Lifeline Review

Lifeline Review

Most medical alert systems work in two main ways: if you’re at home, you use a signaling device—usually something you can wear on your body, like a wristband or a pendant—that sends a signal to a base station. This base station in turn contacts a call center that can either assess the situation in conversation with you or send friends or responders to find out what the problem is. Alternately, at home or away from home, you use a mobile device to contact the call center directly. Philips Lifeline offers both of these options, and, true to its reputation as one of America’s preeminent manufacturers of home electronics, offers some impressive extras in addition.

Equipment

Signaling devices

The Lifeline signaling devices are fairly standard for the medical alert industry: they’re all simple push-button devices that can be used even by those with severe mobility issues. They are, though, more attractively designed than many (thoughtful, attractive design is a common theme with Lifeline products). Signaling devices for Lifeline’s basic version (HomeSafe Standard) are available as wristbands and pendants, but for all tiers above this, only a pendant is available—presumably because Lifelline’s AutoAlert fall detection system only works as a pendant, and AutoAlert isn’t available in HomeSafe Standard. All signaling devices are waterproof (a great feature, since it reduces the chance the user will have to take their wearable device off), and on all models Philips offers to automatically replace the batteries when needed. In the HomeSafe model, the signaling device works only within a 500 foot range of the base station, which puts it on the low end. For all other Lifeline offerings, however, the range is unlimited: even the GoSafe system allows the pendant to communicate directly with the call center.

Base station

The HomeSafe base station, like the signaling devices that work with it, is pretty standard, though again its 500 foot range is on the low end among home systems. At the same time, however, the unit is attractively designed, and includes specially designed speakers and microphones which Philips claims allow two-way communication between the user and the call center anywhere in the house—a useful feature, since this means that those with mobility issues who might not otherwise be able to communicate with the call center can specify the help they need, and possibly avoid an inconvenient (and expensive) response from local emergency workers. What’s more, Lifeline base stations conduct regular self-testing and automatically alert the company if a unit needs maintenance. The base stations are available with landline or cellular connections, and they offer automated recorded-voice instructions on how to install the system.

Extras

In addition to the medical alert basics, Lifeline offers one more possibly life-saving piece of equipment: an automated medication dispenser that can store up to four weeks of prescribed medications and parcel them out in individual cups when prompted by the user. The unit also reminds the user to take their medicine, and, in the event a dose isn’t issued, will automatically contact a family member to alert them to the fact that medication is going unused.

It’s also worth mentioning Lifeline’s location detection technology. For its mobile-enabled systems, the wearable signalling devices will provide responders with a precise readout on your location using several different forms of location systems, including cell towers, GPS, and wireless networks. Lifeline, in fact, uses six different types of locating technology to give your coordinates, meaning that if you’re incapacitated, responders will reach you that much more quickly.

Call Center and Services

Philips operates its own proprietary call centers, and clearly takes a lot of pride in their management. They operate multiple centers, with 200 technicians total, and the company claims to field an average of 18,000 calls a day. They also provide extensive training to their staff and maintain a rigorous system of monitoring and re-training to keep their that staff as effective as possible. Finally, they use an interpreter service to enable their call centers to respond to customers in over 140 foreign languages.

Costs

The cost of Philips Lifeline’s packages fall within the middle range of medical alert systems, with its basic HomeSafe tier being the most competitive. Like many popular medical alert companies, Philips doesn’t charge an equipment fee, and—best of all—doesn’t ask users to sign a long-term contract or charge a fee for cancellation. At the same time, we do fault Philips for some additional charges: its mobile offerings—GoSafe and AutoAlert—require users to pay an additional one-time fee that runs 2-3 times the monthly charge for the service, all packages require a one-time activation fee, and none offer a free trial to see if the equipment and service are what you’re looking for. At the same time, given the quality of its service and equipment, Philips’ pricing makes it highly competitive in the medical alert field.

What Customers Say

Customer interactions begin with a company’s website, and we found that the Lifeline website was fairly straightforward, offering potential customers much of the information they needed to make an informed choice. Beyond that, online reviews painted a picture of a highly satisfied customer base, with consumers indicating that they found the equipment easy to use; customers also found the company’s technical support and call centers ready to respond in an emergency or to help with technical problems. In short, as might be expected with a company as well established as Philips, Lifeline and its related products have a solid track record of customer satisfaction.

Bottom Line

Philip’s Lifeline brand of medical alert systems can be more expensive to use than many of its competitors, but it offers a number of useful features as well as a variety of systems. Where Lifeline stands out, however, is in its hardware. It offers attractive, practical hardware that is relatively easy to install and use, including a base station designed to allow two-way communication anywhere in the house. Lifeline offers some unique hardware as well—including an automated medication dispenser that no other medical alert system provider comes close to offering. For its quality and innovative technology, we’ve recognized Philips Lifeline for having the Best Medical Alert System features and hardware for 2018.