Frequently Asked Questions

INS CareCall is apart of INS Group which is one of Australia’s leading providers of medical monitoring, emergency response, and mobile alarms that ensure users remain safe and secure.

Our products are designed to offer a wide range of solutions to meet your needs, from easy to install domestic units to fully integrated telecare and telehealth systems for villages and housing organizations.

Below are some questions we are often asked.

General Service FAQs

Why choose INS CareCall over any other Personal Response system provider?

All calls are answered by qualified nurses and other healthcare professionals at INS LifeGuard. This is exclusive to INS. We exceed Australian Standards for medical monitoring … indeed we work under the higher standards required and expected of us as registered health care providers.
Who gets notified in an emergency?

In an emergency, we’ll follow the village protocols (for village residents), and summon Emergency Services (police, fire brigade, or ambulance) depending on the situation. With your permission, we’ll call the nominated Emergency contacts provided on your Client Information Form, and/or the Village Manager, if you’re a village resident.
How will I learn to use the alarm system?

Upon installation by INS CareCall, our technician will carefully explain how the device works. If self-installed, INS CareCall will include supporting documentation in the Welcome Pack to assist you throughout the installation process. Every client receives a User Guide which outlines the functionality of the device. Should you require further assistance at any time, simply press the HELP button (either on your wrist or pendant transmitter, or on the device itself) and you’ll be connected to our nurses who can answer any questions you may have. Alternatively, you can call us on 1300 599 532 at any time.
How can I be sure the system is working?

We encourage you to test your system just to ensure that everything is working fine. We recommend this be done at least monthly. Testing involves simply pressing the HELP button (preferably on your wrist or pendant transmitter). When the nurse answers, just advise them that you are testing. If at any time you feel there may be a problem with your system, simply call 1300 599 532 and speak to our friendly nurses for assistance.
If I'm not near the phone when I press the pendant, can I still be heard?

If you are in another room, the alarm should still work. On installation, our technicians perform a range test to ensure the system works from every room. If self-installed, INS recommends you test the system by following the instructions included in the Welcome Pack. This will help you to identify any potential limitations. We recommend regular testing as coverage can change over time.
What is the range of the wrist or pendant transmitter?

All transmitters are manufactured to comply with Australian Standards AS 4607. This includes a range of up to 50 metres in open space (depending on the type of transmitter). The actual range of the pendant should be tested in the home to confirm coverage area. Please note that range is subject to a number of factors including the type of building materials used in your home and environmental factors. We can also supply options to extend the transmitter range to larger areas around homes.
Will my transmitter work when I'm outside my home?

INS does not perform any testing of the transmitter outside the home. As such, we cannot guarantee they will work outside and recommend they be used inside the home only. However, we do offer range extenders that can boost the coverage, and mobile alarm systems that can be used outside or when you’re away from home.
Can I wear my pendant in the shower?

Yes! The standard pendant or wrist transmitter is water resistant.
Will my pendant interfere with my pacemaker if I wear it around my neck?

No. The pendant has been tested in accordance with AS/NZS 61000.6.3 standard 2008 for EMC (Electromagnetic compatibility) and has been certified as compliant.
How will emergency personnel get into the home?

We recommend a security key holder be installed. Our TeleHealth Nurse will provide the code to emergency personnel if they are called. If you don’t have a security key holder, one of your nominated contacts should have a key to your home and live close enough to meet emergency services at your door in an emergency.
What happens if the electricity goes out?

Our units have a battery back-up that will operate the unit in the event of a power outage. When the power is restored, the battery automatically recharges and is then ready for any additional power outages. INS CareCall recommends you keep the unit plugged in at all times to ensure the battery is always fully charged. That way, if there is a power outage, the battery will last for up to 38 hours.
What happens if I fall over at night?

Just press your HELP button – our call centre is staffed by qualified nurses and other healthcare professionals 24 hours a day, seven days a week.
What will happen if I accidentally press my pendant and send an alarm?

You can press the cancel button on the device.

Should you not cancel the alarm in time, it will send the alarm and a nurse at INS LifeGuard will respond. Simply advise the nurse that it was activated accidentally and that no assistance is required. This can then be treated as a test alarm, thus confirming that your device and pendant are working correctly.
Can I set up the unit for my loved one, or does it have to be professionally installed?

Our units are quite easy to install, and full instructions are provided, so you can save money by installing it yourself. If you prefer, we can send a technician to install the unit.
What if I wish to move the unit within my residence?

INS CareCall recommends not moving your device, as diagnostic tests were performed during installation to ensure the best network connectivity in its present location. If you must move your device, we ask that afterwards you perform a test from your wrist or pendant transmitter to ensure the alarms are still received by our call centre. Please advise the nurse you have moved the unit and are testing it.
What if I move to a new address?

We can transfer your system to your new address. Just give us as much notice as possible so we can update your file with the new information. Then simply connect the system at the new address, and press the HELP button to test the unit. Our nurses will respond and confirm that everything is working properly.
Where is the response centre located?

Our Emergency Response Centres are located in New South Wales, Australia, operate 24/7, including all public holidays – so we are always available when you need assistance.
How much does it cost?

There is a one-off establishment fee to install your INS equipment and establish the monitoring service, but it can be reduced if you’re able to self-install (it’s easy and we provide instructions). An ongoing monitoring fee provides 24/7 access to the experienced TeleHealth Nurses in our Emergency Response Centre, as well as our chat line / medical info line. Various plans are available – you can pay quarterly, half-yearly or yearly. Please call 1300 599 532 for more information – our operators would be happy to discuss the fees with you.

There are no hidden costs, no long-term contracts, and you may discontinue the service at any time. And unlike other providers, once you are with INS, all calls made to INS LifeGuard from the alarm system are free!
Can I have the monthly payment charged to my credit card?

Yes. Credit card payments can easily be set up when your service is started.
Will activating my INS CareCall alarm system mean higher phone bills?

No. In fact, our newest alarm systems do not use any telephone line. They work via a SIM card over the mobile network.

Village Management FAQs

What is the process followed when responding to alarms from our residents?

INS has developed a diagram that outlines the entire process, including how we comply with Australian Standard AS4607, which governs Personal Response Systems. You can view or download this diagram by clicking the link below.

INS Emergency Alarm Response Process
How do I update resident details held by INS CareCall?

INS has an innovative, secure web portal that allows you to update your residents’ details (with their permission), as well as run reports, broadcast information, and much more. It also allows you to provide TeleHealth services to your residents. To request access to this portal, simply call 1300 599 532.
How do I move a device from one unit or villa to another within the same village?

Please contact INS CareCall prior to moving the device. INS CareCall must be advised of both the old and new address so we can update the information in our system to ensure everything works properly.

All IPD devices are pre-programmed to an individual unit, villa or apartment with a specific ID code, and they cannot be moved to another residence without first informing INS CareCall.
If I require a replacement device, how long will it take to receive it?

Depending on your location, the replacement device will be posted via either Australia Post or a contracted courier. The standard time frame is 14 business days from your initial request. Please Note: Once dispatched, INS CareCall does not have any control over these delivery services. If you do not receive your order within this time frame, please contact INS CareCall on 1300 599 532 and a customer service officer will investigate and get back to you.
What items are included with the replacement device?

It depends on the reason for the replacement. The cords, antenna and wrist or pendant transmitter from the old device will need to be used for the new device when it arrives.

The old base unit will then need to be sent back to INS using our reply paid address: INS LifeGuard, Reply Paid, PO Box 485, Unanderra NSW 2526 AUSTRALIA. If the old device is not received by INS within 14 days of receipt of the new device, then an invoice will be generated and you will be billed for the full cost of the new device.
Where will I find Terms & Conditions as well as Warranty information?

Our Terms & Conditions can be found here. The warranty can be found in the back of the User Guide for your particular device.

Hear From Our Clients

Find Out How INS LifeGuard Makes a Difference

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More Client Feedback

I wanted to express my heartfelt thanks to Bev and Taliah for their wonderful service and quick action the other night when my wife needed an ambulance. I was truly impressed with the level of care and professionalism they provided.

— Tony K.

My daughter and I want to extend our sincere thanks to Belinda and Tim for their help overnight. The continuous callbacks to check on me were so comforting. They were both wonderful, and I am deeply grateful for their kindness.

— Beryl G.

I want to thank everyone at INS for their assistance when my blood pressure dropped to 70 and I eventually needed several blood transfusions in the hospital. I'm not sure what would have happened if I hadn’t been wearing my pendant. I’m incredibly grateful for the service.

— Mr. B.

I would like to thank and praise Rosie who looked after 2 calls for ambulances on Tuesday evening with me. Rosie definitely went above and beyond with her help, not only for the two residents but for me, who has no medical background!

— Angela, Village Manager

I recently had a friend who was assisted by INS LifeGuard, and I just wanted to express my appreciation for the service they provided. The questions they asked were spot-on, and the kindness they showed was both relevant and reassuring.

— Marilyn

I wanted to thank Kristie for her assistance this morning when I required an ambulance. They arrived promptly, and after experiencing a bout of vertigo, I’m already home and feeling much better. I’m very thankful for the care I received.

— Noeline E

I want to thank John for his quick action in calling 000 when my grandson was in shock after losing his grandfather. I’m truly grateful for his patience and understanding during such a difficult time.

— Mrs. Lynette P

I want to express my heartfelt thanks to Ben W for the help he provided in June when my husband was unwell. I’m happy to share that my husband is now home and recovering well.

— Ms. Laurie M

I am very grateful to Abbey for the help she provided when I had a fall in June. Her support was truly appreciated.

— Elizabeth M

I want to say a BIG THANK YOU to Robyn for saving my life recently when I had a stroke.

— Mrs. Pamela B

I want to express my gratitude to INS for their speedy response and for the help of their nurse, who was most caring and arranged for an ambulance to convey me to the hospital, where I received the appropriate attention.

— Mr. Tom W

I called to thank Rosie and the staff for calling an ambulance for my neighbor, Sally, when she fell. She is currently in the hospital and, unfortunately, broke her arm.

— Maree

I want to thank the INS nurses for their quick action in getting me an ambulance in April. I underwent major surgery and spent three weeks in the hospital.

— Mr. David G

I want to express my deepest gratitude to Nurse Belinda, who was there for me when I urgently needed an ambulance. Having this system in my home feels like having another person living with me—I no longer feel alone.

— Mrs. Morton

I want to express my heartfelt thanks to Robyn for the assistance she provided me the night before last when I needed the ambulance. I was extremely impressed with the nurse, the INS service, and the quick response time of the ambulance.

– Yvonne L.

I called to personally thank Roz for her help when I needed an ambulance. Your support was invaluable, and I’m truly grateful.

— Mrs. Jeannie A.

I want to extend my heartfelt thanks to Tim for assisting me recently with my faulty smoke detector. Your help was much appreciated.

— Mrs. Cook

I want to express my deep gratitude for all the support given to my mother over the last two years. A special thank you to Shay for being there during a very distressing time—it meant the world to me.

— Wonita

A big thank you to Ben W for your assistance the other morning. I truly appreciated how you kept me updated on what was happening during the three hours I was on the floor. Your support made a challenging time much easier.

– Bill H

I wanted to extend my heartfelt thanks to Kristie and Shay for their promptness and care yesterday. Your quick response and attention to detail made all the difference. Thank you so much!

– Mr. S and Mrs. P

I want to thank John for helping me with my alarm last week when I was short of breath. I was transported to the hospital, where it was determined I had blood clots in my lungs. I feel very lucky to be alive, and I’m deeply thankful to all the INS staff who assisted me.

– Mrs. Long

I want to express my deep gratitude to Ceara for calling the ambulance for my wife. Your quick thinking and excellent service made all the difference, and I cannot thank you enough.

— Allan T

I would like to sincerely thank you for your service. It has saved my mother several times after falls at home while she was alone. Knowing that she had help if she needed it gave us great peace of mind.

Hi Kimberley, I just want to say how much I appreciate your professionalism, care, and kindness since our first communication yesterday. You've been an absolute blessing, and I’m so thankful for how attentive and helpful you’ve been. I’m really looking forward to getting this installed for Dad.

— Natalie S.

Huge thank you to Roz. I didn’t think I needed the alarm, but after using it twice now for falls, I’m very grateful.

— Robert M.

Thank you so much, INS, for helping my husband last week when he was suffering from bad neuralgia. Your support meant the world to us, and we are very grateful.

— Mrs. Leonie R.

Thanks to the INS staff for all the wonderful and caring work over the years since I have been in the village.

— Jillian

I just wanted to take a moment to thank INS for all the assistance they've provided me over the years. Your help has been truly appreciated.

— Judith B., Campbelltown

I recently spoke with Ben M and was incredibly impressed by his politeness and knowledge about the equipment. I want to wish everyone at your company happiness and love during Christmas and the New Year. You are all lifesavers!

— Mr. Hanna

I want to express my extreme happiness with INS and how they collaborated with emergency services to ensure a quick and pleasant outcome when I needed an ambulance on Saturday. I’m especially grateful to Ben W. for his care and efficiency—he’s wonderful!

— Mrs. Barbara H.

I want to express my appreciation for the consistent and caring support I received from INS. Beverley and Shay responded promptly to my specific actions on file and even checked in with me to ensure I was okay. Thank you both for your dedication!

— Vanessa R.

I would like to express my appreciation of the service supplied by INS.The questions they asked and the kindness they expressed were very relevant and assuring.

— Marilyn

I want to thank Lisa for her assistance while I was shivering on the floor waiting for the ambulance. She kept me sane while I was waiting.

— Mrs. Connie H.

Sandra and I wanted to express our appreciation for the great service and efforts from George when Sandra was unwell recently. Great job, George!

— Bruce

Thank you for always being there and the friendly service you have always given [Mum]!

— Gwen R

Thank you for the INS LifeGuard for my husband to use when I had to go out for an appointment sometimes, knowing he would be able to use the pendant if needed.

— Carole H

I want to extend my deepest gratitude to Julie for the wonderful job she did when we had to call an ambulance for my husband last month.

— Mrs. Fox

I wanted to thank Karen for the assistance she provided with my father overnight.

— Sam

Thank you, INS, for taking such good care of my dad during his time of distress when he was struggling to breathe and feeling scared. Your help meant the world to us.

— Charles’ Daughter

Awesome, thanks for your great customer service, Ash! You really helped me out with a resident’s device, and I appreciate it.

— Robyn

I want to thank Kristie, Ben W, and Shay at INS for the thoughtful way they handled the alarm when my Mum needed help the other night. Your care and communication meant so much to us.

— A Client's Daughter

I’d like to extend my gratitude to Ceara and Shay for the care they showed my mother last week after her fall. Their assistance meant the world to us.

— Mrs. Kathleen’s daughter

During a recent medical emergency, my husband and I were immensely reassured by the prompt and professional response from INS LifeGuard Service. Robyn, a team member at INS, provided calm and effective support, quickly notifying the ambulance team and offering assistance over the phone. The swift arrival of the Village Manager further strengthened our confidence in the emergency care system. Now that my husband is recovering, we remain deeply appreciative of the compassionate and efficient service. We are so grateful for the reliable and comprehensive support provided by INS.

— Mr. and Mrs. Davis

Your phone and wrist button made me feel safe and secure in my home when through illness I felt vulnerable. The fact that I knew that I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay independent for as long as possible.

— Barbara

During a recent medical emergency, my husband and I were immensely reassured by the prompt and professional response from INS LifeGuard Service. Robyn, a team member at INS, provided calm and effective support, quickly notifying the ambulance team and offering assistance over the phone. The swift arrival of the Village Manager further strengthened our confidence in the emergency care system. Now that my husband is recovering, we remain deeply appreciative of the compassionate and efficient service. We are so grateful for the reliable and comprehensive support provided by INS.

— Mr. and Mrs. Davis

Firstly, I would like to thank you for the consistent high-quality service you have provided to The Willows Residents during 2023. Your team responds with efficiency and kindness at all times and we value the attention and care given through all the calls we have made to you. THANK YOU!!!

Just wanted to say a huge THANK YOU for all your time and patience on the phone today Nicole. As a virgin INS user, I emailed you. You called me right away and were so patient and took the time to learn a little of what our village required from this system. You then patiently explained the functions of the portal, paying attention to the functions which [our village] would find helpful.

I just wish to say thank you to the INS staff member who assisted us, Alison. She was very calm and caring and made the effort to check in on the situation over the several hours the call was active. She helped alleviate some of my distress, and I hope that you can note this on her file or at least pass on my thanks to her once more.

— Retirement Village

I recently spoke with our resident, and she couldn’t praise you enough for the amazing care, compassion, and professionalism you provided her. I also want to extend my personal thanks for your help and the service you offer. I’m on the phone with your team many times a week, and I can add my compliments to this one.

— Village Staff Member

Thank you so much, INS, for all your assistance! I am Mrs. B’s daughter, and I wanted to express how grateful I am for everything. I believe in giving credit where it’s due, and everyone at INS was so helpful in swapping over and setting up my mother’s new alarm device. Your support has been invaluable.

— Margaret

I wanted to take a moment to express my deep gratitude for the exceptional service my wife and I received. Both of us had contracted Covid, and when my wife needed to be transported to the hospital, everything went off without a hitch—like a Swiss watch. I’m particularly thankful to John, who handled our alarm call with such professionalism. Thank you to everyone involved in providing us with such excellent care.

— Arthur T

On behalf of our independent living village I must pass on our sincere thanks as your team have been really impressive lately with responding to emergencies, especially regarding one of dear residents who required an ambulance yesterday whilst having lunch in our clubroom...response time was fantastic…..well done!

I want to thank two of your staff members who I spoke to recently. They were both so kind and understanding during what was an incredibly difficult time for us. Staff who are so caring, especially during such tough times, are truly a credit to any organisation. Thank you so much.

— Debra N.

I’m the manager of one of our new village sites, and I wanted to share some positive feedback with INS. The residents have been very complimentary of our team, especially the nurses who respond to the emergency alarms. They were lovely, and it’s clear we’re doing a great job. Well done, everyone!

Your phone and wrist button made me feel safe and secure in my home when through illness I felt vulnerable. The fact that I knew that I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay independent for as long as possible.

— Barbara

I want to extend my gratitude for your continued excellent service. My daughter shared that the old unit worked perfectly on Monday, helping secure an ambulance for Mum. The person from INS who assisted us was extremely calm and helpful. I thought you might appreciate this positive feedback.

Want to find out more? We are here to help.

Speak to a member of our friendly team or request a call back.

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INS LifeGuard is the only nurse on-call personal emergency response service in Australia. We have a commitment to healthcare innovation which includes personal alarms and medical alert solutions that make independence easier, safer and more enjoyable.

Our services support Seniors, Carers, Providers, NDIS Participants, Retirement Villages, DVA, Lone Workers and anyone that wants the security that help is a press of a button away.

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INS CareCall supplies and monitors emergency response equipment and services, including hardware manufactured by Chiptech, Smart-Caller, SmartLink, and the LifeGuard L-Series Diallers.

Monitoring of alarms is provided through INS LifeGuard's unique Emergency Response Centre, which is the only personal alarm response centre staffed by qualified nurses. This is an important distinction.

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Frequently Asked Questions

INS CareCall is apart of INS Group which is one of Australia’s leading providers of medical monitoring, emergency response, and mobile alarms that ensure users remain safe and secure.

General Service FAQs

Why choose INS CareCall over any other Personal Response system provider?

Who gets notified in an emergency?

How will I learn to use the alarm system?

How can I be sure the system is working?

If I'm not near the phone when I press the pendant, can I still be heard?

What is the range of the wrist or pendant transmitter?

Will my transmitter work when I'm outside my home?

Can I wear my pendant in the shower?

Will my pendant interfere with my pacemaker if I wear it around my neck?

How will emergency personnel get into the home?

What happens if the electricity goes out?

What happens if I fall over at night?

What will happen if I accidentally press my pendant and send an alarm?

Can I set up the unit for my loved one, or does it have to be professionally installed?

What if I wish to move the unit within my residence?

What if I move to a new address?

Where is the response centre located?

How much does it cost?

Can I have the monthly payment charged to my credit card?

Will activating my INS CareCall alarm system mean higher phone bills?

Village Management FAQs

What is the process followed when responding to alarms from our residents?

How do I update resident details held by INS CareCall?

How do I move a device from one unit or villa to another within the same village?

If I require a replacement device, how long will it take to receive it?

What items are included with the replacement device?

Where will I find Terms & Conditions as well as Warranty information?

Hear From Our Clients

Find Out How INS LifeGuard Makes a Difference

More Client Feedback

I wanted to express my heartfelt thanks to Bev and Taliah for their wonderful service and quick action the other night when my wife needed an ambulance. I was truly impressed with the level of care and professionalism they provided.

My daughter and I want to extend our sincere thanks to Belinda and Tim for their help overnight. The continuous callbacks to check on me were so comforting. They were both wonderful, and I am deeply grateful for their kindness.

I want to thank everyone at INS for their assistance when my blood pressure dropped to 70 and I eventually needed several blood transfusions in the hospital. I'm not sure what would have happened if I hadn’t been wearing my pendant. I’m incredibly grateful for the service.

I would like to thank and praise Rosie who looked after 2 calls for ambulances on Tuesday evening with me. Rosie definitely went above and beyond with her help, not only for the two residents but for me, who has no medical background!

I recently had a friend who was assisted by INS LifeGuard, and I just wanted to express my appreciation for the service they provided. The questions they asked were spot-on, and the kindness they showed was both relevant and reassuring.

I wanted to thank Kristie for her assistance this morning when I required an ambulance. They arrived promptly, and after experiencing a bout of vertigo, I’m already home and feeling much better. I’m very thankful for the care I received.

I want to thank John for his quick action in calling 000 when my grandson was in shock after losing his grandfather. I’m truly grateful for his patience and understanding during such a difficult time.

I want to express my heartfelt thanks to Ben W for the help he provided in June when my husband was unwell. I’m happy to share that my husband is now home and recovering well.

I am very grateful to Abbey for the help she provided when I had a fall in June. Her support was truly appreciated.

I want to say a BIG THANK YOU to Robyn for saving my life recently when I had a stroke.

I want to express my gratitude to INS for their speedy response and for the help of their nurse, who was most caring and arranged for an ambulance to convey me to the hospital, where I received the appropriate attention.

I called to thank Rosie and the staff for calling an ambulance for my neighbor, Sally, when she fell. She is currently in the hospital and, unfortunately, broke her arm.

I want to thank the INS nurses for their quick action in getting me an ambulance in April. I underwent major surgery and spent three weeks in the hospital.

I want to express my deepest gratitude to Nurse Belinda, who was there for me when I urgently needed an ambulance. Having this system in my home feels like having another person living with me—I no longer feel alone.

I want to express my heartfelt thanks to Robyn for the assistance she provided me the night before last when I needed the ambulance. I was extremely impressed with the nurse, the INS service, and the quick response time of the ambulance.

I called to personally thank Roz for her help when I needed an ambulance. Your support was invaluable, and I’m truly grateful.

I want to extend my heartfelt thanks to Tim for assisting me recently with my faulty smoke detector. Your help was much appreciated.

I want to express my deep gratitude for all the support given to my mother over the last two years. A special thank you to Shay for being there during a very distressing time—it meant the world to me.

A big thank you to Ben W for your assistance the other morning. I truly appreciated how you kept me updated on what was happening during the three hours I was on the floor. Your support made a challenging time much easier.

I wanted to extend my heartfelt thanks to Kristie and Shay for their promptness and care yesterday. Your quick response and attention to detail made all the difference. Thank you so much!

I want to thank John for helping me with my alarm last week when I was short of breath. I was transported to the hospital, where it was determined I had blood clots in my lungs. I feel very lucky to be alive, and I’m deeply thankful to all the INS staff who assisted me.

I want to express my deep gratitude to Ceara for calling the ambulance for my wife. Your quick thinking and excellent service made all the difference, and I cannot thank you enough.

I would like to sincerely thank you for your service. It has saved my mother several times after falls at home while she was alone. Knowing that she had help if she needed it gave us great peace of mind.

Huge thank you to Roz. I didn’t think I needed the alarm, but after using it twice now for falls, I’m very grateful.

Thank you so much, INS, for helping my husband last week when he was suffering from bad neuralgia. Your support meant the world to us, and we are very grateful.

Thanks to the INS staff for all the wonderful and caring work over the years since I have been in the village.

I just wanted to take a moment to thank INS for all the assistance they've provided me over the years. Your help has been truly appreciated.

I recently spoke with Ben M and was incredibly impressed by his politeness and knowledge about the equipment. I want to wish everyone at your company happiness and love during Christmas and the New Year. You are all lifesavers!

I want to express my extreme happiness with INS and how they collaborated with emergency services to ensure a quick and pleasant outcome when I needed an ambulance on Saturday. I’m especially grateful to Ben W. for his care and efficiency—he’s wonderful!

I want to express my appreciation for the consistent and caring support I received from INS. Beverley and Shay responded promptly to my specific actions on file and even checked in with me to ensure I was okay. Thank you both for your dedication!

I would like to express my appreciation of the service supplied by INS.The questions they asked and the kindness they expressed were very relevant and assuring.

I want to thank Lisa for her assistance while I was shivering on the floor waiting for the ambulance. She kept me sane while I was waiting.

Sandra and I wanted to express our appreciation for the great service and efforts from George when Sandra was unwell recently. Great job, George!

Thank you for always being there and the friendly service you have always given [Mum]!

Thank you for the INS LifeGuard for my husband to use when I had to go out for an appointment sometimes, knowing he would be able to use the pendant if needed.

I want to extend my deepest gratitude to Julie for the wonderful job she did when we had to call an ambulance for my husband last month.

I wanted to thank Karen for the assistance she provided with my father overnight.

Thank you, INS, for taking such good care of my dad during his time of distress when he was struggling to breathe and feeling scared. Your help meant the world to us.

Awesome, thanks for your great customer service, Ash! You really helped me out with a resident’s device, and I appreciate it.

I want to thank Kristie, Ben W, and Shay at INS for the thoughtful way they handled the alarm when my Mum needed help the other night. Your care and communication meant so much to us.

I’d like to extend my gratitude to Ceara and Shay for the care they showed my mother last week after her fall. Their assistance meant the world to us.

Your phone and wrist button made me feel safe and secure in my home when through illness I felt vulnerable. The fact that I knew that I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay independent for as long as possible.

Firstly, I would like to thank you for the consistent high-quality service you have provided to The Willows Residents during 2023. Your team responds with efficiency and kindness at all times and we value the attention and care given through all the calls we have made to you. THANK YOU!!!

I want to thank two of your staff members who I spoke to recently. They were both so kind and understanding during what was an incredibly difficult time for us. Staff who are so caring, especially during such tough times, are truly a credit to any organisation. Thank you so much.

Your phone and wrist button made me feel safe and secure in my home when through illness I felt vulnerable. The fact that I knew that I only had to press a button to have someone on the other end talk to me and arrange an ambulance allowed me to stay independent for as long as possible.

I want to extend my gratitude for your continued excellent service. My daughter shared that the old unit worked perfectly on Monday, helping secure an ambulance for Mum. The person from INS who assisted us was extremely calm and helpful. I thought you might appreciate this positive feedback.

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