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Many professional caregivers refer to Medical Alert Systems as Personal Emergency Response Systems, or PERS, for short.
At QMedic, we use these terms interchangeably so feel free to use either term, medical alert or PERS, when requesting in-home or mobile systems for your members.
QMedic offers both in-home and mobile PERS medical alert options for Managed Care Organizations (MCOs) and Area Agencies on Aging (AAA) partners. When comparing medical alert options, please note that an in-home PERS system will only work within approximately 500-1000 feet from the base station, while a Mobile GPS system will work inside and outside the home. The advantage of in-home systems is they require no battery recharge, while the Mobile systems offer more mobility for able-bodied users.
Here’s a snapshot of each:
If the member is eligible for each of the above systems, we will discuss the above options with them over the initial setup call and provide whichever PERS the member prefers, unless you explicitly request one of the medical alert systems above.
Request a Referral Form
Only for the in-home Landline medical alert system is a prior telephone service necessary. We only recommend in-home Landline systems in very rural areas without any cellular connectivity. 99% of the time, we will provide either the Cellular or Mobile service, for which no existing phone service is required.
The In-Home cellular PERS systems run off the AT&T 4G Network as well as some regional networks; AT&T 4G is the default network for the in-home cellular system. We also provide US Cellular devices on request.
The Mobile GPS PERS system runs off either Verizon or AT&T depending on the device hardware model. If your member needs a specific carrier due to the limited connectivity in their area, please note that on the referral form and we will accommodate.
None of the devices need to be compatible with the member's own cellular service carrier. They operate entirely independently of the member's cellular device.
QMedic Direct Connect is a unique feature we offer enabling the medical alert base station to call out directly to any 10-digit phone number over the two-way speaker.
The Direct Connect feature is a care manager favorite as it can help you get in touch with hard-to-reach members during difficult situations (e.g. weather events, power outages, etc). It is also a convenient way to get in touch with members who just don’t answer their phones.
Unfortunately, only the QMedic in-home medical alert systems are able to utilize Direct Connect.
Our default Mobile medical alert systems are not compatible with Direct Connect.
Yes, QMedic offers a mobile smartwatch option with real-time GPS tracking and optional Fall Detection, as well as the more traditional pendant version.
QMedic focuses on providing in-home and Mobile GPS PERS systems, and medication dispensers currently. We are contracted per state to provide medication dispensers, but do not support medication dispensers nationwide. Be sure to check with us before referring a services if you are not sure if we cover your member's health plan or state.
We do provide a blood pressure cuff to a few select partners in Minnesota only. Please inquire beforehand making a referral for blood pressure service.
Contact QMedic at 877-241-2244 option 1 or email support@[ourURLdomain.com] and provide an email address and we can provide you with access.
The dashboard will show you basic information such as start date and member demographic information, as well as reports of button usages by category (e.g. testing, false alarm, emergency dispatch needed). There is not currently information on the dashboard regarding battery life or GPS location, nor any additional data about the device itself. Such information may be added in the future.
Call 877-241-2244 option 1 or email support@[ourURLdomain.com] and we can provide information about the last test and/or set up a monthly call to remind the user to test their button.
If the member loses their in-home wearable button, please call 877-241-2244 option 1 or email support@[ourURLdomain.com] for a replacement. The in-home wearable buttons will be replaced free of charge, while a lost Mobile device may incur a replacement fee.
We may be able to assist in trying to locate a mobile GPS medical alert device under certain circumstances. Certain Mobile+ devices have a real-time tracking feature that the consumer’s family can access through either a mobile or desktop app, or by texting a number and receiving back a location update, but be aware that not all of the devices offer this feature. Be sure to specify if you want the device to support this feature for your member.
Typically, the only thing you need to do is bring it to our attention by calling 877-241-2244 option 1 or emailing support@[ourURLdomain.com]. We will reach out to the member to provide a replacement free of charge, including a return label if they need to return any equipment.
In very rare cases, if a member repeatedly loses or breaks a unit, these circumstances would incur a replacement fee. We would discuss these fees with you and the member to ensure a seamless and transparent resolution for everyone.
Both the QMedic office staff and the QMedic monitoring center are able to communicate with members in many different languages through a real-time phone translation service. Additionally, we have bilingual employees on staff to support Spanish, Mandarin, Cantonese and Arabic.
This varies by Managed Care Organization (MCO) and Area Agency on Aging (AAA/ASAP) partner. Some organizations have an internal referral program that we receive by email or fax. Any referral can be made by email/fax through our own simple referral form. Once QMedic receives the referral it is typically processed the same day, i.e. account added and initial setup call made. Referrals requiring a specific start date for billing purposes can be noted, and we will honor that request. If it is not specified, we will assume that we should set up the PERS as soon as possible.
Referrals, authorizations and care service plans can be emailed or faxed:
The referring care coordinator/care manager will receive an automated email once the start date has been set.
Call 877-241-2244 option 1 or email referrals@[ourURLdomain.com] if you have additional questions.
We will suspend a member’s account for a short time period if they are expected to return to the community and continue PERS service. The Care Manager will need to notify us of the suspension, and then again when the time comes to resume service. After three months of suspension without any progress towards regaining eligibility, we will reach out to inform you that we plan to cancel the account and move forward with retrieving the device hardware from the member's home.
We are happy to provide a prepaid shipping label (and box if necessary) to whomever is helping arrange the equipment return. Just let us know if we should be discussing with the member, emergency contact, or you and we will arrange to provide the return label either by email or by regular mail, whichever is most convenient.
Email support@[ourURLdomain.com] for assistance on PERS equipment return.
While you will need to submit a new service authorization for your organization (MCO/AAA) to cover services, you will be glad to know that you do not need to submit a new referral to QMedic.
Once you have generated a new service authorization in your system, just email the member’s name, member ID and new authorization number, if applicable, via secure email channel to referrals@[ourURLdomain.com]. You can also send any new contact information and we’ll be happy to get the service reinstated right away.
We only charge an installation fee when an in-person installation of an in-home or Mobile medical alert system takes place, most often utilized in NJ, Ohio, and Massachusetts.
A large majority of our units are shipped by mail. There is no fee for shipping. You can assume that no installation authorization is necessary unless we specifically reach out to you to request one.
Please email support@[ourURLdomain.com] with your member’s name and member ID and the details of the billing question. If another agency will be handling billing for the member, please include the contact information of the representative of the billing agency whom we should contact to make arrangements - both their phone and email would be appreciated.
If you are interested in contracting with QMedic, please contact us at 877.241.2244 option 2 or email sales@[ourURLdomain.com] to get started.
We offer a 30-day money back guarantee with no questions asked beginning the day your receive your device in the mail.
No, there is no long-term contract required. You can choose to cancel anytime, although we will not reimburse for unused time left on the your subscription. Additionally, we will not cancel the subscription until we receive the hardware back in QMedic's possession.
Call us (877.241.2244, option 2) to order a replacement.
QMedic offers an Annual Plan at $300/year or $30/month. There are no hidden fees. While QMedic does not offer refunds, the service does come with a 30-day money back guarantee.
Yes, it is possible to order an extra wristband/pendant for the in-home systems (not available for Mobile Medical Alert System). Our in-home base stations can support up to two buttons each. There is no added cost.
No. QMedic will not charge you any fees beyond the monthly or annual service fees, unless you need to order a replacement component of the system (e.g. wristband/pendant, base station, etc.).
Yes, QMedic offers an in-home cellular medical alert system that transmits over the cellular network in the case that the user does not have a functioning landline. The system is still only intended for use within the home and yard as the wearable device will NOT transmit data/voice call signals when out of range of the base station.
We also offer a Mobile Medical Alert System with GPS that works outdoors and can be used to track location.
No, the QMedic base station has a SIM card within the device that connects to the cellular network. It does not need to connect with the user’s cell phone.
No, we do not offer automatic fall detection to consumer clients. We do make certain fall detection systems available to MCO clients but generally do not recommend automated fall detection.
The QMedic system features 1,000 feet of range between the bracelet/pendant and the base station. This typically covers multi-bedroom homes, including front and backyards.
If the subscriber goes outside of this range, the device will not transmit emergency signals to the base station. Once the user comes back within range, the bracelet/pendant will resume transmitting data and emergency signals to the base station.
QMedic does offer a mobile medical alert system for outdoor use. This system features GPS and is distinct from our in-home medical alert systems.
If you have questions regarding your eligibility for insurance coverage of QMedic's service, please call our toll-free Sales line at 877.241.2244 (option 1).
Currently, if you are on Medicaid, or a Managed Medicaid/Medicare Advantage program, you may be eligible for coverage/reimbursement for QMedic's service in the states below:
Yes, visit our online Technical Support reference guide for help with your issue, or our customer service line at 877-241-2244.
Let us know by phone or email that you would like to cancel your subscription and we will provide you with a return label and an empty box if you don't have one. We can send the label by email or by regular mail. Note: we will not cancel your subscription until we get the hardware back in our possession. If you have sent the hardware back at the time of your subscription renewal and we can see that the box is en route, we will refund the charge.
The QMedic system includes the base station, base station power cord, base station phone cord (for landline option only), wristband/pendant and instruction manual.
If you live in the Continental United States (48 states or District of Columbia), you will receive the unit within 3-5 business days of purchasing if you order before 4:30pm EST. If you order after 4:30pm, please allow for one extra business day. If you live in Alaska and Hawaii, please allow 7-10 business days for USPS/Fedex ground shipping. If you need the device sooner than that, you can pay for premium expedited shipping.
We recommend that you place the base station in the most central location possible. Make sure that there is a phone and power outlet available nearby for the landline option, or just a power outlet for the cellular system.
The QMedic customer service representative will take this information at the time of you ordering the service. You can also call us back to give this information anytime, or to update the existing information, or 877-241-2244.
Yes, the In-Home wristband/pendant is waterproof. You should have no concern wearing your wristband/pendant while taking a bath/shower, doing dishes, cooking or other common household activities. The Mobile GPS device is water-resistant and can be worn in the shower, but should not be submerged underwater.
The button enclosure is a plastic material, the band is a rubber material and the necklace lanyard is a nylon fabric. Note that the wristband button enclosure attachment has standard watch pins, providing you the flexibility to attach a different band if it works better for your loved one.
Yes, you should wear the wristband/pendant at all times so that you can get help in case you need it. It’s not uncommon for someone to experience an emergency after getting out of bed in the middle of the night. The only time we recommend removing the device is to charge your Mobile GPS device (does not apply to In-Home systems, which should be worn all the time, including nighttime)..
QMedic offers a variety of hardware options, each with their own charging schedule. As a rule of thumb, the basic Mobile necklace should be charged monthly and the Mobile+ devices and smartwatch should be charged roughly every four days. We will provide further instruction during the initial call while we take your information and make arrangements
Yes, the QMedic solution is monitored by a UL-listed monitoring center that is open 24 hours per day, 365 days a year.
It takes an average of 30 seconds for a call center operator to come on the line.
Yes, the monitoring center is located in the USA. There are two locations to provide safe and reliable redundancy, one in Utah and one in Idaho. The monitoring center services all of the USA--they have an address database connecting your location to the closest emergency medical services in your area and will dispatch accordingly.
For the in-home landline or cellular units, the incoming number for the QMedic monitoring center is (801) 781-6101.
For the mobile medical alert unit, the incoming number for the QMedic monitoring center is (801) 781-6173.
For the mobile smartwatch unit, the incoming number will be (800) 481-2700.
If the user indicates to the call center that they are in need of medical help, the call center operator will always dispatch emergency medical services immediately, as not to stall necessary medical care. In the case that the call center cannot communicate with the user, however, you can choose that you would prefer for them to call a caregiver first. This can be useful if a caregiver is close enough to arrive before the EMTs, or if the user has a history of false alarms and you want a chance to check instead of immediately dispatching medical services.
If you are not able to communicate, we will first try to call the home phone line. If we cannot reach you on the home phone line, we will follow the protocol you establish at registration. We can call emergency services or family/friends depending on your preference.
The operators will treat every alarm as an emergency. If the operator is unable to communicate with you, emergency medical services will be dispatched (or your primary contact will be alerted, depending on your predetermined order of contacts). There will never be a case where no action is taken due to lack of communication.
This is no problem. When the operator comes on to the line simply tell him or her that you accidentally pressed the button. There is no charge for false alarms.
No. You will not be charged a fee based on the number of times you press the button. Also, the base station is dialing a toll-free number, so you will not be charged for the call.
At registration, we will ask you for entry information. When there is an emergency, we can contact friends and/or family that have a key based on information you provide during registration. In addition, you can purchase a front door lockbox and provide the code to us. We will pass the code to the emergency responders for quick access to your home.
The battery in the wearable device lasts about two years, excepting rare cases of system malfunction. We keep a close eye on the battery life and will contact you to replace it if we note any issues.
You can call us (877.241.2244, option 2) and we would be happy to check the battery level for you. Don’t worry, we are monitoring battery level at all times.
We are constantly monitoring battery level and we will send you a new wristband/pendant free of charge when it becomes necessary. The new wristband/pendant will be ready to go and automatically connect to the base station. We will also provide a pre-paid package for you to send the old wristband/pendant back to us.
In the case of a power outage or if the system becomes unplugged, the base station’s battery will last roughly 24 hours. The base station will announce aloud immediately if it loses power for any reason.
You have the option to test the device as often as you like. We recommend you test once per month. Simply press the button at any point and tell our operator that it is just a test.
Call us at 877.241.2244, option 2, and we would be happy to make any necessary changes to your information in our system. If you move, it is important that you notify us so that the emergency services know what address to come to in the event of an emergency.
