Call Requests (Go Service Level)

The type of features available to the patient depends on the service level assigned. All three service levels include engagement pathways, an app (web or mobile), and educational content. The Guide and Monitor service level have additional features, such as trending, technical support, messaging, connected devices, and virtual visits.

Call Requests

When the patient selects Request a Call, a screen appears providing patient information about the call request. The patient has the option to ask a question or state a concern (maximum 250 characters).

Call requests appear as an alert on the patient header, where the Care Team member can take action to respond to the request. If the patient changes their mind about speaking with a Care Team member, they can cancel the call, which will remove the alert from the patient header. Call requests also appear on the Patient Monitoring tab until the request is addressed, and then it is archived in Audit>Patient History>Alert History and Audit>Patient History>Profile History.

Virtual Visits

Patients can request a virtual visit (video call) with their Care Team using the phone icon (). A virtual visit allows the Care Team member to see the patient using the camera on their phone.

Patient Messaging

Patients can send messages to their Care Team using the message icon (). The messaging function is not real-time. New message notifications in the patient header appear within 60 seconds of being sent by a patient. The Care Team can send a message to the patient by clicking on the message icon in the patient header.

Trend Data

Patients can view how their biometric entries have changed over time using the trend icon on their device. The data is available in Grid and Graph format with Daily, Last 7 Days, and Average data for Blood Glucose and Blood Pressure.

Resource Library

Resource tiles appear when the patient selects the resource icon ( ). Tiles contain content such as videos or articles that are specialized for the patient's condition. For example, a patient in the Diabetes population may have videos for diabetes medications and wound care along with articles about stress eating and activity.