FAQ

Bay Alarm Medical is a subsidiary of Bay Alarm, a family owned business with 62 years of experience providing monitored security services to over 100,000 customers.

Our State of the Art Medical Call Center has responded to over 3 million emergency alerts and has not experienced an outage in over 30 years.

We offer a 100% satisfaction guarantee. If at anytime during the first 14 days of service you change your mind, simply call our customer service line to cancel service and we will provide you with a full refund.

Our services are designed to help people who fall into any of the categories below:

• Live alone or left alone for extended periods by caregiver
• Use mobility assisted devices (walkers, canes, crutches, wheelchairs)
• Have functional limitations in performing two or more ADL (activities of daily living)
• Live in an unsafe neighborhood, or feel unsafe at home
• Have home safety hazards which are not correctable, or expense considerations
• Are more than 75 years of age
• Have sensory deficits (vision, hearing)
• Have a history of falls
• Have been hospitalized within the last 12 months
• Are physically frail
• Have a history of medication management problems
• Have cognitive deficit

• Every 18 seconds an older adult is treated in an emergency room for a fall. Every 35 minutes, one of them dies as a result of their injuries. 1
• Falls are the leading cause of fatal and non-fatal injuries to seniors in the U.S. 2
• "For elderly people who live alone, becoming incapacitated and unable to get help is a common event, which usually marks the end of their ability to live independently." 3
• CDC Website, Preventing Falls Among Older Adults
• American Academy of Orthopedic Surgery
• Gurley J, Lum N, Sande M, Lo B, Katz M; Persons Found in their Homes Helpless or Dead; New England Journal of Medicine, 1996; 334:1710-6.

Bay Alarm Medical provides service nationwide.

We offer you the choice of two types of pendants, both of which are waterproof. One is a necklace and the other is a wristband.

Once the order is placed, we will have your Medical Alert System in the mail within 1 business day. Typically the unit will arrive within 4-5 business days after shipment. Express shipping is also available. The system, once received, can be installed and tested with our 24x7 Call Center and ready for service in about 10 minutes.

We offer two simple ways to sign up for our services. Either call us at 1-877-7BAYMED (1-877-522-9633) or visit our website (www.bayalarmmedical.com) and click on "Order Now."

Absolutely, we can take that information for you over the phone or on our website.

The Bay Alarm Medical Alert System is designed for simplicity. The equipment consists of two components. First is the base station, which plugs into a standard electrical outlet and a standard phone jack. Second is the transmitter, which is a waterproof button worn as a necklace or wristband. In the event of an emergency, you simply press the button on the transmitter or on the base station and this will initiate a call to our 24x7x365 call center. An operator will speak to you through the base station and assess your situation. Our database will have the information you provided us for emergency contacts so we can make the appropriate calls to get you help, whether to a neighbor, friend, relative or emergency services.

When you press the Alert button on the pendant or base station a two-way voice call will be initiated with our Monitoring Center. Our Monitoring Technicians are dedicated to responding to medical emergencies.

When you sign up for our service, you will be asked to provide names and phone numbers for emergency contacts such as friends, relatives and neighbors. In the event of an emergency, our Monitoring Technicians will ask you who to contact. If our Technicians can not hear you, or if you request it, Emergency Medical Technicians will be immediately dispatched.

The system should work within most living areas depending on the number of walls and construction type. Our Monitoring Technicians are trained to treat every alarm as an emergency. If the signal reaches the base station and the operator cannot hear you, emergency services personnel will be automatically dispatched.

Depending on specific situations, the signal should be able to transmit 200-300 feet from the base station. Our Monitoring Technicians are trained to treat every alarm as an emergency. If the signal reaches the base station and the operator cannot hear you, emergency services personnel will be dispatched.

Our Monitoring Technicians are trained to treat every alarm as an emergency. If the signal reaches the base station and the operator can not hear you, emergency services personnel will be dispatched.

No, the unit will work on your existing phone line.

In the event of an emergency, the phone that's connected to the base station of our medical alert system will interrupt the call and contact the monitoring center.

If the unit gets unplugged from the electric outlet, a signal will be sent to the monitoring center and they will notify the client to plug the unit back in.

If you are on the phone connected to the medical alert system, the system will disconnect your call and send the emergency signal. If other phones in your house are in use then the system will try to dial the monitoring station 10 times. If it has still failed to communicate, the system will emit a high-pitched tone alerting that it has failed to communicate.

No, the base station acts as the receiver for your communication.

We recommend testing the system once a week by pushing the alert button on your pendant.

The battery in the Pendant can last up to 5 years. We recommend weekly testing to ensure that the battery is still operational. If the battery runs out we will replace it at no charge.

The battery in the base station can last up to 32 hours if the base station becomes unplugged.

The system should be placed in a central location if possible.

The pendant is completely waterproof. You should wear it at all times when home.

The medical alert system features a back-up battery that will operate your system for up to 32 hours. Before your battery runs out of power, the system sends a "low battery" signal to the monitoring center to warn that the system will soon be nonfunctional.

Absolutely, as long as you have a phone line and power we can provide service.

Yes, the system is designed for simple installation and typically takes only 5-10 minutes.

All you need is a standard electrical outlet and a standard phone jack. The electrical outlet should not be controlled by a switch, to ensure that it is always receiving power. The medical alert system is configured to share a phone jack with an existing phone so you don't have to move anything.

The Bay Alarm Medical Alert System can be moved to any location in the US, but in the event of a move you will need to notify us so that we can update our emergency contact information. These changes are not recommended for moves of less than 2 weeks.

Yes, if at anytime you wish to change any of your information, e.g. medication, emergency contacts, etc., just call us at 1-877-7BAYMED (1-877-522-9633).

We do not recommend use of a medical alert device on VoIP phone lines.

An alarm system is designed to send its signals over an analog (standard) phone line. To transmit emergency signals properly using VOIP (broadband) the signal must be converted. It is during this conversion that problems develop. Signals can arrive at the medical alarm monitoring station with errors or not at all.

A medical alarm typically comes equipped with a back up power supply in the event of a power failure. Because traditional phone lines will still work even if your power is out, your medical alarm monitoring station can still receive the proper signals if you press your button for help. With VOIP, your phone service will not operate during a power failure, preventing any kind of signal transmission from your alarm to the medical alarm service provider.

VOIP services tend to be more prone to technical issues and dropped calls. Your medical alarm may be communicating vital data to your monitoring station and a dropped call will obviously interfere with this. Or, your alarm's signal may go through without a problem on one attempt, but will fail on another for no reason.

The system will work with rotary dial, pulse and tone phone lines.

No problem. When our Monitoring Technician comes on to ask you if everything is ok, simply tell them that you accidentally pushed the alarm. There is never any additional charge for false alarms.

In about 45 seconds you should hear the live voice of one of our Monitoring Technicians.

Your base station and pendant are both protected under a warranty with Bay Alarm Medical. As long as the issue occurred as a result of normal “wear and tear” we will replace it at no cost. Just call our technical support line at 1-877-522-9633.

Your base station and pendant are both protected under a warranty with Bay Alarm Medical. As long as the issue occurred as a result of normal “wear and tear” we will replace it at not cost. Just call our technical support line at 1-877-522-9633.

Yes, for a small additional charge we can provide you with an additional pendant that will operate with the same Medical Alert System.

No, unlike other providers, Bay Alarm Medical does not require any long-term contract. We will cancel your account once we receive all of the equipment in its original packaging.

There is no cancellation fee. You may cancel at anytime, however no refunds will be offered after 14 days from the date of delivery of the initial order.

No, the monthly fee covers all Bay Alarm Medical services. There are no extra fees for emergency alerts. The calls placed are toll free.

No, your monthly service fee covers all Bay Alarm Medical services. There are no charges for calls placed, as we program your base station with a toll free number to dial.

If covered, it is usually on a reimbursement basis. You will need to contact your provider to determine if coverage is available and arrange for reimbursement directly from them.

Bay Alarm Medical is proud to offer additional discounts for AAA / AARP members. Call us for more details!

No.

We offer monthly, quarterly and annual billing plans.

Payments can be set up using a credit or debit card (Visa, Mastercard, American Express, Discover).

You can request to be sent a Monthly Activity Report. This report will be emailed to you at the beginning of each month, and will provide you with detail on alarms being generated by your parent or friend.

Call our customer support line at 1-877-522-9633.

As a Preferred Partner of AAA, Bay Alarm Medical is proud to offer additional discounts to AAA Members nationwide. Bay Alarm Medical voluntarily extends the same discount to AARP members. Bay Alarm Medical is not affiliated with or endorsed by AARP, but extends the discount solely as a courtesy to our customers. Bay Alarm Medical offers discounted pricing to Eskaton residents and employees as identified in the Eskaton Preferred Vendor Directory. Discounts are applied to specific pricing options at the discretion of Bay Alarm Medical and are subject to change at anytime. Please call 1-877-522-9633 for current discount offers or more information.