When to Contact PaceMate® vs. When to Contact Your Clinic

Sydnie Hammons, Patient Services Manager

Managing your cardiac health can feel overwhelming, especially when you have a cardiac device that supports home monitoring. To make this journey smoother, PaceMate works closely with you and your doctor’s office to ensure your cardiac monitor functions as it should. While PaceMate provides valuable support, it’s essential to know when to contact PaceMate and when to reach out to your clinic. This guide will help clarify those moments, ensuring you get the help you need from the right source.

When Should You Contact PaceMate?

PaceMate’s Patient Services are here to assist you with various aspects of your cardiac device monitoring, particularly those related to the home monitoring system. Here are specific situations when contacting PaceMate is the best course of action:

1. For Troubleshooting Assistance with Your Home Monitor

If your bedside monitor isn’t functioning properly or you encounter technical issues, PaceMate is your go-to resource. Our team can help troubleshoot and resolve problems to ensure your device continues to send data as expected.

2. If You Plan to be Away from Your Monitor for an Extended Period

If you plan to be away from your monitor for a significant amount of time, whether for travel or any other reason, let PaceMate know. We can provide guidance on managing your device during this period to avoid disruptions in monitoring.

3. A Change in Contact Information

Keeping your contact information up to date is crucial for seamless communication. If your phone number, address, or email changes, notify PaceMate to ensure we can reach you when necessary.

4. To Confirm a Manual Transmission

If you’ve sent a manual transmission and want to confirm its receipt, contacting PaceMate is the right step. Our team can verify that the transmission was received.

5. To Replace Home Monitoring Equipment

Should your home monitoring equipment need replacement due to damage or malfunction, reach out to PaceMate. We will assist you in obtaining the necessary replacements promptly.

6. For the Date of Your Next Scheduled Manual Transmission

If you’re not sure when your next manual transmission is scheduled, PaceMate can provide you with that information. We're happy to help you remain compliant with your monitoring schedule.

When Should You Contact Your Doctor’s Office?

While PaceMate handles many aspects of your cardiac device monitoring, there are several instances where it’s more appropriate to contact your clinic directly:

1. For Billing-Related Questions

For any questions or concerns about billing, your doctor’s office is the right place to call. They handle all aspects of payment and insurance related to your care.  PaceMate will never bill you or your insurance.

2. The Results of Your Transmission

If you want to discuss the results of a recent transmission or understand what your cardiac data indicates, this is a conversation to have with your healthcare provider. They have the expertise to interpret the results and discuss any necessary adjustments to your treatment.

3. Your Next Scheduled Office Appointment

If you’re unsure when your next in-office appointment is, your doctor’s office can provide that information. They manage your overall care schedule, including in-person visits.

4. An Unscheduled Manual Transmission

If you’ve sent an unscheduled manual transmission due to symptoms or concerns, it’s important to inform your clinic. They can review the transmission promptly and provide any necessary follow-up care.

5. A Change in Contact Information

While PaceMate should be informed of any changes to your contact information, it’s equally important to update your doctor’s office. This ensures that both your monitoring and medical records remain accurate and up to date.

6. Transferring Care and Requesting Records

If you’re moving or changing healthcare providers, your clinic can assist with transferring your medical records to your new provider. This ensures continuity of care and that your new healthcare team has all the necessary information.

Emergency Situations

It’s crucial to understand that your home monitor is not a substitute for emergency medical care. If you experience symptoms that you believe are life-threatening, such as severe chest pain, shortness of breath, or dizziness, call 911 or go to your nearest emergency department immediately.

How to Reach PaceMate

For non-emergency issues related to your home monitor, you can contact PaceMate’s Patient Services team. We are available Monday through Friday, from 8 a.m. to 7 p.m. EST. You can reach us by calling 66PACEMATE (667-223-6283) option 1.

Knowing when to contact PaceMate and when to reach out to your clinic, ensures your cardiac device monitoring and overall healthcare are managed efficiently and effectively.