FAQs - Wellbeing Calls
What is the Wellbeing Call service?
We include free wellbeing calls with our personal alarm service service for customers who join after 1st August 2024.† We analyse alarm call usage patterns and if potential concerns are detected, for example an increase in the frequency of alarm calls, we make a proactive wellbeing call to the emergency contacts registered with us as next of kin. If we cannot speak with the next of kin, we will call the alarm user to check they are OK. This service is also called ActiveAlert.
What is included in the wellbeing call?
We will explain there has been a change to the pattern of personal alarm use that may indicate a potential concern. This helps family members proactively manage the health and independence of the alarm user by making them aware of the change so they can decide if further support is needed. It also gives us an opportunity to check if there has been a change in circumstances and that the details we hold are up-to-date. This helps us to ensure the best possible service in an emergency.
How much does the wellbeing call service cost?
There is no additional cost to the wellbeing call service. It is provided to new personal alarm customers after 1st August 2024, excluding Personal Alarm Watch and Taking Care Sense products.
Can I opt out of the wellbeing calls?
Yes. If you would like to opt out of the service please contact Customer Services who will be happy to help.
I am an existing customer who ordered before 1st August 2024. How do I opt-in to the wellbeing calls?
Existing customers who ordered before 1st August 2024 can opt-in to the wellbeing calls by contacting Customers Services with their customer number. Email activealertoptin@ppptakingcare.co.uk or call 0800 085 7371. Lines are open Monday – Friday, 9am – 5pm.
How do I provide details of the emergency contacts?
Once you have ordered your personal alarm, you will receive an email with a link to set up your account online. Completing and submitting this form will let us know who to contact if there is 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. The information can also be provided by telephone by calling our Customer Services Team on 0800 085 7371, Monday – Friday, 9am – 5pm.
As well as asking for emergency contact information, the form requests some other details to help us provide the best possible response in the event of an alert being raised. This can include medical details and your key safe location and code (if you have one) so that the right help can be provided when needed.