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Medical Alert Systems 101

Equipment

Compatible Phone Services

Setup and Installation

Troubleshooting

Fees & Payments

Bay Alarm Medical Discounts

Cancellations and Refunds

Warranty Information

Frequently Asked Questions

Medical Alert Systems 101
What is a Medical Alert System?

Medical alert systems are designed to get loved ones medical help promptly, specifically those who are a fall risk. The equipment typically 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 usually a button worn as a necklace or wristband.

With many technical advances, Bay Alarm Medical also offers Medical Alert devices in the form of a Mobile GPS Device and an In-Care Medical Alert Device.

Who should use a medical alert system?

Alert systems are designed to help people who fall into any of the following categories:

  • 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 or 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 a cognitive deficit.
Why are medical alert services so critical for seniors living alone?

Medical Alert services are critical for seniors living alone due to common conditions that could lead to serious falls and injuries.

  • Every 18 seconds an older adult is treated in an emergency room for a fall.
  • Every 35 minutes, one of them leads to fatal results due to serious injuries that were not treated quickly.
  • Falls are also the leading cause of fatal and non-fatal injuries to seniors in the U.S
  • 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.
How do Medical Alert Systems Work?

In the event of an emergency, simply press the pendant or on the base station and this will initiate a call to Bay Alarm Medical’s USA-based call center, which is available 24 hours per day, 7 days a week, 365 days a year. An operator will speak to you through the base station, assess your situation, and then make the appropriate calls to get you help.

Who does Bay Alarm Medical call if there is an emergency?

A Client Information Form will be provided with your new Bay Alarm Medical order. The form will ask that you provide names and phone numbers for emergency contacts such as friends, relatives, neighbors, or the front desk of your building. In the event of an emergency, our trained dispatchers will follow the proper protocol that you set up with the form, whether that be local 911 dispatched before or after family/friends/neighbors. Please note: If for any reason, communication cannot be established – our dispatchers will contact local EMS. Their main priority is to get the necessary help as quickly as possibly.

Please note: Calls from our monitoring station will come from either of our two USA locations. It will not show up on caller-ID as Bay Alarm Medical, as they also monitor other home security divisions.

Who answers the calls in an emergency?

When you press the emergency button on the pendant or base station, a two-way voice call will be initiated with our USA-based Monitoring Center. Our monitoring dispatchers are five diamond-certified located in Ogden, Utah and Rexburg, Idaho.

How long does it take to get a response once the medical alarm is triggered?

It takes about 45 seconds or less for you to hear the live voice of one of our emergency monitoring dispatchers.

What home phone services work with the Bay Alarm Medical Alert System?

Our system is compatible with all standard phone lines and cable providers such as: Comcast, Time Warner, Charter, and Cox. We are compatible with most VOIP solutions including AT&T and Verizon. To see more, click here.

Do you need to have a dedicated landline?

The unit will work on your existing phone line. However, if you don’t have a landline, we also have In-Home Cellular and GPS options available as well. The systems run off of 4G LTE AT&T Networks.

Does Bay Alarm Medical offer service in my area?

Bay Alarm Medical provides services nationwide.

How quickly can I get medical alert service?

Once the order is placed, we will have your medical alert system in the mail within 1-2 business days. Typically, the unit will arrive within 5-9 business days after shipment, depending on your location and weather conditions. Express shipping is also available. The system can be installed and tested as soon as it’s received.

What do I need to do to install the medical alert system at my house?

All you need for installation is a standard electrical outlet and a standard phone jack. The electrical outlet should not be controlled by 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.

Will the medical alert base station be able to hear me anywhere in my house?

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

What if I live in a rural area? Can you still provide medical alert service?

As long as you have a compatible home phone and power we can provide service. Our In-Home Cellular Medical Alert System is powered by 4G LTE AT&T’s cellular network coverage. Our GPS model is also powered by AT&T, so there just has to be sufficient coverage in the area where you’ll be using the device (3 or more bars). You can check AT&T’s coverage map here.

How often should I test my medical alert system?

We will be silently checking the signals on our end every week, and we recommend that you test your system once a month by pressing the emergency button and waiting for the dispatcher to come over the line (just as you would in a real emergency). Kindly let the dispatcher know you are okay and that you are just testing. Please make sure you respond to them or they might think it is a real emergency and contact your family and/or send emergency personnel to your house.

What happens if I accidentally press the emergency button?

Your system will be set off as it would in a real emergency, but don’t panic. A Bay Alarm Medical dispatcher will come over the base unit to check if you need help. Simply let them know everything is okay and it was an accident. Please make sure you respond to them or they might think it is a real emergency and contact your family and/or send emergency personnel to your house.

Equipment
What types of medical alert pendants are available?

We offer you the choice of two types of pendants (a necklace or wristband) for our traditional In-home system, both of which are waterproof. We also have a Fall Detection button available.

If you need coverage away from home, we offer a Mobile GPS Device that can be worn around the neck on a lanyard, or in a pouch in your purse or on a belt clip.

Will the medical alert base station be able to hear me if I am outdoors?

If you have the standard range button, the signal should be able to reach the base station from 800-1000 feet away. If the operator cannot hear you, they will treat it as an emergency and follow the protocol that you set up on your Client Information Form, whether that is to call local EMS first or family/friends/neighbors first.

Please note: Our Default protocol is for our dispatchers to contact local EMS for emergency help.

What if I am on the phone when I need to use my medical alert pendant?

If you are on the phone connected to the medical alert system, the system will disconnect your call to 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 failed to communicate, the system will emit a high-pitched tone alerting you that there is a problem.

What is the battery life of the medical alert pendant?

The battery in the pendant can last up to 5 years. We recommend weekly testing to ensure that the battery is still operational. Purchase the Warranty Protection Plan and receive 50% off replacement pendents and accessories.

The Automatic Fall Detection pendant has a battery life of up to 2 years.

What is the battery life of the medical alert base station?

In the event of a blackout or power outage, our system will continue to run for up to 32 hours.

The battery will automatically recharge itself once power comes back on to the home.

Can information be changed after the medical alert system is ordered and/or installed?

Yes! If at anytime you wish to change any of your information, e.g. medication, home address, emergency contacts, etc., give us a call us at 1-877-522-9633. This will ensure that our system is up-to-date with the correct information.

What if I move? Can I bring my medical alert system with me?

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.

 

Please note: If you have the Mobile GPS Device or the In-home Cellular System, please be sure to check the new location’s 4G LTE AT&T Network connection. Give us a call and we can assist with a safe and proper move.

Can more than one person be protected by a medical alert system at a single location?

Yes, Bay Alarm Medical offers free spouse monitoring. This will also go for two family members living in the same household. We would just need to charge a small additional fee for an extra pendant that will operate with the same base unit.

Will this interfere with my pacemaker?

The In-home buttons do not interfere with pacemakers.

The Mobile GPS Device should be at least 6 inches from other magnetic medical devices. With concerns of a pacemaker, the Mobile GPS should be worn in the provided belt pouch.

Is there a trial period available for the Bay Alarm Medical Alert System?

Yes – In accordance with our 30-day refund policy, you may place an order with us and try out the system.

If for any reason you need to cancel your Bay Alarm Medical services, simply give our office a call at 1-877-522-9633 to let us know that you are cancelling. You will receive proper power down instructions as well as steps to return the device(s) back to our office. We recommend you get a tracking number to track the package back to us.

IMPORTANT: The account is not fully cancelled until the equipment has been returned in working condition AND processed. You will receive an email confirmation once it has been cancelled. We recommend you return and postmark the package on or before the next bill date.

Bay Alarm Medical does not hold customers to contracts, so you may cancel at any time without cancellation fees.

Return Address:
Bay Alarm Medical Cancellations
2600 Stanwell Dr, Suite 103
Concord, CA 94520.

Compatible Phone Services
What if I have a rotary or pulse phone at my house?

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

What type of phone line do I need for a medical alert system?

You may choose from our landline medical alertin-home cellular model, or GPS model depending on what kind of phone service you have and what your needs are.

What home phone providers work with your medical alert system?

Our system is compatible with all standard phone lines, cable providers including Comcast, Time Warner, Charter, Cox, and most VOIP solutions including: AT&T and Verizon. To see more click here. If your provider is not on the list, please call us at 1-877-522-9633 to check compatibility.

What if I have wireless home phone service?

We offer a home medical alert system that works with AT&T’s cellular network. You can read more about it here. We also have a GPS option available as well. Give us a call for more information at 1-877-522-9633.

Will it work with a cell phone?

No, our systems will not work with a cell phone. We have in-home systems, and a GPS system that can be carried with you, but it does not run off of your cellphone. It is powered by AT&T’s cellular network signal.

Does Bay Alarm Medical Alert System have GPS?

Yes, we are offering a GPS medical alert system. You can learn more about it here. Call us at 1-877-522-9633 to order today.

Setup and Installation

Setting up our traditional In-Home system is easy. Whether you have phone service through your cable company or a regular phone company, you can follow these easy steps.

Visit our Installation & Testing Video page if you like video demonstrations better. If you like pictures, keep reading!

The Bay Alarm Medical unit will come in the package with a grey cord already attached to the “WALL” port in the back and a black wall plug. Do NOT remove either of these plugs.

IMG_1071-1024x682 IMG_1064-1024x682
Setting up with a modem
Step 1: Unplug the original cord that is in the modem and put it into the BAM unit where it says “PHONE”. The other end should be either plugged into a telephone or the wall jack depending on your home setup (refer to Image 1 & 2 below).

Image 1: Cord plugged into wall jack

Image 2: Cord plugged into telephone

Step 2: Take the grey cord that came with the unit and plug it into the modem where the original cord use to be. The port is usually labeled L1, TL1, T1.
Step 3: Take the black power cord that is connected to the BAM unit and plug it into a Mpower outlet. After a few seconds, the unit will turn on and say “System Ready”.
Step 4: Test the system! You can do this by pressing your medical alert button once. The system will go off, just as it would in am emergency. A dispatcher will come over the BAM unit (the one that says HELP) asking if you need help. You simply tell the dispatcher that you are okay and just testing the system.
Setting up with a regular telephone company

If your phone service is separate from your cable company (or is not setup with a modem) your telephone is simply plugged into the phone jack, like the image below.

IMG_1074-e1446585596385-682x1024

Step 1: Unplug the telephone cord from the wall jack and plug it into the Bay Alarm Medical unit in the back where it says “PHONE”.
Step 2: Take the grey cord that came with the BAM unit and simply plug it into the wall jack.
Step 3: Plug the black cord into a power outlet. The unit will then turn on and say “System Ready”.
Step 4: Test the system! You can do this by pressing your medical alert button once. The system will go off, just as it would in am emergency. A dispatcher will come over the BAM unit (the one that says HELP) asking if you need help. You simply tell the dispatcher that you are okay and just testing the system.

You’re all set, now you have peace of mind!

If you have any further questions about setting up or testing the system, please call us at 1-877-522-9633 and our tech support team will be glad to assist you.

Troubleshooting
Call our Tech Support Team at 1-877-522-9633. Our specially trained Tech Support Representatives will be able to assist with installation, testing, and other questions regarding your equipment. We are here to help!
Fees and Payments
What do I have to pay to get started?

Your card will be charged once you place the order for the initial monitoring fee and any additional accessories plus shipping charges. Your service will be activated immediately.

To simplify payments for our customers, we will automatically take payment on the same date every month. For further questions, regarding billing please give us a call at 1-877-522-9633.

What total fees do you charge?

You will only be paying for whichever package you choose (monthly), plus the one-time shipping fee, and any optional accessories that you add onto your order. Zero hidden fees!

Do I have to sign a long-term contract?

No, unlike other providers, Bay Alarm Medical does not require a long-term contract. We will cancel your account once we receive all of the equipment in working/original condition without any cancellation fees.

Are there any other fees for this service?

Nope! Your monthly cost will reflect the 24/7 professional monitoring coverage.

Will I pay more if I use the service more?

We will never charge for calls placed, as we program each base station with a toll free number to dial.

Is there a charge if I set off the medical alarm accidentally?

If you accidentally press your button, simply tell the dispatcher you are okay and it was just an accident. Bay Alarm Medical will not charge for false alarms/test alarms.

Please Note: Cities hold different rules regarding false alarms. Bay Alarm Medical is not responsible for any city fees.

What payment options do you offer?

We off a simple month-to-month payment plan. Meaning, your card will be automatically charged every month. Payments can be set up using a credit card or debit card (Visa, MasterCard, or Discover).We do not accept American Express cards.

Bay Alarm Medical Discounts
What payment discounts do you offer on your medical alert system?

As a Preferred Partner of AMA, Baymed is proud to offer additional discounts to AMAC members nationwide. Bay Alarm Medical voluntarily extends the same discount to AARP members. Bay Alarm Medical is not endorsed by AARP, but extends the discount solely as a courtesy to our customers.

For more information, call us at 1-877-522-9633.

Already a member? Take advantage of our Refer-A-Friend program to received free months of service with no limits!

Please note, discount cannot be combined with other sales offering.

Is this medical alert system covered by insurance, Medicare or Medicaid?

Long Term Care Insurance can cover costs and services of medical alert systems. For other insurance providers: 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. Read more on our blog.

Cancellations and Refunds
Are there any cancellation fees?

Bay Alarm Medical does not charge any cancellation fees.

How do I cancel my Bay Alarm Medical Alert service?

If for any reason you need to cancel your Bay Alarm Medical services, simply give our office a call at 1-877-522-9633 to let us know that you are cancelling. You will receive proper power down instructions as well as steps to return the device(s) back to our office. We recommend you get a tracking number to track the package back to us.

IMPORTANT: The account is not fully cancelled until the equipment has been returned in working condition AND processed. You will receive an email confirmation once it has been cancelled. We recommend you return and postmark the package on or before the next bill date.

Bay Alarm Medical does not hold customers to contracts, so you may cancel at any time without cancellation fees.

Return Address:
Bay Alarm Medical Cancellations
2600 Stanwell Dr, Suite 103
Concord, CA 94520.

What is Bay Alarm Medical’s refund policy?

Bay Alarm Medical offers a 30-day refund policy. The 30 days begins once you receive your Bay Alarm Medical Alert System. Pro Tip: We highly recommend you install and test the equipment as soon as possible.

If you are dissatisfied with the service, you may return the equipment to us within those 30 days to receive a full refund less shipping costs. If you cancel after 30 days, you may receive a refund for unused months less shipping costs. If you received free shipping but cancel before the offer date, the shipping cost will be still be deducted. For example, if you sign up for Semi-Annual (6 months) and receive a complimentary offer of Free Shipping, but you decide to cancel at month 4, you will receive a refund for the remaining two months minus the cost of shipping.

To confirm account cancellation or questions regarding refunds, please contact our Billing Department 1-877-522-9633.

What is Bay Alarm Medical’s return/exchange policy on accessories?

If you are dissatisfied with your pendant, or want to exchange it for another model, you may send it back within 30 days of receiving it and we will do an exchange. Please call us at 1-877-522-9633 for exchange information.

Warranty Information
What happens if the medical alert base station or pendant breaks?

If you lose or break the pendant, a new one can be purchased online or by phone.

We offer a Premiere Protection Plan that an be purchased, which includes a complimentary surge protector and a one-time replacement of your medical base station OR device (Mobile GPS, In-Car Device) per calendar year. All lost or damaged accessories are 50% off it’s replacement value. Call us at 1-877-522-9633 for more information.

Does the Bay Alarm Medical Alert System come with a warranty?

Your medical alert base station is protected under a warranty with Bay Alarm Medical as long as the issue occurred because of normal “wear and tear,” or manufacturer defect.

However, the system is not protected if it is damaged beyond our control. (e.q. water damage, power surge, is dropped and breaks, etc.)

Can I purchase an extended warranty for the Bay Alarm Medical Alert System?

You may purchase our Premier Protection Plan which includes a complimentary surge protector to keep your unit safe from power surges that may occur during electrical storms. This warranty will cover the replacement of one unit per year. Any additional equipment replacement will require a $100 deductible in a calendar year. For lost or damaged accessories, the warranty will cover 50% of it’s replacement value. Please note, any shipping fees are not covered by the warranty.

If you opt out of our Premier Protection Plan offer, non-manufacture damage beyond our control (e.q. water damage, power surge, painted/colored on, is dropped and breaks, etc.) will be a $299 fee.

Call us at 1-877-522-9633 for more information about our Premier Protection Plan.

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