FAQ

How is the system set up in my home?

Your friendly technician will install one central hub and then additional sensors on each of the main entries and exits, fridges and rooms of your house. The hub will be set up in a common easy-to-reach place, away from the paws of pets or hands of small children, but still easily accessible to you. The sensors are placed about 1.8 metres high on your walls or corners of rooms. The sensors will be set to cover all main areas of movement.

How does it work?

Our advanced sensors are built on artificial intelligence that gets to know your average routine in about four weeks from installation. The Intelligent Home will provide valuable insights to your carer or loved ones via the HomeStay Assist smart app.

Are there additional services I can add to my Intelligent Home?

Yes. We are always upgrading the system with the best technology. Contact the HomeStay team for more information.

Does the Intelligent Home work if I have a pet?

Yes. Upon set-up, our advanced sensors can be configured to not detect any movement from domestic pets. Your technician will set this up at installation and test this for you.

Are there any cameras or speakers in the sensors?

No. The Intelligent Home uses infrared motion sensors to detect activity. There are no cameras or audio recordings.

What happens if the system stops working?

Contact HomeStay direct via www.homestay.care and we’ll assist you immediately via telephone or send out a home visit technician if required. 

Alerts and emergencies

What happens in the case of alerts and emergencies?

In case of alerts and emergencies, the HomeStay Assist call centre is available and on call 24 hours a day, 7 days a week.

What alerts go to my carers or loved ones?

Simple but valuable alerts are based on unusual activity in the home. This will include excessive or less sleep than usual, changed bathroom patterns (a lot more or a lot less are both indicators of medical issues), a potential fall, no movement in the home, anything outside of the normal routine and being away from the home. 

Who is the first point of call in case of emergency?

When you register, we’ll customise how you would like your system to work. There are three options for you in the case of an emergency. These relate to who HomeStay Assist will contact on your behalf. They are:

  1. Call nominated person first (your loved one, carer or neighbour) who may be able to assist. This nominated person will then advise if they can assist or if medical assistance should be sent. In the event of no response from the nominated person, medical assistance will be sent.
  2. Call medical assistance immediately (an ambulance) and then notify the nominated person/s.
  3. Call medical assistance (an ambulance).

Our HomeStay assist team have a response time of under 10 seconds to connect to you, the resident, when an emergency button has been pressed.

*Upon set-up, we recommend you save the ‘HomeStay Assist’ number in your phone so you know exactly who is calling in case of an emergency. 

What happens if there is an emergency or you have a fall?

There are three ways the Intelligent Home will connect to the 24/7 HomeStay Assist call centre.

  1. When you press the pendant, this will connect via the hub to the call centre. The call centre will then connect to you to ask if you need assistance. If you do, or if there is no response, medical assistance will be sent immediately.
  2. When you press the emergency call button on the hub, this will connect to the call centre. The call centre will then connect to you to ask if you are OK. If you are not OK or if there is no response, medical assistance will be sent immediately.
  3. If the Intelligent Home detects that you need assistance, it will alert the HomeStay Assist call centre who will then call you to see if you are OK. Normal movement, followed suddenly by no movement, outside of the normal routine, will indicate a possible fall – and trigger a call to you.

The HomeStay Connect app

What type of smartphone is needed to connect to the Intelligent Home?

Your carer or loved one will need an iPhone (with iOS 10+) or an Android smartphone (with Android 6+).

How do you download the HomeStay Connect app?

Our customer service team will send your carer or loved ones their own unique access details to connect to the Intelligent Home through our HomeStay Connect app, which can be downloaded easily (and set up) with a valid email address that you’ve registered with us.

Once you or your carer or loved ones have got the app, you should all ensure your smartphone push notifications settings are turned on. This is so you can receive emergency notifications, which will also be sent via text and email.

I am a carer, friend or family member with the app. How do I see if the resident is OK?

Information is presented in the app with easy-to-read dashboards and can be compared on a weekly and monthly basis to detect major changes or deterioration in health. There are many valuable insights on the app including information on daily movement around the home, leaving the house and getting home, average sleep times, and the use of meal areas such as the fridge or a dedicated eating area.

What if I accidently delete the app?

Simply download it again from the app store and use your same logon details. Your account will still be connected to the Intelligent Home.

INSIGHTS AND DASHBOARDS

How will the HomeStay Connect app help me with looking after my loved one?

By giving you information on major changes or deterioration in the health of your loved one, HomeStay Connect is invaluable to you in assisting to make decisions if needed on changing care arrangements, and getting social assistance or medical help with interventions.

What happens if I go on holidays or leave the home for an extended time?

Intelligent Home is smart enough to know when you are out of your home and will acknowledge this with you.

Can more than one person in my care network be connected to the app at one time?

Yes! If you have multiple loved ones, carers and/or a home care provider, they can all use the app, and at the same time. They’ll benefit with the peace of mind of knowing you are OK. Each person can be given their own access details for downloading the app with ease.

PRIVACY

What about the privacy of my details?

We only use personal information about you or your carer/loved one to link you with your connection to your Intelligent Home. This includes information required for the HomeStay Assist call centre. All information is kept secured and only shared with emergency services with your consent.

The data captured within the Intelligent Home products and application is treated in accordance with HomeStay’s Terms of Service and Privacy Policy

INTERNET AND POWER

Do I need the internet for the Intelligent Home?

No. The Intelligent Home has its own 3G connection built inside the hub.

Do I need batteries for the sensors?

When the Intelligent Home is installed, your technician will make sure there are new batteries in all the sensors. Each sensor requires one CR123A lithium battery. These batteries will last between 12 and 24 months, depending on how much work the system does to capture sensor movement.

Do I need to change the batteries when they are low?

Yes. The HomeStay Connect app will send you a ‘low battery alert’ when a battery is low, as well as show you battery levels at all times for each sensor.

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