You will find here the common technical questions that our customers have. If you have a question that is not answered here you may find it in our more general Frequently Asked Questions (FAQs) or, failing that, please get in touch via our contact form and we will answer your questions directly.
1. Who should set up my MonitorGO™ device?
That is entirely up to you. The set up process is reasonably simple but if you are not comfortable with computers it may be a good idea to ask your carer, perhaps your son, daughter or another relative or friend, to do it for you. The MonitorGO™ device offers the option of third party monitoring where your carer can track your location and access information about how you are using your MonitorGO™ device. If you want to take advantage of this they will need to set up their access in the client area.
2. How should I wear my MonitorGO™ device?
The best position to wear your MonitorGO™
device in terms of maximising its ability to detect a fall is close to your waist. You can wear it in a pocket in your trousers or skirt if the MonitorGO™
device is next to your body, and if there is nothing else in that pocket. You can also wear it in a pouch attached to a belt or to a waistband. We provide, within the cost of the device, two different holsters to facilitate this. This offers you options and it’s up to you to determine which feels more comfortable for you.
Please be aware that carrying your MonitorGO™ in an alternative way could potentially compromise the fall detection facility to varying degrees. Always wear the device on your person other than when you place it on the charging cradle at night. It will not work if you keep it in your handbag, for example!
3. How do I make sure I keep the battery charged?
It’s very important that you keep your MonitorGO™ device charged up – if the battery is very low or dead it won’t work. To help you do this we provide a charging cradle which should sit on your bedside table. Your device should be inserted into the cradle when you go to bed which will allow it to charge overnight. The device will then stand upright in the cradle which should allow you to easily reach for it and pick it up in the night if you need to call for assistance. If you need to go to the bathroom in the night you would be best advised to take your MonitorGO™ device with you and then replace on the cradle when you return, just in case you have a fall or other issue which requires assistance.
4. How do I call the 24 hour care line?
If you need assistance it is very simple to call the 24 hour care line using your MonitorGO™
device. Simply hold the device, press the home button below the touch screen and ‘swipe’ across to activate it (unless it is already ‘awake’).You will see the Help screen with the options of ‘Help’, ‘Contact List’ and ‘Keypad’. To call the care line simply select Contact List and choose ‘Call 24/7′.
The fall and unconsciousness detection automatically defaults to the care line so they would be alerted if this is triggered.
5. How do I call one of my designated contacts?
If you need assistance it is very simple to call one of your designated contacts using your MonitorGO™ device. Simply hold the device, press the home button below the touch screen and ‘swipe’ across to activate it (unless it is already ‘awake’). You will see the Help screen with the options of ‘Help’, ‘Contact List’ and ‘Keypad’. Select ‘Contact List’ and choose the person you would like to call from the list. You will see both their name and their photo to make it easy to choose the right person. Click on their name/photo and your MonitorGO™ device will place the call. If they don’t answer or you connect to their voicemail and need to speak to someone simply end the call (select the red ‘End’ button) and you will be returned to the Help screen. Select your ‘Contact List’ to try your other stored contact or call the care line where your call is guaranteed to be answered around the clock.
6. How do I call someone who isn’t stored in my contacts?
You can use the keypad function to make calls just as you would with a standard mobile phone. Simply hold the device, press the home button below the touch screen and ‘swipe’ across to activate it (unless it is already ‘awake’). You will see the Help screen with the options of ‘Help’, ‘Contact List’ and ‘Keypad’. Select ‘Keypad’ and you will be presented with a regular mobile phone keypad. Simply enter the number you wish to call and press the ‘Call’ button.