MobileHelp CBS5 Mobile Medical Alert Systems User Guide

MobileHelp CBS5 Mobile Medical Alert Systems

Mobile Medical Alert Systems

The Mobile Medical Alert Systems come with an optional internal fall detection feature on the mobile device. Please note that the fall detection feature does not detect 100% of falls, and users should always push the help button when they need assistance. The mobile device is not intended to replace a caregiver for users dealing with serious health issues.

If you do not have the optional Fall Detection service on your Mobile Device and would like to add it, please call our Customer Support team using the phone number listed on the contact information insert that came with your system to find out how you can add Fall Detection service for a low price in addition to your system plan!

The Mobile Medical Alert Systems come with the following components:

• Cellular Base Station
• Mobile Device
• Neck Pendant or Wrist Button
• Cradle Charger

The Wall Button, Fall Button, and Mobile Case are optional components available at an additional cost. The Fall Button has a separate user guide.

If you purchase two Mobile Devices, you can choose two Neck Pendants or Wrist Buttons, and you will receive two Cradle Chargers and two Mobile Cases.

The Cellular Base Station features an Emergency Button, Reset Button, ON/OFF Switch, Speaker, and Signal Strength Indicator. The Signal Strength Indicator displays green bars for signal strength and blue bars for volume level.

The Mobile Device features a Snap-on Lanyard, Test Button, Microphone LED Ring, Pressure Sensor, LED Light, and ON/OFF Button.
It is waterproof and comes with an Emergency Help Button.

The Neck Pendant comes with an LED Light, while the Wrist Button does not.

Product Usage Instructions

• Always push the help button when you need assistance, even if you have the fall detection feature.
• If you want to add the Fall Detection service to your Mobile Device, call customer support using the phone number listed on the contact information insert.
• The Wall Button, Fall Button, and Mobile Case are optional components available at an additional cost.
• The Cellular Base Station features an Emergency Button, Reset Button, ON/OFF Switch, Speaker, and Signal Strength Indicator. Use the Signal Strength Indicator to check the signal strength and volume level.
• The Mobile Device is waterproof and features a Snap-on Lanyard, Test Button, Microphone LED Ring, Pressure Sensor, LED Light, and ON/OFF Button. Use the Emergency Help Button in case of an emergency.
• The Neck Pendant comes with an LED Light, while the Wrist Button does not.
• If you have any questions during the setup process or while using the product, call Technical Support.

IMPORTANT NOTICE

Internal Fall Detection does not detect 100% of falls. If able, users should always push the Help Button when they need assistance. Mobile Device is not intended to replace a caregiver for users dealing with serious health issues.
Fall Detection: If you added our optional Fall Detection service during sign up, please note that detecting falls works when the Mobile Device is worn around your neck. Failure to wear the Mobile Device with Fall Detection around your neck will result in missed falls and misinterpretation of falls. Wear the Mobile Device on the outside of your clothing as to not muffle the microphone and speaker allowing you to communicate with the central station operator more clearly. Additionally you will have better access to press the emergency button when you need assistance. Please remember to handle Mobile Device with care when putting it on and taking it off in order to avoid false alarms.
If you do not have the optional Fall Detection service on your Mobile Device and would like to add it, please call our Customer Support team using the phone number listed on the contact information insert that came with your system to find out how you can add Fall Detection service for a low price in addition to your system plan!
Note: Please handle the Mobile Device with care when putting it on or taking it off, as it may interpret this movement as a fall and activate. If it does, the red LED will begin flashing and you will hear the announcement, “Fall detected, press and hold button to cancel.” You can cancel the alarm by pressing and holding the emergency button approximately 5 seconds, until you hear the announcement “Alarm Cancelled.” If you are unable to cancel, please tell the Emergency Operator that “THIS IS A FALSE ALARM.” If you do not explain that this a false alarm, EMS will be contacted.

Complete User Guide

This user guide includes information covering the 4 most popular systems :

Note: Remember to always carry the Mobile Device with you when going outside of your home.

System

Complete Protection System

The Fall Button™, Wall Button and Mobile Case are optional and at an additional cost. The Fall Button™ has a separate user guide.
Please note: there is a difference between optional internal fall detection on your mobile device and a Fall Button™.

In-Home Wireless System

The Fall Button™, and Wall Button are optional and at an additional cost. The Fall Button™ has a separate user guide. Please note: there is a difference between optional internal fall detection on your mobile device and a Fall Button™.

Mobile On-the-Go System

The Fall Button™, Wall Button and Mobile Case are optional and at an additional cost. The Fall Button™ has a separate user guide. Please note: there is a difference between optional internal fall detection on your mobile device and a Fall Button™.

Mobile Double System

The Fall Button™, Wall Button and Mobile Case are optional and at an additional cost. The Fall Button™ has a separate user guide. Please note: there is a difference between optional internal fall detection on your mobile device and a Fall Button™.

Setup Guide for the Medical Alert System

We thank you for choosing a Medical Alert System and welcome you to the family. Congratulations on making a smart choice!
If you have any questions during the setup process, please call Technical Support

Features

Cellular Base Station Features

Mobile Device System Features

Waterproof Help Buttons

*Fall detection does not detect 100% of falls. If able, users should always push their Help Button when they need assistance. Fall Button is not intended to replace a caregiver for users dealing with serious health issues.

Please follow these simple steps to get your system set up and tested.

Connecting your Base Station

Step 1. Select a Location

We recommend you place the Base Station near the center of your home, such as your living room, family room or kitchen area.

• Place it near an electrical outlet.
  Do not place any object in front of the Base Station.

• Do not place near any appliances that make noise.

Step 2. Plug in the Power Cord
(Please refer to figure 4)
Plug the power cord that is attached to the back of the Base Station into an electrical outlet.

To avoid accidentally turning off the Base Station, DO NOT plug it into an electrical outlet that is controlled by a light switch.

Step 3. Turning ON your Base Station

• Turn on your Base Station using the ON/OFF switch located on the back. (Please refer to figure 5)

• The display screen will turn on. (Please refer to figure 6)

• The Emergency and Reset Buttons will illuminate.
  ” If the Base is setup correctly, the Base Station will say “system ready” within 60 seconds.

• Make sure your Base Station is connected to the cellular network by checking for the signal strength bars on the display screen. The signal strength bars will light up in green.

• You can use the volume control icons (- or + on the front of the unit under the display screen if the voice is too loud or too soft. The volume bars will pop up in blue, only when the (- or +) are tapped.

Setting up your Mobile Device

Step 1. Select a Location

• We recommend you place your Mobile Device in your bedroom or any other place around your home where it can be easily accessible.
• Place your Mobile Device’s cradle charger near an electrical outlet.

Step 2. Connect the Cradle Charger (Please refer to figure 7)

• Plug the AC adaptor into an electrical outlet that is not controlled by a light switch.

WARNING
To prevent electrical shock please keep the system away from wet locations.

Step 3. Charge your Mobile Device
Charge your Mobile Device every night to ensure a fully charged battery during waking hours. Placing the Cradle Charger near the bed will make it easier to speak to an operator if you need to press the emergency button, or pendant, during the night.

• Place the Mobile Device in the cradle charger. (Please refer to figure 8)

• The LED light on your Mobile Device may display multiple colors when first placing it on the charging cradle.

• The Mobile Device will turn on within a few seconds and the LED indicator around the emergency button will illuminate. It normally takes 30-60 seconds for the Mobile
  Device to register with the cellular network.

• When the Mobile Device is setup correctly and connects to the cellular network, it will announce “system ready.

• The LED indicator around the emergency button will illuminate red, indicating that the device still needs charging. When the device is fully charged, the LED indicator will change from red to green and will remain green until the device is removed from the charging cradle. It will take up to 3 hours for the device to be fully charged.

To turn on your Mobile Device:

• Option 1: Simply place the Mobile Device in the cradle charger, assuming the cradle charger is plugged in.
• Option 2: Press the ON/OFF button on the side of the Mobile Device and hold for approximately 3 seconds. (Please refer to Figure 8)
  • All the lights will turn on and the green LED light on the power button will start blinking. This indicates the Mobile Device was successfully turned on and it will announce “sustem ready

To turn off your Mobile Device:

• Press and hold the power button for about 3 seconds. The device will emit a beep and the power button LED no longer blinks and all LEDs remain off.

Testing

Testing your Complete Protection System

Please test your system on a weekly basis using the TEST button.

• Always have your Base Station and Mobile Device nearby when testing your system. It is possible that the alarm will go to a live operator.
• You can use the TEST button on your Base Station and Mobile Device to conduct a test without speaking to an Emergency Response Operator by following these steps:
• Touch and hold the TEST Icon until you hear “user auto-test.” This will take approximately 6 seconds.
• Press and hold the TEST Button on the Mobile Device (the button on the side with the letter “Т”).
• You will hear an announcement over the Base Station and Mobile Device that will instruct you to press the Emergency Button or Pendant.
• Press the Neck Pendant or Wrist Button or Emergency Button on the base or Mobile device.
• The Base Station and Mobile Device will announce “test call sent to Emergency Response Center.
• If your test was successful, you will hear “thank you for testing your device” from the Base Station and Mobile Device.
• If your test was not successful, the Base Station or Mobile Device will announce “user auto-test failed.” Please contact Technical Support.
• If by chance the operator speaks to you, please state clearly that “THIS IS A TEST.” If you do not explain to the operator that you are okay and that you are testing, EMS will be contacted.
• The Base Station contains a battery backup. If you would like to test the battery backup capability, please unplug the power for the Cellular Base Station from the AC outlet. Then follow the testing steps above. Once you have finished testing, please remember to plug the power back into the AC outlet.

Testing your In-Home Wireless System

Please test your system on a weekly basis using the TEST button

You can use the TEST icon on your Cellular Base Station to conduct a test without speaking to an Emergency Response Operator by following these steps:

• Touch and hold the TEST Icon until you hear “user auto-test.” This will take approximately 6 seconds.
• You will hear an announcement over the Base Station that will instruct you to press the Emergency Button or Pendant.
• Press the Neck Pendant or Wrist Button.
• The Base Station will announce “test call sent to Emergency Response Center”.
• If your test was successful, you will hear “thank you for testing your device” from the Base Station speaker.
• If your test was not successful, the Base Station will announce “user auto-test failed.” Please contact Technical Support.
• The Base Station contains a battery backup. If you would like to test the battery backup capability, please unplug the power for the Cellular Base Station from the AC outlet. Then follow the testing steps above. Once you have finished testing, please remember to plug the power back into the AC outlet.

Testing your Mobile On-the-GO or Complete Protection On-the-GO Systems

For Mobile Device Light Indicator information, please see page 35.
MOBILE DUO CUSTOMERS:

• If you have a Mobile DUO system, it will include 2 Mobile Devices. Please use the TEST button on both devices as detailed below.
• Press and hold the TEST Button on the Mobile Device (the button on the side with the letter “T”). (Please refer to figure 9)
• You will hear an announcement over the Mobile Device that will instruct you to press the Emergency Button or Pendant.
• Press the Neck Pendant, Wrist Button OR press and hold the Emergency Button on the Mobile Device for 2 seconds.
• The Mobile Device will announce “test call sent to Emergency Response Center.”
• If your test was successful, you will hear “thank you for testing your device” from the Mobile Device.
• If the help button on your Mobile Device is not working properly or if the light is blin rapidly, please call Technical Support.

Mobile Device 5.0

Voice Guidance

The Mobile Device 5.0 provides voice announcements. Select announcements are listed below

to Cancel”
Fall Alarm is canceled| “Alarm Canceled”
20-second window for cancellation has ended| “Fall Detected – Contacting Emergency Response Center”

Note: There may be situations where the voice prompts don’t complete the entire phrase because another event occurs. In this instance, the latter voice prompt event will cut in and the current voice prompt may be terminated prematurely.

Radio Frequency
All devices frequency transmission = 433 MHz

Fall Detection with Mobile Device 5.0

Voice Guidance
If your system includes the Fall Button or Internal Fall Detection, your Mobile Device will have these voice announcements listed below:

 |  |
---|---|---

Mobile Device receives a all ignal

|

“

|  |  |

”

| time to cancel the alarm. During this time, you may seconds to cancel the signal.
Fall| larm is canceled|  | “Alarm| anceled”|  | Alarm has been cancelled

cancellation has ended

|

“Fall etected ontacting mergency esponse enter”

| The signal will then be sent to the Monitoring Center and an operator will call your Mobile Device and/or the Base Station to assess your situation and dispatch the appropriate help to you.

Important Safety Information For All Systems

• You must always carry the Mobile Device with you when going outside of your home.
• Keep electrical cords away from heat sources and sharp edges.
• Keep electrical cords away from areas where someone could trip over them.
• Use caution when handling electrical cords.
• Never install electrical cords during a lightning storm.
• Do not use any attachment or accessory that is not intended for use with this system.
• Test your system using the TEST button when possible, as instructed in this User Guide.
• Do not block the Base Station’s microphone. This will affect your ability to communicate with the Emergency Response Center.
• During a power outage, the Base Station’s battery backup will typically last 24 hours after it has been charged for 3 hours.
• The Wrist Button and/or Neck Pendant are designed to work at an approximate range of up to 350 feet from the Mobile Device or up to 1400 feet from the Base Station, depending on the size and construction of your home.
• The Mobile Device can be used in the shower. Do not submerge in water. Service availability and access/coverage on the AT&T network is not available everywhere and at all times. Current GPS location may not always be available in every situation.
• The Mobile Device contains sensitive hardware, take care when handling and avoid dropping it.
• Do not expose the Mobile Device to dust, dirt, sand or food.
• The battery is designed to last up to 3 days after it has been charged for 3 hours. Low cellular signal strength, no cellular signal, multiple button presses and optional internal fall detection service are factors which reduce battery life and necessitate charging of the mobile device sooner.
• The Mobile Device has a GPS receiver that works best when it has an unobstructed view to the sky.
• Wear your waterproof Help Button at all times.
• The Neck Pendant, Wrist Button and Fall Button are waterproof and can be taken with you in the shower. The Mobile Device is water resistant and can also be taken with you in the shower.
• Do not put the Neck Pendant or Wrist Button through the clothes washer or dryer. Do not attempt to dry your button out in the microwave or oven.
• If the LED on your Neck Pendant or Wrist Button flashes amber, the battery is low. Please contact MobileHelp Technical Support immediately to provide you with a replacement pendant.

Base Station Voice Guidance

Your Base Station has voice announcements. Select announcements are listed below:

 |  |
---|---|---
The Cellular Base Station is powered on| “System eady”| Base Station ON/OFF switch has been turned on be sure to connect to electric outlet or it will run on battery backup.
Both red Emergency and blue Reset Buttons| “Power not detected.” or “Power detected.” (when electricity is reconnected)|

Check that the Base Station is correctly plugged into an electrical outlet.

The battery needs charging| “Low attery”| Check that the Base Station is correctly plugged into an electrical outlet or it will run on battery backup.
The Emergency call is initiated| “Call in progress”| Alarm is being sent to the Emergency Response Center.
Call connected| “Please stand by for operator”| Respond to the emergency operator’s call over the device speaker.
Cellular Base Station receives a Fall Signal| “Fall etected Press and hold utton to ancel”|

cancel the alarm. During this time, you may press and hold the

Fall Alarm is canceled| “Alarm anceled”| Alarm has been canceled.

Frequently Asked Questions

• How do I call for help?
  Press your Neck Pendant, Wrist Button, or red Emergency Button on your Base Station or press and hold the emergency button on your Mobile Device for 2 seconds.

• Do I need my Mobile Device when I leave my home?
  Yes. Always take your Mobile Device with you when leaving your home. Wear your Neck Pendant or Wrist Button at all times, both at home and away, so help is never out of reach.

• What happens if I push the button but I can’t speak?
  If you are unable to speak or be heard, we will assume it is an emergency and notify Emergency Response on your behalf. We will also notity the personal contacts listed on your profile.

• If I accidentally set off the alarm, what do I do?
  If you accidentally set off the alarm, simply notify the Emergency Operator when they respond that “THIS IS A FALSE ALARM.” The operator will disconnect and no further action will be taken.

• How will an Emergency Response team get into my home?
  Rescue personnel follow different procedures. In most cases, emergency personnel are authorized to break into your home to help you and cannot be held responsible for any damages caused as a result of gaining entry.
  We recommend you purchase a “lock box” to safely store your house key. Your lock box code will be stored on your account and given to emergency personnel in order to gain entry to your home without causing damage. If you have your own lock box, please call Customer Service to ensure your code is noted on your account.

• How far away from the Base Station will my Help Buttons work?
  The Wrist Button and/or Neck Pendant are designed to work at an approximate range of up to 350 feet from the Mobile Device or up to1400 feet from the Base Station, depending on the size and construction of your home

• What happens if I push my Help Button but cannot get to the Base Station?
  If you push your Help Button, stay where you are. An Emergency Operator will attempt to communicate with you through your Base Station or Mobile Device. If you are not heard, we will assume it is an emergency and notify Emergency Response on your behalf.

• Why is the Emergency Operator having trouble understanding me?
  The microphones in the Base Station and Mobile Device are very sensitive, and will pick up surrounding noises from your television, radio, wind from ceiling fans, and the like. To increase the quality of the call, look for a quieter area to set up your Base Station or go to a quieter area with your Mobile Device.

• Why is my Help Button not activating my Base Station/Mobile Device?
  Be sure to press the Help Button once firmly in the center to activate your Base Station and/or Mobile Device. A small red light below the Neck Pendant or Wrist Button will flash.
  If the Base Station and/or Mobile Device does not respond, check to ensure the Help Button is in range of the Base Station and/or Mobile Device. If you still have issues with your system, please call Technical Support.

• Is the Mobile Device waterproof?
  The Mobile Device is water resistant and can be taken with you in the shower. The Help Buttons (Neck Pendant and Wrist Button) are waterpoof and can be submerged in water.

• What if I move to a different home, or my personal information has changed?
  Please contact Customer Service any time there are any changes to your personal information, including changes to your address and phone number. Just give us a call one week before you move to determine whether the service will be available in your area.

• What if I spend part of the year in another home?
  We can transfer your service to your new location. Just give us a call one week before you go to determine whether the service will be available at your other home.

• I am going to travel. How should I prepare?
  Your Mobile Device will work nationwide anywhere there is AT&T cellular coverage. We recommend you call Customer Service at least 2 to 3 days prior to leaving, so we can update our systems with your new location address, emergency contacts, and lock box location. This ensures that if we have to alert emergency responders, they will have all relevant information to assist you without delays. Please remember to bring the following items: Neck Pendant and/or Wrist Button, Mobile Device and Cradle Charger.

• How do I prepare my device for air travel?
  Your Mobile Device will need to be turned OFF. Simply press and hold the power button for about 3 seconds. The device will emit a beep and the power button LED no longer blinks and all LEDs remain off.

• Is the Mobile Device lanyard adjustable?
  The lanyard is non-adjustable. If you require an adjustable lanyard please call customer service to place your order.

• Can the Mobile Device cause interference with a pacemaker or other medical devices?
  If you have a pacemaker or any medical device, consult your manufacturer for information on any possible risk of interference with the device. Our standard help buttons do not interfere with pacemakers.

• Can I replace the Neck Pendant cord?
  Yes, the Neck Pendant will work with just about any chain or cord, so you are able to use any one of your personal chains or necklaces. However, the risk of choking may increase if you do not use the lanyard provided.

• Can I replace the Wrist Button band?
  Yes, you may replace the Wrist Button band with a standard watch band of your choice.

• Can I speak into my Help Button?
  No, you can communicate with the monitoring center through your Base Station and/or Mobile Device only. Your Help Buttons do not have a speaker or microphone.

• Does the Wrist Button strap contain any latex?
  No, the strap is silicon based with no latex content.

Fall Detect Button and Internal Fall Detection FAQ (Optional Feature)

• What happens if I fall?
  If you fall, a signal will automatically be sent for help. If you are able to, you should always press the Emergency Button if you need help, as the Internal Fall Detection does not detect 100% of falls.
  DETAILED PROCESS: Within a few seconds after a fall, the Internal Fall Detection will enter a 20 second CAUTION phase. The Mobile Device will start the announcement “Fall detected, press and hold button to cancel” and repeat it. The CAUTION phase is an early warning to cancel before help is contacted. After the 20 seconds, the Mobile Device enters the ALARM phase and announces, “fall detected, contacting emergency response center.

• How can I cancel a Fall Detect alarm?
  Alarms can be manually cancelled by pressing and holding the Emergency Button for at least 5 seconds during the CAUTION phase described on page 18.
  If the alarm is not cancelled, an Emergency Operator will communicate with you through the Mobile Device. Please tell the operator that “THIS IS JUST A TEST.’ If the operator cannot hear you or you don’t respond, EMS will be contacted.

• If I fall and stand up, will the button still call for help?
  If you fall, but then proceed to start moving around again, the button may still call for help. Many variables are considered in fall detection, for example how hard the fall is or how quickly you get back up.

FDA Statement
The manufacturer is an FDA Registered Company. The manufacturer’s quality system complies with regulation 21CFR 820 of the FDA Current Good Manufacturing Practice.
The FDA is the official regulatory agency of all food, dietary supplements, medical devices, cosmetics and veterinary products in the United States.

FCC Statement

 |  | Neck Pendant|  | Fall Detect Pendant| Wall Button
---|---|---|---|---|---
FCC ID| PXTCBS5-01| PXTIGP-01| PXTIGP-02| PXTPFD-01, PXT-RFDP-01| PXTWMP-01
FCC ID| PXTCBS5-02| PXTIGP-01| PXTIGP-02| PXTPFD-01, PXT-RFDP-01| PXTWMP-01
FCC ID| PXT-DC-MD5CCR-01| PXTIGP-01| PXTIGP-02| PXTPFD-01, PXT-RFDP-01| PXTWMP-01
FCC ID| PXT-DC-MD5-01| PXTIGP-01| PXTIGP-02| PXTPFD-01, PXT-RFDP-01| PXTWMP-01

This device complies with Part 15 of the FCC Rules. Operation is subject to the following two conditions:

1. This device may not cause harmful interference, and
2. This device must accept any interference received, including interference that may cause undesired operation.

15.105(b)
This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.
• Increase the separation between the equipment and receiver.
• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.
• Consult the dealer or an experienced radio/TV technician for help.

15.21
You are cautioned that changes or modifications not expressly approved by the party responsible for compliance could void the user’s authority to operate the equipment.

RF Exposure Information
This device meets the government’s requirements for exposure to radio waves. This device is designed and manufactured not to exceed the emission limits for exposure to radio frequency (R) Energy set by the Federal Communication Commission of the U.S. Government. This device complies with FCC radiation exposure limits set forth for an uncontrolled environment.

Radio Frequency (RF)
All devices frequency transmission = 433MHZ

Technical Information
Please refer to the website listed on the contact information card that came with your system.

Mobile Device Light Indicator

stay on until call has ended or

Low battery alert| Blinking red LED ring – you have about one hour of battery left
Charging| Solid red LED ring
Fully Charged| Red LED ring turns off and the green LED ring turns on, until the device is removed from the charge cradle
No cellular network| Blinking green LED ring
No cellular network while charging| Top half of the LED ring remains red to indicate charging while the bottom half of the LED ring blinks green to indicate no cellular network

PLEASE REFER TO THE TECHNICAL SUPPORT NUMBER ON THE INSERT THAT CAME WITH THIS GUIDE FOR ANY QUESTIONS OR CONCERNS

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