Taking Care Anywhere

Frequently asked questions

• I have a pacemaker. Can I wear the Taking Care Anywhere GPS alarm pendant?

  If you have a pacemaker you cannot wear Taking Care Anywhere as a pendant and fall detection will need to be turned off. Instead, attach the location-aware GPS pendant to the supplied split ring, which can be attached to a belt clip or keys. The location-aware GPS pendant must be kept at a minimum distance of 15cm from your pacemaker at all times. If you have any questions or concerns, we're happy to help. Call 0800 085 7371, Monday to Friday 9am - 6pm, to speak to an advisor.

• What does the set-up cost include?

  The set-up cost includes setting up your account and registering you as a customer. You will need to setup the personal alarm yourself.

• What network does Taking Care Anywhere use?

  When out-and-about, the GPS location-aware pendant connects to the strongest available 3G or 4G network using a multi-network SIM.

  When the GPS location-aware pendant is within range of the in-home unit, it will communicate through the unit's 2G or 4G multi-network signal. The in-home unit will inform the alarm user if there is an issue connecting to the mobile network when a self-test is run automatically.

  The 3G network is being gradually phased out over the coming years, with the Government requiring that all 3G networks are switched off by 2033. While the mobile network operators are making changes at different times, you don’t need to worry as your GPS location-aware pendant and in-home unit are set to "roam" to find the strongest signal that is available for you at that time. There is therefore no immediate issue and we expect 3G networks will continue to operate successfully for many years to come.

• Does the GPS pendant work anywhere?

  The elderly GPS tracker pendant will work anywhere in the UK, excluding the Channel Islands, where there is a 3G or 4G cellular network to communicate. A GPS satellite network must be available for the GPS pendant to determine its location. GPS technology can be affected by certain atmospheric conditions, radio interference, buildings, or other forms of interference that can block the pendant's connection to GPS satellites. Your location information may not be available if the GPS satellites are unavailable or the GPS signal is blocked. The GPS pendant will play a voice message to provide the status of the cellular coverage and inform you when it conducts a GPS location check. The GPS pendant will not work outside of the UK.

  You can check mobile coverage in your area on the Ofcom website.

• Does the location-aware GPS pendant work in the home and garden, as well as out-and-about?

  Yes. We recommend you wear it at all times and use the backup pendant only when the location-aware GPS pendant is charging. In some cases, the mobile signal may not be strong enough indoors for the alarm user to speak with the Emergency Resolution Team through location-aware GPS pendant. In this situation, you will still be able to speak with the Emergency Resolution Team through the alarm unit. When you set up your Taking Care Anywhere, we will ask you to test the equipment from different locations in your home and garden so the range and signal is fully tested.

• What happens if the location-aware GPS pendant cannot connect to a mobile signal at home?

  The location-aware GPS pendant will attempt to connect to a mobile signal. If a mobile signal cannot be found, the location-aware GPS pendant will switch to using the alarm unit to call the Emergency Resolution Team.

• Does the GPS pendant track my location at all times?

  No, the location-aware GPS pendant does not continuously track your location. Our Emergency Resolution Team will only be aware of your location after an alert has been sent and you have been connected to us, either as a result of a fall being detected or when you hold down both buttons on your alarm pendant to make an alarm call.

• Does the location-aware GPS pendant detect all falls?

  The location-aware GPS pendant is equipped with sophisticated fall detection technology and will automatically raise an alert for help when it detects a fall, and significant impact has occurred. The pendant is designed to be worn as a pendant openly around the neck for the fall detection algorithm to work as intended. Using, wearing, or attaching the pendant in any other manner may not provide accurate fall detection and could result in a fall not being detected. 

  The location-aware GPS pendant uses an algorithm to recognise the difference between ‘hard’ falls and other movements so like many similar devices on the market, it cannot guarantee to detect all falls because it is dependent on where it is worn and the amount of shock or impact from the fall. There are types of falls that are less likely to trigger the automatic fall detection such as falling into an object that breaks your fall or falling from an object that is not average standing height.

  Our guide to how fall alarms work explains the types of falls that trigger an alarm call.

• What happens if a fall is not detected?

  While every effort is made to detect a significant fall from standing, there are circumstances where your location-aware GPS pendant may not automatically activate. If you are able to press both buttons on your  location-aware GPS pendant at the same time to activate a call for help to our Emergency Resolution Team then you should do so. 

• How long does the location-aware GPS pendant battery last?

  The pendant’s battery will last one to two months with standard use before it needs to be recharged. Voice messages and lights indicate when battery is low, approximately 20% capacity. The low battery is reported automatically to the Emergency Resolution Team. We recommend the pendant’s battery is charged after an emergency activation.

• How do I charge the location-aware GPS pendant?

  Simply place the GPS pendant on the wireless charging system. The pendant will illuminate blue to show that it is charging and green when it is fully charged. The charging system comes with a cable and mains plug.

• Are the GPS and backup pendants water-resistant?

  Yes. The location-aware GPS pendant is water-resistant up to 1 metre for 30 minutes (IP67 standard). We would encourage you to wear the location-aware GPS pendant (also known as the GO) in the bathroom and shower where slips are most likely to occur.

  The backup pendant (also known as the PEARL) is water-resistant up to 1.5 metres for 30 minutes (IP68 standard) and can be worn in the bathroom and shower. 

• When should I use the backup pendant?

  The backup pendant is included for free and some customers like to wear it at home and in the garden when they are charging their location-aware GPS pendant. We recommend you wear the elderly GPS tracker pendant whenever possible because it works out-and-about and includes fall detection.

• Should I wear both the GPS and backup pendant at the same time?

  We recommend customers wear the elderly GPS tracker pendant whenever they can and only wear the backup pendant when the GPS pendant is charging.

• How long does the battery in the backup pendant last?

  It has a 5-year battery life with typical use. A low battery report is automatically sent to our Emergency Resolution Team when the backup pendant battery reaches 20% capacity. When the battery needs replacing, we will send you a replacement backup pendant for free.

• Does the backup pendant work in the garden?

  The backup pendant will work up to 300 metres / 984 feet from the alarm unit so it should work in your garden. As part of the set-up process, we will guide you through a range test so you can be confident the backup pendant will work around your home. However, the backup pendant will not work when you are out-and-about and we recommend you wear the elderly GPS tracker pendant whenever possible.

• Why do I need the alarm unit?

  The backup pendant requires the alarm unit to work. It sends an alarm call to the Emergency Resolution Team using the alarm unit. If you press the SOS button on the backup pendant or on the alarm unit, the Emergency Resolution Team will talk to you through the microphone and speaker built into the alarm unit.

• Does the alarm unit need a telephone landline to work?

  No, the elderly GPS tracker pendant uses a pre-fitted multi-network SIM instead, which makes it perfect for customers who do not have a home telephone landline or who wish to place the alarm unit in a location that does not have a telephone socket nearby.

• Will the alarm unit work in a power outage?

  The alarm unit should be connected to a mains electricity socket. However, it is capable of running solely off its battery pack for approximately 40 - 70 hours (depending on alarm unit model), providing peace of mind in the event of a power outage.

• What do I need to use Taking Care Anywhere?

  Taking Care Anywhere is easy to set up, although you may need to bend down to reach the power socket for the alarm unit.

  The elderly GPS tracker and alarm unit use a pre-fitted multi-network SIM so a telephone landline is not needed. Delivery is free of charge. To get help to you as quickly as possible, we recommend you have a keyholder within 30 minutes or a key safe. A keyholder is someone who has keys to your home and can come to your assistance if needed. This means there is always a way to get help to you, whenever you need it. We can supply a key safe when you order your personal alarm.

• What's included with the subscription?

  The subscription includes 24-hour monitoring by our Emergency Resolution Team. We have three UK-based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year. You can make unlimited alarm calls in the event of any emergency. Your subscription also includes a lifetime equipment warranty and we offer a 30-day money back guarantee.

  If the battery in your backup pendant needs replacing, we will even replace it free of charge; unlike some other personal alarm providers who will charge you for a replacement pendant alarm.

• Do I own the Taking Care  Anywhere equipment?

  The personal alarm equipment is rented from us for the duration of your contract. This means that if the equipment develops a fault, we will repair or replace it free of charge. When you no longer require our service, we will provide a Freepost Royal Mail return collection bag to make it as easy as possible to return the equipment.

• What if I want to pay the set-up costs and someone else pay the subscription?

  No problem! Many of our customers order the location-aware GPS tracker for elderly relatives who want to pay the subscription themselves. Simply pay by debit/credit card online for the set-up and first subscription payment. Your confirmation email will include a link to the Direct Debit instruction. The person who will be paying the subscription can use this link to complete the Direct Debit instruction or call our Customer Services Team, 9am – 5pm, Monday to Friday on 0800 085 7371.

• How do I provide you with my emergency contacts?

  Once you have submitted your order, you will receive an email with a link to an online account setup form. Please complete and submit this form so we know who to contact in an emergency. If you do not have an email address, you can complete and return the form included in your welcome pack with your personal alarm. If you prefer, you can provide this information by calling Customer Services on 0800 023 4301, Monday – Friday, 9am – 5pm.

  We’ll also ask for some other details so we can provide the best possible response, including medical details and your key safe code and location, if you have one.