Personal Emergency Response Systems and Devices for Retirement Villages
Future-proof your village with INS LifeGuard's in-home and mobile alarm systems
Our Clinical Operations Centre, our 24/7 emergency response centre, is staffed by highly qualified healthcare professionals, including Registered and Enrolled Nurses. Every alarm is answered by someone who can assess, advise and coordinate help, so residents get immediate, informed support when it matters most. Whether a resident needs a simple personal alarm for elderly users or a full mobile setup with health monitoring, every device connects to the same nurse-led service.
INS LifeGuardis proud to be ISO 9001:2015 certified for our Quality Management System.
We’re proud to be the largest emergency response provider to the independent living sector. Our 24-hour emergency response centre is staffed only by experienced nurses and healthcare professionals, so we can offer a comprehensive range of services, including telehealth, remote health monitoring, medication management reminders, mental health support lines, medical information lines and our new concierge services. Our technology suite includes new apps for both residents and operators on iOS and Android, and our fully integrated village management and client portals bring everyone together. It’s a complete ecosystem designed for independence, wellbeing and peace of mind.
We’ve been a trusted name in healthcare, aged care, disability support and independent living for over 40 years. We were pioneers in assistive technology long before it became mainstream, and today we remain committed to innovation, quality care and long-term partnerships that evolve as the sector’s needs do.
Our difference is our people. Our emergency response centres across Australia are staffed exclusively by nurses and healthcare professionals, which means every interaction is guided by clinical expertise. We go beyond emergency response now. We can offer a true end-to-end solution because our hardware, our app development and all of our monitoring are managed in-house. That gives us more reliability, tighter security and the ability to customise solutions for our corporate clients. We don’t just respond to emergencies anymore. Now we can help prevent them.
Care is at the core of everything we do. It’s in our DNA, and we’re driven by the real stories of real people, and the moments when our staff have stepped in for someone who had no one else. That’s why we constantly invest in new technology, so we can stay ahead and offer more support when it matters most.
We’re a family-run business. You’ll find our family members working alongside everyone else in the call centre and across the company, and that culture of genuine care flows through everything we do. We’re not just ticking boxes. We’re making a difference in people’s lives.
It’s hard for us to give an elevator pitch, because of the number of solutions and services we provide. But it would be that INS is a proudly Australian-run company that has been delivering healthcare solutions for over 40 years. As a leader in eHealth, telehealth and assistive technologies, we provide 24-hour nurse-led emergency response and fully customised call centre solutions. What sets us apart is simple: every call is handled by a healthcare professional, and we’re here to keep people safe, connected and independent, wherever they are.
INS LifeGuard SmartVillage
With over 30 years' experience and more than 30,000 independent living units supported across Australia, our products and services have evolved into a complete solution for villages, independent living and community care organisations.
INS delivers the latest feature-rich technology to make your village a five-star site. Our personal alarm infrastructure supports residents at every care level, from independent living to higher-needs accommodation.
The scope includes managed data tails to the site, infrastructure (capital) requirements, optional elements, and resident and end-user functionality.
A free monthly snapshot of your village's personal alarm system
The Village Health Check is a free monthly snapshot for every INS village. It brings together four views of your village in one report, with 2024, 2025 and 2026 to date shown side by side, so you can see what's changing and protect resident safety before a device fails.
Monitoring:every alarm we received, what our nurses recorded, and how quickly each one was answered
Devices:the age and health of every base unit, pendant, call point and smoke alarm on site, including low-battery and power-fail alarms and devices that haven't been tested in 30 days
Online services:how your team uses the Manager's Portal, measured against four best-practice checks
Resident records:how complete each resident's file is, from medical details to key-holder and nominated contacts
Where the Village Health Check turns up a problem, ourPreventative Maintenance serviceputs it right. If your village isn't with INS yet, we'll show you an example dashboard of what we can report on for your village.
INS began as a community nursing service in the early 1980s and was the first to be contracted by the Department of Veterans' Affairs. That healthcare heritage is why every call to our personal emergency response system is answered by a nurse in our Clinical Operations Centre, not a security operator. Hear Managing Director Claude Rafin explain the difference.
Read the video transcript: Healthcare is in our DNA, Claude Rafin, Managing Director, The INS Group
Who is INS? INS originally stood for Illawarra Nursing Service. That's our heritage. In the early 1980s we were one of the pioneers of nursing services in the community, and the first to be contracted by the Department of Veterans' Affairs. We pioneered a whole range of in-home services, from nursing to home assistance, spinal care, package care and more. It all started in 1984 with our nursing service.
As we grew, we were buying services like the ones we're talking about today, and as healthcare providers we had a problem with them. The services were mostly delivered by security companies, and the technology was no different to a home security system. From a healthcare perspective, we believed it should be about prevention and providing health services, rather than a home security system monitored by security guards. So we created INS LifeGuard, another division within the group. We also develop technology through INS Technology Services, and we operate INS CareCall. We do a lot of different things, but our DNA is health. That's who we are.
When you call our centre, you're talking to healthcare professionals. We don't use security guards or school leavers. Our belief is that we should provide services that are health-related and preventative.
As things grew, we developed our own technologies, because we wanted to provide more for less. As carers, we're always working within budgets and limited by funding, so we wanted to deliver technology that provides additional services at a cost that stays affordable.
Our point of difference is our services and who's delivering them. If you're talking to us, you're talking to qualified people: at a minimum, nurses. Until recently, if you called the after-hours doctor service, you were talking to us. We also provide employee health services. If airline pilots or cabin crew are injured at work, we look after them. Paramedics in Victoria report their workplace injuries to us. We can do all of this because we're a large centre with healthcare professionals on site.
We don't wait for an emergency. Even though we're an emergency service provider, we'd rather it never become one, so we encourage people to tell us about a problem early. How often have I heard about someone who had a heart attack after having chest pain for hours, and didn't tell anyone because they didn't want to bother anyone? We want to be bothered. We'd rather deal with it at the start than wait for an emergency call. That's the safety net. As healthcare providers, we believe in prevention.
If there is an event, we follow you through it as best we can, through the hospital system and until you get home. Then we may make outbound calls to you. In hospital you get observation visits at your bedside, and we do the same thing remotely. These days people are often discharged early and end up back in hospital within the week, so we try to prevent that with outbound observation calls, as determined by our triage nurses and always with your permission.
We're available 24/7. If you've been to the doctor and been prescribed something without asking about side effects, you can call us, and if we need to consult your doctor, we will, with your permission. We do what we would ordinarily do as community care providers, just remotely. We're a phone call or the press of a button away, and it's an included service at no additional cost.
With your permission, we hold your medical details and history, and the more you give us, the better. It makes a real difference. If you have a fall and I know you're on warfarin, you'll get a different response. If you call with a splitting headache and I know you have a history of TIAs or stroke, I'll change the response. We monitor all of that.
You can trigger an alarm in different ways. Our portable transmitters can be worn around the neck or on the wrist. They're small, lightweight and waterproof, so they can be worn in the shower. In villages with pools and gyms, we put them on racks so residents can put one on before they swim or exercise, especially if they're alone. We also install call points in bathrooms and around the home. They're battery-operated, not hardwired. We also monitor smoke detectors, and we offer health devices, so you can take a reading like your temperature and it's sent to the nurses in our centre, and to your family if you choose. The technology just enables us to do things. The important part is the service.
There's also an app you can download to your own mobile phone. It works the same way, but when you're out and about, we need to find you, so it has GPS and two-way voice. We also have a mobile pendant: one button tells us where you are, and we can talk to you through it. So there are many different devices you can use.
Ready to future-proof your retirement village?
Our Business Development team can provide a tailored proposal, a site assessment and a detailed feature comparison to support your decision. Book a meeting at a time that suits you, call us, or send an enquiry.
INS LifeGuard SmartVillage is built on a flexible technology platform that can be configured to suit different resident profiles, unit types and care levels across your site.
24/7 Nurse-Led Emergency Response
Every alarm answered by a nurse
All SmartVillage components connect to our 24/7 Clinical Operations Centre, staffed by highly qualified Registered and Enrolled Nurses. Every personal alarm, wearable, app and sensor is monitored by clinical professionals who can assess, advise and coordinate care immediately.
Clinical triage and assessment
Coordination with emergency services
Liaison with GPs and other health providers, with the resident's permission
Emotional support and reassurance, available any time
Fixed base units with waterproof pendants and a wireless nurse call button system, for coverage throughout each independent living unit. Options include:
Standard emergency call systems (AS 4607 compliant)
Start with core emergency response and expand as needs change:
Modular deployment:add health monitoring, home automation or mobile devices as resident needs change
Over-the-air updates:technology stays current without site visits or equipment replacement
No infrastructure overhaul:new services integrate with existing systems
Budget-friendly growth:invest in stages as occupancy increases or care needs change
Frequently Asked Questions
What makes INS LifeGuard's emergency response different?
Our 24/7 Clinical Operations Centre is staffed by highly qualified Registered and Enrolled Nurses and healthcare professionals, not call centre operators. Every alarm receives a clinical assessment, not just call-taking. Our nurses can triage emergencies, provide immediate advice, liaise with GPs and share critical health information with paramedics when needed.
What types of devices can INS LifeGuard monitor?
We monitor a comprehensive range of equipment across your village, including:
In-home emergency call systems
Mobile GPS trackers and pendants
Smartphone and smartwatch apps, including the INS LifeGuardian® Watch
Wrist and neck transmitters
Wireless nurse call buttons (wall-mounted and portable)
Voice-activated call points
Fall sensors and pressure mats
Smoke detectors
Health monitoring devices
Home automation systems
We can also integrate with and monitor equipment from other providers. Pendants and wristbands are waterproof, so residents can wear them in the shower or bath, where the risk of falls is higher.
What is the free nurse chat and health information line?
All residents have 24/7 access to our nurses, not just for emergencies. If a resident is feeling lonely, needs reassurance or wants health information, they can press their alarm button any time for a chat. With the resident's permission, our nurses can also liaise with GPs and other primary health providers, supporting continuity of care.
What portals are available for village management?
Manager's Portal
Gives village operators:
Real-time alarm notifications and system status
Reporting on response times and resident activity
The ability to broadcast emergency and evacuation messages
Management of concierge services and preferred providers
Remote updates to protocols, contacts and resident information
Client Portal
Allows residents and authorised family members to:
Update personal details and emergency contacts remotely
View alarm history and activity (with permission)
What are concierge services?
Concierge services turn your emergency call infrastructure into a value-added platform. Residents can press a button to access preferred service providers coordinated by your village, including:
Home maintenance (electrical, plumbing, painting)
Healthcare services (nursing, personal care, domestic assistance)
This optional service adds revenue potential and enhances resident satisfaction.
What is the Village Health Check?
The Village Health Check is a free monthly snapshot for every INS village. It brings together alarm handling, device age and health, Manager's Portal use and resident records in one report, so you can plan maintenance before something fails. If your village isn't with INS yet, we'll show you an example dashboard of what we can report on for your village.
What TeleHealth and health monitoring services are available?
Nurse-led health monitoring is available through the INS LifeGuardian® App Premium plan, using a compatible Apple Watch, supported Wear OS smartwatch or supported third-party device:
Heart rate, blood oxygen and respiratory rate monitoring
ECG and atrial fibrillation detection (Apple Watch only)
Fall prevention monitoring of gait and steadiness (Apple Watch only)
Blood pressure and blood glucose through supported third-party devices
Monthly and scheduled nursing reviews, with proactive follow-up if concerning patterns emerge
Family visibility of vital signs through the LifeGuardian Connect® App, with the resident's permission
Availability varies by feature and device. Smartwatch sensors are wellness-grade, not clinical-grade or TGA-approved. In-home base units focus on emergency response and don't include vital signs monitoring. This professional monitoring by our nurses gives residents and families peace of mind, and health reports can be shared with GPs or specialists with the resident's consent.
What is the INS LifeGuardian® App?
The INS LifeGuardian® App turns a resident's mobile phone into a monitored personal alarm with GPS tracking. It's ideal for tech-savvy residents, or those who want mobile protection beyond the village. Paired with a compatible smartwatch (Apple Watch or Wear OS), it adds fall detection and crash detection, and the Premium plan adds nurse-led health monitoring. Residents who don't have a compatible watch can rent the INS LifeGuardian® Watch, an Apple Watch or Samsung Galaxy Watch supplied by INS.
The companion LifeGuardian Connect® App lets family members receive real-time alerts and see health data, with the resident's consent.
Is INS LifeGuard SmartVillage compliant with Australian standards?
Yes. Our in-home emergency call systems meet AS 4607, the Australian Standard for personal response systems, and our devices have RCM certification (ACMA and EMC compliance). We're also ISO 9001:2015 certified for our Quality Management System.
Can INS LifeGuard integrate with our existing infrastructure?
Yes. SmartVillage is designed to work with existing networks and can integrate with equipment from other providers. We support multiple connectivity options (4G LTE, WiFi and Ethernet) and can monitor third-party devices alongside INS equipment. Our team will carry out a site assessment to determine the best integration approach for your village.
How is pricing structured for retirement villages?
Pricing is tailored to your village's needs and can include:
Capital purchase or rental/subscription models
Per-unit device costs and installation
Monthly monitoring fees per resident
Optional add-on services (health monitoring, concierge, home automation)
We can structure agreements to suit your financial model, whether that's upfront capital investment, operational expense or resident-pays arrangements. Contact us for a detailed proposal.
Can INS LifeGuard integrate with our existing infrastructure?
Yes. SmartVillage is designed to work with existing networks and can integrate with equipment from other providers. We support multiple connectivity options (4G LTE, WiFi and Ethernet) and can monitor third-party devices alongside INS equipment. Our team will carry out a site assessment to determine the best integration approach for your village.
What training and support is provided?
We provide training for village managers, care staff and maintenance teams on:
Operating the Manager's Portal
Responding to alarms and alerts
Basic troubleshooting and device management
Emergency evacuation procedures
Residents receive simple, easy-to-follow instructions for their personal alarm devices, and our 24/7 technical support team is always available for staff and residents.
How scalable is the SmartVillage system?
Extremely scalable. You can:
Start with basic emergency response and add services progressively
Deploy in stages as new units are built or occupied
Upgrade individual residents to higher care levels without replacing infrastructure
Expand from in-home personal alarms to mobile devices as needs change
Over-the-air updates mean technology stays current without site visits or equipment replacement.
What reporting capabilities does the Manager's Portal provide?
The Manager's Portal offers detailed reporting for operations, audits and continuous improvement:
Alarm activation history and response times
Device status and battery health across the site
Resident activity and welfare patterns
Incident reports for investigations or audits
Scheduled check-in completion
Concierge service usage
Reports can be exported for board presentations, quality audits or accreditation purposes.
How does INS LifeGuard coordinate with emergency services?
When a resident presses the SOS button on their personal alarm, there's no need to reach for a phone or dial triple zero. Our nurses respond immediately, assess the situation and decide on the right course of action. If emergency assistance is needed, we contact ambulance, police or fire services straight away, notify the resident's nominated contacts, and provide emergency services with:
The resident's exact location (unit number, or GPS coordinates for mobile devices)
Critical medical information from their profile
Details of the incident and any clinical observations
Our nurses stay on the line until help arrives. For mobile alarms, GPS tracking helps emergency services locate the resident quickly, even when they're away from the village.
What fall detection options are available for residents?
Fall detection and falls prevention alarms are available across our range of personal alarm systems:
In-home systems:
Optional fall sensor pendants that automatically raise an alarm when a fall is detected
Pressure mats and bed exit sensors for high-risk residents
Falls prevention alarms that work 24/7, even if the resident is unable to press the button
Mobile devices:
Built-in automatic fall detection on the SafetyWatch V3 and SmartTracker V3
Fall detection on the INS LifeGuardian® Watch
Fall and crash detection through the INS LifeGuardian® App with a compatible smartwatch
Fall prevention monitoring of gait and steadiness on Apple Watch, through the INS LifeGuardian® App Premium plan
Every fall alert goes straight to our nurse-monitored Clinical Operations Centre for immediate clinical assessment and response.
Can residents use their personal alarm systems when they leave the village?
Yes. Residents using a mobile personal alarm (SafetyWatch V3, SmartTracker V3, INS LifeGuardian® Watch or the INS LifeGuardian® App) are protected anywhere in Australia with mobile network coverage. GPS tracking means our nurses can locate them and coordinate help when they're shopping, visiting family or travelling.
What are the key benefits of personal emergency response systems for residents and their families?
For residents:
Fast assistance in an emergency, particularly falls and medical events
Confidence to live independently and keep up daily activities without fear of being alone in an emergency
Peace of mind, knowing qualified nurses are available 24/7 for reassurance and health advice, not just emergencies
Early intervention, with health monitoring that can pick up changes before they become serious
For families and carers:
Reassurance that loved ones can reach qualified help 24/7
Remote visibility (with consent) through the LifeGuardian Connect® App
Less worry about parents or relatives living independently
For village operators:
Fewer hospitalisations through rapid response and early intervention
Detailed incident reporting and audit trails
Higher resident satisfaction and family confidence
How do you determine which alarm system is right for each resident?
Every resident is different. We look at:
Mobility and fall risk: residents with balance issues or a history of falls may need automatic fall detection, and fixed call points in high-risk areas like the bathroom and bedroom
Dexterity: residents with arthritis or limited hand mobility may need larger buttons or voice activation
Lifestyle: active residents who leave the village regularly benefit from mobile GPS alarms
Health:
residents with a medical condition or chronic illness may benefit from nurse-led health monitoring, and those with cognitive decline may need inactivity alerts or geofencing
Comfort with technology:
simple pendants for those who prefer straightforward devices, and smartwatch or app-based systems for those comfortable with technology
Our team works with village managers to profile residents and recommend the right setup during the consultation phase.
Are the devices easy to set up for residents?
Yes. All SmartVillage devices are professionally installed and pre-configured. In-home base units are tested for coverage during installation, wireless call points are placed in key locations, and residents simply wear their waterproof pendant or wristband. Mobile devices arrive pre-programmed with resident details. Residents get easy-to-follow instructions, village staff are trained during installation, and our 24/7 technical support team is available to everyone. The goal is to make the technology invisible, so residents simply press their personal alarm when they need help.
What is a wireless nurse call button and how does it work?
A wireless nurse call button is a fixed call point installed in high-risk areas of a resident's unit, such as the bathroom, bedroom or beside the bed. When pressed, it sends an immediate alert to our 24/7 Clinical Operations Centre. It's an extra layer of protection for residents who may not always wear their pendant. Every nurse call button system in SmartVillage is battery-operated (no hardwiring), waterproof for bathroom use and easy to relocate if a resident's needs change.
How do personal alarms improve resident retention and satisfaction?
When residents and their families know qualified nurses are available 24/7 at the press of a button, it:
Reduces family anxiety about independent living
Gives residents the confidence to live independently in their own home for longer
Sets your village apart from those without clinical support
Supports early intervention before hospitalisation
Provides documented incident response for quality assurance
Villages with comprehensive personal alarm systems often see higher occupancy and longer residency, as residents feel secure staying in independent living rather than moving to higher care too early.
Can family members stay informed about their loved one's safety?
Yes. With the resident's permission, family members and carers can use the free LifeGuardian Connect® App to receive notifications when an alarm is closed, see device status and battery alerts, and view vital signs data where applicable. It's free to download on iOS and Android and works with all INS LifeGuard monitoring services. Learn more about LifeGuardian Connect®
In-home base with a waterproof pendant that can be swapped for a fall detector, for instant help day or night.
At Home
On Your Smartphone
Clinical assessment, not just call handling
Our team can assess symptoms, understand risk and respond appropriately.
Hear From Our Clients
Find Out How INS LifeGuard Makes a Difference
It's like having a family member in the house
A client rings back after an ambulance callout to thank the nurses for always being there.
Nurse: Welcome to INS LifeGuard. This is Kirsty. How may I help you?
Client: I just wanted to thank your wonderful organisation. I had to get an ambulance. I wasn't going too well. And I just want to show my appreciation to you. I was lying down at the time. I think you rang me a couple of times. I just want to let you know, I was very grateful for your help and I appreciate what you did for me and I thought you've always been very, very good to me or kind to me. And I just wanted to let you know, I appreciated that.
Nurse: Thank you so much for your call. That's so lovely to hear. I'll definitely let the nurses know that you called us. How are you feeling now?
Client: I am feeling better. The doctors have been helping me, and I wasn't in the best shape. I didn't realise till I saw the ambulance chaps that I was running a pretty high temperature and, oh, things weren't kind of going so well. So I was very grateful for your help. Thanks very much for that. I just wanted to pass that on to you and let you know that we do appreciate the wonderful work you do.
Nurse: Thank you so much for that. I love hearing when people ring back and let us know.
Client: Oh, thank you for that. And they've always been very, you know, helpful to me over the years. I've made sure that as soon as I'm kind of feeling a little bit better, I'd give you a ring. And I've been very grateful for the treatment.
Nurse: I'm glad that you're in the right place now.
Client: And I was very grateful for you. It makes me feel better too because I thought, Oh, God, it's like having a family member I’ve got in the house. If you're not going well, you realise there's someone you can talk to, and there's someone around the corner, and it’s, you know, you're by yourself; it could be a worry, you know, if you really did get very, very ill. But I thought it reassured me a bit.
Nurse: That's lovely. Thank you so much for your call. We really appreciate your call. Client: Thanks, and thank you. I appreciate having you, and my sister does too. She said she's been so grateful for your organisation. I said, yeah, it does lift you up a lot. Nurse: Yeah.
Client: And I thought, when you live by yourself, it's a bit of a different world in some ways. And I thought it's lovely to know there is someone around the corner. We all appreciate that.
Nurse: Oh, thank you so much for the call.
Client: And I’m very grateful; I felt well, I am. Thanks to you and the ambulance service, I ended up in the right place. So that’s something good.
Nurse: Hope you get better soon, and thank you.
Client: Thank you.
Nurse: Anyway, it was lovely to hear from you. Thank you so much for your call.
Client: Thank you. Thanks very much.
Denise says LifeGuard saved her life
Denise pressed her alarm during a heart attack. She shares what happened next.
Nurse: Hi, Denise. This is Hayden from INS LifeGuard, your medical alarm company. How are you doing?
Client: Oh, I’m doing well, thank you.
Nurse: Oh, that’s good.
Client: I tell you what, I’m telling all the war widows to apply for the LifeGuard. It is very much better than any other similar device.
Nurse: Yeah. Yeah, I think so as well. And, you know, obviously I don’t have to pitch it to you, but, you know, being able to come into a call centre of nurses as well, you know, it’s definitely got to be a plus.
Client: Well, the LifeGuard, six months ago saved my life. I felt very unwell. And I was going to work on Wednesday, and I went out the door and I went, “Oh, I don’t feel well. Oh, Denise, get over it. Put your briefcase in the car, unlock the gates, and go to work, you silly bugger.” So I did. I put the briefcase in the car and I walked down to the gates. Lucky I took an old walker that was in the garage for stability. When I got there, I put my hand on the gate, and as soon as I did that, everything went brown.
Nurse: Brown?
Client: Yes. I couldn’t see anything except brown all around me. And I went, “Oh my goodness, I really don’t feel well.” And I sat down, and after a little while I went, “Yeah, no, I think I’m going to go back, say I’m not coming in today.”
Nurse: Mm-hmm.
Client: So I got halfway back to the back door, pressed my alarm, my LifeGuard, got to the garage. I had enough consciousness to press number one on my phone, which was a friend of mine down the road. She sent her husband up. He came running up. She rang the ambulance, who had already been advised by LifeGuard. Thinking that I’d had a fall. And she went, “No, no, no. Something’s bloody wrong. Something’s really wrong.”
Nurse: Yeah.
Client: I have had a massive heart attack.
Nurse: Oh, wow.
Client: They got me to the hospital, which was 110 kilometres away.
Nurse: Yeah.
Client: I had another, sort of a small heart attack on the way down. So they stopped. When I got there, they put me straight into ICU. That night I had another massive heart attack. The following day, really early, they did an angiogram at six o’clock in the morning. And it showed that two of my arteries were 98% blocked. And all the others were 60% blocked.
Nurse: Yeah.
Client: That afternoon I had another massive heart attack, and that night I had a fourth heart attack. And they kept me sort of out until the following Monday. That was Thursday, Friday, Saturday, Sunday. So five, four days they kept me out. Six, seven o’clock on Monday morning, I was in the surgery, having open-heart surgery.
Nurse: Mm-hmm. And that was about six months, did you say? Six months ago? Client: Six months ago.
Nurse: Yeah. I’m at a genuine loss for words, Denise. But I’m glad that this is – Client: The LifeGuard… if I’d had the little round one for the wrist, which only works in your yard, I shouldn’t say this, but I honestly do not believe I’d be here today.
Nurse: Right. Client: Because the service I got from INS LifeGuard was absolutely flawless. And I am now telling all the war widows, don’t worry about anything else, just go for the INS LifeGuard 4G or 5G GPS one.
Nurse: Yeah, definitely.
Client: But I’m not just telling my war widow friends to get them. I’m telling everybody over 60.
Nurse: Yeah, no, I think that’s a great idea. I think, you know, just for the peace of mind of having something like that. And, yeah, you know, when it works, you know, you’re very glad to have had it.
Client: Oh, my son reckons it’s the best thing since sliced cheese. Yeah. Saved their mother’s life.
Nurse: Well, thanks so much, Denise. I really appreciate having a chat with you, honestly. All right, well, I’ll leave it with you, Denise. Take care and have a great day.
Client: I am. I’m alive. Thank you.
Nurse: That’s it. That’s what I want to hear.
Client: All right. Bye for now.
Nurse: Bye, Denise.
Ben helps a client with her watch
A client gets her new watch set up and tells Ben why she feels secure wearing it.
Client: Oh, better for hearing your voice, Ben. *laughs* Ben, I’ve received a watch and I’ve sent the paperwork back.
Nurse: The watch face itself is an alarm, so if it detects a push, it triggers the alarm.
Client: I’m feeling very secure with it, and I could put that down to possibly the falls alarms where I actually got to speak to the nurses. And they are very caring and they’re wonderful people. They’re wonderful nurses there. Absolutely fantastic. Okay, thank you so much, Ben. You’ve been very kind and very patient.
Nurse: No worries. I’m glad I could help.
You've saved Margaret's life
A husband explains how the watch helped uncover his wife's heart condition.
Client: Thanks, Ben. And thank you for your help all the way through.
Nurse: No worries… No worries.
Client: You've saved Margaret's life, I mean that. She found out she had AF.
Nurse: Yep.
Client: She's been in hospital about three or four times. And they’re talking about trying to shock her back into life again and God knows what. But if we hadn't had that watch, I don't know, she most probably had a stroke or goodness knows what.
Nurse: Yeah. I'm very glad that you both picked it up and decided to join the trial so that we could get to this point and yeah… It's been godsend.
Client: Yeah, it has. It has. The doctors and everything else said it saved her life. And it's not just, you know, very simple. And it's been very, very good, and I appreciate the help you guys have given us.
Client happy with INS service
A nurse follows up after an ambulance callout and hears the client's wife is home and doing well.
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: You got my email?
Nurse: I did. I have some news for you, essentially. We spoke before Christmas in regards to replacing your alarm system.
Client: Yes.
Nurse: I've organised for that. That's going out today, so you'll get an entire new watch with a new number.
Client: That is fantastic. So you're going to send me a new one, right?
Nurse: Yes.
Client: Oh, I really am impressed with your service in all directions. I really, really, really appreciate your service. I think it's just fantastic and I love my watch. Okay. Thank you so much. I really appreciate it.
Nurse: No worries. I'm glad I could help.
Client: Bye.
Nurse: Bye bye.
I recommend you to my elderly friends
A long-term client thanks the team and shares that she's been telling her friends.
Nurse: Hi Trish, it's Nicole from INS LifeGuard. Is everything okay there?
Client: Yes, it is fine. Thanks Nicole. It's just a test because my um, it stopped working so they had to redo it all, so she said just to check to make sure it's working right.
Nurse: Oh, okay. Not a worry. All working. You have a lovely day.
Client: Yeah, and can I say something?
Nurse: Yeah, of course.
Client: I think you're amazing, and I don’t know where we'll be without you, so take care.
Nurse: That's so lovely. I will definitely pass that on.
Client: Thank you.
Nurse: Alright, you take care.
Client: And you too. Bye bye.
Nurse: Bye.
INS assistance was absolutely life saving
A daughter calls to thank the nurse who sent an ambulance after her mother's fall.
Nurse: Hello, Mrs. *****. It's John from INS LifeGuard. Do you need assistance?
Client: This is *******’s daughter. I'm just ringing to let you know that she was taken to hospital yesterday after having a fall, and INS contacted the ambulance. And thank you for your assistance. It was absolutely life-saving, really.
Nurse: No problem at all. That was actually.. Lisa's the one that called the ambulance. I'll let her know that you appreciate her assistance.
Client: Thank you very much.
Nurse: Thank you. Okay. Bye.
John felt comforted and thanked Tim
John thanks the nurse who kept calling back to check on him until the ambulance arrived.
Nurse: Morning, John, it's Allison from INS LifeGuard. You’re all okay there this morning?
Client: Hello, Allison. Yeah. look, I'm okay today. I had a call yesterday morning and I can't remember the name of the young fellow I called yesterday.
Nurse: Yeah.
Client: But I just wanted to ring in and say thank you to him because he rang me several times during my problem to see that I was okay. And I really appreciated that.
Nurse: You were dealing with Tim, so I’ll definitely pass it on. He was on night shift again, so he’s already left.
Client: Would you do that for me, please?
Nurse: I certainly will.
Client: It was very comforting to have him call me regularly until the ambulance was here. And he even then called me to see how I was going.
Nurse: No, beautiful, John, I'm glad that you're feeling better and you're back home again.
Client: Thank you very much.
Nurse: Lovely. Thanks for the call back, John. I'll definitely let Tim know. Okay.
Client: It's my pleasure. Thank you. Thank you. You did a wonderful job. Thank you. Okay, bye.
Nurse: Bye.
Mrs P loves us and would pay double
A client rings back to thank the nurse who helped her that morning.
Nurse: Hi there, Ms. *****, here again from INS. How are you going?
Client: Um, I'm just ringing. I'm sorry. Don't worry, but I wanna give a special thank you to the lady who helped me this morning.
Nurse: No, you are more than welcome; that was me.
Client: The nurse was just coming in cause I called her. I said to her, I said, I don’t know — this is the truth — I don’t know what we pay per month to the INS LifeGuard, but I'm happy to pay double.
Nurse: Oh, love. You're so sweet.
Client: Yeah, darling, I wanna say thank you.
Nurse: You are so very welcome.
Client: See how darling I won't keep me better. Thank you. I love you.
Nurse: Oh, we love you too. Love. So if you need anything, don't you hesitate to press that button.
Client: All right, darling. Okay. Thank you.
Nurse: Not a worry. Take care of yourself.
Client: Bye darling.
Nurse: Bye.
Thank you for caring
A nurse checks in on a client a week after a hospital trip.
Nurse: Oh, good afternoon. This is Christie calling from INS LifeGuard. I've actually called to follow up to see how you're going. We called an ambulance for you on the 11th.
Client: Now I'm getting better, but I had pneumonia.
Nurse: Oh, you did? Oh, that's no good. Are you on the mend?
Client: Yeah, I'm on the mend. Anyway, look, I appreciate you being up checking on me.
Nurse: Yeah, no problem at all.
Client: And John, the fellow that rang up when the ambulance was coming, was excellent.
Nurse: Oh wonderful. Great. No problem. I'll pass that along. Thank you.
Client: Okay.
Nurse: Okay, bye.
Thank you Lisa
A family member thanks Lisa for helping their dad get comfortable using his alarm.
Client: Yeah. Hi. Look, I'm just wondering, is this the customer services for the INS LifeGuard?
Nurse: Yes.
Client: I just wanted to say thank you very much. My dad's name is [name omitted], and I wanted to thank Lisa so very much because basically, Dad has refused to use it for the last year or so. And then when I went over to Australia about a month ago, I came back and I said to Lisa, she rang, she had a chat, then she explained the whole system, she explained what to do and told him to put his watch on. And he's done all that, and it worked out [inaudible].
Nurse: Oh, okay, beautiful. I was on last night. I called the ambulance for him, and it took hours for them to get there, unfortunately. His neighbour attended, so she sat with him for a few hours.
Client: I think it was really wonderful. He wouldn't have listened anyway, but Lisa explained it to him so well and it actually worked. I just wanted to thank you and thank you very much.
Nurse: No worries. I'll at Lisa know. I'll send her a message just letting her know.
Client: Thank You. Thank you so much!
Nurse: Okay. Bye.
Client: See you mate. Bye bye.
Thanks for the care
A wife thanks the nurse who called an ambulance for her husband.
Nurse: Good morning. This is Linda from INS LifeGuard. Is everything all right?
Client: Hello. Yes, everything is fine. Thank you so much. I just wanted to thank you for the care that you took on the first of this month. Monday morning early, I called you and you were a great help, and you called for help on my behalf straight to hospital.
Nurse: Oh, okay. Is he out of hospital yet?
Client: He is, yes. He came out the same day. But it was the first time he'd ever had it, and we both got a shock.
Nurse: Oh, goodness. All right. And how is he feeling now? Is he okay?
Client: He is. Look, he bounced back. He was home the same day, and I think I'm still in shock.
Nurse: Yeah. It can be, yeah. Well, look, you just make sure that one of you has got the pendant on. If you need us for anything, you give it a press.
Client: Well, thank you so much.
Nurse: You're very welcome. All right, you take care.
There is always somebody at the end of that button
After a life-or-death emergency, a client learns someone is always there, 24/7.
There is always somebody at the end of that button
Nurse: Oh, hello, it's Kim here from INS LifeGuard. I'm just ringing 'cause we sent you off to hospital. So I was ringing to see if you were home.
Client: I am home from the hospital, darling. I really appreciate all the help that INS LifeGuard did for me. It was life or death on that day. Thank you. I owe you my life. Thank you very, very, very much.
Nurse: You are welcome, darl. So just so you know, we are always here. If you ever feel you need to talk to somebody, okay?
Client: Really?
Nurse: We are always here. There is always somebody here 24 hours a day, seven days a week. There is always somebody here at the end of that button.
Client: That's so nice to hear. Thank you. Appreciate that. Thank you very, very, very much.
Nurse: Thanks love. Bye.
Client: Bye.
Well done Val
A client thanks the nurse who contacted her daughter and called an ambulance.
Client: I just wanted to say I don't need any help, but on Saturday night, I needed help. And the lady was so amazing. They called an ambulance. I got to the hospital on time, and I just wanted to thank the lady who was on duty on Saturday night.
Nurse: Oh, that’s so sweet. I’ll pass on that. She’s on at the moment, but I’ll definitely pass that on to her.
Client: Yeah, because you phoned my daughter, you phoned the ambulance. Everything went to plan, and I'm fine. Thank you so much.
Nurse: And you're back home, obviously.
Client: I'm back home again, and everything's good. I never had a stroke, but the hospital was good. Everybody was good to me. Thank you so much.
Nurse: That’s okay. Take care.
Client: Thank you. Bye.
Woman praises INS nurse and alarm system
A client remembers the nurse who kept the line open through a long wait for an ambulance.
Nurse: It’s Angela calling back from the alarm company to see how you're feeling since you went to hospital last month.
Client: Oh, yes.
Nurse: Are you recovering well?
Client: Yeah, not too bad. I was meaning to thank you. That lady that was on that night, she was very, very good. I waited so long for that ambulance. It was a terrible night. I know. The alarm system was marvellous. She kept speaking to me, and she kept the line open. I don't know who she was, but she was very good.
Nurse: Yeah. Oh gosh.
Client: Anyway, the lady on the phone that night was absolutely terrific. Yes. Well, anyway, I can't give enough praise for that alarm system, and it was very good. Not that I've had to call them very often, which I’m so pleased about, but anyway, all worked out good in the end.
Nurse: Oh, I’m glad.
Client: It’s very good. Thank you for worrying about me, anyways.
Client: All right, then. Well, you take it easy, okay. Alright. Take care. Bye for now.
You are all special
A client asks for INS's address so she can send the nurses a Christmas card.
Nurse: Hi there, it’s Ceara from INS LifeGuard. Do you require any assistance?
Client: All I need, love — sorry to worry you — I want to send a Christmas card to you all, because I've had so many good people and I don’t know what address, love. Can you help with that?
Nurse: Of course, of course. Do you have a pen and paper there?
Client: I’ve got it standing here, love. Yep.
Nurse: So that's PO Box 485, Unanderra.
Client: Right darling, what's the postcode?
Nurse: 2526.
Client: 2526. INS Management, Post Office Box 485 Unanderra 2526.
Nurse: Yes, that's correct.
Client: Okay. Now I just want to say thank you then. I thought I'll just pop a card in the post for you all.
Nurse: Oh, no, I know, and I've spoken to you before. You're absolutely a pleasure. We're more than happy to receive that from you.
Client: Yeah, but you're all special too.
Nurse: You're so very sweet. Thank you so much.
Client: Bye, darling. Have a good day.
Nurse: You too. All the best, and a Merry Christmas and a Happy New Year.
Client: And everything the same to you, too, darling.
Nurse: Thanks. Have a good day. Bye bye.
Client: Bye, darling.
You guys are the diamonds in the business
A daughter shares why she recommends INS to everyone after years of support for her mum.
Nurse: Good morning, Linda from Accounts. How may I help you?
Client: Hi, good morning, Linda. We've been customers for several years with your console because of my mom. You guys have been absolutely wonderful.
Nurse: Oh, thank you.
Client: What an amazing service. I literally speak about you guys to everybody I go. You do not want anybody else but these guys; these are the absolute diamonds in the business. I swear to you.
Nurse: Oh, thank you.
Client: Been dealing with mum and aged care and so many other people. Like I can honestly, wholeheartedly, as a client, testify to amazing services and stuff, and you guys have saved our *** so many times, so many times. And my mom really needed it.
Nurse: Oh, that's lovely. That's really nice. Thank you. That means a lot. And thank you for allowing INS LifeGuard to provide our service, and I wish you all the best moving forward.
Nurse: Thank you, Linda.
Client: No worries at all.
Ben and a client
A client who lives alone explains how wearing her pendant saved her when she collapsed.
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: I'm well, thank you.
Nurse: I'm just calling up about your medical alarm system.
Client: I was grateful that I had the thing around my neck when I collapsed. I was just lucky that I had it. If I'd had to walk to it or ring someone, I wouldn't have made it.
Nurse: Yep, that's the benefit of the alarm–
Client: So that shows you how these alarms work, doesn't it?
Nurse: Yep, it does.
Client: You can use that to tell your folks that it saved my life.
Nurse: Yeah, I'll definitely pass that on.
Client: I couldn't have made a phone call. I couldn't have called out for help. I couldn't have done anything. I live all on my own.
Nurse: Just so that you're aware as well, in case you ever need it, with our service it's not just the alarm system that you are paying for. You can actually give us a call if you have health questions, and we have nurses here.
Client: Oh, really?
Nurse: But you can also just give us a call if you want to have a chat at any time. There’s always someone here, even if it’s 2 o’clock in the morning.
Client: Goodness me!
Nurse: You can always just give us a call and have a chat with someone if you would like to.
Client: That’s very kind. As I say, nobody checks on me, so if I hadn't had the thing around my neck, I would've been.. How many days would I have laid there? I have no idea.
Nurse: Yeah, It's a great system to have for when you need it.
Client: Since I have no family in this country, nobody looks in on me. I need it. I need it. And I, and I've proved now I need it. Yep. So the hard way, unfortunately. Yeah.
Nurse: At least you had it.
Client: Oh yeah. And it was around my neck. I've spoken to other people who have it and they say, oh, don't have that bloody thing hanging around your neck. I just leave it on the hook by the bed or whatever. And I don't take it off when I go to bed either. I don't put it on the bedside table, so you can say thank you to your company. It a comfort, I suppose, particularly if you're on your own, like I am, and I'm choose to live on my own.
Nurse: Yeah.
Client: Not that I've been sent to Coventry or something. I like my house and my garden and I'm pleased to be here. So that's the price you have to pay as you have to be more careful and have this backup system.
Nurse: Yep.
Client: So there you go. And I don't take it off even in the shower.
Nurse: Yep. That, that's the benefit of it being waterproof, really.
Client: So there you go. So thank you very much for that.
Nurse: No worries. I'm glad I could help.
Client: Okay. Thank you very much. Bye.
Nurse: Bye.
Talking to Robyn
A client thanks Robyn for calling an ambulance, even when she wasn't sure she needed one.
Nurse: Good morning, Mrs *****. It’s Lisa from INS LifeGuard, do you need assistance?
Client: Good morning, Lisa. Last night I had a rather nasty attack of what I thought was food poisoning. And I spoke to a lady called Robyn, who was terrific and she said, “Look, I'm going to call an ambulance.” And I said, look, we've gone through; it's not a heart attack, and it's not a stroke and you know, whatever. I said, I think I'll be all right. She said, “No, I'll call an ambulance anyway.” I just wanted to thank Robyn and tell her that I do have an appointment with the doctor this afternoon. I think I've got myself covered, but I do appreciate her. She rang me about two in the morning. By that time I think I had dropped off into a sleep.
Nurse: Yeah. Look, I will definitely pass on your thanks to her.
Client: Much, Lisa, because I really appreciated it. I said more than anything, Robyn, I think I just need to talk to somebody because you know, it's pretty awful with you.
Nurse: Of course. Yeah. No, that's no problem at all. That's what we are here for and I will certainly let her know.
Client: Thanks Lisa, and you have a lovely weekend.
Nurse: You too. You take care.
Client: Bye-bye.
Nurse: Bye-bye.
I am very impressed with INS
A daughter explains why she trusts that someone always answers, day or night.
Client: But I must say to you, every time, you know, which is nearly every time I go to Mum's and I see one of the buttons flashing or whatever. You know, I phone up you guys, and even if I've had to phone you at 11 at night when you guys have phoned me and whatnot, I really got total confidence that you guys, that someone is at the other end whenever you need it, whether it's two in the morning or whatever. So I just want to pass back my feedback that I'm very, very impressed with INS. Nurse: No, I'm glad that we could help and give you that reassurance that we're always here.
Client: Mm. Yes. Well, thank you very much. I really appreciate it.
Nurse: No worries.
Yvonne thanks Bianca for the ambulance call
Yvonne calls to thank the nurse who sent an ambulance and contacted her daughter.
Nurse: Good morning, it's Lisa from INS. Are you alright there?
Client: I just wanted to thank you very much for looking after me on Friday.
Nurse: Oh, that's okay. You went to the hospital, didn't you?
Client: I just wanted to thank you so much, darling. You were so efficient, and everything went well, and the ambulance came, and my daughter came. And I just thought so often people phone you, but they might not think to phone you back and thank you.
Nurse: Oh, that's absolutely lovely. And I'll let Bianca, the nurse, know who called the ambulance for you. Now, are you wearing your pendant?
Client: Absolutely.
Nurse: Good. And don't you hesitate at all. If you need anything, you press that button, okay?
Client: Thank you so much.
Nurse: You are so welcome. You take care. Please rest up.
Client: Okay, darling.
Nurse: Thank you. Bye bye.
I know who to refer other people to now
A family shares how reassuring their mum's SmartTracker was while she was at home.
Nurse: Hello, it's Ben from INS LifeGuard. How are you?
Client: Okay, thank you, Ben.
Nurse: I'm calling up about your mum's SmartTracker. I've received that back. I will close out her account for you.
Client: Fantastic. Thank you very much indeed. And it was really reassuring for us for her to have that while she was home. So thank you.
Nurse: No worries. I'm glad we could help and provide that bit of comfort for you.
Client: Beautiful. And I know who to refer other people to now, which is great.
Nurse: We're always here and always happy to help.
Client: Great. Thank you very much. Thanks for your call, and I'm so pleased you've received it. Thank you.
Nurse: No worries. Thank you.
Client: Okay, bye.
Nurse: Bye.
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.<br>
— Barbara
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!
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.
Still Have Questions?
Our friendly team is here to help.
Whether you’re a resident, family member, village manager, or care provider, we’ll walk you through your options and help you find the right safety solution for your retirement community.
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.
What interconnected smoke alarm rules mean for your home, including Queensland's 2027 deadline, and how a monitored smoke detector adds 24/7 protection.
Already have a personal alarm? INS LifeGuard can monitor most alarms, including other providers', with 24/7 nurse-led support. Check if yours can connect.
What interconnected smoke alarm rules mean for your home, including Queensland's 2027 deadline, and how a monitored smoke detector adds 24/7 protection.
Already have a personal alarm? INS LifeGuard can monitor most alarms, including other providers', with 24/7 nurse-led support. Check if yours can connect.
