What REALLY happens when you press your emergency button?

For many seniors and their families, purchasing a medical alert system provides great peace of mind. Yet there is still an invisible barrier: the fear of pressing the button. Many users hesitate, fearing they’ll “bother someone for no reason,” appear vulnerable, or mistakenly imagine that ambulances will rush to their homes with flashing lights at the slightest press of the button.

The reality is much more human, calm, and structured. There’s no shame in using your system, and emergency responders are never dispatched blindly. Here’s exactly how the process works, from start to finish, depending on the system you have.

1. For the At-home and At-home+ systems (At Home)

When you press your emergency button at home, the signal is instantly sent to our monitoring center. Here is our step-by-step protocol:

• Direct Communication: Our first instinct is always to contact the person using the device directly. For the at-home and at-home+ systems, this is done via an immediate phone call to your phone. If you answer the phone and confirm verbally that everything is fine (for example, if you pressed the button by mistake), we will immediately stop the process.
• Why do we call you on the phone instead of talking through the console? This is a question we’re often asked. The console is stationary and plugged into a specific location in the house. If the console is in the living room and you fall in the bathroom, it would be impossible to hear you or communicate effectively. Calling you directly on your phone is the fastest and safest way to avoid wasting precious time trying to make out a distant voice. If you don’t answer the phone, rest assured: we won’t waste any time and will immediately move on to the next person on your list.
• What if the person is unconscious or unable to answer the phone? It’s very simple: if we don’t hear back from you during this call, we will immediately consider it a genuine emergency.
• Checking in with your contacts: If we don’t receive a response, we’ll call the numbers on the contact list you provided (children, neighbors, relatives). If the first contact doesn’t answer or is unable to confirm that you’re okay, we’ll move on to the next contact. Important note: You can include up to 4 people on your list. It is generally not recommended to include more than that, as a list that is too long can slow down the process if needed.
• Dispatching Emergency Services: If none of the contacts on your list can be reached or are able to confirm your condition, we will immediately call 911 to send emergency services to your home.

2. For the Mobility and Mobility+ systems (On the Go)

If you use one of our mobile systems designed for outdoor use, the operation adapts to your freedom of movement:

• The built-in speaker: Unlike fixed systems, the Mobility and Mobility+ devices have a speaker and microphone built directly into the portable unit. As soon as the alert is triggered, an agent at our monitoring center communicates directly with you through your device, no matter where you are. If you answer and confirm verbally that everything is fine (for example, if you pressed the button by mistake), we will immediately stop the process.
• Instant Geolocation: As soon as we receive your alert signal, our control center receives your precise GPS coordinates.
• The call protocol: We first try to speak with you via your device. If you do not answer, we activate your emergency contact list. If no one can confirm that you are safe, we dispatch emergency services directly to the exact location provided by your device’s GPS.
• Notifications for Family Members: For these two external systems, your loved ones can also receive a text message. In addition, the Mobility+ plan includes a Caregiver App, which allows caregivers to receive an instant notification on their smartphone as soon as an alert is triggered.

Answers to Your Frequently Asked Questions

What happens if the person responds and confirms that they need help? In this case, there is no waiting: we contact and dispatch emergency services (ambulance, fire department, or police) directly to the scene, without any intermediaries.

What if the user lives in a senior living facility? If the person lives in a residence where caregivers or nurses are on site 24 hours a day, you can simply list the residence staff’s number as the first choice in the emergency contacts. Our call center will contact them as a top priority so they can go to the apartment immediately to assess the situation. If necessary, we may still contact you afterward to notify you of the alert (or send you a text message if the user has the Mobility or Mobility+ option).

What happens if I press the button by mistake? Please know that you will NEVER be charged for a false alarm, no matter how many times it happens. Whether the button was accidentally pressed while gardening, sleeping, or moving an object, our team is always happy to hear from you and confirm that you’re okay. False alarms are a part of everyday life, and there are absolutely no hidden fees or penalties for them.

In conclusion: A process that puts people first

A medical alert system isn’t a robot that sets off an ambulance siren at the slightest touch. It’s a direct, human, and intelligent connection between you, your loved ones, and trained professionals who are there to listen to you and guide you toward the right solution. You’re never a bother—that’s what we’re here for!