Have questions about Rosie Personal Alarm Devices?
We’ve answered some of our most frequently asked questions about Rosie and how we can help you live independently every day.
Select from the Rosie Pendant or Rosie Watch below to learn more.
What’s included in the Rosie Smartwatch Purchase?
Your Rosie order includes:
- Your Rosie smartwatch
- Device SIM card
- Charging cable
- Charging dock and wall adaptor
- Key safe (for fast emergency service access to your home)
Ongoing 24/7 monitoring and fast response service is charged at $49/month. There is no minimum term or lock-in contract so you can cancel at any time.
How big is the Rosie watch?
The body of the Rosie watch measures approx. 55mm X 45mm
How can I make an NDIS claim?
To process an order for a Rosie smartwatch through your NDIS budget, please ensure that it supports your NDIS goals.
There are a few different ways to make a claim, depending on what type of plan management you have listed below.
- NDIS/Agency Managed Before processing an order, Vitalcare will check if you have available funding in your Capital Support Budget (Assistive Technology) through the NDIS portal using your NDIS number.
- Plan Managed Vitalcare will contact your care coordinator and enquire if you have available funding or need any referrals (Occupational Therapist Referral etc.) to make a claim. Once this is complete, we can provide your coordinator with an invoice which they can then use to order a Smartwatch.
- Self-Managed Vitalcare will invoice you directly. You can then use this to process an order out of your NDIS funding.
Do I have to set up the smartwatch, or is it pre-setup?
Our Rosie Smartwatch is set up and ready to go. Upon receiving the Watch, it’s ready to be charged and worn. Details such as the Rosie contact number and how to use it will be included in the welcome letter.
How does the 24/7 Rosie emergency service work?
Our 24/7 Rosie Emergency Response Service team are trained professionals who provide a rapid response and organise assistance for our customers at any time of the day or night, whether they’re at home or out and about.
Once help is required, the Rosie assistant talks to you via the Watch to understand the situation and organise assistance quickly. It includes a GPS locator, so we know where to send help quickly. We immediately identify whether the ambulance or police is required. If emergency services are not needed, the Rosie assistant will contact your nominated emergency contact (family, friend or neighbour) which we have on file.
We stay connected with you until help arrives, giving you reassurance.
Do I need a mobile phone for the Watch to operate?
Rosie medical alert devices do not require a mobile phone to operate. Our Rosie smartwatch has its own SIM card installed, meaning it’s operational without any support needed from other devices.
How long does it take to receive my Rosie order?
After a Rosie order has been processed, the Watch should take no longer than 1 week to arrive. We make sure your smartwatch is adequately tested before being dispatched so that it’s ready to support you as soon as it arrives.
How do you call for help on the Rosie Watch?
To call Rosie press and hold the large button on the side of your watch for 3 seconds.
You will hear a beeping sound, this means your Rosie assistant is being alerted.
If you wish to cancel the call, press the CANCEL button on the touch screen.
You will hear a recording saying “Please wait to be connected to a Rosie assistant”.
You are now connected to a Rosie assistant, who will speak to you through the watch and assist you.
Where does the Rosie watch work?
The Rosie watch will work whether you’re at home or out and about – at the shops, a friend’s house or at the bingo! Rosie will work anywhere covered by the national Telstra mobile phone network which is 99.4% of Australia.
What happens if I cannot speak to the Rosie operator when they call?
The Rosie operator follows a strict procedure and if you are unresponsive, they will send emergency services to your location.
Can I wear my Rosie watch in the shower?
Yes, your Rosie watch is waterproof and you can wear it in the shower!
Is Vitalcare a Registered NDIS Provider?
Yes, Vitalcare is an approved and registered NDIS provider. Many NDIS plans include funding for assistive technology such as personal emergency response alarms.
If you think you would benefit from Rosie, you need to mention this at your NDIS Planning Meeting when you’re developing or changing your plan. NDIS Plans are reviewed each year, so, if your current plan doesn’t include funding for Rosie, you can always include it next year.
Where are the Rosie Operators?
All Rosie operators are trained professionals based in Australia. All calls are monitored and answered in Australia.
Can the Rosie watch detect if I have fallen over?
Yes in many cases.
Fall detection uses in-built sensors to detect significant changes in motion. When a fall is detected the device will indicate to the user that a fall has been detected and the alarm will be sent through to the Rosie monitoring team and you will be connected with a Rosie operator.
Your device may not detect falls in all situations. Controlled descents such as falls against a wall, chair, sliding out of a chair or rolling onto the floor may not be activate the fall detection feature. In this circumstance, the pendant/watch can be activated by pressing the help button. If your device is too sensitive and creating false activations, please call our team and we will adjust this for you.
How do emergency service get into my home if the doors are locked?
We provide a secure key safe with your order which we recommend you install outside your home. This is a small box that securely attaches to something like a fence, a door handle, or a pipe and contains a key to your house. Vitalcare can provide the pin number to emergency service personnel that allows them to open the key safe and use the key to access your home.
How do I pay for Rosie?
You can pay for the Rosie service by credit card, direct debit, bank transfer or through a range of government subsidies and programs including NDIS, CHSP and Home Care package.
What if I no longer need the Rosie service?
You simply advise Vitalcare, return the pendant and pay the final account. There are no lock-in contracts or minimum periods of service.
Will my Rosie device affect my pacemaker?
Your Rosie watch/pendant contains components and radios that emit electromagnetic fields. These electromagnetic fields may interfere with medical devices, such as pacemakers.
Consult your healthcare professional and medical device manufacturer for information specific to your medical device and whether you need to maintain a safe distance of separation between your medical device and your Rosie device. To explain the function of your pendant you can explain that it operates as a simple mobile phone on 3/4G mobile networks.
If you suspect your pendant is interfering with your medical device, stop using your pendant.
What does Rosie cost?
Your Rosie order includes:
- Your Rosie pendant
- Device SIM card
- Charging cable
- Charging cradle
- Key safe (for fast emergency service access to your home)
Ongoing 24/7 monitoring and fast response service is charged at $49/month. There is no minimum term or lock-in contract so you can cancel at any time.
What equipment does Rosie need?
Rosie comes with a mobile pendant, which you can wear during the day and charge by your bed at night. We also install a key safe with a secure pin so that emergency services can get into the house to help if needed.
Rosie is also available through aged care villages across Australia and institutions using the Vitalcare nurse call systems.
Who will I be talking to when I call Rosie?
When you press the emergency button on the Rosie mobile pendant, you’re automatically connected to the Vitalcare monitored network. Rosie’s trained assistants are all based in Australia.
They’ll ask what’s happened and organise the support needed, which can include calling emergency services if necessary.
Where does the Rosie pendant work?
Anywhere in Australia as long as you’re wearing the pendant. Rosie will work whether you’re at home or out and about.
I live in a retirement village. Can I use Rosie?
Yes. Rosie is also available through aged care villages across Australia and institutions using the Vitalcare nurse call systems.
Do I have to replace the batteries in the pendant?
No. That’s often a fiddly task that some people find difficult, for example, if they have arthritis in their fingers. Rosie pendants have an internal rechargeable battery, just like your phone. It never needs changing.
The pendant fits into a charging cradle by the bed at night, meaning it’s always on hand if needed and charged up.
Who created Rosie?
Rosie was designed and created by Vitalcare, an Australian-owned and operated business dedicated to making life easier and safer for vulnerable people. We’ve become one of the most trusted names in nurse call technology over the last 30 years.
Is Vitalcare a Registered NDIS Provider?
Yes, Vitalcare is an approved and registered NDIS provider. Many NDIS plans include funding for assistive technology such as personal emergency response alarms.
If you think you would benefit from Rosie, you need to mention this at your NDIS Planning Meeting when you’re developing or changing your plan. NDIS Plans are reviewed each year, so, if your current plan doesn’t include funding for Rosie, you can always include it next year.
What are the Terms and Conditions of service?
There is no lock-in contract or minimum service period for Rosie services. Costs are pro-rata for periods of use. All prices include GST.
Full terms and conditions available Rosie Terms and Conditions.
Where does the Rosie pendant work?
The Rosie pendant will work whether you’re at home or out and about – at the shops, a friend’s house or at the bingo! Rosie will work anywhere covered by the national Telstra mobile phone network which is 99.4% of Australia.
Are there any other costs or fees?
No. The monthly fee covers all costs and fees. Rosie operates independently of your phone and internet connection. The monthly fee is all you pay.
What device will I need?
The Rosie service comes with a mobile pendant, which you can wear around your neck during the day and charge by your bed at night. We also recommend fitting a key safe (included with your order) outside your home with a secure pin number so that emergency services can get into the house to help if needed.
Rosie is also available through aged care villages across Australia and institutions using the Vitalcare nurse call system.
Can I wear my Rosie pendant in the shower?
Yes, your Rosie pendant is waterproof and you can wear it in the shower!
What happens when I press the button on my Rosie pendant?
When you press the emergency button on the Rosie pendant you are automatically connected to one of Vitalcare’s professionally trained Rosie operators. All operators are based in Australia.
They’ll ask what’s happened and organise the support you need, which can include calling emergency services if necessary.
How does the Rosie operator know what to do?
When you subscribe to the Rosie service you provide us with all your contact details along with contact details for your nominated next of kin, family, friends, carer or Doctor. While speaking to you the Rosie operator follows a strict process that includes understanding the reason for your call and will then arrange the help you need.
How do I update my contact details and those of my nominated contacts?
You simply call the Rosie team. We will identify you and then update our records.
What happens if I cannot speak to the Rosie operator when they call?
The Rosie operator follows a strict procedure and if you are unresponsive, they will send emergency services to your location.
What if I am not at home when I need help?
No problem! Your mobile pendant uses GPS to locate you, and the operator can provide your location to emergency services, or those you have nominated as authorised contacts.
How do emergency service get into my home if the doors are locked?
We provide a secure key safe with your order which we recommend you install outside your home. This is a small box that securely attaches to something like a fence, a door handle, or a pipe and contains a key to your house. Vitalcare can provide the pin number to emergency service personnel that allows them to open the key safe and use the key to access your home.
Can the Rosie operator provide me with medical advice?
While Rosie operators have first aid training, their objective is to get professional help as quickly as possible and not to provide medical advice. Medical advice is best left to emergency services personnel on the scene who can better assess the requirement in the context of the circumstance, symptoms, medication or other special conditions. Incorrect advice can cause more harm than good.
Can the Rosie pendant detect if I have fallen over?
Yes in many cases.
Fall detection uses in-built sensors to detect significant changes in motion. When a fall is detected the device will indicate to the user that a fall has been detected and the alarm will be sent through to the Rosie monitoring team and you will be connected with a Rosie operator.
Your device may not detect falls in all situations. Controlled descents such as falls against a wall, chair, sliding out of a chair or rolling onto the floor may not be activate the fall detection feature. In this circumstance, the pendant/watch can be activated by pressing the help button. If your device is too sensitive and creating false activations, please call our team and we will adjust this for you.
Where are the Rosie Operators?
All Rosie operators are trained professionals based in Australia. All calls are monitored and answered in Australia.
I live in a retirement village or aged care facility. Can I still use Rosie?
Yes. Rosie is also available through aged care villages across Australia and institutions using the Vitalcare nurse call systems. Contact us on 1300 669 888 or visit www.rosie.help to find out more.
Will my Rosie pendant work during a power cut?
Yes it will. The Rosie pendant has its own internal battery and wireless connection to the Vitalcare emergency network.
Does the Vitalcare Rosie service use the NBN?
No, the NBN is not currently compatible with emergency products and services. Rosie uses the extensive national Telstra mobile and data network.
Does Vitalcare conform to Australian standards?
Yes, Vitalcare conforms to all applicable Australian standards, in addition to being a registered NDIS provider for which it is regularly audited.
How do I pay for Rosie?
You can pay for the Rosie service by credit card, direct debit, bank transfer or through a range of government subsidies and programs including NDIS, CHSP and Home Care package.
What if I no longer need the Rosie service?
You simply advise Vitalcare, return the pendant and pay the final account. There are no lock-in contracts or minimum periods of service.
Will my Rosie pendant affect my pacemaker?
Your Rosie watch/pendant contains components and radios that emit electromagnetic fields. These electromagnetic fields may interfere with medical devices, such as pacemakers.
Consult your healthcare professional and medical device manufacturer for information specific to your medical device and whether you need to maintain a safe distance of separation between your medical device and your Rosie device. To explain the function of your pendant you can explain that it operates as a simple mobile phone on 3/4G mobile networks.
If you suspect your pendant is interfering with your medical device, stop using your pendant.
