's Discount" to help save some money.
Will it go off accidentally?
Our hospital grade equipment does not go off accidentally by turning over in your sleep or bending. We do not charge for false alarms, check with your local authorities on their policies.
How will EMS access my home if the door is locked?
We include a free lockbox with our annual plans, or you may purchase one from us at a discounted price. The key lockbox is a secure box which easily attaches to your home - just like a real estate agent uses when showing a home for sale. Local emergency personnel are given the combination to the lockbox so they can quickly get a key to your home in the event of an emergency. The lockbox can also be used so that family members or friends can readily get a key to your home when necessary.
Can the system go with me if I move or am on vacation?
You can easily take our "HOME" or "HOME & YARD" systems with you on vacation, or if you are a SnowBird. It is very easy to unplug and re-install. Simply notify Medical Care Alert Customer Service at 877-913-3680 of your current location. Information can be changed anytime and as many times as needed at no charge.
Our "HOME & AWAY" systems can be taken anywhere in the USA. You will be protected anywhere you have coverage with the AT&T Wireless network.
Questions About Ordering
How do I order the Medical Care Alert service?
Ordering your medical alert system takes less than 5 minutes. We will need the name, address, and phone number of the protected person and where we will be shipping the system to. We will also ask for you to provide a few names and numbers of family members or neighbors you want called in case of an emergency.
Once you receive the system, you will return paperwork to us. You complete your Personal Profile which includes additional names and numbers in the order you want notified, a lockbox code and any medical information or special instructions. This information is kept strictly confidential by our HIPPA-Compliant Emergency Response Center. When you order you will also need to provide your initial payment using a credit card, debit card, automatic withdrawal from checking, or other approved method.
Does insurance or Medicaid pay for a medical alert system?
Most insurance or Medicaid plans to not pay for a medical alert system. You can seek reimbursement, or pay privately for a medical alert system which generally cost between $19.95 - $49.95 a month.
How quickly can I get my system?
Medical Care Alert ships your medical alert system the same day if the order is received by 1:00 PM Eastern Time, Monday-Friday. All personal emergency response systems are shipped using US Postal Service Priority Mail. Ask your representative about the various shipping options available, including overnight shipping. Just call our sales associates at 1-855-272-1010 to order today. Our representatives are available to answer your questions. Ordering takes about 5 minutes.
What payment options are available?
We accept all major Credit Cards, Debit Cards and Checks through Automatic Withdrawal (ACH). Three payment options are available to suit your needs, Quarterly, Semi-Annual and Annual. Get one month free when you pay annually in advance. Any balances will be refunded if you cancel the service after the first 14 days - no problem.
Will insurance pay for the medical alert system?
The cost of a Medical Alert System is an eligible medical expense for use with Health Savings Accounts (HSA) and/or Flexible Spending Accounts (FSA). Some carriers may request a doctor's prescription or note for the "personal emergency response system". If you don't have an HSA or FSA, check with your health insurance carrier for specific coverage. Ask about coverage for Personal Emergency Response Systems with procedure code S5161.
What if I want to return the system?
No problem. We have no long term commitments, so simply notify us that you want to send the system back and discontinue service. Once we receive the medical alert system equipment back from you, we will cancel your service and cheerfully refund any pre-paid balances on your
account. Learn more about our medical alert return process here
Can information be changed after a medical alert system is ordered?
Yes, information can be changed anytime and as many times as needed at no charge.
How does your "In-Home Risk Free Trial" work?
We want you to be happy and confident with your system. But if it’s not right for you, you know you can send it back for a full refund during the first 14 days, no hassles.
f you're not completely satisfied, call our customer service team at 1-248-946-8172 and return the system for a full refund, or see if one of our other systems does a better job of meeting your needs.
Click Here to read the full 14-day refund policy and return procedure. No fine print, but one caveat: we ask you to actually hook the system up and test it with our Emergency Response Center to give it a real test before returning the system. After all, if you don’t hook the system up, then you don’t really know if it will meet your needs. If you choose to return the system without testing it, then we will deduct a nominal $50 fee from your refund to cover our costs of programming the system and setting up your account. Please keep this in mind if you are planning to give someone a system as a gift. So test your system and see for yourself!
How to talk about getting a Medical Alert System
How do I talk to my family members about getting a personal emergency response system, and about paying for it?
If you are the primary caregiver for a senior family member, the decisions often fall on your shoulders. It is hard for you to get everyone to agree on anything, especially where money is concerned. Remind the other family members that over 68% of seniors will suffer from a fall in their own home, often with tragic consequences. You do not want to take the risk of having an emergency situation where your senior loved one cannot get immediate help. Our subscription fees are as low as $27.45 a month… less than $1 a day - a reasonable price to pay for peace of mind and truly life saving help when needed.
Here are some articles that may help you to start the conversation about getting protected with a Medical Care Alert system:
My elderly parents live with me - why would they need a medical alert system?
Regardless of where they live, they will be home alone at times and may suffer a fall, stroke or other medical emergency. If your older parents live with you, you still need to go grocery shopping, run errands and so on, and you cannot always be there 24/7 365 days a year. A medical alert system provides peace of mind for all of you.
My grandmother has a cell phone - why cant she use that instead?
While you can certainly call 911 from a cell phone or landline phone, this is not a substitute for a medical alert system for the following reasons:
- You Don't Wear It. The medical button must be on your person and available to signal for help in an emergency. If the cell phone is not on your person and easily accessed, you can't make the call.
- It's Hard To Do. In an emergency, will your loved one really have the presence of mind to open a phone, dial 911 (using small keys on the keypad), raise it to their mouth and be able to give their name, location and condition?
- Cell phones need to be charged. Will your loved one have it charged and on them, accessible during an emergency? What about at night while they are sleeping and have an emergency? Medical alert buttons are always on and have batteries that last three years.
- 911 won't know who or where you are. Cell phones do not provide your name or location - the cell phone will provide 911 the location of the nearest cellular tower, and possibly GPS coordinates within 300 meters of your location.
- 911 is not always local. Some municipalities route 911 calls to a county or other authority. This
can add time to getting help when you need it most. As part of our medical alert service, we verify in advance which services dispatch to your exact address - saving important time in an emergency.
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