Frequently asked Questions (FAQs)

Please note the below questions have been reviewed by your follow up Cardiologist.

Company related Questions

Who are Qardia and why should we trust you?

Qardia was founded by cardiac physiologists and ex industry trained personnel. We saw there was a gap in the market and that patients could have a much better experience. Your Cardiologist has chosen Qardia to provide their remote monitoring service to their patients. 

What service does Qardia provide?

Qardia’s remote monitoring provides two main services to patients and their Cardiologist.

  • Scheduled downloads. These are full device data downloads and provide the same information as an in-office check. However not all tests can be performed, and in-office checks are still required on occasion. In office checks are vital in that your physical condition can be assessed and medications appropriately reviewed.
  • 24/7 Alert monitoring. If there is an alert from your device, we will implement our response plan (which we have agreed upon with your Cardiologist) to ensure you get treatment as fast as possible. Some alerts from your device are not life threatening, whereas otherwise might require some faster responses.

Who reviews my data?

Qardia representatives will review your device data online and then send your information to the Cardiologist and key persons in their practice. We will not share your data with any 3rd parties. However, with your consent we may share your data with emergency personnel (i.e. if you are in hospital and they need a copy of your device details).

Remote Monitoring

What is a remote download?

When you see a Cardiac Physiologist or the Sales Representative, they place a small wand over your device to talk to your device. This allows information to be read from the device but also perform any programming changes to your device settings.

A remote download purely retrieves the information from your device from the comfort of your own home. Your home monitor is paired to your device and can only read the information and send it through to a special website that your Cardiologist can access.

Can you change the settings on my device remotely?

No. Home monitors can only read the information, not change the settings. There is one-way communication from your device to your monitor.

What alerts can my device provide?

Implantable cardiac devices constantly record data regarding the integrity of the device and leads and clinical information from your heart. These alerts can be tailored to each patient condition. Alerts include:

  • Battery warnings
  • Lead warnings (the wires connected to your heart)
  • Automatic tests out of specified range
  • New onset of cardiac arrhythmias
  • Heart rate are too fast
  • Drop in activity levels
  • Device delivering therapy (Defibrillators only) to stop potentially life-threatening arrhythmias.
  • Fluid levels (for patients with heart failure)

Does this replace the need for me to come into clinic?

Your Cardiologist will still arrange routine visits to clinic. The clinic visits allow full tests to be performed on your device, potential setting changes and reviews of your overall health condition. Home monitoring doesn’t remove the need for in office checks yet allows any alerts to be sent to your doctor between in office visits. In periods of uncertainty, your Cardiologist may decide to completely follow up your device via remote monitoring. However, this will only be for a short period. Contact your cardiologist for further details.

What happens when someone interrogates my device?

Your implantable cardiac device is very clever. There are 3 types of devices and at their most fundamental level they perform the following service:

  • Implantable loop monitor (ILR). Records arrhythmias automatically and patients can initiate a recording.
  • Pacemaker (PPM). Stops the heart rate going too slow which can cause dizzy spells. They regulate the heart rate.
  • Implantable cardiac defibrillator (ICD). Provides therapy (via a shock or by pacing the heart) to stop potentially life-threatening arrhythmias, they stop the heart going too fast. Importantly, all defibrillators are also pacemakers and can stop the heart rate going too slow.

When your device is interrogated, the settings and stored information can be retrieved. Also setting changes can be applied. Your device records a huge amount of information regarding the leads, the device itself, arrhythmias and your cardiac status.

Can my remote monitor stop me having a heart attack?

Heart attacks can occur for many reasons. Your home monitor can help keep an eye on some electrical properties of your heart, however, doesn’t provide complete cardiac testing. Unfortunately, there is no test or medication that can 100% guarantee you won’t have a heart attack, however by working with Qardia and doctor we hope to allow warnings and have an action plan for many cardiac issues.

How do I connect my home monitor?

The Sales Representative from the manufacturer of your device will pair your device with the home monitor. If this isn’t done, either the Sales Representative or a member from Qardia will contact you and talk you through it over the phone. Once setup, the monitors require very little maintenance.

Where should my home monitor live?

Your home monitor should live somewhere you spend a lot of time or routinely pass throughout the day. Some recommendations include, kitchen bench, under your bed, nightstand, dining room table etc. We recommend your device is in an area that can be seen, but it doesn’t need somewhere obtrusive where you or your visitors spend all your time watching it. There may be the requirement that it is near a phone line or your internet modem. Once setup there is very little for you to do with your monitor.

My monitor has never done anything in the past, why should I bother with it?

I agree sometimes it might feel like that. However, there is proven clinical evidence from hundreds of thousands of patients that it can improve your health. By being engaged with your monitor we can closely follow components to your cardiac status and action any events in a much faster method than should you not use your monitor. We agree that its best if your monitor never sends us an alert, however having the monitor should provide you peace of mind that your device and more importantly, you, are being closely monitored.

What happens if I have problems with my home monitor?

Once your home monitor is connected and working it is rare that there are any issues. Should there be any issues, your monitor will let Qardia know that it hasn’t communicated with your cardiac device for a while. If this extends longer than a few weeks either a Sales Representative (from the company that manufactured your device) or Qardia will be in touch to help you troubleshoot. Very rarely when we can’t resolve the problem over the phone, we may get you to bring your monitor into your next clinic visit with your Cardiologist. We are not able to do home visits to rectify monitor issues.

What if I have a replacement battery with my device?

A replacement battery means you get a new device, yet they will most likely use the existing leads. The Sales Representatives present at your generator change will either change your monitor to talk to your new device or provide you a new home monitor.

What if I go overseas?

Get in touch with your Cardiologist. If you’re going for an extended period (> 4 weeks) it may be worthwhile. Most monitors can work throughout the world but will require confirmation from the device companies.

Should I take my home monitor away with me?

This is up to you. Your monitor will work interstate and some patients like the peace of mind. If you’re travelling for more than 4 weeks, we would recommend it, however its entirely up to you.

Are there any updates that I will be required to perform on my home monitor?

Routinely, device manufacturers will perform software updates on the home monitor. Importantly, these software updates are not for your cardiac device. Most of the time you will not be required to do anything as these are done automatically. If for some reason there has been trouble with the software updates on your monitor, we will be in touch and talk you through how to perform a manual software update.

What if I have palpitations and press the manual transmission button?

We recommend not pressing the manual transmission button unless you have consulted with your Cardiologist first. Although we are a 24/7 home monitoring service, it is important if you are concerned with your condition to reach out to your Cardiologist or Emergency services. Frequent manual transmissions can slow down the reaction time to other urgent transmissions. We will review all transmissions, yet if there is nothing of significance shown on your download your doctor won’t know why the transmission occurred.

Does my home monitor listen or record any other information?

No. Although clever, they do not have a microphone. There will be no invasion to your privacy with these monitors.

Downloads

How will I know when my scheduled downloads are?

Different devices (pacemakers, defibrillators, loop recorders) and doctors require varying scheduled downloads. Once you have registered with Qardia we will send you your download dates for the whole year.

I see my scheduled date; how do I know what time to be near my home monitor?

All device manufacturers work slightly differently, however if you have been given a schedule date you will notice there is no time. If you are around your home monitor on that date the download will occur.

What happens if I miss my download?

Most home monitors can do the downloads automatically. If you use a monitor with a wand, you can just perform your download a few days before or after. If your device hasn’t successfully performed a download within a week or your scheduled transmission date, we will get in touch.

What if the scheduled download dates aren’t convenient or I’m away?

We understand that you may not be around. Routinely we arrange for downloads for Saturday mornings. If you are not around that day, but you are on the Sunday or Monday your monitor will continue to try and look for you over the weekend.

How does my doctor receive health alerts?

Qardia implements an action plan with your Cardiologist for how to notify them of alerts. When we receive an alert, Qardia writes a preliminary report, collates the information and notifies your doctor. The doctor will then review the data and confirm the next course of action.

Communication

What communication will you get from Qardia?

At Qardia we will let you know when your “scheduled” downloads are. Most of the time, these will be performed automatically and won’t require any intervention from you. If you are going to be away on these dates and not with your monitor, just let us know and we can reschedule. We will also call you if we have noticed your monitor hasn’t talked to your device for a while.

We will provide you SMS, mail or email responses letting you know your transmission was successful. If you require the results of the transmission you should contact your Cardiologist

What do you do for emergency transmissions?

If you need to do an emergency transmission, please call us prior to doing so. However, if it is a medical emergency please call 000. For an automatic emergency transmission, we work with your Cardiologist to ensure the best course of action.

How does my doctor receive health alerts?

Qardia implements an action plan with your Cardiologist for how to notify them of alerts. When we receive an alert, Qardia writes a preliminary report, collates the information and notifies your doctor. The doctor will then review the data and confirm the next course of action.

Will my GP or I get a copy of my report from Qardia?

Qardia reviews the data from your device and lets you know if a transmission was successful. We then provide a preliminary report to your Cardiologist for review. Qardia will not send any reports to patients or GP’s. If a report is required, please contact your Cardiologists secretary. The reason for this is that although Qardia provides a health service, your Cardiologist is your point of contact for all your cardiac information. We are not Doctors, and only have access to one part of your health information. We do not want to change the current patient-doctor relationship and flow of information.

Payment

Why do I have to pay for this service?

Current doctor clinics don’t have the ability to manage all their home monitoring, especially for emergency situations. By paying you ensure you’re able to be fully monitored and have a team look after you and your device. Additionally, your physician and I believe that Qardia will provide a better patient experience with increased communication and feedback to make you feel more comfortable about your device. We endeavor to provide you with peace of mind regarding your implantable device.

Do I have to pay my Doctor for remote monitoring as well?

Each Cardiologist runs their own practice and may charge some out of pocket expenses for certain treatments. Qardia provides the home monitoring and can escalate alerts when transmissions requiring clinical intervention are received. Your Doctor’s role is to review the information Qardia provides and make clinical decisions regarding your overall care. 

Can you provide your services for any cheaper?

Unfortunately, not. We have tried to keep costs as low as possible and we are very competitive to other providers out there. For simplicity sakes, we have universal pricing as to avoid any confusion or billing issues.

Do you do it any cheaper for senior citizens or healthcare card holders?

Unfortunately, we have tried to keep costs as low as possible and we are very competitive to other providers out there. For simplicity sakes, we have universal pricing as to avoid any confusion or billing issues. We do offer monthly or yearly billing.

Do you accept partial payments?

Yes, we accept monthly payments.

What happens if I don’t pay?

We understand sometimes bills get lost or people just forget to pay bills. We will provide bills one month in advance from the due date. If payment is not made, we will reach out to you or your emergency contact. If payment is not made within 2 months of the date, your home monitor will be turned off remotely. However, with the click of a button we can have you up and running again quickly.

Security

Does my home monitor listen or record any other information?

No. Although clever, they do not have a microphone. There will be no invasion to your privacy with these monitors.

What are the security measures to protect my device?

Each medical device manufacturer has extremely high security measures to keep your device and data safe. Qardia access’s the information on your device through secure logins and we share the information with your doctor via safe and encrypted channels. The system we use to share the information with your doctor is also used by law enforcement agencies. All data is secure and all access to your data is logged.

Who reviews my data?

Qardia representatives will review your device data online and then send your information to the Cardiologist and key persons in their practice. We will not share your data with any 3rd parties. However, with your consent we may share your data with emergency personnel (i.e. if you are in hospital and they need a copy of your device details).