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Frequently Asked Questions

rosie personal response alarm

Have questions about the Rosie Personal Alarm Pendant?

We’ve answered some of our most frequently asked questions about Rosie and how we help you live independently every day.

What does Rosie cost?

The Rosie pendant is available as a rental, meaning you have the flexibility and low-cost option to use your Rosie pendant for as long, or as short, as you’d like.

The Rosie Personal Emergency Response Service costs:

  • $159 to get set up with your own Rosie mobile pendant 
  • A monthly fee of $39 that includes Rosie device rental and a monitoring fee (including the SIM)
  • You will also receive a complimentary key safe (to provide access for emergency services) and express shipping

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 family-owned and operated business dedicated to making life easier and safer for aging Australian. We’ve become one of the most trusted names in nurse call technology over the last 30 years and provide our technology to hospitals and aged care facilities across Australia and New Zealand.

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 cost 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 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 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 recommend you have a secure key safe fitted outside your home. This is a device 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 operate 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. The pendant has special electronics that can identify certain types of falls. If a fall is detected, the pendant will automatically alarm and put you in contact with the Rosie operators.

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 if you are renting it, and pay the final account.  There are no lock-in contracts or minimum periods of service.

Copyright 2020 | Vitalcare Pty Limited