Get answers to your questions.

Is your question here? If not, call us on 0800 50 23 23.

Why should I choose a St John Medical Alarm over other providers?
  • Hato Hone St John is New Zealand's leading medical alarm provider and our alarms are the ones that doctors prefer to recommend.1
  • St John alarms connect directly to Hato Hone St John so that you can be sure that when your alarm is activated, the call comes straight to Hato Hone St John.
  • We offer a free, no obligation trial period
  • If you need assistance, Hato Hone St John organises the most appropriate help. This could be an ambulance, paramedic, another emergency service or expert advice.
  • Hato Hone St John has a range of alarms to suit your needs
  • Government funding may be available for some options due to our accredited supplier status
  • Ambulance costs for emergency transports are covered, even if the ambulance was summoned as a result of a 111 call rather than from the alarm and includes ambulance attendance to any location in NZ.
  • 9 out of 10 customers are likely to recommend a St John medical alarm to family and friends.2
  • By choosing a St John alarm you are also helping to support essential Hato Hone St John services.


1IMS GP Omnibus survey, 2017

2Kantar TNS, April - June 2018

What is the difference between an alarm vs a medical alarm?

In general, a medical alarm is a device that meets the standards for either a standard/home medical alarm or a mobile medical alarm. Historically, the term 'medical alarm' has been used to describe alarms like those provided in our 'Home' plan. Hato Hone St John has a range of alarms and medical alarms to suit your needs and connect directly to Hato Hone St John.

Our Home Alarm consists of a base unit that either connects to your home phone line or to the cellular (mobile) network, and a small pendant or wristband that you wear. During installation, it is tested to ensure robust operation in and around the home and for this reason it meets the medical alarm standards and can carry the name 'medical alarm'. In addition, due to our accredited supplier status to the Government, our Home Alarm may be funded for eligible people by the Government.

Devices like mobile alarms are stand-alone, wearable devices that work wherever there is cellular coverage. Because cellular coverage cannot be guaranteed in every room of every house, mobile alarms on their own do not meet the medical alarm standards in every situation. Our Mobile Alarms however can also be paired to our Home Alarm and in this configuration, they do meet the standards for mobile medical alarms.

How does a St John Alarm work in an emergency?

No matter the type of alarm, they all follow the same basic principles. If you need help, push the button on your alarm.

We'll call you back and talk to you through the alarm to confirm that you need help.
If you need help, we'll organise the most appropriate help for your situation and location, whether this be your home in the case of a Home Alarm or anywhere within cellular coverage in the case of a Mobile Alarm.

The most appropriate help for your situation could include an ambulance, a paramedic in an alternative vehicle, another emergency service or expert advice. Our expert advice is given by a specialist team of registered nurses and paramedics sitting in our Clinical Communications Centres whose job it is to carry out detailed clinical assessments over the phone. Where appropriate, we may also notify your preferred carer or a family member.

Can we buy a St John Alarm? How much does it cost?

You cannot purchase a St John Alarm.  We prefer to rent all our alarms to ensure that they are always maintained in peak working order.  This also ensures that upgrading of alarms occurs when needed and at no cost to you. 

Some people may qualify for medical alarm funding from Work and Income under the Disability Allowance. Funding stipulates that medical alarms must be rented, and the Government has negotiated a special rental rate for funded medical alarms on behalf of its clients’.  The way funding works is the Government pays the special rental fee into your account and you then pay it on to the accredited medical alarm supplier such as Hato Hone St John.  You can discuss funding options with St John or contact Work and Income for more information about your situation.

As there are different plans and funding arrangements available, we recommend that you contact us on 0800 50 23 23 to discuss the option that best suits your needs.

What is the free trial period all about?

A free trial period is offered to allow you to experience the benefits of a St John alarm before committing to any rental plan.

During the free trial period you'll receive the full benefits of the service including emergency ambulance services if needed, at no cost to you.

If you decide after the trial that the alarm is not right for you, we'll take it back, no questions asked, and you won't pay a cent.

The free trial terms and conditions can be found here.

Can I wear my St John Alarm in the shower?

Yes, you can. In fact, we insist that you wear your pendant, wristband or Mobile Alarm in the shower whenever possible to help reduce the risk of falls associated with slippery surfaces such as those found in the bathroom.

All of our alarms are designed to be worn in the shower and are IP67 rated - waterproof.

Will my St John Alarm still work if I go to the shops / outside of my house?

It depends on the type of alarm that you have.

If you have our Home Alarm, the pendant will generally operate 200-300 metres from the base unit, thereby providing coverage in and around the home and garden, including smaller lifestyle blocks. Coverage for these alarms is affected by buildings and structures which is why we test coverage every time we install an alarm.

If you choose the 'Mobile' or 'Home and Mobile' plans, your alarm will work away from home wherever there is mobile coverage.

How do I know if my St John Alarm is working?

St John alarms are designed to run self-check diagnostics every day to confirm correct operation. If there is a problem the alarm will alert you to this and will automatically notify Hato Hone St John also.

If your St John alarm is alerting you to a problem or if you have any concerns that your alarm is not working, please call our helpful Telecare team on 0800 50 23 23.

I’m a Health Professional – how do I refer my patients into St John Alarm ?

Contact your local St John healthcare Relationship Manager (HRM), call us on 0800 50 23 23 or fill in the referral form here.

Your local HRM can visit your organisation to demonstrate our St John alarm range and help you to decide the most effective way to refer your patients. There are a number of referral options and further information can be found here. If you're unsure who your local representative is, please call us on 0800 50 23 23.

What happens at a free no obligation in-home demonstration?

The St John representative will cover 4 key areas in an in-home demonstration:

1. How the alarm service works
2. How to call for help
3. Initiating the alarm for your free trial
4. Ongoing financial assistance if relevant

They may also offer the option to check your home to identify any fall hazards using a Home Safety Checklist developed by ACC and provide recommendations to help make your home a safer environment against falls.

Take action to arrange your in-home demonstration by clicking here.

How do I cancel if I no longer require my St John Alarm?

Contact our friendly medical alarm team on 0800 50 23 23 and they'll be more than happy to help you through the process.

What happens to my medical alarm if I am moving house or moving into a retirement village?

If you are relocating or moving into a retirement village, your St John medical alarm can move with you.  Just call us on 0800 50 23 23 and our team will ensure proper setup at your new home, between the hours of 8am – 17:30pm Monday to Friday.

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