How does it work?
Help at Hand is a mobile care service that you connect to with a specially designed handset. Built-in GPS technology, safe zones and a fall detector are some of the service features that mean the specialist support centre can get you the help you need wherever you are.
The Help at Hand service is a combination of three things working together:
1. Help at Hand handset
A specially designed handset that is discreet and easy to carry, that connects you, or the people you care for, to a support centre from anywhere in the UK (with O2 mobile network coverage).
2. Secure Help at Hand website
A secure Help at Hand website which allows a user's profile to be efficiently set up and managed. Personalising the service based on individual care needs and detailing how to respond when help is needed.
3. Support Centre
A UK-based specialist Support Centre available 24 hours a day, 7 days a week, 365 days a year.
How location works
1. How does location work on Help at Hand?
Help at Hand uses a combination of GPS (Global Positioning System) information, and readings from the mobile network. GPS provides an accuracy of 25-50 metres, but it's only available when your handset is outdoors, or near a window. Readings from the mobile network are always available provided your handset is switched on, but are not as accurate.
2. What happens if I'm indoors and GPS is not available? Does it mean you can't find me?
Because O2 is one of the UK's largest mobile networks, for the times when you are indoors and don't have a GPS reading we are able to look at where your handset is in relation to nearby mobile masts. This is the technology that UK emergency services use to find mobile handsets.
Looking at the mobile network is not as accurate (between 500 metres and 6 kilometres) but works as a fall-back for the times when the handset is indoors and can't get a reading. That means that even when we don't have an accurate position, we can still see the general area the handset is in and get help to you.
3. What happens when I call for help?
Your handset will send this information to the specialist support centre:
- Sends your alarm data (including your details that you've shared with us)
- Passes your location data (from GPS and mobile network)
- Raises a call (to the Support Centre)
So that when your call comes through, our support centre team have everything they need to get help to you.
4. What happens if you can't get an accurate location?
Sometimes, particularly in rural areas where mobile masts are very far apart, looking up a location on the mobile network will only give a broad area. When that happens, we can:
- Look at older GPS readings to give a route you may have been on.
- Look at your home location and see if it falls in that area.
- Speak to you directly on your handset.
- Speak to your helpers, those people you have chosen to help you when you need it.