Keywords and useful terms

Telecare

Telecare is a personal alarm system that enables a person to be linked to help and support whenever and where ever they need it – 24 hours a day 7 days a week.

To access the help, all the person has to do is push a button which could be in the form of a necklace, wristband or an SOS button on a phone.

This will connect them to our trained, dedicated telecare team who can assess the situation, putting the person in contact with the right support for them. An alert will automatically be sent to pre-authorised contacts such as a family member or carer via an email or text message (optional).

Telehealth

Telehealth enables a person to monitor their health in the comfort of their own home. Our specific Telehealth equipment allows a person to perform simple health checks such as blood glucose, blood pressure and weight without even having to leave the house.

This information is linked to trained health professionals. If there are any abnormalities or concerns, they will take necessary action.

Assistive or Independent Living Technology

Technological products ‘gadgets’ that are designed to help you carry out everyday tasks to support your independence, safety, keeping you connected at home.

SMARTcare

The Amano Connect branded name for our range of independent living products (gadgets) that are easy to use in assisting you to live independently in your own home.

Remote Monitoring

A non-intrusive way of checking up on a person from a distance – No cameras just informative data; Movement, temperature, door closure and visitors.

Web Accessibility

Adjustments that allow you to change the settings of a website page, for people with visual or hearing impairments.

Telecare

What is Telecare?

Telecare is a personal alarm system that enables a person to be linked to help and support whenever and where ever they need it – 24 hours a day 7 days a week.

To access the help, all the person has to do is push a button which could be in the form of a necklace, wristband or an SOS button on a phone.

This will connect them to our trained, dedicated telecare team who can assess the situation, putting the person in contact with the right support for them. An alert will automatically be sent to pre-authorised contacts such as a family member or carer via an email or text message (optional).

Where can I purchase Telecare?

Telecare is available to purchase from Amano Connect either on our website at www.amanoconnect.com/shop or over the phone on 01822 600060.

Do I need a separate product in order to have the Telecare support service?

Yes, you will need to have a product that is Telecare enabled. The Telecare enabled devices have a distinctive button which links to the Amano Connect Telecare service.

What benefits will Telecare provide to me or my family member?

You or your loved one has access to 24/7 help whenever and where ever it is needed.

Your family and friends will be reassured knowing that you have access to this help and that they will be informed if the button is pushed (optional).

Is my personal information held securely?

Yes. Our website is SSL security approved. Any paperwork with your details are kept confidential, only visible to the Amano Connect Telecare team. We follow the guidance of the Data Protection Act 1998.

How do I know which Telecare I need?

At the end of the day it is down to you which Telecare service provider you go with.

Amano Connect is a trusted, quality assured company with your best interests at heart.

Our Telecare service is affordable. We match you with the product best suited to your need.

Products and Services

I don’t know what product I need, what would you recommend I do?

If after looking at our SMARTcare you still don’t know what you need, use our online guidance which will help you to find the best product options based around your requirements.

Alternatively, you can contact us directly or chat to us online using the orange chat box in the lower right side of your screen.

My family member is not Tech savvy, would this be a problem?

No, we take into consideration that a lot of our customers won’t be. We have selected products designed for their simplicity and ease of use.

We do provide an optional add on service called ‘product training’ designed to help you or your family member with using your product purchase. We want you to feel confident and comfortable with the product.

*This add on service is only available for certain products and is charged at an extra cost.

What quality standards does your company work to?

Amano Connect is a member of the TSA (Telecare Service Association) and is an approved member of the Support with Confidence Scheme. As a company, we are ISO 9001:2008 certified, this is an assurance of quality for our customers.

Follow this link to read more about these accreditations and awards page.

VAT (Value Added Tax)

Do I qualify for VAT relief?

If you have a disability, you may be eligible for a VAT relief. This means you do not have to pay value added tax on your purchase with us.

Follow this link to the GOV.UK website for more information about VAT relief and whether you qualify.

Are your products VAT exempt?

No. Our product prices include VAT. However, you can state that you are eligible for VAT relief at the checkout.

*Warning: There are penalties for making false declarations.

I am eligible for VAT relief, how do I go about this when making a purchase?

When you go to the checkout, you can put in whether you are eligible for VAT relief. Your name and disability will be required.

*Warning: There are penalties for making false declarations.

If I am buying on behalf of a family member, do I use my name or their name for VAT relief purposes?

When purchasing a product, use your own details unless you are purchasing anything with Telecare.

There is a VAT exemption box at the checkout you must state the reason for VAT exemption (their disability) and their name.

*Warning: There are penalties for making false declarations.

Installation

How do I know if I need installation?

Any products that require installation will have an option to add installation to your shopping cart.

If the product requires installation, this will also be stated in the ‘additional information’ section on the product page and the type of installation that is required.

What is the difference between a light and a complete installation?

Light installation is an installation service we provide that is carried out by one of our Amano Connect installers. The installation will take around 30 minutes. This half hour will also include the installation and a quick overview about the product.

Complete installation is an installation service we provide that is carried out by one of our qualified installers. The installation will take around 60 minutes. This hour will also include product familiarisation which is an Introduction and instruction on using your product.

Head to our installation page to find out more information.

Can I install the products myself?

We would recommend that if a complete installation is required, it is carried out by Amano Connect. However, you may choose to go to another supplier for installation.

For products that require a light installation, we recommend that you use Amano Connect, however if you feel confident you or your family member may wish to install the product yourself.

*Please refer to the terms & conditions

Who will provide the Installation?

Our installations are carried out by qualified, DBS checked installers. We work very closely with our installers to ensure that they provide our customers with a high quality service.

I am buying a product for a family member, do I need to be present when you come and install the product?

This is dependent on the circumstances. We recommend you be available at the time of installation if your relative is vulnerable in any way. This is just to give you and them peace of mind and make them feel comfortable.

How is a booking made for installation?

We will contact one of our installers on your behalf who will then arrange with you directly a suitable time and date to carry out the installation. The date and time will be down to your convenience.

Account and Checkout

What methods of payment can I use?

The type of payments we accept are; PayPal, Visa, Visa Debit, Visa Electron, MasterCard, Maestro, American Express and Direct Debit.

Online Help and Support

Is there any help available online?

Yes, if you select the orange box on the bottom right of your screen – Provide your name, email address and message (or a phone number if this is a better option for you). Someone will be the other end ready to help with your enquiry.

If you have any urgent queries or need help, email us at info@amanoconnect.com and we will get back to you as soon as possible.

When is the online help available?

Between our opening hours – 9am till 5pm Monday to Friday.

If you need help outside of these hours, all you have to do is provide your name, your email (or sign in with your social media account) and the message you would like to leave. Someone will get back to you as soon as possible.

All of this information can be found on our contact us page.

Feedback and Complaints

Where do I comment or give feedback?

If you would like to comment about a specific product, please find the product page and type your comment/feedback in the review section at the bottom next to the products description.

Alternatively, you can email our team at info@amanoconnect.com where we will be happy to receive any feedback or comments you may have.

How do I make a complaint?

If you would like to make a complaint about a product or service, please call us directly on 01822 60 00 60 or email us at info@amanoconnect.com where someone will get back to you as soon as possible.

Our complaints procedure can be found here.

Can I make a new product or service suggestion?

Yes. If there is a new product you have seen which you would like to tell us about or if you feel there is no product that matches your need, please do contact us as we are very open to suggestions.

Can I complain or give feedback on behalf of another person?

Yes this is completely fine. As long as you state that you are making a complaint or providing feedback for another person.

Newsletter

Can I contribute to your newsletter?

Yes. We welcome anyone who would like to contribute to the newsletter – If you have any stories about your experience of living independently, living with an illness, products you have purchased and would like to tell us about and how it has improved your independence at home.

Can I add other people to your newsletter subscription?

Yes. As long as you have their permission and feel that the information would be of interest, you are welcome to add them to the subscriber list.

Is your newsletter free or will I have to pay?

It is Free! You pay absolutely nothing.

Can I unsubscribe from your newsletter?

Yes. You can unsubscribe at any point if you feel you no longer want to be sent the information.

If you wish to unsubscribe from our newsletter list, please select the unsubscribe link which is located at the bottom of one of our newsletter.