Terms & Conditions

Clause 1 Glossary of Services

Clause 2 Equipment

(Generic: Applicable to all services provided)

• Medequip Connect will provide a PSTN / GSM device with built in alarm and auto dial facilities that will be connected to the clients telephone line or a dedicated GSM SIM card with subscription.
• A pendant to be worn around the neck or wrist by the client will be supplied with each unit installation or a standalone ‘anywhere’ device or pendant (GSM Personal Assistance Device)
• The Client will be responsible for providing the telephone line connection OR monthly sim subscription where required and telephone socket and 240 Volt power supply socket for electrical mains supply to the alarm unit OR electrically charging the GSM Personal Assistance Device.
• The Client will maintain a telephony supplier that supports social alarm systems. This issue is referred to in the terms and conditions of the Client’s telephone contract. If it is not referred to in the terms and conditions it is recommend that you contact your telephony supplier to check. We cannot guarantee our social alarm system will always work with all telephone supplier networks.

N.B. The provision of a GSM Device and subscription to Medequip Connect relies upon mobile telephone coverage and can be restricted within buildings, mobile network loss and or severe weather conditions which are beyond our control.

• The Client will have one telephone number only on which to be contacted via the alarm telephone or GSM device, generally this is the number the device will use to raise the alarm.
• Where the equipment is leased, it will remain in the ownership of Medequip Connect unless otherwise specified or purchased outright.
• The Client will, on termination of service or vacation of their home, return the equipment to the owners in good condition, having regard to fair wear and tear.
• The Client is at all times responsible for the equipment whilst installed at their place of residence or in their charge. The risk of theft, loss or damage to the equipment shall be the Client’s, who will bear any associated cost.
• The Client will only use the equipment for the purpose for which it was designed, i.e. when assistance is required as a result of ill health, accident or other genuine emergency.
• The Client will allow access to the equipment or their home at reasonable times for the servicing, repair or testing of the equipment by appointment.
• The Client will notify Medequip Connect of any planned period of absence including agreed outcomes of calls received during this time. This will allow us to take any appropriate action during this time e.g. electrical failures at the property or forced entry following an alarm call during any period of absence.
• The Client will not allow any person, other than those authorised by Medequip Connect, to tamper with or interfere in any way with the equipment.
• The Client will report any fault with the equipment as soon as it becomes apparent.
• The Client will permit Medequip Connect in its absolute discretion, to disconnect from Medequip Connect, any part of the equipment which Medequip Connect considers faulty, or in need of repair.
• The Client shall test the equipment in accordance with the instructions provided.
• Alarm units will be repaired or replaced, according to the circumstances of the damage or fault to the equipment. Medequip Connect will bear the cost of equipment replacement except where expressly provided for in this agreement. Accidental damage or intentional damage is not included in the agreement. Some repairs may take place under warranty investigation by the manufacturer.
• Medequip Connect will arrange for (where requested, required or available) in relation to the service users needs. Approved sensors and peripheral devices will be connected to the alarm system as appropriate to the Clients’ needs and as indicated in Clause 1.
• Annual Inspection – Medequip Connect will inspect the installation and equipment annually at a convenient time to the client. During this visit Medequip Connect will verify the client information held and update the database as necessary. Where the Service user receives the ‘services to be provided’ outside of our local offices this may be completed by telephone, or by post.

Clause 3 Monitoring

(Service specific)

• The Client will have no less than ONE named emergency contact/advocate in order that they be notified of any emergency events where we cannot contact the client directly.
• The Client must provide the names and addresses of doctor, next of kin etc, and all other relevant personal information as may be deemed necessary to provide the service.
• Medequip Connect will not accept responsibility for any failure on the part of any other organisation, individual, service or agency, contacted to provide appropriate response, advice or assistance.
• Medequip Connect will not specifically guarantee to use its own resources to respond to an emergency call in the event of the Client’s own contact being unavailable, although it will endeavor to do so, circumstances permitting.
• Medequip Connect will not be liable for any deficiency in the service resulting from circumstances beyond its control, e.g. breakdown in the telephone service, electricity supply, or by strikes, lock-outs, or other industrial disputes.
• Medequip Connect will not be liable for any damage incurred by other services gaining emergency access to the premises.
• All calls made through the alarm system to the Emergency Response Centre will be recorded.

Clause 4 Emergency Responder

(Service specific)

• Medequip Connect will not specifically guarantee the arrival at your dwelling within a set period of time from the acceptance of the call, but will provide a speedy and efficient response to any call within its key performance indicator requirements.
• In the event of a ‘no response/reply’ by the client to an emergency visit Medequip Connect will, of necessity, seek to ensure the clients wellbeing and safety and will secure entry to the premises by the most efficient means possible.
• Where the equipment issued to the client is a Mobile / GPS capable device the Emergency Response Centre will look to verify the location of the device, the response service will be deployed to the registered address of the client. Should the client NOT be at the address, the call will be escalated as required through the Emergency Response Centre.
• Where the equipment issued to the client has a specific function to facilitate support for people exhibiting memory problems e.g. door sensors / wandering devices (Dementia / Alzheimer’s or otherwise) the Responder will be sent to verify that the service user is / is not at home and escalated as required through the Emergency Response Centre.
• It is the responsibility of the Client to provide and maintain a ‘keysafe’ for use by the provided contacts, responder staff or responding emergency services. Medequip Connect will bear no responsibility for damage occasioned by such forced entry in the absence or malfunction of the keysafe.
• Medequip Connect will not accept responsibility for any failure on the part of any other organisation, service or agency in the process of provision of appropriate response or assistance.
• Medequip Connect will not be liable for any deficiency in the service resulting from circumstances beyond its control, e.g. breakdown in the telephone service / cellular service, electricity supply, or by strikes, lock-outs, or other industrial disputes (this list is not exhaustive).
• Medequip Connect will not be liable for any damage incurred by other services gaining emergency access to the premises.
• The Client must provide the names and addresses of doctor, next of kin etc, and all other relevant personal information as may be deemed necessary to provide the service.
• The Client must not use Medequip Connect’s Responder Staff to carry out any domiciliary duties, such as toileting, bathing, washing, cooking or any medical activities such as emptying catheter bags or giving out medication.

Clause 5 Well Being Visits and Calls

(Service specific)

• Medequip Connect will not carry out a routine visiting service, excepting by arrangement.
• Wellbeing visits and or Wellbeing telephone calls will be provided where clients are receiving the monitoring or response service or both.
• Wellbeing Visits can be arranged any day of the week during day time hours, 9.00am – 4.00pm.
• Wellbeing Telephone Calls can be made any day of the week during day time hours, 8.30am – 5.00pm and evenings from 5.00pm up to 9pm, as required by clients and their families.
• Checks and visits will be provided on an ongoing routine basis or during specific periods for example after an illness or stay in hospital.
• Medequip Connect will provide assistance in contacting help, from a relative, neighbour, friend, doctor, or emergency service or other agency, including Medequip Connect as appropriate in the circumstances.
• In the event of ‘no response/reply’ by the client to a planned call or visit Medequip Connect will take any immediate emergency or other action necessary, record the matter and action taken, note this on the clients file.

Clause 6 General

(Generic: Applicable to all services provided)

• Medequip Connect maintains the right to sub-contract any element of service delivery.
• The Client shall indemnify Medequip Connect against any claim arising from the lawful exercise of its intended role in providing assistance in the event of an apparent emergency.
• In the event of an emergency we may have to override your wishes if we feel that the situation is putting you or others at an unacceptable risk.

Clause 7 Complaints

(Generic: Applicable to all services provided)

• Medequip Connect will constantly strive to ensure all clients are delighted with the services provided. Should this not be the case there is a suggestion scheme and a complaints procedure. To access these call the number provided or visit Medequip Connect website.
• Your complaint will be logged and acknowledged within 48 hours of receipt and will usually be resolved with 5 working days.
• Client satisfaction and feedback surveys are carried our periodically and the results are published in our annual report. To visit the web site, go to: www.medequip-uk.com

Clause 8 Termination and Variation

(Generic: Applicable to all services provided)

• There is a no minimum term contract.
• The connection or installation charge will still stand upon cancellation, to cover costs of the connection.
• Either party may request of the other to vary the terms of this agreement at any time whilst in force. If such requests cannot be met by either party to the satisfaction of the other, then measures will be taken to terminate the agreement.
• Either party may terminate this agreement.
• The service may be discontinued at the request of the client at any time before or after installation or any request for installation.
• The equipment installed remains the property of Medequip Connect but you have responsibility with respect to damage to the equipment and its safe return.
• Upon notification of an instruction to remove the equipment, we will make arrangements with you/advocate to remove the equipment within 7 working days of your request.
• All charges will cease from the date that the equipment has been collected or received back to Medequip Connect.
• You will be charged up to the date of removal and any over payments will be refunded.
• The Client will allow Medequip Connect or its duly authorised agents to enter their premises for the disconnection and deprogramming of the equipment following termination of this agreement.

Clause 9 Charges/Fees/Termination

(Generic: Applicable to all services provided)

• Each client will be invoiced quarterly with payment required by Direct Debit.
• The weekly fee includes the lease of the equipment.
• Lost Pendant triggers are chargeable. The cost of a new pendant is £65.00 plus a re-connection fee of £39.00 as a visit will have to be made to set it up and disconnect the lost pendant. If the old pendant is found within 2 weeks of the new pendant re-connection, the £65 charge will be refunded.
• Loss or Damage to GSM capable alarms will be charged at the Manufacturers RRP.
• Fees paid for periods of absence from home, such as holidays or a stay in hospital can not be refunded as the alarm is still connected and therefore monitored.
• The level of charges will be reviewed each year. Increases will not, notwithstanding exceptional circumstances, exceed the rate of inflation.

Clause 10 Personal Information and Privacy

(Generic: Applicable to all services provided)

• Certain personal information is required to enable the provision of the service and will be entered into the database.
• All clients’ personal information is kept according to data protection regulations and is held securely in the strictest confidence to assure privacy.
• Personal Information is used only for the provision of the services we provide to you with certain information shared with other trusted agencies when absolutely necessary to deliver the service to which you have agreed.
• Changes in your personal information should be notified to Medequip Connect to ensure continued efficiency of service.
• Clients have the right to access any personal data that is being kept about them either on computer or in certain hard copy files. Any request to view personal details should be made in writing to: hr@medequip-uk.com

• Certain personal information is required to enable the provision of the service and will be entered into the database.
• All clients’ personal information is kept according to data protection regulations and is held securely in the strictest confidence to assure privacy.
• Personal Information is used only for the provision of the services we provide to you with certain information shared with other trusted agencies when absolutely necessary to deliver the service to which you have agreed.
• Changes in your personal information should be notified to Medequip Connect to ensure continued efficiency of service.
• Clients have the right to access any personal data that is being kept about them either on computer or in certain hard copy files. Any request to view personal details should be made in writing to: hr@medequip-uk.com