Cestria Care Frequently Asked Questions
Q Does the system still work if there is a power cut?
A If there is a power failure your alarm unit will work for several hours, it will also alert our control centre. If a power cut affects our control centre your call will be answered by our support company Tunstall Telecom who will if necessary contact a support worker.
Q What if I need help?
A All staff carry identification cards which you should ask to see before allowing access to your property. If you are unwell and unable to open the door we will contact your keyholder or in extreme cases we could force entry with the permission of either yourself of your family.
Q What happens if my BT line is not working?
A Your alarm system will not work. The control centre will be unaware of the problem but your unit will alert you to the problem. The red button will start flashing and your unit will start beeping. If this happens you will need to contact us or your family as your telephone line will need to be tested. If a fault is found we will provide a mobile telephone for the duration that your own telephone is unavailable.
Q Will you get my prescription?
A Unless marked as urgent we would arrange with a local pharmacist to collect your prescription from either your surgery or from your property.
Q What if I accidently set off the alarm?
A Don’t worry – this happens quite frequently. Just wait for the operator to speak and say it was a mistake. The operator will then cancel the call.
Q What happens if when I call I am in a another room?
A If the controller is unable to hear you we will telephone you, if there is no answer a support worker will visit. If we cant gain access your keyholder will be contacted.
Q Can I request a same sex interview?
A Yes, you can request a same sex interview during office hours however our emergency response provision is an on call rota system and consists of both male and female members of staff therefore an emergency call could be responded to by a male or female.
Any further questions?
Our staff will be only to pleased to answer any questions about our service.
Please contact us on 0191 385 1986 or alternatively press the red button on your unit or pendant.