Frequently Asked Questions
What exactly happens during an Elder Heart daily check-in call?
Each call is a gentle, friendly wellbeing check and chance for a chat.
Our voice agent greets your elder, asks how they’re feeling, listens to their response, and offers reassurance. We never rush or pressure them — the tone is warm, calm, and respectful. After each call, you (or the nominated family member) receive a short SMS/email summary including mood, wellbeing notes, and any red flags.
Can Elder Heart replace medical or emergency services?
No. Elder Heart is a supportive daily check-in service, not a medical responder.
If your elder does not answer, or if anything seems concerning, we notify you — but we do not call emergency services directly. Families should always maintain their usual emergency plans.
What if my elder doesn't answer the phone?
If your elder doesn’t answer, our system won't try calling them again until the next scheduled call. You will receive an SMS saying we were unable to reach them. We recommend following up with your elder in that case.
Calls are placed at the same time each day so your elder knows when to expect them.
How long are the calls?
Most calls last between 5-10 minutes.
If your elder likes to chat, we allow up to 20 minutes per call.
What’s included in the Bible Reading add-on?
A short, uplifting Scripture passage is read as part of the daily call.
The verse can be requested by the elder, or chosen by the agent.
It is gentle, comforting, and optional — your elder still receives the full wellbeing check-in regardless. You can turn this feature on or off anytime.
Readings come from the NKJV and are limited to the Gospels, Psalms and Proverbs.
Is the service suitable for elders with dementia or cognitive decline?
Yes — as long as the elder is comfortable speaking on the phone.
Elder Heart can be calming and reassuring for people with mild to moderate cognitive changes. However, it is not suitable as a safety check for wandering, falls risk, or emergency concerns.
Do you store call recordings or personal information?
No.
Elder Heart has been built with privacy and safety as our highest priority.
No audio is stored.
No call recordings exist.
Only essential contact details and call summaries are kept.
We comply with Australian Privacy Principles and use secure, encrypted systems.
Can more than one family member receive updates?
At this time, only one family member will receive SMS updates after each call.
Can I change my elder’s call time?
Absolutely.
You can update your preferred call time at any point by contacting us. Changes take effect within 24 hours. Call times that are available each day are 10.30am / 3.30pm / 6.30pm.
What if we go on holiday or need to pause the service?
You can pause or cancel your subscription at any time.
There are no lock-in contracts. You simply email us: [email protected] to let us know how long you need to pause for.
Is Elder Heart available internationally?
Right now, Elder Heart supports Australian phone numbers.
International expansion is coming soon. Message us to request this and let us know what country you are based in.
What languages are available?
The Elder Heart voice agent can speak 30 languages.
If your elder begins speaking in a language other than English at the beginning of the call, it will switch. However, it can't switch languages mid-way through the call.