User Stories: Medical

Unable to reach their phone, the user activated their Peoplesafe alarm after experiencing severe chest pain, cold sweats and vomiting. As soon as the alarm connected, the Alarm Controller confirmed the user’s location and contacted emergency services, relaying information from the user and passing over critical information from the user’s Nexus profile.

While still on the line, the user stopped responding, and the audio connection cut out. Recognising the urgency, the controller followed the escalation plan, contacting the user’s manager while continuing to liaise with 999 for updates.

Ambulance crews were immediately dispatched to the user’s exact location and found him inside his van shortly after arriving on scene. Once it was confirmed that the user was safe and receiving treatment from paramedics, the controller closed the alarm.

A fall detection alarm was automatically triggered when a user collapsed due to a sudden drop in blood sugar. The employee, who has Type 1 diabetes, had become faint and lost balance, falling to the floor and experiencing difficulty breathing.

Upon receiving the alarm, the Peoplesafe Alarm Controller opened a two-way audio channel and carefully listened to ensure nothing untoward could be heard. During this time, the controller reviewed the user’s medical information via their Nexus profile to fully understand the situation.

Once confirming it was safe to do so, the controller spoke through the device, which was picked up by a colleague, who was already on the phone with the ambulance service.

As an ambulance was already on the way, the ARC controller remained on the line, monitoring the situation and supporting the colleague until the ambulance arrived, and they confirmed they were happy for the alarm to be closed.

A delivery driver was sitting in his van when he began feeling very dizzy and started to experience shortness of breath. The user was unable to reach his phone, so he activated his alarm and informed the Alarm Controller of how he was feeling. The Controller then contacted the emergency services for the user and passed over the information, including details of the driver’s location and medical information from his Nexus profile.

While waiting for the ambulance to arrive, the user started to feel even more unwell. The ARC Controller stayed on the line to keep the user alert and reassured; meanwhile, another team member contacted the user’s manager to inform them of the situation. The Controller remained on the line with the user until paramedics arrived and provided medical assistance. The user was experiencing a heart attack and, without being able to call for help easily, would not have survived. 

An elderly user was walking down the top of his stairs at home when he fell and was unable to get up. The user was home alone and required emergency assistance, so he raised an SOS alarm to the Peoplesafe ARC.

The Alarm Controller was able to see the user’s pre-uploaded medical information upon receiving the alarm, so was aware that they were elderly and hard of hearing. The user was able to explain that they had fallen and needed help, so the Controller contacted the emergency services, passing over extra details such as the user’s GPS location and relevant medical information.

Once the ambulance was on its way, the Controller contacted the user’s escalation contacts and informed them of the situation and that an ambulance was on its way. The Controller remained on the line with the user until the ambulance arrived and updated their escalation contact at every step of the way. The ambulance arrived within 10 minutes and the alarm was closed.

A warehouse operative raised an alarm as they had recently had an asthma attack and were still feeling very unwell. The Alarm Controller was able to see the user’s medical information on their Nexus profile and advised that they sit down with their inhaler. The controller then asked the user questions to assess the situation and determine if emergency help was required.

The user confirmed that they did not require an ambulance, so the Controller followed their escalation procedure and contacted a manager, who was able to attend the user’s location to provide in-person support. Once the manager had arrived the user confirmed they were happy for the alarm to be closed. Before ending the call, the Controller reminded the user to reactivate their device if their condition worsened.