Frequently Asked Questions

Below are some of the more common questions that we receive and their answers. If you have a question that's not answered below please call us at (844) 633-9240 and our customer service representatives can assist you.


Top 10 Medical Alert Questions

1What are the costs and billing options associated with the Northwell On Call medical alert system?
Northwell On Call will bill the customer for monitoring of the medical alert system. For your convenience, payment options include monthly, quarterly or annual plans that can be charged to Visa, MasterCard, Discover, American Express and checks through Automatic Withdrawal (ACH).
2How do I sign up for Northwell On Call?
Signing up for service is quick and easy. Call our toll-free number: (844) 633-9240. Northwell On Call Customer Service Representatives are available Monday - Friday 9am-6pm EST to take your calls and answer any questions you may have.
3I want Northwell On Call for my mom and dad, who live together. Do I have to pay two monitoring fees?
There are no additional monitoring fees to have two people monitored in the same home. You will, however, need an additional pendant, wristband, or belt clip for a one-time fee.
4Is my pendant waterproof?
All Northwell On Call pendants are waterproof and may be worn in accident-prone areas, such as the bath or shower. It is not designed to be submerged or exposed to water for a prolonged period of time.
5What is the range of the medical alert pendant?
The wearable help buttons are rated at 600' from the base console in your home. The Mobile GPS medical alert system operates anywhere nationwide where AT&T cellular network is available. Actual range may vary depending on location.
6How will help get to me if my door is locked?
Different rescue services follow different procedures and in most cases, are allowed to break into your home to help you and are usually not responsible for any damages that occur. Northwell On Call recommends that you purchase a lock box to safely store a key for rescuers. They can be securely attached to your home and can hold a key to your door. Northwell On Call can give emergency personnel the combination to the lockbox while en route to your home. Friends and family can also use the combination to readily get into your home when an emergency arises.
7Is the installation of the medical alert system easy?
The Northwell On Call medical alert system is very easy to install and requires no special skills and/or tools. Should you require assistance during the installation process, please call (844) 633-9240 to receive step by step installation instructions and help over the telephone. A "Quick Start Guide" is also enclosed with your medical alert system to provide additional assistance.
8What is the advantage of choosing Northwell On Call medical alert system?
The medical alert system allows you to maintain your independence and gives your loved ones peace of mind in knowing that you are protected with a touch of a button. You are connected with certified emergency medical dispatchers who will be with you throughout the emergency. Northwell On Call opens a two-way voice connection directly to our partnered Underwriters Laboratories (UL) listed and "Five Diamond" certified monitoring centers and allows the user to communicate from virtually anywhere.
9What is the average response time after an emergency signal is transmitted?
We achieve a faster response time than industry standards because of our investment in advanced technology and the dedication of our caring, professional emergency dispatchers.
10Does the system work anywhere in the United States?
Yes! Our medical alert coverage area covers the entire country. The traditional home medical alert system requires a landline phone be available in the residence. Our Home & Away medical alert system works on the AT&T Cellular Network.

General Medical Alert System Questions

1How long will it take to receive my Northwell On Call system?
Call us at (844) 633-9240 and we will rush your Northwell On Call to you. All orders placed prior to 4pm EST will be shipped the same day and, based on your location, you will receive it in 1 - 5 business days. We also offer overnight service at a nominal cost.
2How can I change the information that I originally gave Northwell On Call (e.g., phone numbers, responder list, etc.)?
Simply call customer service toll-free at (844) 633-9240 and give us your new information and we will update your account. You can contact us any time for customer service issues, technical assistance, or more information regarding your medical alert system, 9am-6pm EST Monday-Friday. After hours calls will be answered the next business day.
3What are your Technical Support hours?
The Northwell On Call partnered monitoring centers monitor our medical alarms 24 hours a day, 7 days a week, 365 days a year. You can contact us any time by calling us toll-free at (844) 633-9240 for customer service issues, technical assistance, or more information regarding your medical alert system, 9am-6pm EST Monday - Friday. After hours calls will be answered the next business day.
4How do I return my Northwell On Call when I no longer require it?
If you decide you do not need the service anymore, simply contact the Northwell On Call Customer Service Department at (844) 633-9240 to cancel the monitoring service. You will have to return the equipment to Northwell On Call in its original box. If you do not have the original packing material the equipment came in, Northwell On Call can ship you the appropriate packing material for $15. Please mail it to: Northwell On Call 300 Hopkins St. Lafayette, LA 70501
5How does your medical alert system work?
In the event that emergency help is needed, simply press your Northwell On Call medical alert pendant or your base station. The base station automatically calls our Underwriters Laboratories (UL) listed and "Five Diamond" certified monitoring center, where your call for help is answered by an Emergency Medical Dispatcher. Our operators are trained to quickly assess the situation and contact emergency personnel.
6Is there an activation, set-up, hook-up or installation fee?
You ONLY pay for shipping of the equipment and the monitoring service.
7Will the system work if I lose electrical power in my home?
In the event of a power outage, our medical alert systems use a back-up battery, which will operate the system for up to twelve hours. Clients using internet phone service will experience an immediate outage if electrical power is lost.

Medical Alert Service Questions

1What procedures are used to test the Northwell On Call medical alert system?
The Northwell On Call Medical Alert System base station sends a test monthly to the monitoring centers allowing us the ability to know that your base station is communicating with our monitoring center properly. It is also a good idea for you to test the pendant on a monthly basis.
2What type of information does your emergency medical dispatcher have access to?
Our dispatchers only have information you provide, such as your address, best route to your home, medical response agencies, your contact list and any hidden key / lock box information. The information that you provide enables Northwell On Call dispatchers to contact the appropriate people and agencies in a timely fashion and to give them pertinent information, especially when every second is critical. Your personal information is completely secure.
3Who will know that I have an emergency?
Depending upon the situation and your condition, anyone on your Emergency Care Plan can be notified of your emergency. However, if your condition is not life-threatening, we can take instructions from you and notify those that you wish to be notified.
4Once I order, when will I begin receiving service?
Northwell On Call offers same day shipping on medical alert system orders received by 4pm EST. We ship all of our medical alert systems via Fed Ex. We also offer express shipping options. Call Northwell On Call today to order at (844) 633-9240. You will begin receiving coverage once the system is received, installed, and tested. Ordering is fast and takes less than 10 minutes. Representatives are standing by to answer all of your questions.
5Can the medical alert system follow me when I move?
The medical alert system can be easily taken to another location. You must remember to notify Northwell On Call so that we can update your current location and information. Simply call customer service at (844) 633-9240 and let us know what your new address and phone number will be. Your information can be changed as often as needed, at no additional charge.
6What happens if I press the pendant but cannot respond? Will you still send help?
When you press the button on the Northwell On Call medical alert system, we will attempt to establish communication with you. If we cannot communicate with you through the medical alert base station or pendant, the emergency medical dispatcher will immediately dispatch emergency services and begin calling the emergency contacts (friends, family, neighbor, etc.) in your Emergency Care Plan.
7Who do you call first and is there a limit to how many times I can press the button?
Our emergency medical dispatchers are trained to assess the situation and make fast and accurate decisions. Your customized Emergency Care Plan will outline the people and institutions you want us to contact in the event of an emergency. In most cases, the first call is to the local EMS service. There is no limit on the frequency that you press the button. However, when the alarm is received, your Emergency Care Plan is activated and your call list is contacted.

Medical Alert Monitoring Questions

1What kind of training do Northwell On Call dispatchers receive?
Our medical alert monitoring center is committed to providing exceptional patient care. All of our dispatchers receive comprehensive emergency medical training. This program is designed to certify our operators as Emergency Medical Dispatchers (EMD). They also receive continuing education courses to maintain their EMD Certification. They can provide life support that can help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.
2Are calls for help answered by live dispatchers?
Your call for help will always be answered by a live dispatcher. Our emergency medical dispatchers can provide life support to help someone provide CPR, the Heimlich maneuver, control bleeding, open an airway, or deliver a baby.
3How do I specify my emergency contacts?
Northwell On Call provides a customized Emergency Care Plan for every subscriber. You can update your plan as often as needed with friends, family, neighbors, doctors, etc. You can call our customer service department to assist you with the customization of your care plan.
4How is your monitoring center certified?
Our partnered monitoring centers are Underwriters Laboratory (UL) listed and "Five Diamond" certified. These agencies certify our monitoring center and ensure that the monitoring center meets stringent requirements through annual inspections.

Medical Alert Equipment Questions

1Will my medical alert pendant break if I drop it?
Your medical alert pendant is extremely durable and built to withstand a normal fall. If you do break your pendant, another one can be sent to you (includes a replacement fee and shipping). Simply call our Customer Service Department at (844) 633-9240.
2What system repair/replacement/warranty service is provided with the North Shore-LIJ On Call?
The medical alert system comes with a Lifetime Warranty on parts, labor, and service. As long as you are a subscriber with Northwell On Call, we will provide you with unlimited repair and or replacement services for product defects only. Charges may apply depending on the repair/replacement needed. As soon as you determine that your system isn't working, call our Customer Service Department at (844) 633-9240 so that we can send your new system as fast as possible, in order to minimize the amount of time you may be left without coverage.
3Do I have to do anything special if I have DSL (digital subscriber line) internet service in my home?
All you have to do is notify our medical alert customer service representatives so that we can provide you with a DSL (digital subscriber line) filter at no additional cost.
4Can your dispatchers listen in over the base station and invade my privacy?
The alarm system only calls our monitoring station when you press the pendant. Our equipment is not designed to initiate a call, it can only respond to a signal from the pendant.
5What if I lose or break my equipment?
The medical alert system comes with a Lifetime Warranty on parts, labor and service. For as long as you are a subscriber with Northwell On Call, we will provide you with unlimited repair and/or replacement services for product defects only. Charges may apply depending on the repair/replacement needed. You will have to return the equipment to Northwell On Call. If you do not have the original packing material the equipment came in, Northwell On Call can ship you the appropriate packing material for $15. Please mail it to: North Shore-LIJ On Call 300 Hopkins St. Lafayette, LA 70501
6What are the minimum system requirements?
Operating a medical alert system is rather simple. All that's needed for our Traditional Home medical alert is a home telephone line and power outlet near the base station. For our cellular home medical alert system and mobile GPS system, all that's needed is a power outlet near the base station and access to the AT&T Cellular Network.
7I have a rotary phone line. Will it affect the system?
Our Traditional Home medical alert system will work with either a rotary/pulse or tone telephone line. Our systems ship with a tone setting. Simply tell our customer service representative that you use a rotary/pulse phone so that your system can be configured for you. With the mobile GPS system, no telephone line is required for service.

Medical Alert Billing Questions

1Are there any hidden costs above the monitoring fee?
Northwell On Call's goal is to make the system and service as affordable as possible, with no additional or hidden costs.
2What if I paid on an annual or a quarterly basis and cancel the service before the term expires? How much of a refund will I receive?
You are only responsible for payments for the months you used the service. Northwell On Call will refund you the balance for the unused months. You can call us at (844) 633-9240 if you have any questions. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our medical alert Refund Policy for more information.
3Do I have to pay any additional phone charges when I use the system?
Northwell On Call uses a toll-free phone number to call our monitoring centers, so you will not be charged for any emergency calls.
4Is there a penalty for early cancellation?
If for any reason the service is no longer needed, simply call our customer service department at (844) 633-9240 and return all system equipment. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our medical alert Refund Policy for more information.
5What happens if I accidentally set off my alarm; are there any fees?
If you should accidentally set off your alarm, that's okay. Simply tell the dispatcher who speaks to you that it was a false alarm. They will disconnect and no further action will be taken. There are no additional phone charges when using the system. The Northwell On Call medical alert system dials a pre-programmed toll-free number. If for any reason we cannot communicate with you, your Emergency Care Plan will be activated and rescue services will be called. Some rescue agencies do charge additional fees for false alarms.
6I'd like to pay for the service for my parents, is that possible?
This is actually one of our most common payment methods. Northwell On Call is a great gift that offers increased independence and peace of mind. Just mention this to the Northwell On Call Customer Service Representative so that we can set up the billing properly. We can bill you directly instead of billing your parents. We also offer convenient billing methods like auto credit card or auto debit to make it easier.
7Is there a long-term contract I have to sign?
Our agreement goes month to month and you may cancel anytime you'd like. There is no long term contract to sign. Bills are processed on the 5th of each month. If you cancel your service and we do not receive the equipment by the 5th, you will be charged for that month and each month thereafter we do not receive the equipment by the 5th of that month. See our Medical Alert Refund Policy for more information.
8Is your service covered by Insurance?
The service is usually not covered by insurance; however, it is important that you check with your insurance provider to see if they will cover your medical alert system. Some do cover the expense. If you have a claim or prescription, your medical alert payments may be reimbursed to you by your provider. We can provide you with a receipt to submit to your insurance provider for reimbursement.
9If I decide to keep the system after the initial plan purchased, what do I need to do?
Nothing is required from you if you decide to keep the system. The annual agreement will automatically renew upon completion of the 12 months of service.