A personal alert device is only as useful as the agreement behind it. The pendant on her neck or wrist is the part she sees. The paper or online terms decide who answers at 3 a.m., who is allowed to change the account, and what it costs to walk away. Read those terms before anyone is relying on them.
Local option: New Plan Care gives families in the St. Louis area in-home help so a parent can stay home: companionship, help with bathing and dressing, meals, and overnight care. Call (314) 405-0887.
Who answers the button
Ask the company to describe, in writing, what happens from the moment the button is pressed. Find out whether a call center answers first, whether it calls a family number you name, and in what order. Ask whether the company contacts emergency services itself or only when a family member says so. Find out what happens if no one picks up.
Who owns the account
The person named as the account holder often controls billing, cancellation and changes to contacts. Find out whether you can be added as a contact, and whether you can make changes without the account holder present. If she cannot manage the account herself, decide now who can, and get that written down.
Length, renewal and the way out
Find the length of the agreement, whether it renews automatically, and how much notice cancellation requires. Write the renewal date and the notice deadline on a calendar. Ask whether an early exit has a fee and whether that fee depends on how many months are left. Ask how cancellation must be made, whether by phone only, and whether you receive written confirmation.
The equipment and its upkeep
Ask who owns the pendant and base, whether returning them is free, and what happens to them if she stops. Find out who replaces batteries, how the device signals low charge, and who receives that signal. Ask whether the device needs a particular phone line or signal in the house, and check that the house has it.
Features you may be paying for separately
Fall detection, location tracking and in-home sensors are sometimes sold as separate plans. Make sure the feature you want is on the list you are signing, and ask what is included in the base price and what is an add-on. Ask for a test schedule and who receives the test report.
Tonight
Find the paper or the online account, and write the renewal date and notice deadline on the calendar. Confirm who is listed as the first contact. If the terms are unclear, ask the company to explain each point in writing. For other questions about home services, see Local Help for a St. Louis Parent.
Leave with the doctor
Bring any history of falls, dizziness or near-falls, and ask whether that history points to a particular kind of device, or whether she needs a different plan of checks altogether. Ask whether she can press the button herself when needed, or whether a different device would work better for her.