TELUS LivingWell Companion Go User manual

10029355 Rev-A
Getting Started Guide
LivingWell Companion™Go

Table of contents
How does the service work? 4
What equipment is included? 6
What features are included? 7
Wearing your device 8
Charging your device 10
Testing your device 12
Turning your device on and off 13
Frequently asked questions 14
Getting support 21

4
LivingWell Companion Go is a
wearable personal safety device that
provides access to 24/7 emergency
support in case of a medical emergency.
To use:
How does the service work?
1. Press and hold the button.
2. Speak to a trained
operator.
3. Receive medical help.

5
Tips:
• Press and hold the button until you
hear a voice confirmation: “Calling
your response team now.”
• Always provide your location
if possible
• Position the microphone near your
mouth so that the operator can hear
you clearly.
• Accidental false alarm? No problem,
simply let the operator know you
are safe.
The trained operator will call your
emergency contacts and dispatch
an ambulance where needed.

6
What equipment is included?
Water-resistant
device
Lanyard,
belt clip and
protective cozy
Charging
cradle

7
What equipment is included? What features are included?
1 Capabilities are approximate and may not aways be possible.
Location
tracking1
Access to 24/7
support with
a press of the
button
Water-resistant so
you can wear it in
the shower, where
falls are common
Automatic fall
detection
Integrated speaker
to speak with
trained operators
Coverage across
Canada where
wireless coverage
is available

8
There are two ways to wear
your device:
Note: Only use the provided lanyard
which is designed for safety. The device
will not work if it is simply carried in your
pocket or purse.
Around your neck
with the lanyard
On your hip
with the belt clip
Wearing your device

9
Wear your device all day so you are
protected.
• The only time we recommend taking
your device off is when you are in bed,
so that you can charge the device.
• If you get out of bed in the middle of
the night, put your device back on
for protection.
• The device is water-resistant up to
1 metre so you can shower and
bathe with it safely.

10
Set up the charging stand on a table
near your bed so that you can easily
access the device when getting in and out
of bed. Make sure it is not plugged into an
outlet controlled by a light switch.
Charge your device every night
when you are sleeping for a minimum
of 4 hours to get a full battery.
• Place the device in the charging
station.
• You will hear an audio beep and see
a stable coloured light when it starts
to charge.
The colour of the light indicates battery level:
Charging your device

11
If there is no audio cue or light:
• Check if your device is properly
mounted.
• Check if your station is plugged into
an outlet.
Red:
0-10%
Yellow:
10-30%
Green:
30-100%

12
We recommend testing your device
once a month by pressing the button.
• If the call connects, kindly let the
operator know that it is a test call.
• If the call does not connect, call
1-888-505-8008 for support.
Testing your device

13
You are encouraged to leave the unit on at
all times, even while charging. However, fol-
low these instructions to turn the device on/
off for situations where transmitters are
not
permitted (e.g. on an airplane).
Turn on:
1. Press and hold the button until the
battery indicator flashes.
2. Listen for audio message: “Your
personal mobile responder is ready.”
Turn off:
1. Press the button twice, holding the
second press until prompted to press
the button a third time to confirm.
2. Press and hold the button for a forth
time until you hear the audio message:
“Powering off now, Goodbye.”
Turning your device on and off

14
How accurate is the location fix?
The GPS may not always properly de-
termine your exact location. Therefore,
always verbally provide your location
when possible.
Apartment buildings, parking garages, and
dense urban areas can make it difficult for
the technology to locate your location with
accuracy.
Can my family see my location?
No, your location can only be accessed by
our trained operators to use when contact-
ing an ambulance if you are unable to give
your location.
Can I use the device away from home?
Frequently asked questions

15
Yes, the LivingWell Companion Go device
can be used outside your home anywhere
in Canada where cellular coverage is
available.
How does automatic fall detection
work?
The automatic fall detection function
collects and analyzes data to predict
whether a fall has been triggered. Since a
fall can happen in many different ways, the
technology currently cannot identify all falls
with complete accuracy.
The fall detection function is meant to
provide additional safety for instances
where you may not be able to press the
button for help. If you do fall, do not wait
for the automatic call, always press

16
and hold the button for help when
possible.
If you encounter a false alarm from the
automatic fall detection, simply let the
operator know you are safe.
Can I wear the device in the shower
or bath?
Yes, the device is water-resistant up to
1 metre, so you can wear it safely while
showering or bathing. The device is not
water-proof so we recommend against
swimming with it and suggest drying it
from any excess water.
Can I cancel a call?
No, you won’t be able to cancel a call on

17
the device for safety reasons. Instead, sim-
ply tell the operator it is a false alarm and
you are safe.
Can I still use the device if it is
not fully charged?
Yes, you can still use the device if it is
partially charged. If there is a red light
you will want to charge the device soon.
A fully charged battery lasts up to 36
hours based on activity.
What do the audio prompts mean?
“A fall is detected. Calling your re-
sponse team now.”
If this is a real fall, stay on the line to get
connected with the operator for help.

18
If you don’t get connected after 30
seconds, press the button.
If this is a false alarm, kindly let the
operator know that it was a false alarm.
“Calling your response team now.”
You will be connected with the operator
shortly for help.
“Powering off now, goodbye.”
The device is out of battery. Charge your
device immediately.
“No cellular coverage. Your personal
responder cannot contact your
response team but will continue
to attempt a call.”
A fall has been detected but you are

beyond cellular range. If possible, try to
move into a stronger cellular range by
checking that the light at the top of the
device is flashing green or yellow. Then
attempt to press the button again.

20
What do the two flashing lights mean?
Cellular signal
strength to call
the operator.
Battery level of
device.
Cellular signal strength of your location
Green: Cellular signal is strong.
Yellow: Cellular signal is moderate.
Red: Cellular signal is low. Check
your home to familiarize yourself with
any coverage dead spots by looking
at the cellular strength indicator.