Ambulance response included
- SOS button pressed
- Fall detected
- Geo-fence breach
Monthly usage limit applies · Pendant-triggered falls included
Safety protocol
- Care Command Centre, staffed in-house
- 24/7
- Live location sent with every alarm
- 4G + GPS
- Until family hears from us, from confirmation
- <2 min
Technology detects. Humans respond.
Here is the whole path an alarm takes: from the moment a device raises it, through the people in our Care Command Centre who pick it up, to the call your family gets.
The four steps
Monitor. Detect.
Respond. Resolve.
Every Healthsoft device feeds the same protocol, so an alarm is handled with the same care whether it comes from a pendant, a wristband or a pill dispenser.
- 01
Monitor
The Guard Rail, The Health Guard and The Keeper watch over health and safety around the clock, looking for falls, missed doses, irregular heart rate and more.
- 02
Detect
A fall, a missed dose, an SOS press, a no-motion alert or an abnormal health reading raises an instant alarm through the device.
- 03
Respond
The Guardians App and the Healthsoft care team are notified at the same moment, with live GPS location and the senior’s health profile.
- 04
Resolve
The team stays on it until the situation is resolved. The incident is logged, and the family is kept informed at every step.
Detailed response diagram
From alarm to answer.
What happens, in order, from the moment a device raises an alarm.
- 01Trigger
- 02Alert sent
- 03Both notified
- 04Audio check
- 05Outcome
- 06Closed & logged
Response time is measured from the moment an emergency is confirmed.
Either of these starts a response:
Care team alert
- No-motion alarm
- Missed dose
Ambulance available on request · Additional charge applies
Alert generated
The device sends its GPS location and the event type over 4G to Healthsoft servers.
Both of these happen at the same time:
Care Command Centre
Receives the alert with the senior’s full profile.
Guardians App
A push notification and in-app alert, sent at the same moment.
Immediate response
Our team acts on the alert straight away, reaching the senior through the device’s two-way audio to assess the situation.
One of two outcomes:
Senior safe
Our team confirms on the call that the senior is okay, then closes the alert.
- The Guardians App shows the all-clear, with notes from the call
- Alarm type, time and location are kept on record
Closed
Logged to the senior’s health history
Emergency confirmed
The moment an emergency is confirmed, both of these happen together.
- Family and emergency contacts are alerted with live location
- The ambulance protocol is raised
Under 2 min
Until your family hears from us, from confirmation
Family informed. Incident logged.
A full event report goes to The Guardians App, and the incident is logged to the senior’s health history.
Our commitment
Help is always a step away.
Alarms go to trained people in our own Care Command Centre, not to a voicemail. They work through your escalation list, share the device’s live location with whoever is responding, and file the incident in The Guardians App.
Questions about the protocol?
Ask us what happens in your parents’ situation.
Every home is different. Tell us the layout, the neighbours, the nearest hospital — we’ll walk you through exactly how an alert would play out.