Patient Experience +Go Service Level Follow
Vivify +Go is designed for patients to use their own mobile device to easily navigate through care pathways, biometric measurements, and educational content related to their health condition. The Vivify +Go solution can be used on most connected smart phones. The Care Team can customize certain text messages and screens in the Vivify +Go solution.
Vivify Pathways +Go liberates remote care from the “one size fits all” constraints of early population health programs. Now you can take care to a whole new level for every patient population – on the devices they use every day.
- Enroll patients at any risk level – from a joint replacement patient to the parents of infants in the most vulnerable stages of recovery.
- Your brand, your care plans – choose from more than 75 disease-specific, yet easily modified care protocols, then add your own branding to build your visibility and reputation.
- Technology barriers removed – interact with patients on the devices they already know and are comfortable with.
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In this article |
App Installation
iPhone
Android
Enrollment
When enrolling in the +Go service level monitoring program, the patient's experience will differ based on the version of +Go that the Care Team member assigned them. The +Go program is available with a downloadable app or a web app in the patient's smart phone browser.
- +Go Engage – Allows the patient to complete engagement pathways only.
- +Go Guide – Allows the patient to self manage with little to no clinical intervention. Virtual visits and Bluetooth connected devices are NOT included.
- +Go Monitor – Allows patients to manage their health with the assistance of their clinical team. Virtual visits and Bluetooth connected devices are included.
Invitation Text Message
The +Go patient is sent an invite text message when enrolling in the Care Team Portal. This text message contains the web link (URL) that allows the patient to access the Vivify download page. If the patient is using the web app, the link will open the program in their phone's browser. The text in the message URL is configurable.
If the patient doesn’t click on the first invite link, they receive a reminder link two hours later.
Hi {first name}! Welcome to Vivify Health's Connected Care program. Reply STOP at any time to stop. Msg/data rates may apply. Tap the link to start. {link}
Patient Confirmation
After the patient downloads the app, the patient enters their phone number or email. If the patient enters a phone number on the Get Connected screen, then the PIN is sent to their phone. If the patient enters an email address on the Get Connected screen, then the PIN is sent to their email. If the patient enters both an email address and a phone number, then the PIN is sent to both the patient’s phone and the patient’s email. The PIN number allows the patient to begin the program. Creating a password is an optional step and will only appear for the patient if enabled.
Patients will receive a text message that is configurable.
For example, Hello {FirstName}, your PIN is {Pin}.
PIN Authentication
The system generates a unique PIN number that is sent to the patient, so they can be authenticated.
Once the patient uses the PIN to log in to the app, the PIN is then expired in the system and will be regenerated the next time the patient logs in. When a PIN is unused, it expires after two minutes. If the patient does not receive the PIN or needs it resent for another reason, they have the option to select Resend PIN. The PIN will then be resent to the email or phone number that was entered on the Get Connected screen. The PIN number for the patient is visible on the Patient Header in the Care Team Portal.
For the web version of the +Go app, patients can be validated using their date of birth. This is a system setting, and it will only apply if it is configured for the patient’s portal. This form of validation does not apply for the downloadable version of the app.
Password Authentication
After a patient is validated with a PIN, then they can go through the process of setting up their password. The password requirements appear on the screen, so the patient knows what the requirements are and if they have met them as they type. When the patient is typing their password, they have the option to show the typed password. If they don’t use this option, then the values they type will be hidden for extra security. Password authentication is a configuration and it can be enabled or disabled by portal based on customer requirements. PIN validation applies to all patients regardless of the password validation configuration portal settings.
NOTE: Password resets expire after 24 hours and CTM does not have to approve password resets. There is no way for patient to see the EULA after they have opted in. The CTM could get the EULA from the BYOD configuration>EULA. This is configurable at the program level so they would want to look for one defined for the patients program.
Program Participation
Biometric Feedback, Health Tips, and Educational Content
Depending on their health population, the patient will receive customized content for their condition. For example, patients with Diabetes may be asked to take their blood sugar readings and receive educational content about physical activity and healthy eating.
Pathway Due Text Message
A reminder text message is sent when the patient’s health session is due. If the patient has not completed their health session within two hours, the same Reminder Text is sent to the patient. The information in the reminder text message is configurable.
Hi {First Name}! It’s time for your {program} check-in. Select the link below to open the Vivify Health app to complete it. {URL}
+Go Features
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.
Devices and Pairing
Depending on the patient’s assigned medical conditions and their assigned service level, they may use Bluetooth connected medical devices during their monitoring program. The following devices are supported:
| Supported Device | Device Image |
|---|---|
|
Glucose Meter: Contour Next One |
 |
|
Blood Pressure Monitor: Welch Allyn |
 |
The patient pairs the device by holding the power button down until a flashing Bluetooth symbol appears, which means the device is in pairing mode. The patient completes this process with the app open to the Pair Blood Pressure screen. The patient doesn’t need to go into the phone’s Bluetooth settings to pair the device as the pairing is done within the app.
Once the device has been paired, the patient will see a success message showing that their device has been paired.
Push Notifications
When the app is installed for the first time, it will ask for permission to enable push notifications. Push notifications allow messages to appear on your device, such as you have an incoming call request or your pathway is due.
Enabling notifications on an iOS device
If notifications were disabled, you can enable them in the phone settings.
- On the home screen, tap Settings.
- In the Settings menu, tap Notifications.
- In the Notifications menu, tap Vivify Health.
- Tap Allow Notifications.
Enabling notifications on an Android device
If notifications were disabled, you can enable them in the phone settings.
- On the home screen, tap Settings.
- In the Settings menu, tap Notifications.
- In the Notifications menu, tap Vivify Health to allow notifications.
Frequently Asked Questions
When downloading the app, will I be prompted for payment? Is this app free of charge?
The Vivify Go app is free of charge. The app store on your phone may require billing information to download apps, but this app will not process credit card information or charge you for downloading or participating.
Why does the Vivify Go app ask me to share my location?
If you are using an Android phone, the app asks for you to share your location due to the pairing of biometric Bluetooth devices. If you will be pairing biometric devices provided by your Care Team, tap Allow or the pairing functionality will not work properly. Not all pathways require the use of biometric Bluetooth devices. For more information about your program and devices, contact your Care Team.
Why am I being asked to enable the camera?
The app will ask you to enable the camera for the Virtual Visits feature. A Virtual Visit allows the patient and the Care Team member to video chat. When the Care Team initiates a Virtual Visit with a patient, the patient always has the option to accept or deny the call.
If you don’t have a service level with Virtual Visits, then having the camera enabled is not required; however, it is recommended that access is granted in case your service level is changed in the future.
When receiving text alerts through the app, will there be a text message fee?
Text messaging and data rates may apply for text messages. DO NOT REPLY to text messages as these are informational only. Contact your phone service provider for more information about your messaging plan.
After I download the app, how much data will it use from my data plan?
The level of data used for the Vivify Go app depends on the remote care program in which you are participating. Some pathways have educational content and health tips in video format, which require more data usage than the standard pathway images and biometric entries. Most pathways will require only a small amount of data usage for participation.
If you are concerned about data usage, consult your Care Team about your program content.
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