FAQs
If you are new to SafeMate, this guide will help you learn more about the products and features.
SafeMate Products
How does SafeMate work?
SafeMate provides personal medical QR codes that provide paramedics instant access to your vital information in the event of an emergency.
Once you have your SafeMate Kit, you enter your medical and personal information through your private login via our website. Wear or display your SafeMate products as a wristband, fridge magnet, stickers or key tags.
Your data is encrypted and kept secure in our database.
First responders (QLD paramedics only can access to SafeMate PLUS) and the general public (SafeMate PUBLIC) will be able to scan your SafeMate QR code, they retrieve this information off a safely encrypted profile that provides quick access to information, improving treatment time and reducing the risk of hospitalisation
What information should I include in my profile?
Remember that you have two levels of security on your SafeMate.
SafeMate PLUS (only available to Queensland Ambulance Service Paramedics) - You should provide SafeMate with your basic personal details (name, age, gender) and any other health or medical information you would like to communicate to paramedics in the event of an emergency. Remember, the more information you store on SafeMate, the more Paramedics can assist you in an emergency.
SafeMate PUBLIC - Here you can be less personal about your information, but anything that can help anyone if you are in an emergency. Here, you might like to include details about an allergy you have or how to respond if you are prone to fainting or seizures.
Ultimately, it’s up to you what you put onto your SafeMate QR Code. But always remember the more precise and up-to-date the information is for your paramedics, the more effective your treatment will be.
Can I add/change information at anytime?
Yes! Your personal and medical information can be updated at any time by logging into your SafeMate account at getsafemate.com/login. Contact us at SafeMate should you need assistance.
Can someone else enter my details for me?
Yes. But the only way your details can be entered is by logging into your SafeMate account. You can enlist the help of someone you trust by providing them with your account details and password or contact the SafeMate team who can enter your information for you for a one-off small fee.
Is SafeMate linked to My Health Record?
No. The information you choose to store on your SafeMate is entirely separate and at your discretion.
Paramedics have reported that there is a delay with accessing My Health Record when trying to get access to patient information. SafeMate is very proud to provide information in an instant and exclusively for Queensland Ambulance Service paramedics.
Because it is so easy to update your information, we ask you do it whenever your information changes, that way paramedics have access to the most correct information.
In which cities does SafeMate work?
Currently, SafeMate PLUS is only available to Queensland Ambulance Service (QAS) paramedics who can access SafeMate products (mobile coverage dependent). SafeMate PUBLIC data is available to anyone across Australia - you choose the data you are ready to share with anyone.
Who can scan my QR code?
Anyone with a smart device with camera technology can scan your QR code.
This will only take them to the PUBLIC data on your profile where they will be able to see your name, you might also like to include your emergency contacts and anything you think might be important for anyone to know.
How do I link my fall pendant to SafeMate?
You do not need to ‘link’ your fall pendant to SafeMate. You don’t even have to tell us you have one!
However, if you’d like to, you can add any information about your fall pendant into ‘Additional notes’ on your SafeMate Profile.
Your fall pendant will alert for medical assistance, and when Paramedics arrive they will scan your SafeMate for immediate access to your important up-to-date medical & personal details.
SafeMate is in no way affiliated with fall pendants.
SafeMate Security
How do I know my data is safe?
Your information is hosted in a HIPAA-compliant (Health Insurance Portability and Accountability Act) secure environment in Australia.
SafeMate utilises a combination of online and offline security technologies, procedures and organisational measures to help safeguard consumer information against loss, misuse, and unauthorised access, disclosure, alteration and destruction.
We employ Secure Sockets Layer (SSL) data encryption when data is transmitted over the internet to our website and have installed layered firewalls and other security technologies to help prevent unauthorised access to our systems. Our servers are also maintained in a secure environment with appropriate security measures.
For additional information about how SafeMate manages data, please visit our privacy policy.
Who has access to my SafeMate medical information?
Only QAS paramedics are able to view the medical information that you provide in your SafeMate PLUS membership. Their secure professional email receives a secure link that allows only them to access your private data.
Should you choose to store information on your PUBLIC section, anyone can scan and access that information. It is up to you what you choose to store in your PUBLIC or PLUS data.
Is SafeMate connected to my medical record?
No. SafeMate is a separate and private organisation. You must provide the information you would like to share with paramedics and first responders via your SafeMate account.
Can someone else enter my details for me?
Yes.
But the only way your details can be entered is by logging into your SafeMate account. You can enlist the help of someone you trust by providing them with your account details and password. Or if you need assistance, the SafeMate team can enter your details for you for a small one-off fee.
In which cities does SafeMate work?
Currently, SateMate PLUS is only available to Queensland Ambulance Service (QAS) paramedics who can access SafeMate products (mobile coverage dependent). SafeMate PUBLIC is available across Australia.
Will it work overseas?
People anywhere can acess your PUBLIC data.
However, paramedics overseas will not be eligible for access to your private PLUS data when they scan your SafeMate QR code.
Some people might like to transfer medical information to their PUBLIC profile for the duration of their travel. Then in a medical emergency, anyone can scan your QR code and learn about personal information, emergency contacts, allergies or conditions you think are important for them to know.
SafeMate Payment
What services are covered under the membership fee?
The cost of SafeMate covers licensing for your personalised QR code and the ongoing administration fees and services provided by the SafeMate team.
How do I update my payment method?
If you have purchased SafeMate through our website, your card details will be safely secured through that payment method and deducted annually or monthly according to the option you selected.
If your card or bank details change and you wish to update them, please promptly call or email us in preparation for your next bill.
What happens if I miss a payment?
If you miss a payment, it’s important you contact us as soon as possible.
We have a two-month stand by policy that means your SafeMate membership will remain active until you follow-up with a payment for up to two months.
if we have not received a payment after this time, we will assume you no longer want or need SafeMate and will cancel your account. After which, you cannot restart your account with the same QR code.
We encourage you to contact us if you are having trouble keeping up with payments.
What payment methods do you offer?
When you purchase SafeMate through our website you have an option of payment methods.
You can provide your bank or credit card details.
Or you can opt to pay via PayPal, Stripe or GoCardless.
if you are paying through your Provider you will need them to contact us regarding payment.
If you have any more questions about payment methods, please call or email us.
NDIS / My Aged Care
What if I paid for a membership before checking my NDIS/My Aged Care eligibility?
That’s okay! Your provider will reimburse you if your budget covers your purchase.
We have found that providers are much quicker at reimbursing you than they are at approving the payment in advance.
Contact Us
We always welcome your questions, concerns, or feedback. Please email us at hello@safemate.care, call us on (07) 3184 9109, or fill in the form below and we will respond to you as soon as we can.
