Code of Conduct & FAQs

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Code of Conduct & FAQs

Consumer Guidance

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The Code of Conduct is not intended to, and does not convey legal or medical advice. Users of the Code of Conduct should consult their own legal counsel or medical advisor.

MedicAlert Foundation is a global network of nonprofit charitable organisations providing services worldwide.

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Code of Conduct

Consumer Guidance

About Emergency Medical Information and Identification Service Organisations

MedicAlert Foundation's Code of Conduct reflects the values and standards we live by worldwide. While intended as consumer guidance for those evaluating the purchase of a medical ID or emergency medical information service, it also serves as guidance for organisations that offer those products and services.

Across the globe, there are thousands of entities providing emergency medical information and identification services (medical ID). These offerings range from wallet cards and pre-engraved jewelry to personal push-button alarm services and personal health records (PHRs). MedicAlert Foundation is the only nonprofit medical ID services organisation employing highly skilled medical response personnel to securely communicate your personal health information to first responders and hospitals in an emergency.

How do I know what to look for in an ID?

Choosing the right medical ID or emergency information service has become increasingly difficult with so many more options available. Some of the products and services in the marketplace are designed to promote the public's best interest, but many fall short.

Furthermore, medical ID businesses are not subject to the same public or private oversight that other health or medical organisations are. The lack of definitive minimum standards ultimately puts you at risk of not being assisted as expected in the event of a medical emergency. In the absence of such standards, this Code of Conduct is designed to help you to decide which medical ID and which medical ID provider is best for you.

Please consider the following five-point checklist to ensure you are making an informed choice of medical ID and/or emergency information services. This checklist, coupled with the nature of your specific condition and needs, will provide an understanding of how to safely determine what level of service would be best suited for you.

1. Protections for your personal health information

Organisations offering services to store your personal or medical information – often called a personal health record or PHR – should have policies and procedures in place to maintain the confidentiality and security of your confidential information. The policies should be clear and understandable and should include provisions for:

a) Safeguarding the confidentiality of your personal and medical information as well as information technology practices and disaster recovery systems that meet or exceed applicable laws and regulations.

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b) Informed consent so that you know exactly how and under what circumstances your confidential information will be disclosed.

c) Equally strong protection of your emergency contact and financial information. d) An ongoing compliance function to ensure that the organisation’s privacy and confidentiality policies are enforced and up-to-date. This compliance function should be adequately funded, staffed, trained, and given direct and open access to the organisation’s leadership.

e) The right to maintain privacy on a medical ID by providing alternatives for

engraving certain conditions or even limiting engraving to directions of who to call

in an emergency.

f) Written notification to you in the event of an unauthorised release or disclosure of your confidential information.

g) Protecting privacy and security of your personal information at every stage of development of products and services.

h) Providing you reasonable access to your stored personal data

i) A records audit process that tracks or provides an “audit trail” of all disclosures of personal health information.

2. High standards for engraving medical ID products

All organisations offering engraved medical ID jewelry or devices should ensure these products can be appropriately understood and identified in the event of a medical emergency. Medical ID companies should have:

a) Engraving which is legible and of high quality

b) Engraving standards that delineate the hierarchy or priority of medical information included and adheres to medical terminology standards.

c) Medical terminology standards for engraving that require the use of terms and abbreviations accepted by the national standard setting organisation in your

country.

d) Medication standards covering use of generic and/or brand name medications.

3. Safe and effective medical ID jewelry and products

All organisations offering jewelry or similar ID products (e.g., bracelets, dog tags, shoe tags, etc.) should have policies to ensure the safety and functionality of the product, including: a) A commitment to follow national product safety guidelines such as those

promulgated by the ACCC or similar standard setting bodies in other countries. b) A commitment to ensure ongoing product testing for lead or other toxic materials comply with all consumer protection requirements.

c) A commitment to sell products that are safe for children and other vulnerable populations (e.g. does not pose a choking hazard for children).

d) A commitment to sell or provide only medical ID product designs and emblems easily recognized by first responders and others in the medical field.

e) A commitment to institute active, nationwide programs to inform first responders and other emergency medical personnel so that their products and services will be universally recognized by first responders in the field during an emergency.

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4. No-fail emergency response services

All organisations offering emergency response services that communicate with first responders or hospital emergency departments about your vital medical information, including emergency contacts and family notification services, should have policies and procedures designed to ensure:

a) The emergency services are available 24 hours a day, 7 days a week, and if live call center services are being provided, the emergency response service center is adequately staffed with trained operators. In addition, if an automated computerised response system is being provided, be sure to understand the nature and extent of the information about you that will be communicated and that there is sufficient capacity and functionality to handle multiple inquiries simultaneously from emergency responders.

b) Personal health information will be provided only to authorised first responders and medical personnel at a time of need and that a process exists to identify/verify that the first responder or hospital accessing the emergency record is authorised. c) A record or an audit trail is maintained of when your information disclosed to first responders or other authorised persons; who has accessed what information, when and for what purpose.

d) Health records provided are “date stamped” for last date of validation or review to enable emergency responders to assess the integrity and currency of the

information.

e) At least one channel, but preferably multiple channels, for communication with emergency responders is available (i.e., telephone, secure fax, and/or secure web access etc.).

f) Consumers are informed prior to purchase whether emergency response services are rendered by a “live” call center or an automated electronic system.

g) Family notification services (if offered) are performed on a timely basis with established protocols on the nature of information that is communicated and the method used to communicate that information to designated contacts.

h) The availability of language translation services to address languages not common to country of origin.

5. Better standards of business

In addition to the usual standard better business practices, all organisations should have policies and procedures designed to:

a) Ensure consumers, their families, and emergency callers are treated with dignity

and respect.

b) Provide emergency information to authorised emergency responders regardless of consumer’s payment status for the service at the time of an emergency.

c) Address consumer complaints with a clearly established and articulated complaint

process.

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Frequently

Asked Questions

Consumer Guidance

About Emergency Medical Information and Identification Service Organisations

We understand finding the right medical ID can be a difficult task. That’s why we're here to help.

Over 50 years ago our founder, Dr. Marion Collins, invented medical ID services. Since 1956, our mission has been to assist people in the event of a medical emergency by providing lifesaving medical ID products and comprehensive live 24/7 emergency information services. We are dedicated to ensuring your health, wellness, and safety, and hope the following Frequently Asked Questions (FAQs) help you make an informed decision about the kinds of products and services best suited to you.

If you don't find what you are looking for among our FAQs, please contact us online at www.medicalert.org.au (in Australia) or call to speak to one of our highly trained staff. (See end of this document for a list of Membership Services phone numbers worldwide).

What is a medical ID and what is an emergency medical information service?

A medical ID can take a variety of forms, including bracelets, necklaces, dog tags, shoe tags, sports bands, or watches. A medical ID typically displays critical information about the wearer's medical conditions, allergies, medical devices, or medications.

MedicAlert Foundation's medical IDs are automatically supported by an emergency medical information service that first responders can communicate with in the event of an emergency to obtain more information about the medical ID wearer's medical conditions, medications, allergies, medical devices history, concerns, and preferences. If desired, the emergency medical information service may also provide access to medical registries, communicate Advance Directives / ‘Living Wills’, and notify the wearer's family or caregivers and deliver GPS/location services (service not available in all affiliate countries).

What are the different offerings of products and/or services out in the marketplace?

The market is constantly evolving but services generally include:

• Medical Information Record or Personal Health Record: A physical or electronic

digital record containing your personal health information.

Limitation/Caution: Be sure to ask how the confidentiality of your personal information is protected and under what circumstances, if any, it will be

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to be made available in the event of an emergency, this record needs to be

combined with a mechanism to make it available to emergency medical personnel such as an emergency medical information service and medical ID.

• Medical Information Card: A card imprinted with medical information such as

conditions, medications, medical history, insurance information, and names of your physicians.

Limitation/Caution: If you print one from the internet or make one yourself, there is a risk the card will not be recognized as it cannot be validated as clinically trustworthy information. There is also a risk of the paper being destroyed or deteriorating in your wallet. If you’re allergic to latex, be sure to look for an organisation that produces latex free wallet cards.

• Pre-engraved Medical ID: A wearable medical identification tag such as a bracelet

or other form of jewellery, with one condition pre-engraved on it. These types of IDs can usually be bought online, in a chemist or other retail establishments.

Limitation/Caution: Due to engraving limitations and lack of an associated

emergency information service, this option is not recommended for individuals with multiple or complex conditions. It’s best if you can find a pre-engraved medical ID that also comes bundled with a 24/7 emergency response service. • Custom Engraved Medical ID: A wearable medical identification such as a bracelet

or other form of jewellery that is custom engraved with specific medical information appropriate to your medical history or conditions.

Limitation/Caution: Seek the advice of the medical ID maker to understand what

types of medical information are most appropriate to engrave on your ID. Also, be aware that only some ID makers (such as MedicAlert Foundation) engrave medical information according to nationally accepted engraving standards to ensure your information is recognisable and understood by first responders and medical personnel in the event of an emergency.

• Personal Alarm Service: This is a service that normally comes with a device or

“button” that will signal an alarm when pressed to alert a central service that you're having an emergency. High-end models connect you with a live operator.

Limitation/Caution: In most cases, this service only works if you are in close

proximity to the device and transmitter, and are conscious at the time of an

emergency. Some services have a feature that automatically signals an emergency response center if you fall. If you want coverage when away from home you should consider coupling this service with a wearable medical ID.

• Medical ID bundled with Emergency Medical Information Service: This offering is

exemplified by MedicAlert Foundation's core products and services. It combines a medical ID and emergency information service that connects authorised first responders, hospitals, and doctors to a more comprehensive view of your medical information at the time of need, 24 hours a day, seven days a week.

Limitation/Caution: Be sure to understand the organisation's emergency information response capabilities and the privacy policies they have in place for storing and sharing your information.

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Why do I need a medical ID or emergency service?

• Emergency Medical Information Record or Personal Health Record: If you want

your medical information (details of your medical conditions, your medications, etc.) to be maintained and organised for your convenience, you should build an emergency medical information record or personal health record (PHR). However, unless you make specific arrangements or purchase an emergency information service, there will be no reliable way to communicate your pertinent health details to a first responder, hospital, and/or physician in the event you cannot do so.

• Medical Information Card: If you want to have your medical information available

in case of an emergency but don’t want to wear a medical ID, an emergency medical card may be right for you. However, if you print it out on paper, you must replace the paper periodically as it can deteriorate in a wallet. Printing our

information on a plastic card or laminating a paper card will help ensure its durability.

• Pre-engraved Medical ID: If you have only one medical condition or a very simple

medical history and don’t want accompanying emergency information services, a pre-engraved medical identification tag may be right for you.

• Custom Engraved Medical ID: You may want to custom engrave your medical ID if

you have multiple medical conditions or perhaps a rare medical condition.

In the case of multiple conditions, be sure to consult a physician or the medical ID service provider for appropriate engraving options.

• Personal Alarm Service: If you live alone and have conditions that limit your

movement or put you at higher risk of falling (e.g., balance disorders, Meniere’s Disease, etc.) or experiencing fractures (e.g., Osteoporosis), a personal alarm service may right for you. However, remember these services generally only work at home and you will need other services such as a wearable medical ID if you plan to leave your home to travel, shop or visit family and friends. You would be limited to your home for the protection provided by this service.

• Medical ID bundled with Emergency Information Services: If you want to be

sure your health information is accessible to first responders, hospitals and/ or doctors in the event of an emergency anywhere or at anytime , a medical ID bundled with live 24/7 emergency information services may be right for you. See MedicAlert Foundation's products and services for more information.

What if I have needs beyond the typical scenario?

You should look for organisations that offer add-on services depending on your needs such as: • I travel periodically and want first responders to have access to my Emergency

Medical Information Record. What type of service is right for me?

Look for an organisation that has national or international coverage, along with emergency information services.

• I have a heart condition and baseline ECG in my record. What type of service is

right for me?

If you want your ECG data available in an emergency, look for an organisation that allows you to store documents like these in an Emergency Medical Information Record in order to be retrieved by authorised medical personnel in the event of an

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• I am a caregiver for an Alzheimer’s patient. What service is right for me? What

service is right for my loved one with Alzheimer’s?

If you are a caregiver, we recommend you choose an organisation that collects emergency contact information and / or offers a family notification service so that you will be notified if your loved one has an emergency or if you have an emergency so that family members will be notified and other arrangements can be made for the loved one who depends on you. If your loved one has Alzheimer’s, you should look for an organisation that supports missing and found cases as well as family notification services.

• I live alone and I’m afraid I will fall at home and not be able to obtain help for

myself.

You should look for a personal alarm service. There are many organisations that sell these products and services as stand-alone service or as an add-on service.

• I have a pacemaker. What service is right for me?

You should seek an organisation that offers medical IDs coupled with an emergency information service and makes specific provisions for information about medical devices. Specifically, look to see if the provider asks for your make, model, and serial number and if there is an add-on service for device information document storage. Emergency responders, as well as MRI technicians, will need information regarding your pacemaker.

• I have an Advance Directive. Can a medical ID / emergency service help me

communicate this in a time of need?

Yes, but not all ID providers have this service available. Look for an organisation that provides medical ID’s linked to a live 24/7 emergency information service that makes specific provisions for advance directives and also handles document storage. Advance directives are legal documents that must meet requirements that vary by state or country.

What type of organisation should I be looking for?

There are many different types of organisations selling these products and/or services. Be sure to look for an organisation that:

• Treats medical information with privacy and has policies to maintain the confidentiality of your medical and personal information.

• Ensures the security of your financial transactions with it. • Is endorsed by trusted organisations.

• Is an organisation that informs first responders regarding its products and services so that emergency / fire / law enforcement agencies know what to look for.

• Is socially responsible. Is it a for-profit or a nonprofit organisation? Although for many this is secondary to the value and price of the service or product, it may help to sift through the plethora of organisations in the marketplace.

• Ensure that the company’s services and procedures are regularly reviewed by trained medical professionals to stay current with clinical advances and the rapidly advancing trends in electronic medical records.

• Has clinically based standards for what is engraved, and in what order, while using nationally recognised medical abbreviations and terminology.

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How do I know what information should be engraved?

• Serious medical conditions should be engraved. If you have two or more conditions and engraving space is limited on the jewellery, look for an organisation that

follows clinical protocols. Ask the organisation for its recommendation and if it has an engraving policy and trained personnel with medical expertise to help you. If it does not, it may be an indication that you should look elsewhere for your service. You may also want to consult with your physician.

• Remaining space on the medical ID should not be filled with extraneous data that has little or no impact on emergency treatment.

• Only use abbreviations that are acceptable by standard setting organisations in your country. If you are not sure, look for an organisation that can provide support in this area.

• Certain lifestyle behaviors or activities that may be relevant in an emergency (e.g., scuba diver, etc.)

What happens in an emergency?

This depends on what type of product and/or service you’ve purchased and whether you are in any condition to speak for yourself.

• Medical Information Record or Personal Health Record only: No mechanism exists to relay your medical information record to first responders on your behalf if you cannot do so yourself.

• Medical Information Card only: It is possible that an emergency responder may find this card in your wallet. If you’re conscious at the time of the emergency, you can provide the card yourself.

• Pre-engraved medical ID only: The emergency responder may read your ID and therefore have an idea of your ailment. Without being coupled with a 24/7

emergency response service, Emergency responders will not have any knowledge of other issues such as your medications list.

• Custom engraved medical ID only: The emergency responder may read your ID and therefore have an idea of your ailment(s). Again without a 24/7 emergency response service, the emergency responder will not have any detailed backup information regarding your conditions or medications.

• Personal Alarm Service: Under most services, a live operator is ready to respond to your emergency (only if you’re close to your device), but may not have critical health information to share with emergency services. Also, carefully check the nature of the service to see whether the service only calls 000 (or similar

emergency numbers in other countries such as 111 in New Zealand) or calls the emergency number and is capable of providing critical medical information about you to treating emergency responders.

• Medical ID bundled with emergency information services: You will be identified using the unique number so your medical information may be accessed for further details. Access may be handled either online, phone, or fax. Depending on the service, your family or emergency contacts may be notified either by phone or text message. If you have documents stored with this type of service provider, those documents will also be available to emergency responders.

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How do I know emergency responders will look at my medical ID?

There is no absolute guarantee. However, most first responders are actively informed to look for medical IDs as part of their training. Some providers also conduct additional training and offer education to first responders to look for their medical IDs. These efforts will increase your chances of success in a time of need.

What kind of product and return policy should I be looking for?

• Product: Look for a product that complies with product safety guidelines (e.g., ACCC). Make sure the organisation has an active testing program to ensure products comply with all consumer protection requirements. If you’re buying the bracelet for a child, make sure it is child safe and doesn’t pose a choking hazard. • Resizing: Certain items are not simple to purchase on the internet such as, bracelets or shoes. These items require precise sizing. Therefore, many online retailers are offering free shipping for exchanges or returns. Look for an

organisation that makes resizing a painless experience. They should offer free resizing within a reasonable grace period for applicable products

• Recycling: Look for a provider that offers a “recycling” program for your old

unwanted medical IDs, so that they are destroyed in a safe and ecologically friendly manner. Equally important this serves to protect your medical information.

Do health insurance companies or government health programs cover the cost of a medical ID and / or emergency information services? Are these services tax deductible? What if I can’t afford it?

Many insurance providers and government health programs currently do not cover the cost of a medical ID and emergency information services. Check with your health insurance provider. However, there may be third-party patient advocacy organisations that may help sponsor (or partially sponsor) you depending on your condition. Also, check with the medical ID service provider to see if they have a program to help people in need. Some Medical ID services sponsor the cost of the program for individuals meeting financial eligibility and with financial documentation. In addition, you can look for programs in your country that allow you to use pre-tax monies to purchase a medical ID.

MedicAlert Foundation International Membership Services Phone Numbers:

Australia 1800-88-22-22 Canada 800-668-1507 Cyprus 357-22-315113 Iceland 533-4567 Malaysia 603-79601355 New Zealand 0800-840-111 South Africa 086-111-2979 United Kingdom 0800-581-420 United States 800-432-5378 Zimbabwe 263-4-704489

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Australia Medic Alert Foundation

Level 1, 210 Greenhill Road, Eastwood SA 5063 | GPO Box 9963, Adelaide SA 5001