Frequently Asked Questions

How long do the wearables last?

The wearables can last up to 2 years. Don’t worry about replacing them, our Infinity program will take care of that!

How does the Real-Time Location System (RTLS) tracking work?

Sentrics provides the tracking system through a wearable device worn as a necklace, wristband, or visitor badge. Assets such as medication carts are also trackable. You can search by location, asset, or individual to determine the location and dwell time. The sensor is identified by the nearest locator device.

Why should I buy Ensure versus other systems on the market?

The Sentrics brand comes with decades of experience in life safety systems for seniors. Ensure is wireless to accommodate aging in place and to provide individualized care. The system has a wireless mesh network to provide confidence in receiving alarms. Ensure with location comes with contact tracing and case management. Although Ensure can be purchased separately, you’ll have the capability to integrate with our Entertain and Engage solutions to provide a 360-degree resident view to improve care and enhance wellbeing.

For systems without RTLS, can the location of wearables be identified?

Communities can purchase Ensure without location. Using Ensure360 Lite, the staff will be able to see the identification of the nearest access point to the resident in need of help. Without RTLS, the team will have no access to the contact tracing, conflict mitigation, or location violation rules capabilities.

How is the system updated?

Ensure with RTLS includes remote support and future-proofing. It offers the ability to evaluate and fix issues remotely. In addition, Ensure includes software updates completed automatically. You’ll always have the latest and greatest features.

Can we view reports and configure the system while away from the property?

Reporting and configuration tools via our Cloud are web-based and can be accessed remotely with the right credentials. View response times, add a new staff user or resident pendant, reprogram a door schedule all on-the-go.

Will Ensure track the resident even when they are off the property?

The Ensure RTLS functionality does not support tracking off-site.

Can I run reports on nurse call alerts?

Ensure includes a dashboard and drill-down reporting to help operators maintain or improve operational efficiency. Standard reports provide insights into average care team response time, the number of times a resident uses the nurse call system, and more.

What channels will we get? How does it compare to channels we have?

DirecTV powers our TV programming. We provide many options for TV packages with customizable line-ups. You also can change your channel line-up at any time for the length of your contract term.

Do you have 24/7 customer support?

Yes, we offer live technical support during regular business hours and on-call support outside of normal business for our TV programming only customers.

For those customers who leverage our TV/voice/internet bundle with managed services, a live person in our Ohio office will answer your call 24 hours a day, 7 days a week, 365 days a year, when you dial *123.

How big is the Satellite Dish Sentrics uses?

The satellite dish is approximately 32” wide, 22” high, and weighs 25 lbs.

Why do we need an internet connection if we do not have internet on our system?

The Sentrics team can access your equipment remotely for service, activations, and changes that cannot be done manually.

Can we add more channels?

Yes, you can add additional channels by either expanding your system or swapping out channels.

Where can I find a channel line up?

We offer interactive, or scrolling, channel guides that are customized for your system.

What if the TV is not getting all of the channels on our channel line up?

Complete a channel scan to program the TV. If not all channels are received, a set-top box may be required.

What if a resident wants to record shows?

The Sentrics Gateway DVR is available at a low monthly cost for systems without set-top boxes. Our interactive set-top box has an integrated DVR.

Does everyone in the community have to use the system, or can some continue to use the service they have contracted themselves with local cable/satellite companies?

Communities have a significant price advantage when they provide TV programming to all apartments rather than any one individual can negotiate on their own. However, residents can continue to source their TV if desired.

How will the existing voice infrastructure affect the community’s ability to use Sentrics' voice services?

There is minimal change to the infrastructure. We bring a new data feed into the building and then use the building’s existing wiring to provide each room data. Communities that choose to use local voice services can still use the local feed that comes into the building; we simply patch it over to the rooms that want that service.

Are the internet and voice services the same for business and residential customers?

Communities can run completely separate internet and voice services to support their administration and resident services. Depending on the size and needs of the community, the operators can choose to deliver different internet bandwidths to the residents than the office staff.

What is expanded 911 services?

The Sentrics voice solution includes expanded 911 capabilities to direct emergency services right to a resident’s apartment.

Can residents port their existing phone numbers, and who completes the setup of those numbers?

Residents can port as many phone numbers as they’d like. The Sentrics staff will port those numbers for the residents so your staff can focus on other activities.

How many WiFi devices can residents connect within their apartments?

Because each resident receives their own internet network in their apartment, they can connect as many devices as they want. And, because they are not sharing WiFi bandwidth, they won’t experience the typical slowdowns at peak hours that other communities have.

What is *123 and can anyone use it?

We recommend that every community take advantage of our managed services when they purchase tv, internet, and voice services from Sentrics. With managed services, communities and residents have access to a live, Ohio-based person 24 hours a day, seven days a week, 365 days a year, to answer any question they have, simply by dialing *123.

What is the Tech Concierge service?

Sentrics can provide each of our partner Senior Living Communities with a dedicated, highly skilled on-site technical support professional with predictable hours, You decide how that person spends that time: Helping residents, supporting staff, or both.

How does it keep my community connected?

Engage provides your community with a flexible and scalable platform that allows you to deliver content and communications to specific audiences at specific times using using whatever device your audience is most comfortable.

How does Engage benefit my residents?

Our Engage platform allows your residents to stay up to date with everything that is going on in your community. They can also sign up for activities, check your menus, submit maintenance requests, take exercise classes, watch faith based programming, and more.

How does it connect residents with friends and family?

Our free to download mobile app integrates with leading social platforms like YouTube and Zoom. The app also has built in social networking for families and one touch video chat functionality.

How does Engage enhance community operations?

Communities can post safety notifications, dining menus, events, and activity calendars. All these post simultaneously on your digital signs, resident TVs, the web portal, the mobile app, and other end points, This streamlines unnecessary repetitive tasks for your staff and allows them to focus on what is important.

How does Engage help residents' families?

Engage gives family members peace of mind, knowing that their loved one is safe, healthy, and engaged. With the app family members can see community events and activities, calendar items, and even dining menu options. And the social media functionality allows them to stay connected with their loved one.

Can you print content that's in Engage?

Yes you can. Our Engage platform is designed to maintain operational efficiencies by making it easy to print content directly from our platform. You also have the complete freedom to design and build branded calendars, newsletters, menus, and more.

Can you view meals on Engage?

Residents can browse the dining menu to find exactly what they’re craving with robust meal filters, such as special meals, as well as view meal image and descriptions.

Do I have to use all of the Sentrics360 platform solutions to leverage Enrich analytics?

Enrich integrates and correlates the minute data that each of the Sentrics360 solutions (Ensure, Entertain, and Engage) gather and analyzes it to find trends. You have to use at least one of the Sentrics360 platforms to use Enrich. While you gain the most insights and predictions when you use all four platform solutions together, it is not required.

How does Enrich work?

Enrich integrates and correlates tens of thousands of data points a day from multiple platforms, analyzes them, and then applies machine learning and artificial intelligence to predict outcomes and deliver them in an easy-to-understand way caregiver knows what action to take.

Do I have to buy a separate analytics platform?

Enrich includes everything you need to integrate, analyze, and present the data from the Sentrics360 platforms.