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pg. 4Care PartnerSurvey Results

Care Partner Conference Recap

pg. 5

pg. 7 HEALTHY AT HOME 2.0

pg. 7 CARE PARTNER WEBSITE AND KIOSK

pg. 8 THE CARE WATCH

pg. 8 CL-52 UPDATE

IN THISISSUE

pg. 9 SALES TIPS

pg. 9 NOTES FROM THE TECH BENCH

pg. 9 CARE PARTNER INSURANCE

pg. 10 TASTY BITS

pg. 11 PROMOTIONS

CONTACT USChris Hendriksen - [email protected]

Andy Schoonover - [email protected]

Mike Bodnar - Vice President of [email protected]

Leslie Justice - Customer Service/ Care Partner Team [email protected]

Denny Cottle - Tech Support [email protected]

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A MESSAGE FROMANDY SCHOONOVER

Greetings from our new abode in Franklin, OH. We’ve upgraded our office

space to provide you better service and enhance our ability to offer new innovative products and services. We have upgraded our newsletter format to let our new internal designer show off his skills and we have upgraded the “Dealer” title to more accurately reflect our relationship with you. So, in short, we have a lot to talk about.

I know that you haven’t gotten one of these newsletters for a while. I’d love to say it was because we have been working really hard in delivering this newsletter to you in a snazzy new format, but it’s truly because everyone in the office has been swamped. In fact, we hired 16 new people last month to join the VRI team as a result of the growth we have been experiencing. However, we heard you at our conference, loud and clear. You want us to improve our lines of communication. You want us to provide more information on our products and services. You want stronger marketing materials and more training opportunities. We are hoping this Care Partner newsletter is a first step in that direction.

“Care Partner” newsletter? What happened to “Dealer”? Very simply, we thought the “dealer” title was a little old school. “Care Partner” feels much more in line with our relationship. You are running your own company/program. You aren’t a “dealer” for VRI. WE ARE HERE TO SERVE YOU! Also, we as a group are becoming more focused on healthcare. “Dealers” don’t do healthcare. Bottom line: We hope to be a true “Partner” with you to deliver the best care in the Industry.

We would like to send out a quick thank you to all of you who joined us out our annual “Care Partner” conference hosted this year at our new corporate offices. By all

accounts, the 2011 event, which provided opportunities for networking, education and fun, was our biggest and best conference ever. We had lots of new and potential Care Partners join us for the conference, so we thank all of you who had good things to say about VRI…we will pay you later. We’d also like to thank those who gave us some feedback on the conference.

We have a number of “to do’s” as a result of the conference. In addition to the Care Partner newsletter being a conduit for providing you more information, we’re working on new marketing materials, and a product catalog containing descriptions, features and benefits for each device in our ever-growing line of products and services. We also intend to provide the training you need through webinars in the future. You’ll soon receive notice about our first webinar, scheduled for late August 2011.

And while we’re doing this, we intend to continue delivering new technology to you, like our recent product additions of the CL-52 Cellular Medical Alert unit, and the GPS Carewatch. These products are designed to provide flexibility in the field, and opportunities to increase your recurring revenue stream. Look for new products from Bosch, LogicMark and many more in the near future.

Finally, I’d like to thank you for your support of VRI. We truly appreciate your being a partner with us. In fact, we have been so blessed by your partnership, we are happy to announce that in July 2011 we hit another milestone as we have now passed 60,000 active clients. We could not have achieved such success without having you on board with us. Together, we are changing the direction of senior care for the better!

“... we heard you at our conference, loud and clear. You want us to

improve our lines of communication.”

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Recently, we conducted an online survey of VRI’s Partners to gain insight on your thoughts about our products and services. The survey was conducted over a thirty day period, between April and May 2011. The survey was anonymous, allowing participants to voice their thoughts freely, and without reservation. Over 100 VRI Care Partners responded, with results, as follows:

Overall, how do you rate the quality of the monitoring services provided by the VRI Care Center Team? Response Percent Excellent 73.0% Good 26.0% Average 5.0% Poor 1.0% Unacceptable 0.0%

Overall, how do you rate the quality of the service provided by the VRI Care Partner Support Team? Response Percent Excellent 68.4% Good 26.5% Adequate 5.1% Poor 1.0% Unacceptable 0.0%

Overall, how do you rate the quality, dependability, technology and features of the VRI product line? Response Percent Excellent 47.5% Good 45.5% Adequate 7.1% Poor 0.0% Unacceptable 1.0%

Overall, how do you feel about the knowledge and responsiveness of the VRI Team Members answering your calls? Response Percent Excellent 58.6% Good 34.3% Adequate 8.1% Poor 0.0% Unacceptable 0.0%

Do you feel your phone calls are being answered in a timely manner? Response Percent Yes 91.8% No 8.2%

Do you receive accurate invoices in a timely manner? Response Percent Yes 93.8% No 6.3%

Have you been provided the resources and information you need to fully understand VRI’s products, services and programs? Response Percent Yes 82.7% No 17.3%

Overall, is our service . . . Response Percent Getting Much Better 17.0% Getting Better 50.0% Staying at the Same 34.0% Getting Worse 5.0% Getting Much Worse 1.0%

2011 CARE PARTNERSURVEY RESULTS

INFOYOU

NEED!

2011

Conferen

ce

Recap

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2011

Conferen

ce

Recap

A record number of participants joined us for our annual Care Partner Conference, held this year in Dayton, Ohio. The three day event provided the perfect setting for learning and networking, as VRI Care Partners throughout the country gained insight on industry trends, marketing opportunities, and new products and services offered by VRI.

Day one began with a road trip to The Golden Lamb restaurant in Lebanon, OH, where past Presidents, noteworthy figures from our Nation’s past, and now VRI Care Partners have wined, dined, and enjoyed the unique setting of the restaurant. Laurie Orlov, of Aging in Place Technology, was our guest speaker for the evening. Ms. Orlov shared her thoughts on the critical roles that family, social networking and new technology have played and will continue to play for age-in-place seniors going forward.

The evening concluded with a Casino Night for our Care Partners, where everyone went home a winner!

Day Two events were conducted at the Yankee Trace Golf Club in Springboro, OH, where our participants enjoyed the beautiful surroundings and amenities present at the club, during a day filled with learning opportunities.

Andy Schoonover provided an industry overview, highlighting current trends, the role of government, and some of the best approaches for our Care Partners to market and position their businesses so that they can compete and win market share in the future.

Mr. Schoonover provided an overview of the TeleHealth industry, and detailed VRI’s TeleHealth products and service plan. He also conducted an interactive session, during which our Care Partners shared their ideas on marketing, industry trends, and how VRI can assist their efforts in the field.

A new product showcase was conducted by Darren Torrence, during which he highlighted the newest products that VRI has brought to market; including Mobile PERS and our GPS Carewatch. Mr. Torrence also noted the current emphasis on delivering cell-based products, which affords our Care Partners flexibility in the field, and additional recurring revenue opportunities for monitoring services.

2011 CARE PARTNERCONFERENCE RECAP

“[I loved] having the opportunity to meet the VRI employees and

to create a more personal relationship with the

people I work with daily on the phone.”

Mike Larsen and James Ruppert, Advanced Cable


6

Laura Mitchell, of Grand Care was our guest speaker for the day. Ms. Mitchell shared her thoughts on how VRI Care Partners could best take advantage of today’s social media, social networking and web-based marketing opportunities.

The evening continued with a walking tour of VRI’s new facility in Dayton, OH, where our guests were greeted by many familiar VRI team members, now working in a new state-of-the-art setting. Care Partners took great interest in the Care Center, where many saw and heard for the first time the critical work being done there, every day. Day two concluded with dinner on the terrace at VRI, where our guests were treated to a great meal, networking opportunities, and entertainment.

Thank You!Many Thanks to our VRI Conference Exhibitors

VRI Partner Product or Service

ADP Payroll Processing/Services Cerium Group Printing Services - Dealer Kiosk/PortalCMI-SimplyHome SimplyHome – Activity MonitoringGrandCare Grand CareIntellicare Network Bosch Carephone 62Live Free Emergency Response Life Beacon – GPS CarewatchLogicMark Life Sentry Med Apps TeleHealth Products Med-E-Lert Medication Reminder BoxNeace Lukens EOE & Liability Insurance Visonic AmberlinkVRI Care Partner Support & TeleHealth Teams

A VRI Products and Services Exhibit was the highlight of the morning session on Day Three. Thirteen of VRI’s preferred manufacturing and services partners were present for the event, which afforded our Care Partners the opportunity to visit, and the time to interact with the manufacturers and service providers of interest to them. The exhibits highlighted the newest of VRI’s technologies and product offerings, as well as key back-office support services, such as insurance and marketing services.

Our conference ended with lunch and a round of golf for our Care Partners at Yankee Trace. Congratulations to Matt Jones, Landon Wade, Tom Wetter and Brian Botos our winners of the scramble tournament, and thank you to all of our partners who joined us for the conference!

Marshall Nadler, Don Nadler and Fyliss Nadler, PAL

Matt and Cindy Graham, Home Buddy

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GET YOUR

COPY OF HEALTHY

@ HOME 2.0If you were at this year’s Care Partner Conference, you had the chance to hear Laurie Orlov’s speech about Technology for Aging in Place. Many of Laurie’s notes came from AARP’s Healthy@Home 2.0 document. Don’t let the size of this document scare you, it’s packed with great bits of information! You can get your copy by visiting www.monitoringcare.com/downloads/healthy-home-11.pdf on the VRI website.

Here you will find 131 pages from AARP on topics such as: “The Importance of Family” and “Current Use of Personal Health and Wellness Technology.” AARP has done a good job of identifying key variables that will help you market your products and services to aging Baby Boomers who are becoming more dependent on technology today.

CARE PARTNER

CARE PARTNERKIOSK

The website is vridealers.com (yes, we know it still says “dealers.” A change is on the way!) The user would be you. The access is unparalleled.

VRI has set up a portal for you to use any time, anywhere and for all of you and your clients needs. If you haven’t had the chance to check it out, log on today and request a username and password.

Once you’ve logged on, you can have access to reports, inventory, jobs, history and exclusive Care Partner information available through the Care Part-ner site.

One of the best features that you have access to is the amount of marketing materials that we’ve provided for you. By clicking on the materials tab you’ll have access to logos, marketing brochures, newsletters, unit photos, videos and much, much more.

If you need help or want to request new information to be put on the Care Partner website, shoot an email to Mike Bodnar at [email protected]

Looking for that right marketing slick or brochure to send out and just don’t have the time to design it? VRI offers a printer kiosk for you, where YOU have the ability to download layered files to take to any designer or printer and get your logo and contact information placed on the materials.

To set up your account, visit www.stores.kioskvs.com/vri for a variety of different marketing slicks and tri-folds.

If you have problems, contact Mike Bodnar or Brian Botos at VRI for more information on how you can get set up with the right materials to help you sell!

VISITWWW.

MONITORINGCARE.COM/DOWNLOADS/HEATLHY-HOME.PDFTO GET YOUR COPY.

WEBSITE

8


UPDATECARE WATCH

The Carewatch is a simple and easy to use, wearable PERS that combines a cell phone with a GPS tracking system and fits them neatly into a digital watch. You may wear the Carewatch on your wrist or on a “break-

away” necklace and it is made from light weight materials that will not weigh you down.

The display has a backlight that is activated whenever any button is pressed to illuminate the watch so it may be seen in the dark.

Each Carewatch comes with two batteries that can last up to 48 hours each. Should you find yourself somewhere away from the charging base, you simply replace the low battery with the fresh battery.

Calling for help is easy with the Carewatch. Just press and hold the long button on the side for 3 seconds and the watch will automatically dial our Care Center. Then speak into the Carewatch to tell us how we may help. We will also be able to track your position via Global Positioning System satellites.

Each Carewatch comes with two batteries, a wrist band, a black breakaway lanyard, a designer necklace, and a UL listed AC charging base that charges the watch and the extra battery at the same time.

CL-52 EXCEEDINGEXPECTATIONS

In the past, Medical Alert Systems needed an active phone line in a home in order to work. That’s no lon-ger the case! Today, with VRI’s CL-52 Cellular Medical Alert System, phones are no longer required. The CL-52 is proven dependable and easy to install. Just plug in the base unit and press the personal help but-ton. No phone is required . . . it’s the easiest install ever! The unit is delivered with a 24 hour back up battery in case of power loss. The Personal Help Button has a range of 300 feet, and the unit communicates with GSM cellular networks to expand coverage area and the product’s ability to send signals to our Care Center. The extended cellular range will also expand your opportunities for adding new customers to your account base. As a result, VRI Care Partners have quickly discovered the value of the CL-52, and continue to order the product in large quantities. It has provided them with an opportunity to place systems in homes, where in the past, they could not. We are happy to report that not only have we met the initial demand for the product, but now we have ample stock to fulfill your orders in a timely fashion. If you have not tested the CL-52 Cellular Medical Alert System, we recommend you do so, and soon. And when you do, you too will see how simple it is to install, maintain, and add recurring revenue.

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INSURANCE

So you go out to an installation where you find yourself in a home that doesn’t seem all that dangerous, but BEWARE! Danger awaits! As you go about doing the installation, you will ask the client where the telephone jack is located so that you may plug the unit in. When you get there, all you may see is a clearing on the table top that is the perfect size for a PERS, but wait! What is surrounding the area? Above the table is a hanging plant. On the table is a water glass or coffee mug along with a collection of medications in bottles where your client takes their pills. So what, you say?

Many PERS systems are returned to VRI for repair that were damaged because someone overfilled a hanging plant with water or accidentally knocked a water glass over and the contents spilled onto the unit. We here in Tech Support have seen numerous units returned with the inside covered in dried hot chocolate or cof-fee. Sometimes, PERS systems return with a distinctive green coloring on the circuit board that has the minty freshness of Polident.

In most cases where water, juice, soda, and coffee spill into the unit and cause the unit to fail, there is no hope of repair. So your best bet is to make sure that you take a moment to see how the client is using the area where you are placing the unit and point out any potential dangers there may be to the PERS.

TECH BENCH

We all know how hard it is to get an excuse to go and see some of even your best referral sources. Here is a hint: stop by every few weeks to restock them with coupons for free installs. It gives you an opportunity to say “hello” and it reminds them to hand out the coupons to their client. We all know that people love coupons and a free install is a very low price to pay for a new customer. Example coupons can be found on our Partner Website at www.vridealers.com


SALES TIP

Darrel Cottle, Tech Support

Coverage is now available to all Care Partners of VRI for both Professional Liability and General Liability through the buying power of VRI at affordable rates. The scope of coverage will provide two main areas of coverage:a) Professional Liability due to any alleged third party bodily injury by reason of an act, error or omission in the rendering of professional services, including but not limited to necessary electronic health monitoring, by providing direct and two way monitoring of the subscriber. This is inclusive of 24 hour home monitoring services for emergency assistance.b) Comprehensive General Liability provides both third party general liability for Bodily Injury and Property Damage to the subscriber that may arise out of a product malfunction, including reliance upon a representation or warranty made with the installed product and their parts and materials in conjunction

with health monitoring services.

Coverage is provided not only during the installation but any time thereafter. Coverage is inclusive of required further services or maintenance work, or correction, repair or replacement because of any defect or deficiency. Combined Professional Liability and General Liability limits are available in increments of $1,000,000 per occurrence and aggregate. Neace Lukens, the provider of both professional liability and general liability to VRI has over 600 employees and offices located throughout the United States.

For coverage details please visit Neace Lukens at:www.monitoringcare.com/Care_Partners/Insurance.pdf

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I just received a call who wanted me to tell “Mary”

“Thank you so much for staying on the phone

with my Mother on the 10th when she pressed her

button.”

Her Mom went upstairs to check on her Dad, to

find him unresponsive, therefore her Mom pressed

her button. “Mary” called 911 to get the ambulance

& police on their way, and told the client that help

was on the way and that she gave them the lock

box code so that she wouldn’t have to worry about

getting downstairs to the door to let them in.

Sadly, her Dad passed away. Yet, the daughter is

very thankful that we were on the phone with her

Mom so that her Mom had some comfort knowing

that she didn’t have to go through the emergency

situation alone. WAY TO GO “Mary!” Keep up the amazing work!

BE HEROICWe hear from our clients on a regular basis though letters and emails. We call these little bits “kudos” and share them through out our company headquarters. We know that you are a big part of making these kudos happen, so here are some of the best we’ve received. Kudos to you!

A few months ago a couple calls occurred that resulted in a significant change in VRI Care Center’s monitoring protocol. Our new policy provides “continuous monitoring” which means we will remain on the line with our Member until help arrives.

“Nancy” activated her help button to access help. VRI’s Care Representative received the call, quickly assessed the situation, and offered to keep the line open with “Nancy” while she called for help. “Nancy” insisted that she would be okay, but “Janice” sensed something was not right so she told “Nancy” that she would stay on the line until help arrived. “Nancy” began to cry and share that she felt abandoned by her family and was alone and lonely.

In the past, we would disconnect and then call back to confirm that the Responder we contacted has arrived. This practice is called Closed-Looped Monitoring which is the standard in the medical alert monitoring industry.

Recently, our telehealth team demonstrated the same “Superhero” customer service to one of our clients.

VRI has partnered with a large health plan in Florida to implement a telemonitoring program for the plans COPD, CHF and diabetes members. When we called one of the program’s COPD members to take his readings for the day we found out that the member was living in a trailer, without air conditioning, and was having difficulty breathing because of the 90+ degree heat. When our nurse asked if there was anything we could do for him, he responded that all he needed was a decent fan to keep him cool.

Our telehealth team was quick to respond to his need by each donating a few dollars and ordered the client a fan from WalMart and arranged to have a family member pick it up and deliver it to him. Our client couldn’t have been happier and I cannot say thank you enough to my awesome team that lives our values every single day. For their heroic customer service, we also gave them their own set of “superhero” figurines.

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Denny Cottle was recently promoted to the position of Manager of Technical Support. Denny has been a VRI Team Member for four years, having started with us as an Intern in the IT Department. Most recently Denny was in charge of IT Support, as an Advanced Technician, with the primary responsibility for hardware and end-user support. Denny is excited about the opportunity to more closely align Technical Support with Information Technology, since our newest products combine elements of both worlds, including integration with computers, cellular communication and GPS technology. Through the further development of our technical team in these areas, VRI will remain well-positioned to meet the ever-growing challenges of changing technology for our partners, in the future.

Leslie Justice has been promoted to the position of Manager of Customer Service and VRI Care Partner Support. Leslie has been a VRI Team Member for six years, gaining experience in key areas of our business, as a Care Center Representative, Care Center Lead, Care Partner Support Representative and, most recently as Manager of Technical Support, Purchasing, Inventory, and Shipping and Receiving. Leslie looks forward to speaking, personally to our Care Partners so she can gain a better understanding of your needs. She also intends to implement new communication tools and reporting metrics, designed to improve our accountability and responsiveness to you. In short, Leslie is focused on making VRI the Benchmark of Service for our Care Partners.

Denny Cottle, Manager of Technical Support

Leslie Justice, Customer Service/Care Partner Team Manager


THE CL-52Cellular Medical Alert

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