Home emergency call systems –get help quickly at the touch of a button

Many older people want to continue living in a familiar environment despite having health issues. At the same time, they may possibly feel unsafe at home, especially if they live alone. In such cases, a home emergency call system offers greater peace of mind and support in the event of an emergency. As a result, people who are at risk of a fall, for example, can continue to maintain their independence. This can also reduce daily stress on their loved ones and give them the reassurance that assistance will be provided quickly should an emergency arise.

A home emergency call system usually consists of an alert transmitter that the user wears on their body and a fixed base station located in their home. In the event of an emergency, they can then be connected to an emergency response center at the touch of a button. The staff at the emergency response center then decide which type of help is needed and arrange for this to be provided. In some cases, the individual’s loved ones or home care service can provide the support required. However, if the emergency is of a serious and urgent nature, emergency services will be notified immediately. 

Many providers offer additional services that allow users to adapt systems to their own needs. Home emergency call systems are also included in the category of care aids. Statutory long-term care insurance covers the cost of the base rate charged for these systems, subject to certain conditions.

Home emergency call systems are ideal for older, ill or otherwise health-impaired individuals who have limited mobility or are at risk of falling and who spend most of their time alone. These people cannot always reach a phone immediately in an emergency situation. However, they can still seek help using a home emergency call system. This provides greater peace of mind, in particular if the person has had a fall in the past or has a fear of having a fall.

The risk of having a fall and of experiencing other emergency situations may be increased for people with chronic illnesses. These include, for example:

• a visual or hearing impairment
• muscle weakness
• impaired balance
• cardiovascular diseases such as advanced heart failure
• nervous system disorders such as epilepsy, Parkinson’s disease or following a stroke
• lung diseases such as asthma
• metabolic disorders such as diabetes mellitus

Standard home emergency call systems tend to be unsuitable for people with dementia. They may find it difficult to accurately assess an emergency situation. As a result, they may fail to call for help in time or at all in an emergency situation. On the other hand, people with dementia may also be more likely to make unnecessary emergency calls. Despite this, a home emergency call system may be of benefit to them if it is modified with supplementary services.

A home emergency call system usually comprises two elements. The first is the emergency call system of devices in the user’s home. The second is the emergency response center, which acts as a point of contact for advice and other services.

The home emergency call system

A standard home emergency call system normally consists of two technical devices – an alert transmitter and a base station.

The alert transmitter is a water-resistant radio transmitter that is worn on the body on an armband or chain. The alert transmitter has an emergency button. Pressing this button triggers an emergency call via the base station. The alert transmitter has a range of up to 50 meters. This allows calls to be triggered from the garden or basement.

An emergency call can also be triggered by pressing the emergency button on the base station. This device is permanently connected to the telephone socket and the power grid. In an emergency situation, the base station enables a connection between the user and the emergency response center. When a person triggers an emergency call, they can then use the device’s hands-free speakerphone function to speak directly to staff at the emergency response center. This function usually also works if the person is not in the same room as the base station. The device normally has a rechargeable battery to ensure uninterrupted service in the event of a power outage.

Mobile home emergency call systems are also available as an alternative to conventional systems. For example, a mobile handset can be used, which works independently of the phone line using wireless technology. Another option is to use an emergency call app on your own smartphone or smartwatch. The advantage of using a mobile emergency call system is that it can also be used when away from home.

The emergency response center

The emergency response center is normally offered by the home emergency call system provider and employs staff to take emergency calls. Staff at the center can be contacted around-the-clock. When an emergency call is received, the staff member taking the call talks to the user and decides what type of help they need in their particular situation. Sometimes, all they need to do is inform family members, neighbors or a home care service to provide on-the-spot support. In the event of an urgent emergency, on the other hand, emergency services are notified immediately.

Personal data is stored by the emergency response center. This includes, for example, the person’s address and details for accessing their home, as well as contact details for caregivers. Details of the person’s illnesses, prescribed medications and doctors may also be kept on file. This ensures that staff at the emergency response center have all the information they need in an emergency situation.

In addition, individual measures to be taken in the event of an emergency can also be agreed upon in advance. These include, for example, the sequence in which various contact persons are to be informed.

Test calls serve as practice for actual emergency calls. This provides users with reassurance for anxiety they may have about emergency situations. People sometimes also trigger an emergency call by mistake. This is nothing to worry about and can be clarified when speaking with a member of staff at the emergency response center.

Most providers of home emergency call systems offer add-on services in addition to the basic functions. This can give users greater peace of mind and ensure an even faster provision of assistance, for example.

Some examples of add-on services for home emergency call systems are listed below:

• “All OK” button: This button is located on the base station. Users may agree with their provider that they must press this button every day at a certain time, for example. This lets the emergency response center know that the user is safe and well. If the button isn’t pressed, the response center will ask the user, via the base station, if everything is fine.
• On-call service: Some providers of home emergency call systems offer an additional on-call service. Trained personnel can then provide assistance to the user on-site, which relieves the burden on contact persons and home care services.
• Key deposit: There may also be an option to leave extra keys to your house/apartment in a safe location for emergencies. For example, they can be left in a safety deposit box directly outside your home, which can only be opened using a secure key code. With this option, the emergency response center can ensure fast access for those providing on-site assistance.
• Smoke detection: Smoke detectors around the home can also be connected to the base station. An emergency call is then triggered automatically if smoke develops.
• Fall detection: Additional sensors can detect the jerking movements that occur when a person falls. If these are followed by a lack of movement, an emergency call is triggered automatically. Fall detectors can be contained in a mobile device. Alternatively, an additional device can be used that is secured around the waist, for example.
• Location tracking: GPS tracking allows a person’s current location to be pinpointed. This technology can be built into mobile devices.

These kinds of add-on services mean that a home emergency call system may also be of benefit to people with dementia. Dementia causes a gradual, progressive decline in cognitive functions. It may be difficult for people with dementia to find their way around outside of their home or to correctly assess whether a situation represents an emergency. In such cases, a mobile emergency call system with a location tracking function and automatic fall detection may be useful.

The costs of home emergency call systems differ depending on the provider. They also depend on which services the user wants to avail of.

Most providers offer what is known as a base rate. This normally covers the basic functions and monthly usage fee, as well as the cost of any necessary repairs. The price usually also includes the costs of setup and instruction in the use of the technology. The monthly base rate costs 25 euros on average.

If users want add-on services or additional devices, the costs are usually higher than the base rate.

Cost coverage by long-term care insurance providers

Home emergency call systems are included in the category of care aids. As such, the cost may be covered by statutory long-term care insurance funds if certain conditions are met.

Costs are usually covered if:

• the person has an assigned care grade
• an emergency situation could arise at any time due to the person’s illness or care needs
• an emergency call can only be triggered using a home emergency call system in an emergency situation (such as a fall)
• the person lives predominantly alone or with other people who are also unable to make an emergency call independently

At present, applications can be made to statutory long-term health insurance funds to cover the costs of home emergency call systems up to a maximum of 25.50 euros per month. This covers the base rate in most cases. Long-term care insurance funds will only cover the costs of home emergency call systems provided by approved providers. Providers normally offer assistance with applications.

Home emergency call systems are generally available from a range of providers. For example, many welfare associations and various private service providers offer home emergency call systems.

To find out about what home emergency call system options are open to you, you can, for example, avail of care advice. This is a service offered by long-term care insurance providers. Various regional advice centers, such as care support centers and those run by welfare associations, also offer advice in relation to care aids.

There are a number of criteria that can be used to assess the quality of a provider. One important criterion is that the staff working in the emergency response center and the on-site response team should be properly trained. Regional providers offer the advantage of being able to be on-site as quickly as possible in emergency situations. The provider should also offer a non-binding consultation free of charge. This should include a clear explanation of all functions, add-on services and costs. This makes it easier to choose a provider and a service package.

For more information and checklists for comparing home emergency call system providers and signing a contract with a provider, contact a consumer advice center.