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4 Living Well
|
Simi Valley Hospital
Safe
at home
LIFELINE PROGRAM PROVIDES A CONSTANT CONNECTION TO EMERGENCY SERVICES
Could you or a loved one benefit from the Lifeline Program? Call
805-955-6954
or go to
SimiValleyHospital.comand click on “Lifeline Program” at the bottom left of the page.
EVERY TIME
Don Novell sits down to talk with some-
one about Simi Valley Hospital’s Lifeline Emergency
Response Program, his focus is on building trust and confi-
dence. Novell manages the Lifeline service, which provides
24/7 response and support whenever a program member
has an emergency medical issue at home.
“Lifeline is all about making it possible for people to
continue living safely in their own homes,” Novell said.
“Both the member and his or her loved ones have the
peace of mind of knowing that help is always available at a
moment’s notice.”
The personal touch
Unlike other programs, in-home, personal service is a
commitment Novell makes to every subscriber. This be-
gins with the initial contact, which in 70 percent of cases
comes from a family member.
“My first priority is to make sure Lifeline is a correct
fit for the potential client,” Novell said. “For instance, if
a person physically wouldn’t be able to push the call
button, an upgraded unit with an AutoAlert button might
be a better choice. On the opposite end of the spectrum,
if the subscriber is out of the home a lot, then our Lifeline
home unit might not be the best choice.”
Novell also personally installs the Lifeline equipment in
the subscriber’s home, makes sure he or she understands
how it works, and even takes the subscriber through a
simulation of how to use the equipment.
A reassuring friend
“Throughout the process, I strive to build trust and rapport
with every subscriber,” he said. “I want the person to feel
comfortable and confident in using this service.”
Novell said a recent experience illustrates why he makes
such effort to personalize the experience for every client.
“As I was leaving the home after doing an install, I over-
heard the daughter saying to her mother, ‘I am so excited
about this, and I’m so happy you’re going to have this kind
of protection.’ That’s exactly how we want our subscribers
and their loved ones to feel,” he said.
How Lifeline
works
1
. Lifeline program manager
Don Novell installs a communi-
cator in the subscriber’s home,
which works with an existing
telephone to provide direct,
two-way connection to Lifeline.
2
. Each subscriber has a choice
of two types of wearable help
buttons: one that straps around
the wrist like a watch or one
worn as a pendant around
the neck. There is also a third
type of device that works with
Lifeline’s AutoAlert option. This
device automatically places a
call for help if it detects a fall.
3
. When the subscriber pushes
the help button or AutoAlert
detects a fall, a live person in
the Lifeline Help Center speaks
to the subscriber through the
communicator attached to the
phone line, assesses the situa-
tion and sends the appropriate
help. If the subscriber is unable
to speak or is too far from
the communicator, the help
center associate automatically
sends someone to the home to
follow up.