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Frequently Asked Questions

Four sensors, along with a hub and watch are included in the kit.

2 sensors can be used with pillboxes, which then send medication reminders to the service user via the watch. The remaining two sensors can be used to monitor personal hygiene, food and drink, walking and other movements. All sensors are motion-triggered and any can be set-up to monitor actions as needed. For example, 1 for medications (max is 2) and 3 for door/object movement, or use all 4 for door/object movement.

The sensors have sticky backs that can be attached to a fridge door, box of medications etc. Velcro dots and white tac can be used if sticky backs have worn away.

For the purposes of using Lively Home as an assessment tool in the UK, four sensors are sufficient. There are no plans to add more for use within the UK just now.

Replacements will be made available free-of charge.

We recommend that the hub is in a place near the greatest collection of sensors (near a window if possible) and depending on obstructions, still gets a good signal.

This depends on the Notification time the hub admin has set up for the Pillbox(s). If they have set up a notification at a specific time (T), e.g. 11AM, the hub is sent a message at (T + 30min). The goal is to remind the user that they might have missed a medication, as we did not detect a sensor movement at the expected time, and remind them to take it. If the pillbox is moved after the hub receives the message, the alert is cancelled, and the hub is updated with that fact (no reminder). If not, the watch (if it's in range of the hub) is updated to show a reminder at (T+45 min). Therefore, the medication reminder should show up on the watch at 45 minutes after the time the alert is set for, with the option to 'Snooze' it once for 10 min. The snooze action is performed by shaking the watch, NOT pressing the button. If the pillbox sensor still hasn’t moved after snoozing, the watch displays 1 additional reminder 10 minutes later. If the medication still hasn’t been taken, emails will be sent to the hub admins at T+1hr.

In order to test if the medication alerts are working, the watch needs to be worn.

With the Hub plugged in and activated, sensor activity should be seen just a few minutes after the sensor action. For example, upon moving a sensor, that movement should register on the user's Dashboard and Sensor Detail Page within a few minutes.

Notifications (when sensor activity doesn't meet stated goals), on the other hand, are subject to a complex algorithm that includes a delta of 24+ hours from start. After initial setup, a new user can expect to begin receiving notifications 24 to 48 hours after on-boarding.

The enterprise portal allows monitoring of multiple accounts and to see an overview of multiple users. From here, access to individual service users is possible. One log-in is required for someone with full administration rights.

The most likely cause is the hub is not plugged in. Please ensure the hub is plugged in. It can take up to ten minutes for the status to update on the dashboard.

These are currently sent via email.

Yes, alerts can be enabled to notify when the watch is out of range during specific time periods. To do this, click the client's name and select the Notifications tab to configure the alerts. If the client is out between times x and y (and the watch is not in range of the hub), hub admins will receive an email alert.

They are similar, but the former turns off the red-green compliance checking as well as turning off email alerts.

No. this is due to the effect on battery life. however, the safety watch is waterproof, has a pedometer, and can tell time.

No. The Safety Watch does not have voice activation.

Yes, as are the sensors. The watch and sensors can get wet up to a point, although it’s not recommended immersing them in the bath or going swimming with the watch on.

The watch monitors movement, therefore can monitor steps and movements.

No, the watch must be within range of the hub to signal help from emergency services. The range is geo-fenced at 450m.

No, the hub performs basic processing and data transfer. The bulk of the work for the dashboard is done in the cloud.

The hub is easy to set up. Plug into an electrical socket and a green light appears. The hub will then detect a signal and show up to 4 orange bars (this can take up to 10 mins). The hub runs on its own sim card, therefore no need for broadband or land line.

The system will check for a "heartbeat" approximately every four hours. If the hub doesn't have a heartbeat within the last 4 hours, as a result of being unplugged, it will show a "Hub error" on the Dash Enterprise dashboard, and System Status Page.

At 3 bars fully lit up, the signal is strong enough. To further confirm the exact signal strength, you can access the Lively Home dashboard and ensure the signal strength value is lower than -83 (the lower the negative value, the stronger the signal).

There is 99% coverage on the 2G network. There may be outliners but the static nature of the hub, and being able to find a “sweet-spot” somewhere in the home means improved chances of a consistent signal.

Once paired, each network remains closed to any other sensors that are sending out a communication signal i.e. no authentication between sensor & hub. This is possible even with two units in one household.

Sensors are linked to the routine, If the pillbox is set to mornings and afternoons then an alert will be sent if that part of the routine has not been met – i.e. an alert in the morning. The other sensors work in the same way, if set for twice a day, it will look for the routine in the morning and the afternoon. If it is only once a day, alerts from the previous day’s activity are sent.

Batteries in the non-watch sensors will last about 4-6 months with average usage. Watch sensor batteries last about 2-3 months.

So far, the interest has not been strong enough to warrant this on the immediate roadmap. There is a feature when the system goes offline (power loss or unplugged), that the family / admin is notified that the system is disconnected.

If there's a low battery, and the sensor is connected to the hub when it detects the low voltage threshold, it will send the hub a "low battery" signal. A 'low battery' icon will display in a few places: the Enterprise Dash, the User dash, and the System Status (Settings) Pages.

If the sensor goes dead before the low battery signal can be sent, then the sensor can no longer connect to the hub, and a 'Sensor error' will display. Although this can mean that the battery is dead, it ultimately means that the sensor hasn't connected to the hub in a recent period of time, which can have quite a few causes (out of range, removed battery, etc.).

Telecare data is stored and secured by the third-party entity providing the telecare support. GreatCall product data is collected and secured in accordance with our Dashboard Privacy Policy and the Device Privacy Policy, which can be accessed at

All data is available for the previous 7 days. Data beyond 7 days can be exported for download in a CSV file.

Lively Home has EU servers that transmit the data between the devices and the end application software. These are part of the Healthcare cloud infrastructure from Amazon Web Services in Europe. All data is encrypted as it is transmitted to local servers.

The sensors, when they move, report to the hub, and the hub checks in with the cloud as it receives this signal – usually every 30 seconds. Therefore, if a pillbox is moved it will register approximately every few minutes.

This is easily done by putting the system in vacation mode and changing the information on enterprise dashboard via the online portal. A new method for doing this is currently being developed.

Plans are in place to develop the dashboard so that more data will be accessible. This feature will be available soon.

Bluetooth Low energy is used, which implements three security services; Authentication, Confidentiality, and Authorization.

220 can be seen on the web portal so that it’s easier to prioritise who requires care. Some organisations have several dashboards set up to manage their clients and can improve this by allocating fewer clients to specific dashboards. For example, for a total of 120 clients, 30 clients can be placed on into four dashboards.

There is no limit set in place for either the number of Admins per administration, nor the number of clients that display on the Enterprise dashboard.

The activity is stored on a daily-basis. Data should be reviewed over time, (day by day), to determine trends.

Yes, Lively Home can integrate other monitoring centre systems.

Appello is a provider endorsed by top industry accreditations such as the Telecare Services Association (TSA).

The designated monitoring centre will be the first point of contact and determine if emergency response is required.

The monitoring centre will then follow the individual process flow agreed with an organisation such as a council as to who would be contacted and in what order.

Yes, this option can be provided as part of the agreement an organisation has with Appello, a telecare platinum service provider who are based in Southampton.

We can offer telecare and monitor the activities of daily living, confirming that routines are normal without intruding into the client/user's home and life. We can be more specific as to changes in routine and view what the client is doing on a daily-basis by monitoring activities and comparing daily routines. Unlike the PIR systems that only detects body heat, Lively Home is very cost effective in comparison, and can help reduce the hours of domiciliary care for someone in re-enablement. The watch also eliminates the need for a pendant therefore “a young old” person will feel comfortable wearing this.

You can easily identify this by naming them different names and tapping on what patient you want to monitor. The app is still in development for the UK.

It depends on how many units are purchased. A small amount of replacement consumables may be provided if enough units are purchased.

These are currently work in progress and will be available soon.

£19.99 per month, no deposit or down-payment required.

Currently not available in the UK, but in development at present.