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Support

Select the type of support you’re looking for below.

Patients

Providers

Employees & Students

For Patients

How do I sign up for Healthfully?
In order to join Healthfully, contact your healthcare provider to send you an invitation to your email or mobile phone. Once you receive the invitation link, you will be prompted to create an account using the same email or phone number that system used to send you the invite.

Note that the invitation link expires once you’ve clicked on it.

What is the sign up process?
  1. Click the invitation link sent via your email and/or phone number. Use the same email or phone number that the system used to send you the invite.
  2. Create a secure password.
  3. Verify your personal information.
  4. Complete the sign up process.

Note that the invitation link expires once you’ve clicked on it. If you need to re-start the sign-up process, have your provider re-send you a new invitation. If you’ve already signed up and want to log back into Healthfully, type app.healthfully.io on your web browser.

What internet browsers does Healthfully work on?
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari
I have already signed up, how do I login?

Go to app.healthfully.io on your phone, tablet or computer to login or our native application (iOS and Android). Enter the email or phone number where you received the invitation and the password you created during sign up.

I input my username and password and “User with provided login/password combination not found” message appears.
Please verify that you are utilizing the email or mobile phone number that the system used to send you the invitation to join Healthfully.

If you feel you have forgotten your password, utilize the “Forgot Password” link and input the email OR mobile phone number through which you received the invitation for the app.

What is my Care Team?
The Care Team is a collective group of members of providers, care coordinators, case managers, and other staff that care for you and help you manage your health.
I have been invited as a parent or guardian, where do I go?
As a parent or guardian, the invitation will come into your To Dos on your Home Screen. Log back into your account. Navigate to your Home Screen, then to To Dos. Click on the invitation. Once you complete the invitation process, you will now have access to your loved one within Healthfully.
How do I invite a family member to join my circle?
Within the “My Circle” function, you have the ability to invite someone via text message or email to access your health information.

Virtual Visits

What is a Virtual Visit?
A Virtual Visit is a video chat between a patient, their healthcare provider and other support staff within a provider’s office. Virtual Visits in Healthfully will give you access to speak to and see a healthcare provider face-to-face without leaving the comfort of your home.
Where do I access my Virtual Visit?
  1. As a patient, you can quickly access upcoming Virtual Visit Appointments in your “My Visits” section. Once you are within the visit window (15 minutes), you can join by selecting the Start Visit button from your “My Visits” section or the specific Visit Details.
  2. When you press “Start Visit.” You will then be prompted to start the video chat.
  3. Please ensure that you select allow the “app.healthfully.io to access your computer’s microphone and camera.” This will allow the video and microphone to function during the visit.
I can’t see or hear the provider(s), what do I do?
When in a Virtual Visit and you cannot see and/or hear the person on the other side, please ensure that you have sufficient internet connectivity. Video and sound quality issues are, typically, due to poor connection.

Try moving closer to the wireless router, or select another network or other means of accessing the internet.

I can hear my provider(s), but there is an echo.

There are few causes when you can hear an echo, whether your voice or someone else’s. First, assure that the volume on your device is not too high. Second, check to see if you have another Virtual Visit window open. Third, tell the provider that you hear an echo so that they can repeat the steps above. Other sound issues can often be resolved by adjusting the speaker volume and or mic volume – many problems occur when these setting are all the way up or all the way down. Try adjusting these to a middle or in-between setting.

I was disconnected from the visit.

If you get disconnected from the visit, simply log back into Healthfully and join the visit again.

My visit is over. What do I do now?

When your visit is completed, use the hang up button to close the window and you are finished. Be sure to finish any outstanding To Dos and retrieve any documentation that the provider may be sending through Messaging. After your visit, you may receive an anonymous satisfaction survey to review your experience

Providers

How do I sign up for Healthfully?
In order to join Healthfully, contact your Healthfully administrator to send you an invitation to your email or mobile phone. Once you receive the invitation link, you will be prompted to create an account.
I have already signed up, how do I login?

Go to pws.healthfully.io on your tablet or computer to login. Enter in the email or phone number in which the invitation came and password that was created during sign up.

What internet browsers does Healthfully work on?
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari
Do patients need an account to join a Virtual Visit?
Yes, all patients that are interested in utilizing any functions within Healthfully will need to be invited and create an account.
Patient has not registered in Healthfully.
  1. Before adding an appointment for a patient or sending them a message you should check if the “patient has registered”. If the patient has not yet registered in Healthfully, you can invite them with the patient’s context.
  2. If they have not joined please send them an invitation to join by pressing the “send an invitation” button and entering a valid email or phone for the patient. When you send an invitation, the patient will get an SMS or email depending on what contact method you used asking them to follow the link to register in Healthfully.
  3. If the patient is a minor see next FAQ on how to invite their parent or guardian.
What if the patient is a minor?
Simply invite their parent(s), legal guardian(s) or loved one(s) within the minor’s Family Circle. To do this select the patient who is the minor > See their detailed Profile > Family Care > Invite member.

Virtual Visits

What is a Virtual Visit?
A Virtual Visit is a video chat between a patient, their healthcare provider, and other support staff within a provider’s practice. Virtual Visits in Healthfully will give you access to speak to a patient face-to-face without the need for patients to physically go to your office.
Where do I access a patient’s Virtual Visit?

As a provider or staff member of an organization, you can access an upcoming virtual visit from your calendar or dashboard. If you are a clinical or support staff member looking to initiate or join the visit, navigate to the patient’s context, dashboard, or provider’s calendar.

I can’t see or hear a patient, what do I do?

When in a Virtual Visit but you cannot see and/or hear the person on the other side, please ensure that you and/or the patient have sufficient internet connectivity. Video and sound quality issues are, typically, due to poor connection.

Prompt the patient to try moving closer to the wireless router, quitting any streaming programs/devices or select another network or other means of accessing the internet.

I can hear the patient, but there is an echo.

There are few causes when you can hear an echo, whether your voice or someone else’s.

  1. Assure that the Microphone (input) volume on your device is not too high.
  2. Assure that the Speaker (output) volume on your device is not too high.
  3. Check to see if you have another Virtual Visit window open.
  4. Ask the patient to lower their volume, lower any background noise or mute themselves when they’re not talking.
I was disconnected from the visit.

If you get disconnected from the visit, simply log back into Healthfully and join the visit again.

Can multiple people join the visit?
Yes, Healthfully allows for 2+ users to join a virtual visit. This allows providers to include their clinical or administrative staff when appropriate.
Can someone join and leave the visit?
Yes. Once a visit is started, anyone who is assigned to a practice that a patient belongs in Healthfully can join and leave the visit as needed.
How to complete and close out a Virtual Visit?
You need to confirm a Virtual Visit has been Completed. This will record the duration of the Virtual Visit in the appointment and will also authorize the payments for any payments previously made by the patient. To confirm a Virtual Visit is complete please go into the detailed appointment screen (which can be accessed by clicking on the appointment summary). There will be a complete button on the top right. When you press Complete the time of the Virtual Visit from Start to when you pressed Complete button will be recorded against the appointment and any payments will be released.
Where can I find completed Pre-Visit Forms?
Pre-Visit forms that have been completed by the patient can be exported as a PDF to your EHR.

Select the patient in-context > Go to Notifications/Alerts tab > Click Review button for each form > Export to PDF.

A PDF will be downloaded to your computer and then can be uploaded to any other application.

For Employees & Students

How do I sign up for Healthfully?

In order to join Healthfully, contact your healthcare provider to send you an invitation to your email or mobile phone. Once you receive the invitation link, you will be prompted to create an account using the same email or phone number that system used to send you the invite.

Note that the invitation link expires once you’ve clicked on it.

What is the sign up process?
  1. Click invitation link sent via your email and/or phone number. Use the same email or phone number that system used to send you the invite.
  2. Create a secure password.
  3. Verify your personal information.
  4. Complete the sign up process.

Note that the invitation link expires once you’ve clicked on it. If you need to re-start the sign-up process, have your provider re-send you a new invitation. If you’ve already signed up and want to log back into Healthfully, type app.healthfully.io on your web browser.

What internet browsers does Healthfully work on?
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
  • Safari
I have already signed up, how do I login?

Go to app.healthfully.io on your phone, tablet or computer to login or our native application (iOS and Android). Enter the email or phone number where you received the invitation and the password you created during sign up.

I input my username and password and “User with provided login/password combination not found” message appears.
Please verify that you are utilizing the email or mobile phone number that the system used to send you the invitation to join Healthfully.

If you feel you have forgotten your password, utilize the “Forgot Password” link and input the email OR mobile phone number through which you received the invitation for the app.

I don’t see the screening needed for my organization.

Reach out to your administrator to notify them of your issue.

Note: we onboard employees/students using their work/school email address. Anyone who signs up via personal email or cellphone number may experience issues.