Answering Your PERS Questions

Now comes the question and answer article that was promised at the start of this series. Thank you to everyone for your participation in this particular segment. Below are the questions I received and their respective answers.

Q: Why do you suggest that a home care provider offer medical alert devices to their patients?

A: Home care providers offer many services to seniors aging-in-place to assist them in areas that are difficult for them to maintain alone—these include tasks such as household chores, preparing meals, shopping, administering medications and exercise programs and physical therapy. In addition, medical delivery services provide specialized products such as oxygen, wheelchairs, walkers, beds, etc. After all of these services and products are administered and delivered, the provider goes home, leaving the senior alone. Hospitals, rehabilitation centers and nursing homes do not allow patients to be alone without an emergency button that is monitored by the front desk. With that in mind, no senior should be home alone, either, without a medical alert system of some sort to provide help in an emergency.

Q: I have a patient who does not have a phone line in the house. Will the medical alert system still work?

A: Yes and no. A medical alert system will not work without a phone line, but you can simply add a cellular accessory to the medical alert service, and it will communicate with the central monitoring station using cell service. However, this solution will work only with monitored medical alert systems.

Q: There are two types of medical alert systems. How do I determine which one I should offer in my store?

A: It depends on your business model. If you sell retail and are paid in full for your merchandise, then you will probably want to go with non-monitored systems. You can sell a non-monitored medical alert system over the counter, and customers will program it themselves. If you provide more rental products, then you may want to go with monitored systems and collect a monthly fee for the service the same as you do for other products and/or services. The monitored systems will take more time on the billing end of your business, and you will be responsible for customer service. It is important that you understand the differences in both systems before making a decision.

Q: Will seniors be able to use a medical alert system if they need help getting out of the car?

A: Yes, most systems will work outside up to a 600-foot radius from the house (line of sight), so if the car is in the driveway and within that range, the senior can press his or her button and request assistance.

Q: How does a non-monitored medical alert system provide help if it is not connected to a central monitoring center?

A: Non-monitored medical alert systems can be programmed to call up to four family members or friends. When the pendant button is pressed, the system will call programmed numbers in sequence until someone answers. If no one answers, it will then dial 911. Users also have the option to dial 911 immediately. A home health care company can also program the system to call them directly so they know when a senior needs something.

Q: I have a patient who is bedridden and cannot wear the pendant. Is there another solution?

A: There are two. 1. The pendant can be hung from the railing or headboard in a place that is easily reached. 2. There is an emergency wall communicator accessory that is wall-mounted instead of worn. It can be mounted on any flat surface and features a built-in button and speaker so the patient can talk into it and communicate with the central monitoring station or a contact person on the emergency contact list. The emergency wall communicator will work with both monitored and non-monitored medical alert systems.

Q: How can you help us build our medical alert business?

A: I can assist you in designing marketing materials to present your new service both to your existing and potential clients. I can aid in training your staff in the sales of medical alert systems, and I also will train your tech and delivery employees in delivering and connecting medical alert systems for customers.

Q: As a home care provider, can I self-monitor a non-monitored medical alert system in my office?

A: No. A monitored medical alert system must be monitored in a certified central monitoring station because the system sends digital signals that identify the customer and his/her emergency information to the station. However, you can monitor a non-monitored medical alert system by simply programming your office number into it; keep in mind that your office lines must be manned 24/7.

Q: Can I sell a monitored medical alert system outright for a one-time cost?

A: Yes, but you will still have to charge a small monthly monitoring fee. Most monitored medical alert systems are leased for a monthly fee, and the monitoring fee is included in the lease price—typically $30 to $35 per month.

Q: What if a customer does not want an ambulance when calling for assistance?

A: A lot of individuals do not want an ambulance without talking to a family member or friend first. And most of the time they don't need one. For example, someone simply needs help getting back to bed or getting up out of a chair—or they just do not feel right and want someone to be with them. If you have a monitored medical alert system, just tell the operator you want to talk with someone on your emergency contact list, and the operator will dial that person for you. If you have a non-monitored medical alert system, you will already have these contacts programmed into the system to call when you press the button.

The senior population is growing rapidly; that is common knowledge. HME providers and home caregivers are growing to meet that demand. As more seniors elect to age-in-place, the services you provide are crucial. The average senior and their family would like to deal with as few companies as possible as they contract for different services. Therefore, many companies are expanding their offerings to become a one-stop shop. A medical alert system is just another offering that, along with your other services, brings you closer to this goal. Why let a competitor one-up you?

Thank you for your participation and for reading these articles during the past few months. Should any questions arise in the future, please direct them to Stephanie Lepore, Editor (slepore@cahabamedia.com), or contact me directly at art@logicmark.com or (800) 519-2419 ext 123. I will be happy to assist.