How to Choose a Medical Alert or Monitoring System

How do they call for help?

Monitored systems are connected to a call center where live agents can talk with your loved one, assess the emergency situation and contact designated family members or emergency services. This may be a feature in a wearable device, a smart speaker or a stationary hub.

Unmonitored systems, such as smart speakers, connect directly to 911 or designated contacts when activated. 

Automatic fall detection doesn’t require a person to push the button for help. Instead, it detects a fall and automatically contacts the response center, family contact or emergency services. .

What type of device is best?

Start by talking with your loved one’s doctor, occupational therapist and physical therapist about evaluating current and future needs. In addition to considering where and when your loved one is likely to need the device, consider:

• Will they be able to communicate with a call center? Do they have aphasia or hearing loss? Is the speaker loud enough? Can volume be adjusted? 
• How are their fine motor skills? Will putting on a device or pushing a button be too difficult?
• Is the device easy to figure out? Will charging and troubleshooting problems be easy for them?

12 questions to ask before buying

1. Is it waterproof? Many falls happen in the bathroom and kitchen, so a design that will work when wet is vital.

2. Is it comfortable? For wearable devices, check for sharp edges or strap materials that may irritate fragile skin. Is it attractive or unobtrusive enough that your loved one will not feel it draws attention to their age or abilities? 

3. How long do devices stay charged? Is there an alert when the battery is low? Will your loved one have to go long periods without the device while it charges? Does it have to be taken off at night when a fall is more likely?

4. What powers the hub? Is it plug-in or battery-operated? Does it have a battery backup if the power goes out? Does it require a landline, and does it include cellular in case regular phone service is interrupted?

5. Is the system privacy protected and secure? How does the company prevent hackers from accessing the system, including video feeds?   

6. Who operates the response center? Does the company operate its own response center or contract externally? Is the center certified by an organization such as UL Solutions ? What's the average response time? (It should be seconds.) Can the center communicate in your loved one's preferred language?

7. What if there are problems? Will family members be notified if there are problems with the system, or if their loved one needs help?

8. Does it have customer service? It’s best when a live person can talk with your loved one or you 24/7. Will the company provide assistance to set up and test the system?

9. How are false alarms handled? It's not uncommon for people to push the help button accidentally? Is there a negative consequence if they do? Unlimited false alarms are a great feature.

10. What is the cancellation policy? Look for a free trial period or ability to cancel for any reason with no penalties either temporarily (due to a hospitalization, for instance) or move. Not all medical alert providers offer nationwide service. 

11. Is the company reputable? Check customer complaints and ratings with review sites such as the Better Business Bureau.

12. What do systems cost? Ask for a full breakdown of fees. Monitored systems charge monthly service fees. Equipment costs could be a one-time charge or included in your monthly service fee. Beware of extra charges such as activation or membership fees.

Possible ways to save money 

Discounts. Veterans should talk to their primary care provider to see if they are eligible for a device through the U.S. Department of Veterans Affairs. There might be special deals available through membership organizations, Area Agencies on Aging, hospitals or other health care organizations. Some companies offer reduced prices or sliding fees for people with lower incomes. 

Insurance coverage. Some Medicare Advantage plans cover costs or offer discounts. In some states, Medicaid might cover all or part of the cost. 

Home security systems. If you already have a system, you might be able to add medical alert services. 

Tax deductions. If a doctor has recommended it, your system might be considered a medically necessary expense.

How can I find medical alert systems?  

• Get referrals. In addition to asking family and friends, ask a caregiver support group. Members of AARP’s Family Caregivers Discussion Group on Facebook — which I moderate — often have advice.  
• Ask your insurance company for a list of preferred providers. 
• Contact your local Area Agency on Aging (AAA). They may have a list of companies in your area on Eldercare Locator. 

Once you’ve picked a device, make sure your loved one is comfortable using it. Listen to their feedback. Assist them with any difficulties they are having.

Monitor any false alarms your loved one is experiencing and consider changes that can be made to prevent them. Don't hesitate to switch to another service if it isn't a good fit. It could save a life.

This story, originally published in 2017, has been updated by the writer and information about new types of devices has been added.