Faulty units and low battery alerts

Purpose

This procedure describes the actions to be taken by a Careline Officer in response to faulty units and low battery alerts.

Responsibility

All Staff

Process

Faulty Units

To maintain service delivery alarm units must be fully operational. Therefore when notified of a faulty unit staff should investigate and resolve the problem during the same day shift, where possible. Notified faults should be addressed within 24 hours.

Should it be necessary to replace a faulty unit, it is preferable to change it over with the latest model of the same equipment type.

Programme the unit to the customer’s ID number; make a note of the serial number and unit type on Jontek.

Visit customer who has indicated that there may be a fault on their alarm unit. It must be established initially that the:

• Phone line is plugged in and working.
• Electric plug is in the socket and switched on.
• Batteries have not failed
• Customer is familiar with the correct use of the alarm.

Test unit by pressing both the pendant and the unit.

Low battery alerts

• Visit customer to change the battery in the unit. Place a sticker on the base of the unit to record the date that the battery was changed.
• Test unit by pressing both the pendant and the unit.
• If no batteries available or still low battery alert replace the unit.
• When pendant batteries are low the pendant will flash intermittently when pressed. Visit to replace pendant, reprogram to customer’s existing equipment and test before leaving.