Wellness Plus FAQ

Admin Dashboard

Q: How do I create a Support team account?

Answer: A support team account is created by an Organisation Admin, Facility Admin, and Department Admin using email and phone number. Please note that you can create only one account using the same email/phone number.

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.

Support Team Dashboard

Q: Can I schedule 2 exercises in the morning on the same exercise group?

Answer: You can only schedule 2 exercises daily in the Same Exercise Group; 1 in the morning and 1 in the evening.

Q: Why are there no users in my profile?

Answer: Users are assigned to their respective support team members by an administrator once they have completed their onboarding process. You will then be able to view those users assigned to you.

Q: What is the User overview page?

Answer: In the “Users” panel, you will be able to see an overview of all the users under you. Users are arranged by alert level severity and medical Condition,  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 geolocation, medication adherence, and schedule would be under the individual user page.

Q:  What are Key Parameters?

Answer: The Key Parameter column displays a summary of the user’s health condition and improvement. You can view the details of the user’s self-reported conditions by hovering your cursor over the dot.

Different colors of the numbers will help you to identify if the numbers are within/outside the normal range; green being within the normal range, and red being outside the normal range.

Different directions of the arrows will help you to identify if the condition is in a good trend or bad trend. The arrow pointing up shows improving condition, arrow pointing down shows worsening condition.

Q: How many medication/s can I schedule for my user/s?

Answer: There is no limit to the number of medications that can be scheduled for users. Medications scheduled should be based on the prescriptions given to patients and after users have been advised on the dosing regimen, possible drug interactions, and side effects.

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

Answer: Clinician / Support Team Member (STM) cannot view user replies, resulting in a one-way communication channel from the STM perspective. Text messages can only be sent and received by the uLink Account (24x7 Monitoring & Escalation Account).

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. 

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

Answer: In the Patient Overview page you can select the patients that 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, Body measurements, Vital Signs, Date of assessment, 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 user'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.

In the Analysis section, click the three dots on the right-hand side of the wellness score to edit targets, the targets page will open and you can adjust the value for individual metrics.

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

Q: Can I change the target values for the wellness score?

Answer: Yes, The ranges set by default are reference ranges used as a general marker. Depending on the patient, you can adjust the target values. In the Analysis section, click the three dots on the right-hand side of the wellness score to edit targets, the targets page will open and you can adjust the value for individual metrics.

Q: What is schedule management used for?

Answer: Based on the day’s overview and the analysis report, If required then support team member can schedule Medication and Specialised Nutrition for the user.

Apart from medication, the schedule also allows you to set reminders for staying hydrated, reporting symptoms at specific times per day, or exercise and rest.

These reminders are set in place to help nudge the user to perform the required logs. These logs will help the user better track the development of their symptoms and help you better understand how they are progressing in their recovery.

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 use the CLH 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 seconds to sync your data to your Fitbit app. It takes approximately 30 minutes to update the ConnectedLife 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.

Q: Why is my location being tracked consistently?

Answer: There is a feature within the app that uses background location consistently, I believe that this is the reason that the app is consistently running. This feature is a specific feature for cohorts under quarantine (a COVID quarantine usage for example) or patients with dementia. The feature is used to geofence users and alerts their care teams when they stay out of geofenced locations.

To switch off the location features please follow these steps:

• Open Wellness plus CLH app
• Go to Profile
• Select My Profile
• Switch off the Geolocation Address
• Switch off share your location

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 Plus app?

Answer: The Wellness Plus 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: 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 wearable device for the same account?

Answer: No you can only have one wearable 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 wearable 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 is a DPTM-certified company that 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 care 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 Wellness Plus?

Answer: If you already own a Fitbit watch you can simply download the Wellness Plus application and log in with your Fitbit account. After you authorize the Wellness Plus 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 Plus 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 the difference between Primary STM and Secondary STM?

Answer: Users can select only one Primary support team member and as of now, there are no limitations to adding Secondary support team members under the same facility. Users can change Primary support team members from the user app and Secondary support team members can not add or change from app user.

From the microsite, users need to fill in Primary support team members to onboard themselves as a user. Primary support team members are vital to an assigned user. In that case, there is no option for secondary support team members to onboard a user.

Primary support team members can invite users. Secondary support team members can assign some users in the dashboard to their secondary support team.

The primary support team can edit Customised widgets for mobile whereas the Secondary support team members can not.

Primary support team members can fill out the Personalised Health Status Questionnaire whereas Secondary support team members do not have access to the Personalised Health Status Questionnaire. 

Overall, Primary support team members are mandatory for each user whereas Secondary support team member is optional.

Q: Why should we know about the user’s racial origin?

Answer: Understanding both race and ethnicity is crucial in healthcare, as they may influence susceptibility to certain diseases. Race primarily pertains to physical traits, while ethnicity relates to cultural upbringing and associated factors. By considering both, doctors can enhance their ability to assess and deliver optimal medical care tailored to individual needs.

Q: Why I cannot see an onboarded user from my Facility/Department/Support Team Account?

Answer: If you can't find the user in your Facility/Department/Support Team, it's likely because the user hasn't been assigned to your specific Facility/Department/Support Team. It's important to ensure that the Department is aligned with the same Facility where the Support Team Member is assigned. This alignment is crucial for proper visibility and coordination.

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.