AED and Customer Support | Philips Healthcare

Which AED do you need help with?

HeartStart FR3 ›

HeartStart FRx ›

HeartStart HS1/OnSite/Home ›

HeartStart HS1/OnSite/Home and FRx Maintenance Videos

What to do when your AED chirps

Maintaining the HeartStart HS1/OnSite/Home Pads and Battery

Maintaining the HeartStart FRx Pads and Battery

Everything you need to know about using AEDs

Set up and maintenance
Set up and maintenance
Using AEDs
Using AEDs

For a demonstration of how use an Onsite AED, watch this video. Other Philips AEDs are slightly different but they all tell you exactly what to do and when to do it.

Using the AED means following calm, clear instructions

It’s simple to use an AED.

Once you open the device, it turns on automatically. Then Life Guidance acts as your personal coach, guiding you through a cardiac emergency with a simple, step-by-step process. A calm, clear voice walks you through the entire rescue at your own pace.

You don’t need to worry about hurting anyone. Whether the victim is a man, woman, or child, sensors assess and automatically deliver the right therapy, at the right time.
Replacing HS1/OnSite/Home pads cartridge
Replacing HS1/OnSite/Home pads cartridge

Watch this video to find out how to set up and maintain your OnSite AED. Other AEDs vary slightly but all Philips AEDs have simple, clear instructions telling you what to do.

Contact us

Technical support: 1-800-263-3342

Email: aedsupport@philips.com

If you received a letter regarding the HeartStart FRx, HeartStart Home or HeartStart OnSite recall, click here for more information.

AED frequently asked questions

AED FAQs

What is a sudden cardiac arrest (SCA)?
What is a sudden cardiac arrest (SCA)?

SCA is a sudden and unexpected abnormality of the heart’s electrical system which causes the heart to stop beating normally. When one occurs, blood stops flowing properly and the person collapses. The only way to restore their heart rhythm is by administering a shock immediately. Anyone can deliver the shock using an AED.
Is an SCA the same as a heart attack?
Is an SCA the same as a heart attack?

No. A heart attack (myocardial infarction) occurs when the heart’s blood supply is reduced or blocked. The heart muscle becomes injured or may start to die. During a heart attack, the victim is conscious. In fact, the victim may complain about symptoms.

An SCA is an electrical problem in the heart which causes the heart to beat in an irregular, inefficient manner. Since the blood can’t circulate to the brain, the victim passes out.

A heart attack victim has a pulse but an SCA victim does not.

You don’t have to remember these distinctions. When the AED instructs you to put the pads on the victim, it will sense the heart rhythm and determine the best steps to take, giving you guidance all along the way.
What is defibrillation?
What is defibrillation?

Defibrillation is giving an electric shock to the heart. The shock resets the heart’s electrical system and allows a normal heart rhythm to return.

An automated external defibrillator (AED) is a device that delivers that shock. It analyzes the heart rhythm and if necessary, provides instructions on how to deliver it.
When should I use an AED?
When should I use an AED?

If a person collapses or loses consciousness, and either doesn’t have a pulse or isn’t breathing properly, you need to intervene. Even if he or she is gasping for breath or having seizures, if the person is unconscious, use the AED.

Don’t worry about diagnosing the victim correctly. The Philips AED will analyze the heart rhythm and tell you to deliver a shock, if and only if the victim needs it. All you need to do is open the AED and follow the clear, calm voice instructions. You’ll be told how put the pads on the victim so the machine can detect the heart rhythm.
How do I know how to use an AED?
How do I know how to use an AED?

Philips AEDs are designed to be very simple to use. Once you open the AED, a clear, calm voice walks you through the entire rescue process as you do it—at your own pace. The device can tell what step you’re on and will adjust its instructions accordingly.

The most important thing you need to do is act. If there is an AED nearby, find it and open it. The heart needs to be restored to a normal rhythm within 3 – 5 minutes for the best chance of survival.
Can I hurt someone?
Can I hurt someone?

No, not if you follow the instructions from the AED. AEDs are designed to help people whose hearts have stopped working effectively. If the AED instructs you to deliver a shock, the person you are helping is already clinically dead. Your actions can only help. You may be able to restore a healthy heart rhythm.
What if I do it wrong?
What if I do it wrong?

The AED is designed to tell you exactly what you need to do. It keeps pace with what you are doing and adapts its instructions so that it doesn’t overwhelm, run ahead, or slow you down. If necessary, it will repeat the prompts, rephrasing them or adding additional instruction to help you understand.
Can I shock myself using an AED?
Can I shock myself using an AED?

Not if you follow the instructions. The device will tell you the basic precautions you must take to avoid getting shocked.
Why not just wait for professional responders to arrive?
Why not just wait for professional responders to arrive?

The best chance to survive a sudden cardiac arrest is if the person is shocked within 3 – 5 minutes. Often, emergency responders can’t arrive within that small time frame.
Do I need to get training to use an AED?
Do I need to get training to use an AED?

Philips AEDs are designed so that anyone can use them immediately. However, training is still a good idea. The more familiar you are with the signs of a SCA and the use of the AED, the more likely you are to be calm and helpful in an actual emergency.
Which is better—performing CPR or using an AED?
Which is better—performing CPR or using an AED?

Cardio pulmonary resuscitation (CPR) is one way to help a victim of SCA. It uses chest compressions and may include rescue breathing.

Both cardio pulmonary resuscitation (CPR) and AEDs have a role in saving lives. Performing either is better than doing nothing. Using both CPR and an AED gives the victim an even greater chance of survival.
Where can I get CPR and AED training?
Where can I get CPR and AED training?

There are a number of national organizations that have CPR and AED training. Contact them to find what is available.
American Heart Association: http://www.americanheart.org
American Red Cross: http://www.redcross.org
CPR Anytime: http://www.cpranytime.org
Emergency Care and Safety Institute: http://www.ecsinstitute.org
MedAire: http://www.medaire.com
Medic First Aid International: http://www.medicfirstaid.com
National Safety Council: http://www.nsc.org
Are there liability risks?
Are there liability risks?

Liability is a valid concern for program administrators and potential rescuers.

Automated external defibrillators are designed to be safe and very easy to use. Additionally, if a person in cardiac arrest is not treated quickly with a defibrillator, it is unlikely that they will survive.

Philips recommends that you understand your local laws and consult with your legal counsel regarding specific laws or regulations in your area.

Owning an AED

Do I need to perform maintenance my defibrillator?
Do I need to perform maintenance my defibrillator?

Philips AEDs are self-monitoring. They perform regular self-tests to make sure that everything is working.

However, there are 2 parts that need regular replacement—the pads and the battery. The device has reminder lights to help you remember. In addition, each AED comes with a sticker reminder system.
Are there any rules about who can own an AED?
Are there any rules about who can own an AED?

Anyone can own an AED. For help selecting the correct one for your business or organization please work with your local representative. If you would like a Philips representative to contact you, click the button above and submit the form or call 800-453-6860.

Buying for an organization or business:

Where should I place my AED(s)?
Where should I place my AED(s)?

Place your AEDs in visible, accessible places. Choose locations that increase the chances of getting the AED to the person having an SCA in less than three minutes. Elevators, cafeterias, and reception areas are all good locations for AEDs.

Philips representatives can help you determine how many AEDs are recommended for your organization and where to place them. If you would like a Philips representative to contact you, click the button above and submit the form or call 800-453-6860.
What do I have to do to maintain an AED program?
What do I have to do to maintain an AED program?

It’s important to do a weekly or monthly visual inspection of all your AEDs. In addition, the pads and batteries will need regular replacement. Philips has tools to help you track and manage these routines.
Do I need to train my employees?
Do I need to train my employees?

While AEDs can be used without any prior experience, your program will be more effective if you have people who are trained and comfortable using an AED.
Where can I get advice about setting up an AED program in my organization or business?
Where can I get advice about setting up an AED program in my organization or business?
The American Heart Association recommends the following key elements for a successful lay rescuer program:

Planned and practiced protocol response under medical direction

Ongoing AED/CPR training of anticipated rescuers

EMS system link

A plan for AED maintenance and program quality improvement

AED support and service