HealthLoop FAQs

You can change your GetWell Loop account password at any time with the following steps:

Go to the GetWell Loop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your registered username and currentpassword.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Under the "Login" section, enter your current password in the top field to proceed to setting a new password.

Enter your new password to meet the following password requirements:

A minimum of 8 characters

At least 1 uppercase letter

At least 1 lowercase letter

At least 1 numbercharacter

Cannot be any of the 5 most recent passwords you've used before

After meeting the password requirements and typing 2 matching passwordscorrectly, you will see green checkmarks next to your new password. Click the "Save" button to save your new password.

Be sure touse your new password the next time you log into GetWell Loop!

If you are letting your password auto-fill, you will need to update your auto-fill settings each time you changeyour password.

By answering a few questions in GetWell Loop, you can let your doctor and care team better understand your progress and how you are feeling throughout your care.

There are two ways to check in:

Click the blue "Check In" button inyour GetWell Loop Check Inemail. This will open up the HealthLoop app or website, and you can answer the questions directly. You are sent GetWell Loop email notifications when there are new check in questions available.

https://app.healthloop.com/

Log into GetWell Loop at. You will see a red "Check In" button on the profile header. Click this button to answer the pending questions.

If you are seeing theblue screen below,you may be using a device or web browser that does not support GetWell Loop. We highly recommend using a computer withthe latest version of Chrome or Firefox as your internet browser to reduce the potential of incompatibility issues. You can also try using the mobile version of Chrome or Firefox on your mobile device if you do not have access to a computer.

Your GetWell Loop account password must consist of the following:

A minimum of 8 characters

At least 1 uppercase letter

At least 1 lowercase letter

At least 1 numerical character

If you are resetting your password, you will not be able to reuse any of the 5 most recent passwords you've used before for security reasons.

Activation Email

You will receive a GetWell Loop activation email from your doctor's office titled "Important pending information for you." This email will includea link for you to activate your account.

Click the blue "Activate" button to be redirected to a website to activate and createyour HealthLoop account.

https://app.healthloop.com

Verifying Date of Birth

The first step is verifying your identity by enteringyour date of birth.

Enter your date of birth by clicking on each field and entering the correct month, day, and year values.

After you've entered your date of birth, click the blue "Next" button.

Note: When entering your date of birth, please be sure to use the following format: MM/DD/YYYY

Tip: If you are having trouble while activatingyour account though a mobile device, we recommend using a computer with Chrome or Firefox as your browser to prevent incompatibility issues.

Password

Nextyou will create your password for your GetWell Loop account.

Note: It is very important to remember your password! GetWell Loop does not store or have access to your password. If you forget your password, we will be unable to retrieve orsend you the original password you created.

Enter your new password to meet the following password requirements:

A minimum of 8 characters

At least 1 uppercase letter

At least 1 lowercase letter

At least 1 numbercharacter

Retype your new password and make sure the green checkmark appears.

Click the checkbox to agree to the Terms and Conditions.

You may view the Terms and Conditions by clicking the blue link.

Click the blue "Next" button to proceed.

At this point, your account is activated! You are now able to log in directly to the GetWell Loop website at with thepassword you just created.

Preferences (Optional)

This section allows you to update your preferences regarding how your name is displayed and mobile phone text notifications.

Preferred Name

You can personalize your GetWell Loop account by adding your preferred name. You can leave this field empty, or you can enter a preferred name. This is how your name would be displayed to your care provider.

Mobile Phone and Text Notifications

You can enteryour mobile phone number here to add it to your contact information, or you can leave this field empty.

If you would like to receive text notifications in addition to email notifications whenever your care provider sends you updates or reminders, please click the checkbox.

Click the blue "Next" button to proceed.

Upload your photo (Optional)

To personalize your GetWell Loop profile, you can add a profile photo. This photo will appear next to your name in your Activity Feed.

If you'd like to add a profile photo, click the pencil icon on the upper right corner.

Select your desired image file you'd like to use as your profile photo.

Click"Open" to attach the file. It may take a minute or two to load.

Click the "Save" button to save your new profile photo.

Click the blue "Finish" button to proceed to your account.

GetWell Loop is a patient care and education tool that allows care teams to send helpful instructions, education, and reminders to their patients. GetWell Loop accounts are created when requested by partnering doctors and hospitals. Please contact your doctor's office or hospital directly to confirm that they are currently working with GetWell Loop and if they would like you to use GetWell Loop as part of your medical care.

After we receive the request from your doctor or hospital, a GetWell Loop activation email will automatically be sent to you closer to your procedure date.

If your scheduled procedure is more than a month away and you haven't received an email yet, don't worry! An activation email will besent within a month of the procedure date.

If you are scheduled for a procedure that is coming up in the next two weeks and you have not received a GetWell Loop activation email, please contact your doctor's office or hospital and ask that they send GetWell Loop the information required to enroll you.

Tip: To ensure your GetWell Loop activation email is sent to your preferredemail address, please verify that your doctor's office has your correct and preferred email address on file.

GetWell Loop is a free service that may be offered to patientsby theirphysician or hospital to enable care teams to stay connected with patients through theirsurgical journey or episode of care. HealthLoopuses technology in a user-friendlymanner to bring patientsand theirhealthcare teams together, providing a new level of care.

Patients are invited to use GetWell Loop by their physician or hospital, and are then sent an activation email. Afteractivating, patients are able to use a computer or smartphone to connect with theircare team. GetWell Loop providesautomated guidance and reassurance, helps organize what to do and when to do it, and tracks patients' progress. All this is without having to pick up the phone.

Ask your doctor about GetWell Loop today!

Your physician may send you online questionnaires from time to time in order to measure and improve quality of care. These surveys are time sensitive and are sent at a specific time and time windowin relation to your procedure date.

If you receive the error message, "The timeframe for taking this progress assessment has passed," upon clicking the survey link, this means that the survey timeframe has ended. You may therefore disregard this survey.

You may receive a similar survey in the future, so please complete it as soon as you receive the email notification since your responses help your physician measure care resultsand establish quality performance metrics.

GetWell Loop Technical Support is available for all GetWell Loop users. Technical Support is intended toprovide users with help in solving common issues andanswering questions about your GetWell Loop account. It is not intended for clinical care relatedquestions, and submissions will not be reviewed by your doctor's office or medical professionals.

There are 2 ways to request help with your account:

Support Widget

Email

Support Widget

For your convenience, you can submit a technical support request while you are on the GetWell Loop site.

Clickthe gray "Support" button that is shown on every page of the HealthLoop app ( https://app.healthloop.com ). The button is located at the bottom right corner of the screen, and isvisible on most browsers.

click here

After clicking the "Support" button, please provide the following information in the contact form:

Your name

Email address associated with your account

Your doctor's name or clinic name

Describe the issue you are experiencing, andtry to be as specific as possible. Please do not include PHI (protected health information).

If you would like to request a phone support call, please provide a phone number to best reach you and several time slots that fit your schedule.

Scroll down and check the checkbox to acknowledge that your submission will not be received by your doctor's office.

(Optional) Add relevant attachments to your technical support request. Screenshots of the issue or error messages you are seeing can help the GetWell Loopsupport staff quickly investigate your issue.Please do not include PHI (protected health information).

Click "Send" when to submit your request.

Tip: If you cannot click the "Send" button, remember to scroll down within the Contact Form andmake sure all required fields are completed. These fields will be highlighted in red.

Support email

You may also submit technical support requests to our support email: [email protected].

From your email client, include the following informationin your email:

Your name

Your doctor's name or clinic name

Describe the issue you are experiencing, andtry to be as specific as possible. Please do not include PHI (protected health information) like any of your symptoms, medical questions, etc.

If you would like to request a phone support call, please provide a phone number to best reach you and several time slots.

(Optional) Add relevant attachments to your technical support request. Screenshots of the issue or error messages you are seeing can help the GetWell Loopsupport staff quickly investigate your issue.

Note:As with any email correspondence, keep in mind that this is not a secure communication channel and information shared via an email is subject to security risks.

To learn more about GetWell Loop Technical Support, .

GetWell Loop is an online patient education tool, and you will receive email notifications when helpfulinstructions, important education and timely reminders are available to keep you on track with your episode of care.

If you would like to stop receivingemail notifications, you can change your email preferences.

If you would like to opt out of HealthLoop and close your HealthLoop account, follow the steps below:

Go to the HealthLoop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your GetWell username and original password.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Scroll down to "Email Preferences" section.

Click the blue link, "Opt out of all messages and close Loop."

The followingpop up window will appear. Click the red "Confirm" button if you would like to close your care plan.

Note: GetWell Loop is an important part of your care. If you close your account, you will no longer be able to log in and your care teamwill not be able to send you educational materials via GetWell Loop. We recommend informingyour doctor's office so they are aware you will not be using GetWell Loop.

GetWell Loop Technical Support is available for all GetWell Loop users. Technical Support is intended toprovide users with help in solving common account issues andanswering questions about GetWell Loop features.

The GetWell Loop support staff monitors support from 9am - 5pm Pacific Time, Monday through Friday, andwill do theirbest to respond within 1 business day.

Note: GetWell Loop Technical Support is not intended for clinical care relatedquestions and submissions will not be reviewed by your doctor's office or medical professionals. If your issue is urgent or you require medical attention, please contact your physician directly or call 911.

Examples of Technical Support topics:

Examples of Non-Technical Support topics:(Refer to doctor's office)

Error messages within the app

GetWell Loopaccount settings

GetWell Loopfeature requests and feedback

Password issues

Surgerycancellations

Disability forms or paperwork

Questions aboutsymptoms

Prescription requests

If you previously clicked the activation link in your email from GetWell Loop and went through some of the activation steps, your account may already be activated! Have youalready verified your date of birth and created a new password? If so, your account is active and ready. Additionally, you may receive a message alerting you that your link has expired.

reset your password

You can log in directly to the HealthLoop website at https://app.healthloop.com with your username and password.

If you have forgotten your password, you will need to .

If you haven't clicked the activation link and created a password within 15 days of your first GetWell Loop email or within 15 days of your procedure date, your link is expired and your loop is closed. Please reach out directly to your physician's office or hospital to request a new loop to be created for you.

Auto-fill or Auto-complete

If you areusing your browser's password auto-fill feature, you will need to manually update your auto-fill settings each time you reset your password. To determine whether your auto-fill is turned on, go to https://app.healthloop.com and checkif your email and password are already in the login fields.

[email protected]

We recommend attempting to login in manually atthis login screen. If your browser auto-populates theusername and password information, delete the information in both fields and enteryour GetWell username and password.

If you are still unable to access your account after trying a manual login, you may have to reset your password.

"Remember me"

The "Remember me" feature allows us to fill in your GetWell username for you on the login page to make signing in more convenient. If you use the "Remember me" feature, please check that your username is the correct one associated with your GetWell Loop account and that it does not contain any typos. If the username is incorrect and this feature is turned on, you will get the error message that there is a problem with your username and password.

To turn it off, uncheck the box to the left of "Remember me".

If you are not using your browser's password auto-fill or "Save Email Address" features above and you continue to be prompted to reset your password when you login next time, please contact us at .

You can change your GetWell Loop account contact informationat any time. To do so, please follow the steps below:

Go to the HealthLoop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your GetWell username and currentpassword.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Scroll down to "My Contact Information" section.

Add or update any of the desired fields including email address, mobile phone, home phone or work phone numbers.

NOTE: If you updateyour email address, please be sure to log in with this new email address going forward.

Click the "Save" button tosave the new contact information.

GetWell Loop is an online patient care and education tool. Your care team will send you email notifications when there are helpful instructions, important education, and timely reminders available for you in HealthLoop. You can change your GetWell Loop email preferencesat any time.

Go to the GetWell Loop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your GetWell username and currentpassword.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Scroll down to "Email Preferences" section.

To turn off email notifications, click the blue "ON"button.

Click the "Save" button tosave the new contact information.

Note: GetWell Loop is an important part of your care. Remember to log into GetWell Loop regularlyfor new updates, check-ins and reminders if you choose to turn off your email notifications.

To personalize your GetWell Loop profile, you can add a nickname or other name that you prefer to be called by to the "preferred name" section. Your preferred name will be displayed to your care provider and will also appear in your Activity Feed.

If you would like to add or change your preferred name, please follow the steps below:

Go to the GetWell Loop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your unique username and currentpassword.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Under"My Profile" section, click on thefield below "Preferred name."

Typethe name that you would like to be displayed in your GetWell Loop account.

Note: your legal first and last name will remain unchangedin the medical record.

Click the "Save" button to save your new password.

To personalize your GetWell Loop profile, you can add a profile photo. This photo will appear next to your name in your Activity Feed.

If you would like to add or change your profile photo, please follow the steps below:

Go to the GetWell Loop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your unique Loop username and currentpassword.

Click on your name on the top right of the screen, and select "Settings" in the drop down menu.

Under"My Profile" section, type in your preferred name in the field.

Click the pencil icon on the upper right corner of the "Upload Photo" circle image.

Select your desired image file you'd like to use as your profile photo. Use arelatively small fileand picture file type (JPEG, GIF, etc.)

Click"Open" to attach the file. It may take a minute or two to load.

Click the "Save" button to save your new profile photo.

YourGetWell Loop activation email contains a unique link for you to activate and create your HealthLoop account. This link is availableuntil you have successfully activated your account, or if you haven't activated within 15 days of your procedure or episode of care.

You will see this message if your activation link has expired:

reset your password

If you previously clicked the activation link and went through some of the activation steps, your account may already be activated! Have youalready verified your date of birth and created a new password? If so, your account is active and ready.

You can log in directly to the GetWell Loop website at https://app.healthloop.com with your email address and password.

If you have forgotten your password, you will need to .

If you haven't clicked the activation link and created a password within 15 days of your first GetWell Loop emailor within 15 days of your procedure date, your link is expired and your loop is closed. Please reach out directly to your physician's office to request a new loop to be created for you.

Signing out of your GetWell Loop Account is done through the drop-down menu in your GetWell Loop account, or automatically through a security time-out.

While logged into your GetWell Loop account, click on your name in the top right corner of the page.

Select Log out from the drop-down menu. You will be taken back to the GetWell Loop login page.

For security purposes, you will be automatically logged out of your GetWell Loop account after 5 minutes of inactivity.

You may receive important tasks from your doctor or care team. You can find those tasks on the "Checklist"tab.

The "Checklist" tab on theright hand side of the screen is a list of assigned tasks and due dates.

Be sure to complete every task assigned so that your care team knows you are on staying on track with your care.

To mark tasks as completed, click the checkbox next to the task on the list. The item will then be moved to the "Completed" section.

Tips:

To see more detail about each task, click the desired task to view the description.

If the task is not relevant to you, you can click "MARK AS IRRELEVANT FOR ME" at the lower right corner of the task.

Your doctor and care team will ask you check in questions to better understand your progress and how you are feeling throughout your care. You can view pastcheck in questions and your answers at any time!

Click any check in that you would like to view more information.

After clicking a check in, it will drop down a summary of the questions and your responses for that day.

You can also click certain question to drill down further and see the full survey question and description. If you answered this question before, you will also see a "Response history" of your previous responses and the date(s) submitted. This helps you track how you're doing over time!

GetWell Loop email notifications are sent when there are new check in questions available. If you haven't received a check in email in a few days, don't worry! Follow the steps below to find out when the next Check In date is and when your final Check In date is.

When is my next Check In?

Go to the GetWell Loop login page: https://app.healthloop.com/

Sign into your GetWell Loop account with your registered username and currentpassword.

Look for the "Check In" button on the righthand side of the profile header.

If the "Check In" button is grey, it will display the date of your next check in.

If the "Check In" button is red, your check in is ready. Click the button to answer thepending questions.

When is my final Check In?

You can see the date of your final check in on the profile header displayed after the surgery name: "Check in with doctor until: mm/dd/yyyy."

The "Save Email Address" feature allows us to fill in your email address for you on the login page to make signing in more convenient. If you turn this feature on, you will not need to enter your email address every time you log in.

To turnthis feature on, enter in your email address in the "Email" field. Click thegrey "OFF" toggle under the login fields. This will switch it to the blue "ON" toggle.

Tip: Check that your GetWell username is the correct one associated with your GetWell Loop account and that it does not contain any typos. If the username is incorrect and this feature is turned on, you will get the error message that there is a problem with your username and password.

You will always sign in to your GetWell Loop account by starting at the login page. You will need the username associated with your GetWell account and your password to access the GetWell Loop website.

Start by getting to the GetWell Loop login page. There are 3 ways to do this:

Go directly to https://app.healthloop.com.

Go to http://healthloop.com and click on Login button, which is located at the top right corner of the page.

From the GetWell Loop e-mail sent from your care team, click on the Check-in button.

Enter in theusername associated with your GetWell Loop account and your password, and then click on Sign in.

If you have entered in your username or password incorrectly, a red error message will appear at the top of the page. Please check the following:

Did you enter in the correct username address?

Does your password meet the GetWell Loop password criteria?

A minimum of 8 characters.

At least 1 uppercase, lowercase, and numerical character.

Are you letting your password automatically fill into the password box? If so, please erase the security dots that are in the password section and retype your password.

If you are continuing to have trouble, please contact the GetWell Loop Support Team.

HealthLoop Support Team E-mail: [email protected]

Click on Submit a request at the top right of this page.

The first step to activating your account is to verify your date of birth. If your date of birth is not recognized by the system, please follow the steps below:

Did you enter your date of birth correctly? Remember to click on the month, day, and year bars to enter each value

Tip: When entering your year of birth, please be sure to enter the year as a four digit entry (i.e 1960).

If your date of birth is not accepted, please contact your doctor's office or hospital before reaching out to GetWell Loop Technical Support. GetWell Loop receives your account information directly from your health care provider and there may be a discrepancy in their records.

Your GetWell Loop account password is created when you activate your GetWell Loop account. GetWell Loop Technical Support does not have access to your password and will not be able to retrieve or send your original passwordto you.

If you forgotyour GetWell Loop account password, please follow these steps to reset your password:

Go to the GetWell Loop login page: https://app.healthloop.com/

Click on "Forgot Password?" which is located above the green "Sign in" button.

Enter in the username associated with your GetWell Loop account. After you click on "Submit," a GetWell Loop reset password email will be sent to your email address.

Once you receive the GetWell Loop reset password email, click on "Reset Password" and follow the instructions on the proceeding pages.

Resetting Password Tips:

Password requirements:

A minimum of 8 characters

At least 1 uppercase letter

At least 1 lowercase letter

At least 1 numbercharacter

When entering your new password twice, please wait for 2 green checkmarks to appear before you click on "Save." If you see an error message at the top of the page, please make the necessary corrections first.

If you are letting your password auto-fill, you will need to update your auto-fill settings each time you reset your password.

Note: you will not be able to reuse any of the 5 most recent passwords you've used before.