Wellness FAQ

Admin Dashboard

Q: How do I create a support team account?

Answer: A Support team account is created by an administrator using your email and phone number. You will receive an email with a temporary password to complete your log in and have access to the dashboard.

Q: What is OTP and why do I need that to log in to the dashboard?

Answer: OTP is a one-time password that is needed for access to the dashboard. An OTP will be sent to your registered Email and/or mobile number when you log in.

Q: Why are there no users in my profile?

Answer: Users are assigned to their respective Support Team Members (STMs) by an administrator once they have completed their onboarding process. The Support Team Members (STMs) can be able to view those users assigned to them.

Q: If the user sends a message using the app, will the clinician be able to see it on the dashboard?

Answer: In Wellness, the user cannot send any message from the App, but can view the Message sent by Support Team Member. 

Q: Why my user/s are not able to see their exercise  schedule/s?

Answer: The user will need to click the “Accept Challenge” button to accept the respective schedules set by the clinician.

Q: How do I send broadcast messages to users?

Answer: In the User Overview page you can select the users that you want to send a message to and scroll to the bottom of the page to see the broadcast message feature.

Support Team Dashboard

Q: What is the User overview page?

Answer: In the “Users” panel, you will be able to see an overview of all the patients under you. Users are arranged by alert level severity, with the users displaying the highest alert type at the top of the list.

Each user has a detailed page that you can view to see details on a more individual level. Features such as wellness score, wellness track logger, and schedule would be under the individual patient page.

Q:  What does Overall Compliance represent?

Answer: The Overall Compliance column displays a summary of the user’s daily schedule adherence. You can view the detailed schedule of the user by hovering your cursor over the dot.

Different colors of the numbers will help you to identify if the percentage is in a good or bad range. Green being range of 61%-100%, yellow being 41%-60%, orange being 21%-40%, red being 0%-20%.

Q: What can I do / See on the individual user page?

Answer: In the user overview page you can select the users whom you want to send a message to and scroll to the bottom of the page to see the broadcast message feature. You can also view the patient's info, Onboarding Readings, Overview, Analysis, Challenges, and Documents. 

Q: What is the small watch icon near a metric on the overview section?

Answer: The watch icon next to a metric represents data that is collected from the patient’s Wearable device.

Q: How do I see more detailed information about a particular metric?

Answer: Clicking the box icon in the right-hand corner of a metric will expand the metric to provide more detailed information.

Q: What is the Wellness Score?

Answer: Wellness Score means how well you are. It can measure the overall health condition. The wellness data is retrieved from the activities recorded via the Fitbit device and the information entered by the individual. This assessment can help show us early signs of anything that needs attention. It shows the long-term wellness score based on users' daily data.

Wellness score data is gathered from the wearable device. The wellness score provides an insight into your well-being and potential health risks highlighting any areas you need to work on to improve. Each health and wellness parameter we capture is compared to a reference range. Where you sit on this reference range indicates a healthy or unhealthy contribution to your wellness score. The level of this contribution is based on published scientific research that has assessed longitudinal risk to your health based on each parameter.

You can check the wellness score from the Analysis page from the CLH App.

Q: What are Challenges used for? 

Answer: On the Challenges screen, you will find an overview of your ongoing and completed challenges and the challenges you have been invited to participate in. 

Q: Can I upload documents for the user?

Answer: Yes, you can upload documents for the user and allow them to view the documents through the application. The users can also upload documents for your review and storage.

Q: How do I refresh the data shown on the dashboard?

Answer: On the right side of the dashboard, there is a refresh icon. Please click this button to refresh the dashboard and refreshed data will be displayed. Please avoid using the browser refresh button as this can cause the dashboard to log you out of your account.

Mobile App

Q: Why do I need to use my Fitbit ID to log into the app?

Answer: We require your Fitbit ID and authorization to sync your Fitbit wearable data with our dashboard and application to provide a complete and centralized experience through our platform.

Q: How long does it take to sync my Fitbit data to my app?

Answer: As long as you have data services available, it will take only a few moments to sync your data to your Fitbit app. It takes up to 30 minutes to update the wellness app with the latest Fitbit data. 

Q: Do I need to sync my data daily?

Answer: Yes, syncing daily allows the platform to provide you with up-to-date scores and information for yourself and your care team.

Q: I can't see any data or information on my app.

Answer: Syncing daily allows for the platform to provide you with up-to-date scores and information for yourself and your care team.

Please follow the instructions below to reestablish your connection to the Fitbit app

*Step by Step Instructions on how to Log Out/In of the Wellness app*

1) Click on the Wellness App.
 2) Select “Profile” located at the bottom right-hand corner.
 3) Select “Logout” located at the bottom of the screen.
 4) Click “Logout”.
 5) Click “Log in” at the bottom of the screen.
 6) Click “Continue” to allow login
 7) Enter your “login credentials” email address and password.
 8) Check “Allow All” data to be collected/shared with Fitbit (Only Specific Phone models might have this step) & Click “Allow”
 9) Login successful.
 10) Click “Agree & Continue” (Only Specific Phone models might have this step)

Completed. 

Q: The Analysis page does not show any information.

Answer: Restart the app. Close the app and remove it from the background running.

Q: Where can I download the Wellness App?

Answer: The Wellness app is available for download from the Apple App Store and Android Google Play Store.

Q: Can I request access to my data held by Connectedlife?

Answer: You can contact support.data@connectedlife.io or 9145 1576 to request access to your data. You are required to submit evidence of your identity for verification purposes before the request can be processed.

We reserve the right to refuse to provide you access to personal data in the case of exceptions as stated in the Fifth Schedule of the PDPA.

Q: What is the Wellness Score?

Answer: The Wellness Score, calculated using scientifically validated hazard ratios and established risk factors, utilizes Fitbit data, self-logged metrics, inputs from vital signs monitoring, and AI tools to provide details of an individual’s health and wellness aspects.

Q: How do I interpret the Wellness Score? When should I be concerned?

Answer: A message is available together with the Wellness Score to let you know how you fare as compared to others in the same demographic group as yours. Should your Wellness Score deviate substantially from those in your demographic group, you will be alerted by this message.

Q: Is my Wellness Score updated in real-time?

Answer: It is updated as soon as data is synced.

Q: Why is my Wellness Score the same even after I had new inputs?

Answer: Please ensure your Fitbit data has been synced.

Q:  Do I have to keep my app logged in all the time?

Answer: Yes.

Q: What happens if my phone battery goes flat? What will happen to my data?

Answer: It will be uploaded as soon as the data is synced again.

Q: What does the 'Wellness Team' mean?

Answer: It can be the team of administrators (or clinicians) monitoring the overall population health and responsible for assigning challenges to the participants.

Q: How do I know if I have any abnormalities in my health signs?

Answer: You can see from your Wellness Score how it differs from those in the same demographic group as you. You can view what the negative contributors to your score are and find out more there.

Q: Can I use more than 1 device for the same account?

Answer: No, you can only have one device synced to your account at one time.

Q: Is my data protected?

Answer: Yes, your data is protected.

Q: What data is being collected?

Answer: Data from your Fitbit device and any manually input data is collected through the platform. A full list of data points collected can be requested by emailing support.data@connectedlife.io
Any data collected requires your consent and approval before any data collection occurs. This occurs during the onboarding of the program.

Q: How is it being kept secure?

Answer: ConnectedLife Health ensures that all data is kept secure and managed with the strictest confidence. There are technical components such as data encryption and secure storage as well as access controls to ensure that data remains secure at all times.

Q: Is my data in the app identifiable?

Answer: Data in your app is only identifiable to you and your registered support team member. You can at any time revoke access or request for removal of your data from our systems by contacting us at support.data@connectedlife.io

Q: Who is my data shared with?

Answer: Your data is only shared with your Registered support team member and with service providers to provide tools such as billing and maintenance. Your data may be used in an anonymized fashion to generate population metrics and trends.

Q: What if I already own a Fitbit Watch? How do I make it work with ConnectedCare?

Answer: If you already own a Fitbit watch you can simply download the Wellness application and log in with your Fitbit account. After you authorize the Wellness application to pull your Fitbit data, the connection will be established automatically.

Q: What happens if I get a new Fitbit Watch or Phone during the program?

Answer: If you purchase a new Fitbit watch, please pair and connect your new watch to your Fitbit account, Doing so will link your Fitbit watch to the Program as the connection has already been established. If you purchase a new Phone, please ensure you download the Fitbit application and the Wellness application and go through the login process as before. Your data and accounts are already active and just require you to log back into the application.

Q: What is ELA?

Answer: ELA stands for Evaluation License Agreement. It is a formal arrangement that allows prospective users of the ConnectedLife platform to access and evaluate the platform's features and functionalities. Under an ELA, users are granted temporary permission to use the platform for a specified period, typically for evaluation and testing purposes. This agreement ensures that users have the opportunity to thoroughly explore the platform and receive initial user training, enabling them to make informed decisions about its suitability for their needs before committing to a full license.