Personal Alarm System - The INS Group
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1800 636 226 www.theinsgroup.com.au
Getting to know your
INS LifeGuard Personal Alarm System and its many features and
services
INS LifeGuard
Medical Alarm | TeleHealth | Virtual Nurse or GP Consults | Home
Automation Telephone Service | Internet Browsing | Social
Networking | Information Panel
2
Table of Contents
± Welcome to INS LifeGuard 3 ± How it Works 4 ± Benefits of our
Service 5 ± In-Home Alarm Systems 6 ± Mobile Alarm Systems 7 ± The
SmartHome IPD (In-Home) Alarm System 8 ± Optional Products and
Services 9 • Activity and Safety Monitoring with Home Security 11 •
Our Secure, Web-Based Client Portal 12 • Our Exclusive LifeGuard
SmartCarer App 12 • Telephone Service 13 • Internet Browsing 13 •
Virtual GP Consults* 13 • TeleHealth Service 14 • Home Automation
and Security 15 • My Concierge Service 16
± Answers to Frequently Asked Questions 18
3
Welcome to INS LifeGuard
INS LifeGuard is Australia’s premier nurse emergency response and
support service. With over 30 years’ experience, and about 30,000
services installed, INS is trusted by those in need within the
community and by more village operators and resident committees
than any other support system Our service exceeds Australian
Standards Indeed, we work under the higher standard required and
expected of us as registered health care providers, meeting AS
4607:1999 as well as AS/NZS 5205:2019 and ISO 9001:2016
Emergency Response In the event of an emergency, simply press the
HELP button, either on your wrist or pendant transmitter or on the
alarm unit itself and you will be connected with one of our
experienced nurses – 24 hours a day, 7 days a week Further, on some
of our products you can also use LifeGuard’s voice activation
feature to initiate an alarm via voice alone Remember, we are not
just here for medical emergencies; INS LifeGuard can contact any of
the emergency services, such as Police or the Fire Brigade, if
required
Updating your details A very important part of the service is
having accurate and current details on file for you in the event of
an emergency When your service was established, we provided a
Client Information Form for you to record this information Please
keep your information up-to-date The easiest way to do this is
to:
± Request access to the free Client Portal (see page 12) which
allows you or your family to update your own information whenever
you like
± Ask your family/carers to download our LifeGuard SmartCarer App
available from the Google Play Store or iOS Store They can use this
app to update your information at any time (with your
permission)
The information obtained remains confidential and will not be
disclosed to a third party unless it is required for your wellbeing
For example, if an ambulance is called, we may need to share your
medical history with paramedics
Copyright © The INS Group 2021. All Rights Reserved. Patented
Design. (Rev. 30/06/2021)
4
If you need assistance, press the HELP button, either on your wrist
or pendant transmitter, or on the emergency unit itself
An alarm is sent to a nurse in our Emergency Response Centre who
will call out over a two-way speaker on your emergency unit
The nurse will assess the situation and send help right away — this
could mean contacting a family member, neighbour, friend or
emergency services
If the nurse is unable to make voice contact, an ambulance will be
dispatched. No matter what the situation, rest assured help is on
the way
How it Works
Benefits of our Service
There are many features and benefits to our service We encourage
you to utilise the features below and recommend that you test your
wrist or pendant transmitter at least once a month to make sure it
is working and to say hello to our friendly staff A convenient way
to remember is to test on the date of your birth (e g if you were
born on the 10th of August, test on the 10th of each month) If you
require any further information please do not hesitate to contact
one of our TeleHealth Nurses on 1800 636 226
± A FREE CHAT LINE
If you are feeling lonely and just need someone to talk with, an
INS TeleHealth Nurse is there for you to call and have a chat with
any time of the day or night
± A FREE HEALTH INFORMATION LINE
This enables you to call INS LifeGuard at any time for information
or support Our TeleHealth Nurses can interact with your GP or other
primary health provider on your request
± MEDICATION PROMPTING
If you need help remembering to take medication on time, we can
assist you with a call to prompt you (Extra charges may apply )
Alternatively your family or carer can utilise the LifeGuard Client
Portal or the LifeGuard SmartCarer App to set reminders for you,
which will appear on your SmartHome IPD or other SmartHome
connected products
± WELFARE CHECKS
Welfare checks are available, if required For example, we can
assist you on your return home from hospital when you might be
feeling less secure and a little apprehensive about being home on
your own INS will call you to make sure you are comfortable and
everything is alright
6
In-Home Alarm Systems
The SmartHome IP Dialler (IPD) is the base unit of your alarm
system, and is available in two versions While they may differ in
appearance, the functionality is the same You should also have a
wrist or pendant transmitter For a small additional cost, an
automated Fall Sensor transmitter can be optioned (see page 10) To
view or download data sheets for our products, visit theinsgroup
com au/products and click the product photo or name
Full details on the use of the IPD itself is explained in the User
Guide that came with your system The purpose of this book is to
quickly familiarise you with how our service works, to review
optional products and services that may be of benefit, and to
answer some of the most frequently asked questions you may have
about our service
LifeGuard SmartHome Mate with SmartDock This unique, high-quality,
low-cost smart companion has many of the features of the SmartHome
IPD and provides added functionality as a voice-activated call
point (or you can press the HELP button) It also supports many of
the features of the SmartHome IPD so you can access support from
other rooms The SmartHome Mate is your personal assistant,
incorporating Google Assistant and Google Home
We have partnered our unique platform with Samsung’s high-quality
tablets, and offer a range of options and specifications to meet
your needs
The SmartDock allows for wireless charging and enhanced audio
quality via built-in microphone and speakers
IPD Version 2 Wrist or Pendant
Transmitter Wrist or Pendant
IPD Version 1
7
Mobile Alarm Systems
Now you can take your alarm system with you wherever you go With
the press of a button on any of our mobile alarm systems, you’re in
contact with a nurse wherever you are! Our nurse can speak to you
via speakerphone and assess the situation The built-in GPS locator
ensures we can locate you in an emergency and send help at once –
even if you’re not able to respond Our mobile alarms are fully
featured, stand-alone systems, so they don’t require a telephone
line or broadband connection One is sure to suit your
lifestyle
LifeGuard SmartMobile with SmartDock Purchase the complete system,
including the all new SmartDock, or download the app for your
compatible phone LifeGuard SmartMobile has many of the features of
our SmartHome IPD, but on a mobile phone so you can take it
wherever you go It is voice-activated and can also be used as a
talking call point
You can record vital signs, either automatically using our range of
monitors, or manually using your existing devices Access saved data
via our free Client Portal, and even share with your GP, carer or
family, if desired
LifeGuard SmartWatch V2 The LifeGuard SmartWatch is the latest in
wearable technology and uses 4G mobile technology More than just a
watch, this device is a mobile alarm, GPS tracking device/locator,
and even functions as a mobile phone Incorporating many features of
our SmartHome IPD, it’s also water resistant (splashproof, not to
be submerged or worn in shower)
LifeGuard SmartTracker 4G The LifeGuard SmartTracker is perfect for
seniors who like to be independent and active It is a stylish
pendant that uses 4G technology like a mobile phone, but without
the complicated features You can even receive calls on it via
speakerphone It also functions as a fall detector, has a dock for
easy charging, and is water resistant (splashproof, but not to be
submerged or worn in shower)
8
The SmartHome IPD (In-Home) Alarm System
The LifeGuard SmartHome IPD is a unique, patented Personal
Emergency / Medical Alarm System It allows you to summon assistance
whenever you need it, at any time of the day or night so you can
live at home safely It consists of a dock with a built-in computer
tablet that receives signals from various transmitters and medical
devices via radio frequency, WiFi or Bluetooth and transmits them
securely to the nurses in our Emergency Response Centre for
monitoring Our Response Centre is staffed by fully qualified
TeleHealth Nurses who assess the situation, provide support and
send whatever help you may need This could be family members,
neighbours, friends or the appropriate emergency personnel
Ease of use The LifeGuard SmartHome was designed to be very easy to
use, even for those who are not ‘tech savvy’ or who may be
uncomfortable using computers The touch-screens are very
user-friendly, and you’ll soon be very comfortable using the system
Of course, should you require assistance at any time, simply press
the Help button and you’ll be in contact with an INS Nurse for
assistance
Our Standard Wrist or Pendant Transmitter
The system typically comes with our standard transmitter, which can
be worn as a pendant or on your wrist like a watch These
transmitters are waterproof and are designed to be worn at all
times, even when in the shower
The raised, tactile button makes it very easy to press for those
who may have arthritis, lupus or fibromyalgia You can use it to
summon assistance whenever you need it, at any time of the day or
night
And it can do so much more ... Please see the many optional
products and services that can be added at any time as outlined on
the next few pages If you are interested in any additional products
and services, simply press the Call Nurse button on your unit or
call 1800 636 226 — our friendly staff will be happy to help
The for those who may have arthritis, lupus or fibromyalgia You can
use it to summon assistance whenever you
For a small additional cost, an automated Fall Sensor transmitter
can be optioned. See page 10.
9
These transmitters and accessories are available to enhance your
emergency / medical alarm service:
Fall Sensor Should a fall be detected, and there is no sudden
movement within 10 seconds after the fall-detection, an alarm is
sent to our Emergency Response Centre You can also press the button
at any time if you need assistance
Fixed Wireless Call Point These devices are useful in common danger
areas where there’s a higher risk of slips and falls, such as
bathrooms, ensuites, and bedrooms They can even be fixed to outdoor
patios, etc They require no electrical wiring and can be installed
in minutes
Smoke Detectors Every home should be protected by a smoke detector
On detecting smoke, our smoke detector sounds an audible alarm, and
then transmits a signal to our Emergency Response Centre so
appropriate action can be taken It also advises us if the battery
runs low, so we can advise you of the problem
Water Sensor This will detect unexpected floods caused by home
appliances, a ruptured pipe or natural disasters It’s waterproof,
battery powered and features an extended probe design
Infra-Red Beams (PIRs) INS LifeGuard’s Infra-Red Beams are
wireless, easy to install, and can detect movement during specified
hours of the day or night They can form part of our Activity &
Safety Monitoring service, which is a non-intrusive way for family
members to ensure a loved one is safe without invading their
privacy They can also be used to provide a monitored household
security system
Door/Window Contact Designed to detect door/window opening or
closing, the Door Contact is useful for security and for those who
may wander It detects irregular activities, and includes checks for
low battery and system integrity
Who needs a Security Key Holder? Ambulance crews, assisted by the
Police and Fire Brigade, often have to force entry into locked
homes when someone who is ill or has had a fall cannot unlock the
doors In an emergency, when every second counts, a locked door
could delay life-saving medical treatment For this reason, INS
LifeGuard strongly recommends the use of a Security Key Holder In
an emergency, we will advise emergency personnel of the Security
Key Holder’s location and security code
The fixed version is usually mounted near the front or rear door
The portable version can be attached to a railing, pipe, or other
fixture and can easily be removed and relocated
11
Activity and Safety Monitoring with Home Security
INS LifeGuard offers passive Activity and Safety Monitoring as well
as Home Security Monitoring — at very competitive pricing! This
service uses one or more low-cost Infra-Red (PIR) motion detectors
to passively monitor a user’s surroundings It then reports back to
a friend, family member or carer who can check on the user to
ensure all is well
Signals from the PIR motion detectors are sent to the LifeGuard
SmartHome IPD where they are recorded and checked against pre-set
criteria to detect whether assistance might be required The
criteria that triggers an alert can be set up via our secure Client
Portal or free Carer’s App at any time
For example, you could set triggers for conditions such as:
• User hasn’t left their bedroom by 8 AM or entered it by 9 PM (to
detect whether a loved one is awake or has gone to bed)
• User hasn’t walked into the kitchen between 11 AM and 2 PM (to
detect significant changes in behaviours, e.g. hasn’t entered the
kitchen, so they may not have eaten)
Once the conditions are set, notifications will be sent whenever
they are triggered This can include displaying the notification in
the Client Portal or sending a notification to family/carer
directly via the free Carer’s App
Activation data can also be displayed as a graph or chart in the
Client Portal to easily identify changes over time, as well as to
create a profile to learn their routine and report any exceptions
using artificial intelligence
No need for additional expensive hardware, add this service at any
time!
12
When the LifeGuard SmartHome IPD is connected to monitored
Infra-Red (PIR) motion detectors, it can also provide home security
by monitoring movement in and around your home Simply install
Infra-Red beams in the locations you wish to monitor, and alarms
can be triggered whenever an intruder is detected
Our Secure, Web-Based Client Portal
The Client Portal is an innovative, secure web portal that allows
clients, as well as their family members and primary caregivers
(with client consent) to update the information held by INS
LifeGuard themselves at any time This means you don’t need to fill
out a new Client Information Form whenever your personal details or
nominated contact information changes
Requesting Access to the FREE Client Portal
Simply call 1800 636 226 and provide an email address for us to
send your log-in details Access to a computer, laptop, tablet or
smart phone is also required
Our Exclusive LifeGuard SmartCarer App
The LifeGuard SmartCarer App is a free companion app for your
LifeGuard System available from the Google Play Store and iOS Store
It allows family members or carers to update your information,
set-up tasks and reminders, and receive notifications and alerts on
their phone (with your permission)
Home Security Monitoring
What can you do with the Client Portal or Carer’s App? ± Update
personal details, and emergency contacts ± Update property details,
including the security key holder code ± Update your GP and
Pharmacy details ± Update medical Information, including
medications ± Set up tasks and reminders ± View notifications and
messages ± Browse news feeds and other interesting information ±
Family can call loved ones via the SmartHome IPD
13
Telephone Service
All calls to or from INS LifeGuard are free on the LifeGuard
SmartHome You can also use the SmartHome as your standard home
telephone by adding our optional SIP Telephone Service For a low
monthly fee, you can store your favourite contacts to call them
with one touch This service provides low-cost local, national and
international calls It can even include a free calls allowance for
local, national and mobile calls * The free calls allowance and low
cost call plans can be shared across the LifeGuard SmartHome as
well as the LifeGuard SmartMobile or LifeGuard SmartWatch You can
even keep your current phone number and transfer it to this service
†
* Costs dependent upon connection type and subject to change Not
available in all areas or homes † Depending on your current
provider, may incur a charge which varies by provider and is on
application
Internet Browsing
The LifeGuard SmartHome can be used for basic internet browsing and
social media applications such as Facebook, YouTube, and Email Stay
up-to-date with the latest news, listen to your favourite music,
and much more for a low fee with our managed 3G or 4G M2M mobile
service Research confirms that being socially isolated can
negatively affect both mental and physical health INS LifeGuard
SmartHome can assist to maintain participation in family, community
and social spheres With this service you can stay connected with
family and friends, especially important for those who may live far
away
Virtual GP Consults*
You can request an audio/video call for a virtual face-to-face
consultation with a GP without leaving your home This service is
available any day of the week at a time that best suits you You can
choose to pay for one-off consultations as required, or take
advantage of our subscription service to receive low-level
prescriptions and referrals to other allied health professionals We
keep a comprehensive electronic patient record including medical
details, medications you may be taking and any allergies For best
continuity of care, we’ll share the outcome with your regular GP
and/ or specialist Of course all records are confidential and you
can request we not share them with your GP
* Future development.
TeleHealth Service
Our optional TeleHealth service assists with monitoring people’s
health, particularly those with medical conditions such as
diabetes, COPD, chronic heart failure or unstable blood pressure,
right in their own home Vital signs (blood pressure, blood sugar,
pulse, and other measurements) can be automatically recorded and
sent to a Nurse at INS LifeGuard for monitoring If the readings are
of concern, our Nurse will action and follow-up with you You can
also receive a monthly Registered Nursing Review To access the
nursing review, you’ll schedule an appointment via the LifeGuard
SmartHome At the appointed time, our Nurse will initiate an
audio/video call During the review our Nurse will discuss any
health issues, review your previous month’s data, and if required
and agreed, forward a report to your medical practitioner If you
have a Care Package, speak to your provider about adding this
service
Optional Accessories These medical devices are Bluetooth capable
and send your results to the SmartHome automatically:
Blood Glucose Monitor Kit (BSL) The MyGlucoHealth wireless meter
from Entra Health Systems is the world’s first integrated
Bluetooth-enabled blood glucose meter With rapid testing results
available in 3 seconds or less, smallest blood sample size (0 3µL)
and automatic coding of test strips, the MyGlucoHealth meter is the
most advanced diabetic patient care product on the market
today
Blood Pressure Monitor The TaiDoc TD-3128B blood pressure monitor
features comfort inflation technology, irregular heartbeat
detection, automated averaging function and automatic data
transmission
Ear and Forehead Thermometer The TaiDoc TD-1261F ear and forehead
thermometer features a two-colour backlight screen, fever range
warning, and has optional probe covers for sanitary ear use
Weight Scale This TaiDoc TD-2551B scale can measure both weight and
BMI, and features a low-battery indicator Maximum capacity is
180kg, and it measures in kilograms, stones and pounds Height range
100-250cm
SpO2 Pulse Oximeter (hand-held) This TaiDoc TD-8201 hand-held Pulse
Oximeter measures oxygen saturation and pulse rate, and features
IPX2 water resistance, shock resistance, and an alarm warning
SpO2 Pulse Oximeter (fingertip) The Nonin Onyx II 9560 fingertip
Pulse Oximeter is a proven performer providing consistently
accurate oximetry readings you can depend on Built-to-last and
easy-to-use, it’s ideal for home patient use
15
Home Automation and Security
The LifeGuard SmartHome can be used to provide home automation
features, e g to automatically turn on/off power points and lights,
or even to lock or unlock your doors You can control these features
from the device, or the Nurse from INS LifeGuard can control them
if needed during an emergency (e g to unlock your front door to
allow emergency services to enter) It can also be connected to
monitored Infra-Red Beams (PIRs), thus providing home security by
monitoring movement in and around your home, providing added peace
of mind
Optional Accessories These Home Automation and Security devices
will work with the LifeGuard SmartHome IPD:
Infra-Red Beams (PIRs) INS LifeGuard’s Infra-Red Beams are wireless
They are easy to install and use, and can detect movement during
specified hours of the day or night, thereby providing a monitored
household security system They can also be used for in-home
activity monitoring WiFi and ZigBee Smart Light Switches and
Dimmers This intelligent wall light switch can connect to ordinary
incandescent, halogen, and dimmable LED lights allowing you to
control them from your LifeGuard SmartMobile, SmartMate, or
SmartHome touch screen as well as from your own mobile phone
Available in 1, 2, 3 or 4 gang, plus dimmer (currently 1 gang
switch) In-line switches are also available Inline Light Controller
This allows the user to turn lights on or off automatically via the
LifeGuard SmartHome touch screen (e g if you need to get out of bed
at night and want to turn the light on or off, or for use in common
areas within villages) Door Strike The door strike lets you
automatically lock or unlock doors right from the LifeGuard
SmartHome touch screen Can be used in private homes or within a
retirement village setting Remote Power Switch The remote power
switch turns power on or off at specific power points (e g to turn
off an appliance that was left on) without having to get up or even
be in the same room Door/Window Contact Designed to detect
door/window opening or closing, the Door Contact is useful for
security and for those who may wander It detects irregular
activities, and includes checks for low battery and system
integrity LifeGuard SmartDoorbell (also functions as a security
camera)
Works with the LifeGuard SmartHome IPD and SmartHome Mate to
provide an audio/video intercom system Allows you to screen
visitors before opening the door Visitors can also leave a message
Use it as a motion sensor and security camera Monitor in real-time
or review footage captured earlier Built-in high sensitivity mic
and stereo surround speakers
16
Call 1800 636 226 or visit us at theinsgroup.com.au to learn more
about any of our products and services.
Do you have a community Home Care Package? INS LifeGuard’s services
may be covered by your Home Care Package Call us on 1800 636 226 to
learn more about which services may be funded through your care
package, or contact your care provider directly to request our
services
My Concierge Service
Having a personal concierge isn’t an expensive luxury It’s a
practical and convenient way to help manage everyday tasks so you
have more time to relax and enjoy life With this optional service,
you simply press a button to get assistance arranging a wide
variety of services, such as: • Home maintenance (electrical,
plumbing, painting and more) • Health care (nursing care, personal
care, domestic assistance and
more) • Personal shoppers, flower deliveries and gift shopping •
Mobile hairdressers • Relaxing massage or spa visit • Taxi
bookings
and many more services that will be added in the future
External Strobe Light Upon receiving a signal from a transmitter
that’s been triggered, this innovative device responds by
activating its siren and strobe light, thus attracting attention to
the unit so village staff or emergency services will know exactly
which unit to go to
17
General Service FAQs
± Why choose INS LifeGuard over any other Personal Response System
provider?
All calls are answered by qualified nurses and other healthcare
professionals This is exclusive to INS LifeGuard We exceed
Australian Standards for medical monitoring … indeed we work under
the higher standards required and expected of us as registered
health care providers
± Who gets notified in an emergency?
In an emergency, we’ll follow the village protocols (for village
residents), and summon Emergency Services (police, fire brigade, or
ambulance) depending on the situation With your permission, we’ll
call the nominated Emergency contacts provided on your Client
Information Form, and/or the Village Manager, if you’re a village
resident
± How will I learn to use the LifeGuard system?
Upon installation by INS, our technician will carefully explain how
the device works If self-installed, INS will include supporting
documentation in the Welcome Pack to assist you throughout the
installation process Every client receives a User Guide which
outlines the functionality of the device Should you require further
assistance at any time, simply press the HELP button (either on
your wrist or pendant transmitter, or on the device itself) and
you’ll be connected to our nurses who can answer any questions you
may have Alternatively, you can call us on 1800 636 226 at any
time
± How can I be sure the system is working?
We encourage you to test your system just to ensure that everything
is working fine We recommend this be done at least monthly Testing
involves simply pressing the HELP button (preferably on your wrist
or pendant transmitter) When the nurse answers, just advise them
that you are testing If at any time you feel there may be a problem
with your system, simply call 1800 636 226 and speak to our
friendly nurses for assistance
± If I’m not near the unit when I press the pendant, can I still be
heard?
If you are in another room, the alarm should still work On
installation, our technicians perform a range test to ensure the
system works from every room If self-installed, INS recommends you
test the system by following the instructions on the Quick
Installation Guide included in the Welcome Pack This will help you
to identify any potential limitations You can also add our
SmartHome Mate into any room to extend the range The SmartHome Mate
can be voice-activated and act as a talking call-point We recommend
regular testing as coverage can change over time
19
± What is the range of the wrist or pendant transmitter?
All transmitters are manufactured to comply with Australian
Standards AS 4607 This includes a range of up to 50 metres in open
space (depending on the type of transmitter) The actual range of
the pendant should be tested in the home to confirm coverage area
Please note that range is subject to a number of factors including
the type of building materials used in your home and environmental
factors We can also supply options to extend the transmitter range
to larger areas around homes
± Will my transmitter work when I’m outside my home?
INS does not perform any testing of the transmitter outside the
home As such, we cannot guarantee they will work outside and
recommend they be used inside the home only However, we do offer
range extenders that can boost the coverage, and mobile alarm
systems that can be used outside or when you’re away from
home
± Can I wear my transmitter in the shower?
Yes! The standard pendant or wrist transmitter is water
resistant
± Will my pendant interfere with my pacemaker if I wear it around
my neck?
No The pendant has been tested in accordance with AS/NZS 61000 6 3
standard 2008 for EMC (Electromagnetic compatibility) and has been
certified as compliant
± How will emergency personnel get into the home?
We recommend a security key holder be installed Our TeleHealth
Nurse will provide the code to emergency personnel if they are
called If you don’t have a security key holder, one of your
nominated contacts should have a key to your home and live close
enough to meet emergency services at your door in an
emergency
± What happens if the electricity goes out?
Our units have a battery back-up that will operate the unit in the
event of a power outage When the power is restored, the battery
automatically recharges and is then ready for any additional power
outages INS recommends you keep the unit plugged in at all times to
ensure the battery is always fully charged That way, if there is a
power outage, the battery will last for up to 38 hours
± What happens if I fall over at night?
Just press your HELP button – our call centre is staffed by
qualified nurses 24 hours a day, seven days a week
± What will happen if I accidentally press my pendant and send an
alarm?
You can press the cancel button on the device If you have the
SmartHome IP Dialler, the cancel button appears on the touch screen
once you have activated an alarm, either from the base unit or the
pendant
20
Should you not cancel the alarm in time, it will send the alarm and
a nurse at INS LifeGuard will respond Simply advise the nurse that
it was activated accidentally and that no assistance is required
This can then be treated as a test alarm, thus confirming that your
device and pendant are working correctly
± Can I set up the unit myself, or does it have to be
professionally installed?
Our units are quite easy to install, and full instructions are
provided, so you can save money by installing it yourself If you
prefer, we can send a technician to install the unit
± What if I wish to move the unit within my residence?
INS recommends not moving your device, as diagnostic tests were
performed during installation to ensure the best network
connectivity in its present location If you must move your device,
we ask that afterwards you perform a test from your wrist or
pendant transmitter to ensure the alarms are still received by our
call centre Please advise the nurse you have moved the unit and are
testing it
± What if I move to a new address?
We can transfer your system to your new address Just give us as
much notice as possible so we can update your file with the new
information Then simply connect the system at the new address, and
press the HELP button to test the unit Our nurses will respond and
confirm that everything is working properly
± Where is the response centre located?
Our Emergency Response Centres are located in New South Wales,
Australia, and Auckland, New Zealand They operate 24/7, including
all public holidays – so we’re always available when you need
assistance
± Will activating my INS LifeGuard alarm system mean higher phone
bills?
No Our newest alarm system, the SmartHome IP Dialler, does not use
any telephone line They work via a SIM card over the mobile
network
SmartHome IP Dialler FAQs
± Does the IPD meet Australian Standards?
YES! The LifeGuard SmartHome IP Dialler has been tested and
certified to comply with AS 4607:1999
± Can I connect my device to the nbn™?
Yes, the IPD can be connected to the nbn™ via Ethernet or WiFi If
connected this way, the SIM card will function as a back-up in the
event the nbn connection is not working for any reason
21
± What is the function of the handset on the IPD?
The handset is included for those clients who choose to take up the
optional INS Telephone Service As the device is not connected to a
standard phone line, the handset can only be used as a telephone
with this optional service in place
± How do I read notifications on my device?
Notifications can be sent by INS LifeGuard if there is information
we feel you should be aware of, or as a result of tasks and
reminders that you’ve asked us to set up for you They can also be
sent by Village Management if you are a village resident
The bottom centre of the screen displays the number of unread
notifications, if any, in a red box If there are no new
notifications, it will display 0 in a white box Simply tap that to
view your notification history The list of notifications will be
displayed on the left side of the screen and you can identify any
that have not been read yet Tap on any notification to display the
full message on the right side of the screen so you can read
it
± Can I increase the size of the text on my device?
Unfortunately no, there is currently no way to change the text size
programmed into the system
± Can I change the times for the Night Time Window when the screen
is dimmed?
Yes The screen on the LifeGuard SmartHome IPD will turn off between
the hours of 9 PM to 6 AM This is simply so the light from the
screen doesn’t disturb you in the evening The screen will
automatically wake if you trigger an alarm If you would like to
change the hours of the Night Time Window, simply contact INS on
1800 636 226 and our staff can adjust that for you
Please note that the Night Time Window does not affect the
SmartHome IPD emergency functions. The alarm system will still work
when the screen is dimmed
± There is a message on my device that reads “No Subscription” –
what does that mean and how do I remove it?
This notification appears on the IPD screen if one of the four
coloured boxes on the right of the screen are touched (My Home, My
Health, My Lifestyle, or My Phone) and you have not subscribed to
these services Please be assured this message does not mean that
your alarm system is not working properly
To dismiss this notification, simply press OK on the screen and the
message will disappear If you are unable to dismiss the message,
simply press your HELP button or call 1800 636 226 for
assistance
± There is an error message on my device screen, what should I
do?
If there is an error message appearing on screen, please either
test your system by pressing the HELP button or call us on 1800 636
226
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± How do you locate someone using a mobile alarm?
Built-in GPS locators ensure we’ll be able to speak to you, locate
you, and send assistance – even if you’re not able to respond For
self-monitored mobile alarms, you can use the GPS function to
locate the user and track where they’ve been, which can be very
useful if you’re having trouble contacting them, or for those who
have dementia and may wander
± What platform is your LifeGuard mobile application available
for?
You can download the LifeGuard Mobile app to your existing,
compatible smart phone You’ll need an Android phone (version 4.1 or
higher) and a minimum 5″ screen.
± How does the mobile LifeGuard SmartTracker work?
It works using the same cellular technology as a mobile phone, but
without the complicated features The user can simply press a button
to send an alarm It also functions as a fall detector, has a
docking station for easy charging, and is waterproof IPX6, so it
can be safely worn in the shower
± How much do the mobile alarm systems cost?
Please call 1800 636 226 for more information – our operators would
be happy to discuss the cost with you
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