Remote Monitoring: Frequently Asked Questions - PaceMate®

by Rebecca N. Revell, RN, BSN, CCDS, PaceMate™ Director of Patient Services

Robin Leahy, MSPH, BSN, RN, FHRS, CCDS, PaceMate™ Vice President of Clinical Affairs

Jenn Mason, Patient Services Manager

For nearly twenty years, technology has allowed doctors to check implanted cardiac devices—such as pacemakers, defibrillators, and heart monitors—remotely.

Whether you have had your implanted cardiac device for years, or you are brand new to this patient community, there is always something to learn about how your implanted device and your home monitor communicate. Home monitor equipment changes, and you may have heard confusing information in the past. This article addresses some of the common patient concerns about cardiac device home monitoring.

Who is PaceMate?

PaceMate is a third-party remote cardiac monitoring service carefully chosen by your cardiologist’s office as a partner. Together with your doctor and their staff, we ensure every alert transmitted from your device is monitored, giving you better care and peace of mind.

Since PaceMate is involved in my care, will I get bills from them?

Is my monitor wireless?

In the realm of remote cardiac device monitoring, “wireless” means your implanted device sends information to your home monitor automatically. In most cases, it is the implanted device that determines if your monitor is wireless or not. Wireless devices have a built-in radio frequency or a Bluetooth transmitter chip which allows the device to send information to the monitor.

Non-wireless devices do not have this chip, so patients with a non-wireless device must manually send transmissions on a set schedule provided by their doctor’s office. The most common non-wireless devices include the following:

• Medtronic pacemakers implanted before 2018
• Medtronic leadless pacemakers
• Boston Scientific subcutaneous defibrillators

If you have questions about whether your implanted device is wireless or not, call the PaceMate Patient Support line: 66-PACEMATE, option 1.

Is my monitor always sending information?

Wireless devices are not in constant communication with the home monitor. Most wireless devices are programmed to send information once a day during overnight hours. This does not mean your doctor’s office will receive information from your device every night. Your doctor will only see a report in three instances:

• If there is an alert
• If there is a scheduled transmission
• If you manually send the transmission from the monitor

Additionally, you should always contact your doctor’s office if you manually transmit outside your scheduled dates.

Is someone always watching my cardiac device information?

PaceMate’s team of highly trained and certified device technicians reviews every report received from enrolled patients. Each report from your device is available to your doctor. As mentioned, implanted devices are not sending information “in real time” as events happen. In addition, home monitors may cause a delay in sending information if they become disconnected from your implanted device or the network.

So, while PaceMate is assisting your doctor 24/7/365—every day around the clock—your data is not being constantly reviewed. This is one reason why your home monitor does not take the place of routine visits with your doctor and should never be used in place of emergency treatment for life-threatening symptoms.

Where can I get the results of my home monitor transmissions?

Why would I need to contact PaceMate?

• If you want to confirm your remote transmission was received
• If your home monitor is not working properly, and you need troubleshooting assistance
• If you would like to know when your next scheduled remote transmission is
• If you would like to update our records with a new phone number
• If you will be out of town and away from your monitor for 2 weeks or more
• If you would like assistance walking through the steps of sending a manual transmission from your home monitor
• For answers to any of the questions above, you can reach our patient services team Mon-Fri 8:00 a.m.-7:00 p.m. EST at 66-PACEMATE (667-223-6283) Option 1

Can I troubleshoot, reconnect my monitor, or send a transmission if I am not home?

How long can I be away from my monitor before it signals that I am "disconnected?"

All device manufacturers allow a grace period, typically about 2 weeks, before listing a patient as ‘disconnected.' This grace period is designed to allow patients the freedom to be away without taking their home monitor.

Please note: The home monitor is not a lifesaving device and does not impact whether your implanted device works or not. It is simply a tool your doctor uses in monitoring the life and functionality of your device. While periods of disconnection may delay information getting to your doctor, it is not an emergent situation.

Who can I call for help?

If you need emergency medical care, you should always dial 911. For monitor support, PaceMate’s team of dedicated Patient Communication Specialists is available Monday through Friday 8:00 a.m. - 7:00 p.m. EST. Any questions regarding your home monitor equipment can be addressed by calling 66-PACEMATE, option 1. For questions about results, billing, or clinical care, please call your doctor’s office directly.