An Important Notice from Philips Lifeline

We would like to inform you that Philips is closely monitoring the ongoing developments related to the Coronavirus (COVID-19) outbreak. We understand that you have questions about how we can support our subscribers during this challenging time. We want to assure you that there will be no interruption to our medical alert service: we will always be available 24 hours a day, 7 days a week.

We successfully implemented remote/work at home arrangements for our Trained Care Specialists and Customer Support Specialists maintaining our ability to quickly dispatch help to our subscribers.

We have established a dedicated task force that monitors and supports Philips’ operations daily and works with our customers to help ensure continued safe and timely support for their needs.

Philips has moved to 100% telephone guided installations (TSA) to comply with local and state requirements and to minimize potential spread to our at-risk populations.

We have implemented a broad range of precautionary measures and protocols based on recommendations from official health authorities, such as the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC) and International SOS. These include, but are not limited to travel restrictions, hygiene protocols and screening visitors.

Philips maintains a Business Continuity Management System and in the case of Philips Lifeline, includes building in call-center redundancy with three Response Centers: one in the Northeast, one in the Southwest and one in Montreal, Canada

Listed below are some of the key measures that we have in place as part of our Business Continuity Management System:

  • Our Business Continuity Management System is aligned with, and certified against the international standard for Business Continuity ISO 22301:2012
  • Defined processes to systematically identify, analyze and evaluate the risk of disruptive incidents to the organization and the impact on the delivery of products, services and solutions to customers;
  • An appropriate business continuity strategy for protecting prioritized activities; stabilizing, continuing, resuming and recovering delivery of products, services and solutions towards our customers; and mitigating, responding to and managing impacts;
  • Documented plans that detail how to manage disruptive incidents and how to maintain the availability of key products, services and solutions to our customers;
  • An organizational structure with clear communication channels to provide timely updates on the evolving nature and extent of the disruption to relevant stakeholders;
  • Procedures to periodically test and exercise our business continuity arrangements to ensure that they are adequate and effective.

At Philips Lifeline, we take our responsibility of providing seniors 24/7 access to help very seriously.

Together, we’ll get through this.