Telecare frequently asked questions (FAQs)
- What
is a lifeline alarm?
- What do I need to have a lifeline alarm?
- Will it affect my phone line?
- What if I have internet or television
connections?
- How do
I call for help?
- What happens when I raise the alarm?
- What happens
next?
- What happens if I press it by mistake?
- What happens if my telephone line is faulty or
disconnected?
- What happens if there is a power failure?
- What happens if the equipment breaks?
- How long will it take for someone to contact
me once I make a referral?
- Do I have to pay both the monitoring cost and the
installation charge and how much is each piece of
equipment?
- Can someone make a referral on my behalf?
- Could a member of my family receive Telecare
if they do not live in Knowsley?
- How do I pay for my equipment?
- What number do I use to apply for
Telecare?
- What is a
referral?
- If I want to return my equipment what is the
process?
1. What is a lifeline alarm?
It is a piece of equipment, about the size of a small shoebox,
which attaches to your main phone. It has a red button on the
unit to raise the alarm and also comes with a personal alarm
button, which you can wear around your neck or on your wrist.
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2. What do I need to have a lifeline alarm?
All you need is a main phone line socket and power supply socket
near to each other. For health and safety reasons we cannot
install if the wires or cables run across a room.
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3. Will it
affect my phone line?
You will be able to make incoming and outgoing calls as
normal.
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4. What if I have internet or television
connections?
If your broadband or television has a filter it will be ok as
they are used in conjunction with the Telecare equipment.
Filters area attached so that if the equipment or alarms are
triggered they will still work even if the TV and broadband are
being used.
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5. How do I call for help?
You can press the red button on your personal alarm or press the
large illuminated red button on your lifeline alarm.
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6. What happens when I raise the alarm?
It signals your phone to dial into the call centre. The
call centre operator will be able to listen and talk to you 'hands
free' using the powerful microphone and speaker built into your
lifeline.
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7. What happens next?
The call centre operator will try to talk to you to find out
what is happening with you. If you can talk to us we will
take action based on what you have told us - this may involve
contacting your GP or the emergency services.
If you cannot talk to us we will call you back and if you do not
answer we will contact your emergency key holders or the response
service, ask them to go round and let us know what is happening so
we can take action.
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8. What happens if I press it by mistake?
Don't worry. When the operator answers your call just tell
them that you are ok and they will reset your equipment.
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9. What happens if my telephone line is faulty or
disconnected?
Your lifeline will not be able to make any calls to the
emergency call centre. If it is a fault on your telephone line you
will need to report this to your telephone provider so that they
can fix the fault.
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10. What happens if there is a power
failure?
Whilst your alarm is plugged in to the main socket it charges
the battery. If power shuts down, your alarm will continue to work
from the battery back up until the pwer is restored.
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11. What happens if the equipment breaks?
Contact the Telehealth call centre on 0800 566 666 who will
ensure that your equipment is replaced or repaired.
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12. How long will it take for someone to contact me once
I make a referral?
Within 24 hours of making the referral.
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13. Do I have to pay both the monitoring cost and the
installation charge and how much is each piece of
equipment?
You only have to pay the monitoring charge. Installation and
provision of the equipment is paid for by Knowsley Council. The
cost of monitoring a Lifeline on its own is £1 per week and each
additional sensor is charged between 30p and 70p per week depending
on the type of sensor. The call centre provider will
confirm which category each sensor falls into upon initial
assessment. Please view the monitoring cost charges for further
details.
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14. Can someone make a referral on my
behalf?
Yes. Anyone can make a referral on behalf of another person.
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15. Could a member of my family receive Telecare if they
do not live in Knowsley?
No. You must be resident in Knowsley in order to receive
Telecare under this scheme which is provided and funded by Knowsley
Council. Anyone who wishes to have Telecare outside of Knowsley
should make enquiries with their local authority.
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16. How do I pay for my equipment?
You can pay for monitoring costs by Direct Debit or Post Office
payment cards if you don't have a bank account. These
arrangements are set up by the call centre upon installation.
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17. What number
do I use to apply for Telecare?
Call 0151 443 2600. There is a dedicated team waiting to answer
any questions or you may have to make a referral for any Telecare
products available.
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18. What is a referral?
The referral form is used to apply for the equipment, although
an assessment may take place which will identify what equipment is
best for you and your needs.
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19. If I want to return my equipment what is the
process?
There should be a sticker on all equipment telling you what
number to call if you wish to return equipment. The freephone
number is 0800 566 666.
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