FREQUENTLY ASKED QUESTIONS

01. What is a CaringLink alarm?

A CaringLink alarm is an aid installed in the home that provides a 24 hour response to those living independently. You may have heard it called a community alarm, pendant alarm, lifeline alarm or falls alarm.

In the event of an emergency (e.g. - illness or accident), the alarm can be activated, connecting you to a dedicated monitoring centre. Appropriate action can then be taken to ensure your safety. This may include alerting a member of staff, contacting emergency services, a relative, carer or friend.

02.  How is the CaringLink alarm installed?

The CaringLink alarm is quick and easy to install. Our installer will connect the alarm to your telephone line and power supply. Once programmed, our installer will test the connection to make sure it's working throughout your property.

The alarm is designed to work alongside your existing telephone & internet equipment.

03.  How do I activate the alarm?

Your alarm can be activated in a couple of ways a) by pressing the red HELP button on the alarm base unit, or b) pressing the trigger worn around your neck or wrist. Once the activation is connected to the monitoring centre the operator will communicate with you through the powerful loud speaker.

04.  Can I wear the trigger outside or in the shower?

Yes. The alarm trigger is water resistant up to 1m. It can be worn in the shower however, immersing it in the bath should be avoided where possible.

The trigger will also work throughout your home and garden with a typical range of 50-100m.

05.  What happens if I press the trigger by mistake?

Don't worry, simply tell the monitoring centre that it was a false alarm. Our main concern is your wellbeing. In fact, we recommend you activate your alarm at least once a month. This enables the monitoring centre to check the equipment is working as it should. 

06. Will the alarm work if there is a power cut?

Yes. The alarm unit has an internal rechargeable battery enabling it to function in the event of power failure. Please be advised that the alarm power socket should not be switched off as this will activate your alarm to dial the monitoring centre and inform them of a mains failure.

07. What if I lose my trigger?

Simply call or email us and we'll arrange for a replacement one for you. Replacements are supplied at an additional cost to your service.

08. What happens if my alarm develops a fault?

Should a fault develop with the alarm equipment please call or leave a message on 01295 559988 and we will arrange for it to be repaired or replaced free of charge. 

09. Will the fall trigger detect all falls?

The fall detection technology in both the iVi and Vibby falls alarms does not allow analysis and interpretation of all fall situations. Soft falls, slumping falls, descent-controlled falls against a wall or a chair, are not always detected. Where possible always manually press your trigger.

10. Am I tied into a lengthy contract?

No. We know that lengthy contracts don't suit everyone, that's why we have no minimum term to any of our services.

11. How do I cancel my service?

Simply call or leave a message on 01295 559988 and we'll arrange for the service to stop and the alarm equipment to be collected. You may also email us on contactus@caringlink.co.uk

12. Are staff DBS checked?

Yes. All response staff are DBS (enhanced) checked and go through regular training that includes Safeguarding, Dementia & Epilepsy awareness, First Aid training, Safe Patient Lifting, Risk Assessments, Health & Safety and Equality & Diversity training. 

Going Digital

Changes to the UK's telephone network and how it might affect you

What is going to happen and why?

The UK’s existing telephone infrastructure is old and becoming unable to manage the increase in use due to people accessing the internet and using electronic devices in their homes. As a result, telephone line providers (e.g.BT) are modernising the system. The new network is digital and uses the internet to make and receive phone calls, which means everyone will need to plug their phones into a broadband hub, rather than into a socket on the wall. Currently telephone line providers are not charging an extra fee for the broadband hub in addition to your telephone service, but you should confirm this with your telephone line provider.

When will it happen?

Telephone line providers have already begun work, and the whole network is planned to be fully digital by the end of 2025.

What changes will it mean for my phone and telecare service?

Once your phone line is digital, you shouldn’t notice any change in the way you make and receive telephone calls, and your phone number should remain the same.

Telephone line providers have advised that most telephone handsets will continue to work, but a few may need
to be replaced. You should contact your telephone line provider if you have any questions.

Some Lifeline units may also need to be plugged into a new broadband hub. In some cases, you may need a new Lifeline
unit, and your telecare provider can supply this if this is the case.

How will I know when it happens?

Your telephone line provider should contact you to arrange a time for your telephone line to move from the old network to a digital connection. They should provide you with any instructions you need to follow at the time.

What will I need to do?

When your telephone line provider contacts you to arrange for your line to switch over to digital, you should tell them that you have telecare equipment. You should also contact your telecare provider to tell them your line is becoming digital. Once your line has been switched to digital, you should follow the instructions sent to you by your telephone provider, for example plugging your phone into a new broadband hub, but you can also contact your telecare provider if you have any questions.

It's also a good idea to make a test call to the monitoring centre using your telecare equipment before and after your line is switched over to make sure everything is in working order.

How can I find out more?

Your telephone line provider should be in touch before your line switches to digital, but you should contact them with any concerns in the meantime.