Frequently Asked Questions

Answers to common operational and implementation questions.

How quickly is a personalised session delivered?

The full 30 minute personalised session is delivered digitally within 48 hours of content upload. The completed file can be securely shared with family members. An optional USB package is available and delivered within 3 to 5 working days.

Does the system require staff training?

No. The platform is designed for simplicity. Care teams register residents and families upload content directly. Once complete, the session is ready for playback without editing or preparation.

Is internet access required?

Playback does not require an active internet connection when using downloaded files or USB.

How is data handled?

All media is securely handled in line with UK GDPR requirements. Families upload content directly to the platform, meaning care teams do not manage or store personal media files.

What devices can the video be played on?

 The completed file can be played on standard televisions, laptops, tablets or compatible media devices. An optional USB package is available for simple, flexible playback.

Is there a limit to how many residents can use the service?

 Usage depends on your chosen subscription tier, which determines the number of registered residents. Each registered resident can create unlimited free video files.

What happens if a family member struggles with uploading content?

The upload process is guided and simple. Support is available where required to ensure families can complete their submissions confidently.

Is the service suitable for dementia and end of life care?

Yes. Sessions are specifically designed to support familiarity, calm and emotional connection within dementia and end of life care environments.

Can care groups manage multiple homes?

Yes. The platform supports scalability across single homes and larger care groups while maintaining consistent engagement delivery.

Can subscriptions be cancelled or amended?

Subscriptions are managed directly within the platform and can be amended or cancelled at any time, subject to your chosen plan and agreed commercial arrangement.