Code of Ethics in the Medical Alert Industry

Code of Ethics in the Medical Alert Industry

time icon 5 min read update icon Sept. 17, 2019


Medical alert systems were developed to protect loved ones during an emergency. Security and privacy of customer information is a topic that is rarely discussed, however, that aspect of protection is equally as important.


When seniors opt to use medical alerts, they place themselves in a vulnerable position by disclosing their medical history and contact information to the medical alert company. Each senior should be reassured that their private information will be handled with the utmost care and professionalism. Unfortunately, many customers are not aware of the code of ethics and privacy policies companies should abide by. 

When standards and ethics are not upheld, seniors are more prone to becoming victims of stolen identities, and may also become the victims of con artists and scammers who would go to great lengths to take advantage of seniors and their hard-earned money.

Finding a Reputable Medical Alert Company

1. Protected privacy

The medical alert company you choose should have a privacy policy that clearly states the company’s duty and approach when collecting and using seniors’ personal information. Customers tend to overlook these policies, even though they provide valuable information, such as what information is required to be shared. In many instances, companies also collect other data, such as customer demographics, gender, age and race. 

Seniors should take extra measures to ensure that the sensitive information provided, such as credit card details and names and addresses, are protected by encryption. Seniors should be assured that the company does not sell data to third-party companies. If possible, it may be wise to have an attorney look over the policy and give their opinion of its safety.  

2. No pressure sales

Medical alert companies should not be in the business of cold calling non-customers for the sole purpose of obtaining a sale. Also, it should not be common practice for companies to purchase customer lists from third-party companies or contract with third-party cold-calling call centers for sales purposes. Companies should uphold a zero tolerance for high-pressure sales. If a customer calls in to inquire or get additional information, but find that they need more time to make a decision or are not interested in the product, the representative should not pressure the senior to change their mind. 

Customers should be given the respect and time needed to make a decision of their own accord. They should also feel liberated to ask as many questions as they need. Customers should never feel as though they are being rushed when making decisions. 

Representatives should also go above and beyond to provide additional information on products and services based on each customer’s specific needs. Representatives should also maintain integrity, and abstain from suggesting non-essential purchases.

3. Knowledgeable and Helpful Professionals

Medical alert companies should make certain that customer satisfaction is their number one priority. Medical alert companies should employ representatives who are courteous, helpful and prompt. The representatives should be trained to listen carefully to each customer’s concerns and provide exceptional service, ensuring the highest level of satisfaction. 

Additionally, to ensure privacy, each representative should undergo an extensive background check. They should also participate in rigorous technical training, ensuring that they can confidently answer questions about the product. Also, as a condition of employment, employees should be required to indicate in writing that they will abide by the company’s code of ethics. Should an employee violate the company’s code of ethics, they should be immediately subject to termination.

4. Transparency

Medical alert companies should make public all information regarding pricing for their products and services. Business and customer-related policies should also be readily available to customers, as well. In addition, customer feedback should be encouraged and customer complaints should never be dismissed or disregarded. 

Customers should be provided information on products and services based on their particular needs. Additionally, non-essential purchases should never be pushed. Overall, a medical alert company that is transparent promotes greater trust between the senior and the company, resulting in success for all parties. 

5. The customer is the priority

The customer should always feel as though they are a priority when doing business with a medical alert company. Customer satisfaction should be one of the company’s main concerns. Making the decision to invest in a medical alert system can be stressful. Empathy and concern should be exhibited by the company you choose. This can be done by showing seniors that their suggestions, needs and opinions are heard. Representatives should also be trained to communicate in a way that reduces anger and tension if the senior is not happy with the product or services.  


When shopping around for a medical alert company, the senior should be sure to find one that is pro-consumer. The company should refrain from cold calling prospective customers, and should not participate in high-pressure sales pitches. The medical alert company should employ knowledgeable, courteous and professional representatives who can confidently answer all questions related to the company’s products and services. 

If a senior is not satisfied with a product or service, they should feel empowered to make their grievances known. All services and policies should be designed to protect customers while serving their needs. Medical alert customers, many of whom are aging adults, should be valued, and each company should be devoted to ensuring their well-being and satisfaction. Be sure to read customer reviews, it’s a great place to start.

T. Mashae Pearson - Senior Advisor

Shae is senior researcher with Grandfolk® providing in-depth product and service reviews to empower senior buying decisions.