Got a question, we may be able to help

Do you have questions about our Carecall24 7 Alarm? Please see below for the most frequently asked questions and the answers to them. If you can’t find what you are looking for, please get in touch with us here.

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What happens when I press my pendant?

When you press your pendant a call is put through to the Carecall24 7 Control Centre. Your alarm has a unique ID so when the call comes through your details will be shown on our operator’s computer screen. This means they know immediately who has pressed their alarm. The operator will speak to you over the alarm and will be able to hear your response if you are within range of the alarm. If not, they will call you on your landline/mobile to find out what is wrong.

I have broadband connection through my telephone. Will the alarm affect it?

If you have Broadband, please inform us before your installation so we can arrange to install a broadband filter as part of your alarm, for a small additional cost. This will ensure that there is no disturbance to either your broadband or the working of your alarm.

Do I have to wear my pendant all the time?

We recommend that you wear your pendant all the time, except when you are in bed. At night, you should put the pendant close by and take it with you if you get out of bed to go to the bathroom or kitchen, as this is often the time that a fall can occur. Your pendant is waterproof so you can wear it in the shower.

What happens if I can’t hear the operator over the alarm unit?

Even if you cannot hear the operator speaking over the alarm, you can still use the Carecall24 7 service. The alarm microphone is very sensitive but if the operator cannot speak to you/hear you over the alarm they will try and call you on your landline and/or mobile phone and then they will try and get hold of one of your listed contacts (friends or family) to make sure you are OK.

If I have more than one phone in my house, which phone will the alarm connect to?

Your alarm should be installed in the main phone socket in the house. If you have other phone extensions we would recommend that you have an additional filter installed called a safe socket. This means that if one of the phones in the house is accidentally left off the hook, the alarm will still work. We can arrange to install one of these for you for a small additional cost.

What happens if I lose my pendant?

If you do lose your pendant and you really can’t find it, you can contact us by phone – 0300 303 2682, email: provide.carecall@nhs.net or by pressing the red button on your alarm unit. We then can arrange for a new pendant to be sent out to you. The cost for a replacement pendant is £50 if you have lost yours.

My pendant cord is looking a bit run-down. Can I get a new one?

Yes, if you contact us to tell us you want a new pendant cord we will send one out for you free of charge.

What if I decide I don’t need the alarm anymore?

There is no minimum contract period for Carecall24 7. If you decide you do not want your alarm anymore you just need to contact us to arrange for the alarm to be sent back or collected. Once the alarm is returned to us, your contract is cancelled.