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UnifiedCare Membership FAQ

November 4, 2022
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If you want to sign up (or maybe you already did) for a membership with Unified Care, you may have some questions about how we work. Here are some frequently asked questions about our program.

What is UnifiedCare Membership?

UnifiedCare Membership is a virtual care program that empowers you to achieve your health goals through sustainable lifestyle change. Combining data-powered human coaching, connected vitals monitoring devices, and curriculum tailored to your specific circumstances, the program is designed to help you build healthy patterns for life. With the help of a Health Coach and Dietitian in your pocket, you can change your health for the better! Learn more and watch the one-minute video about our program here.

How is UnifiedCare different from other iHealth apps like MyVitals, MyVitalsPro and iGluco?

UnifiedCare Membership is a simple upgrade from iHealth and iGluco apps. While iHealth and iGluco apps give you a means to check and track your vitals with graphs and iHealth connected devices, our UnifiedCare app offers that and much more! With iHealth UnifiedCare, you’ll get access to 

  • Meal photo logging and feedback feature
  • Medication Tracking and Reminders (configured by the clinical team)
  • Bloodwork tracking and A1C reminders
  • Health goal progress reviews from a dedicated care team
  • Hundreds of research-backed health articles written by Dietitians, Health Coaches, and Certified Personal Trainers
  • A chat channel to connect you with professional health coaches and Dietitians available to answer your nutrition and health questions 8 hours a day, 5 days per week

What is included with UnifiedCare Membership’s Monthly Service?

The program surrounds you with a variety of tools and support tailored to what you need to succeed. If you’re living with prediabetes, type 2 diabetes, and/or hypertension, you can look forward to:

  • A team of professional Dietitians and Health Coach for ongoing one-on-one guidance. Professionals are available 12 hours a day, 5 days per week to:
  • observe your vitals for patterns and trends
  • chat with you if they see anything particularly concerning or exciting. 
  • Support you when your vitals readings are high by helping you manage symptoms, and bring your readings down
  • Communicate educational articles to you monthly
  • Review your dietary patterns and trends with food logging
  • Help you set and reach your goals (reduce medications, reduce risks, or any other goals in between)
  • Help you troubleshoot lifestyle, behaviors, or diet 
  • Care teams are proactive and compassionate, with expertise to help with your condition in ways that work for you (for example, Certified Diabetes Educators, or CDEs, for those with diabetes). 

How is the program structured?

UnifiedCare Membership presents a new area of focus each month, covering topics relevant to your health, whether that's changing food habits, getting active, monitoring blood pressure, learning from challenging situations, or learning about medication management. The monthly topic is supported by a brief video “lesson,” and articles that your team will discuss with you each month over chat. 

In addition to this underlying educational framework, each month your health coach will review your

  • Vitals patterns and trends
  • Meal photos for patterns, and suggest general improvements to eating
  • Progress towards reaching your health goals

Most importantly, your team will work with you to identify areas that YOU want to work on: everything from understanding your blood glucose numbers to checking your blood pressure using the right technique, to engaging your family and friends to help support you in making changes.

These personalized features can help you achieve and sustain your unique health goals one step at a time.

How long does the program last?

Program length varies depending on your unique health needs and goals, but at least one year. Did we already help you achieve your goals to lose weight? If you want to stay in the program for the online support to help keep you on-track, or if you'd like to set higher goals to get leaner, faster, reduce medications, or just fine-tune your lifestyle, we can help. We are here to help you not just manage disease, but to help you reduce risks and prevent complications. 

Who is eligible for UnifiedCare Membership?

We are personalized to support people as their health, routine, and needs change, whether you are overweight or obese, and at risk for or living with ongoing health conditions. This includes people living with prediabetes, type 2 diabetes, hypertension, high cholesterol, COPD, and kidney disease. Please speak to your doctor to see if they already partner with us, or apply now as an individual.

Are family members eligible?

Quite possibly. If they are over 18 years old and have long-term nutrition needs or chronic conditions, they are most likely eligible.

How do I get started?

Join us in three simple steps:

  1. See if you’re eligible:
  1. Download the app and set up your account: 
  • Using the mobile number you entered during registration, our system will text you with a link to download the app.
  • Once you download the app, you may use the same phone number to login. Simply enter your number, and you’ll receive a verification code to access your secure account.
  1. Consent to Services and complete Health Screening
  • You’ll see our program introduction, sign the consent, and answer some health questions to set up your private account 
  • Based on your responses, conditions, and your preferred language, our system will pair you with a Health Coach and Dietitian Specialist.
  • Our team will review your data within 2 business days, and reach out to you to welcome you to the program

How much does UnifiedCare Membership cost?

There are two ways to pay for UnifiedCare access: via insurance and billed by your provider, or via monthly payment on your own. 

Through your Provider and Insurance: 

If you’re signing up through your doctor’s office or insurance, the cost of the program is likely fully covered by your insurance. Your provider’s office will bill insurance each month for the service. To sign up with your doctor’s office, chat with your doctor. If they are already contracted with us, they may enroll you directly. If they don’t yet have a contract with us, they may inquire and book a demo through our provider website

Through Private Payment

If the program is not covered by insurance, or if your doctor is not contracting with us, our membership cost is $20 per month. Your first month of service and initial consultation is complementary for you to try out our service. You can purchase your own iHealth devices via our website, or enter vitals manually for each measurement that you want to track.

I just applied for a UnifiedCare Membership. What happens next?

Congratulations, you've made the first step down the path to good health, and we look forward to working with you to get you there. You’ll soon receive a text message from xxx-xxx-xxxx letting you know if you’re accepted, and instructing you to download our app. After downloading and logging into our app with your phone number, you can set up your account on your own time—no strict deadline, but the sooner you set up, the sooner you can start. You’ll be assigned an online care team immediately after setting up your account. You may also schedule your complementary introductory consultation at any time after consenting in the app.

Please be advised that we may choose not to enroll new users before or after major U.S. holidays. These holidays may interfere significantly with care team communications and activities. If you sign up near a holiday, we may delay your confirmation by one week.

What will I do on the first day of the program?

The first official day of your program is the day that you sign the consent on the app. The full UnifiedCare experience will become available to you on this day. Whether you’ve received devices or not, you can begin your journey by logging measurements, taking pictures of a meal, or asking us questions so we can better serve you online. You can also read articles, begin to measure your baseline blood pressure. You may also head to your profile, where you can tell us more about yourself, or upload a picture of yourself for your care team.

Does every member have ongoing support?

Yes. Our Dietitians and Coaches work alongside members for the duration of their health journey, develop a  relationship and knowledge of health, socal, and lifestyle history to deliver support that’s highly personalized and meaningful. This long-term, trusting relationship provides a foundation for establishing healthy patterns. All of our coaches are trained to take a holistic approach to helping you identify patterns you can change, as well as giving you the skills needed to overcome barriers to a healthier lifestyle. Change can be challenging and bring up uncomfortable feelings and sensations - our coaches will be there to support you through this journey to help you achieve your health goals.

What is the difference between a Dietitian and a Nutritionist? 

Remember the phrase: “a rectangle is a square but a square is not a rectangle”? Similarly, a dietitian is a nutritionist but a nutritionist is not a dietitian. A registered dietitian is the only clinically trained and licensed nutrition professional recognized nationally. They complete at least 4 years of school, 1200 internship hours, a national credentialing exam, and maintain continuing education. In contrast, there are no national qualifications to become a nutritionist.  Some states have varying licensing and regulation requirements, while other states have none. Our registered dietitians are all credentialed, and many have advanced degrees beyond their certifications to ensure the most credible nutrition guidance is available to you. 

What is included in the Nutrition Visits?

This all depends on you! Your dietitian will listen to your goals and concerns, assess your medical history, lifestyle, and preferences, and develop a personalized plan for you. This may look like a specific meal plan, guidance on daily habits and routine, behavioral goal setting, or supportive foods to start incorporating.

How do I communicate with my Care Team?

Health coaches and Dietitians are available via the in-app private messaging feature to guide and support you throughout the program. You may use the messaging feature to share a specific reading, ask a question, or share a document or image. We ask our members to take the lead in setting the tone for their relationship with their team, as every member is looking for something slightly different from this relationship.

How can I participate in Regular Vitals Monitoring?

Using bluetooth-connected devices and our UnifiedCare app, users may monitor their BP, PO, BG, and WT vitals, and see a graph of their trends over time. You must purchase your own iHealth devices to gain access to bluetooth connectivity. If you wish to use your own devices, contact us to enable inputting your vitals results manually.

How will my team help me when my vitals readings are critically high or low?

Patients may report symptoms of critical BP readings using the app triage system. The team may contact patients via in-app chat  to help troubleshoot the cause of the critical level, and help patients to bring levels down. The care team will review vitals for patterns and trends every month for all patients that have monitored their vitals that month. Users will also see a pop-up in their app to summarize some basics of their vitals.

 How Does iHealth support me to set Lifestyle Goals, and stick to them?

 The team will review users’ inputted data (in addition to vitals trends) each month, including any updates to health questionnaires and statuses, food log patterns and trends, and the patient’s clinical and behavioral goals. Each month, the team will help to update behavioral goals, provide personalized guidance and reading materials based on the patients’ needs and interests.

How Can I Get My Eating Patterns Reviewed?

Users may take pictures of what they eat via the app, and send these photos in for the care team to review. By default, all food logs will be reviewed per photo submitted. We will also review your overall dietary pattern from images on a monthly basis, and offer you feedback on what we see as overall improvements. If you monitor your blood glucose before or after that meal, we will automatically link your glucose readings to the meal photo for later reference, and your team will also review the meal along with the glucose response. Feedback on all individual reviews will be provided within 4 business hours. Using a 5-point multi-food-log-scoring feature, the health coach or RD will assess your dietary quality and quantity from a fat, protein, carbohydrate, dairy, fruits, and vegetable perspective.

What will I eat?

The UnifiedCare program does not prescribe a meal plan or tell you what you can and cannot eat. Instead, through lessons, food logging, and the guidance of your health coach, you’ll learn how to make the healthiest possible choices independently. If you follow a particular diet for cultural, religious, or medical reasons, or just by choice, your health coach can work with you to take the information learned in lessons and apply that learning to your unique lifestyle.

Because we focus on building healthy habits that you can keep over time, you will not be asked to count calories or weigh your foods, or buy a meal or meal package. Instead, we will focus our feedback on balancing your meals, getting enough vegetables, consuming high quality, filling foods that suit your lifestyle and clinical needs. Awareness of what you eat is more important to long-term health than counting every calorie. It's also a more sustainable lifestyle choice.

How much time should I commit to this program?

Depending on your personal goals and your health risks, you may spend 2-3 hours per week on average to monitor your vitals, log your foods, and chat with us. Although it can take more time outside of our app to make your lifestyle changes, how much time you devote to improving your health depends on your goals, lifestyle, and needs, and is difficult to measure. Fortunately, we are available 12 hours a day, 7 days per week to answer any of your questions, and review your patterns and trends, so you can still monitor your vitals and communicate with us as often as you like, when it is most convenient for you. 

What if I cancel my membership?

We really think you'll like our program, but we understand that the realities of life can make it difficult to fully commit. If you would like to cancel your account for any reason, you can do so via the settings in our UnifiedCare app.

  • In the “Profile” tab, click “Membership”
  • Scroll to the bottom and tap cancel membership. 

What devices should I use with UnifiedCare Membership?

List of Currently Supported Devices

Blood Sugar: BG1, BG5S (Recommended)

Blood Pressure: BP3L

Weight Scale: HS2, HS2S(Recommended)

Pulse Oximeter: PO3/PO3M

What devices should I use with UnifiedCare Membership? 

List of Currently Supported Devices

Blood Sugar: BG1, BG5S (Recommended)

Blood Pressure: BP3L Ease blood pressure monitor

Weight Scale: HS2 Lina scale, or HS2S Nexus scale (Recommended)

Pulse Oximeter: PO3/PO3M

I have some technical issues getting set up. What might be wrong? 

I can’t login to my membership account. What happened?

You may not be able to login to the app if:

  • You have not registered with us. 
  • Visit our website to fill in the registration form. 
  • If our system successfully registered you, you will then receive a text message to download the app.
  • Someone else already is using the same phone # to login
  • Then contact our call center at 1-866-899-3998. 
  • Our team will look for the other phone number and find whom it is registered to. We may need to contact others involved to fix the problem.
  • You already have a UnifiedCare account with us through your provider
  • Then contact our call center at 1-866-899-3998 to receive assistance. 
  • Our team will find your old account, discharge it, and disable the OTP login for that account.
  • You logged in to the app, but after subscribing, the app still doesn’t register you as subscribed (this may be a google playstore issue).
  • Go to your payments. Tap on Subscriptions. Verify if you see “UnifiedCare” in your subscriptions list. If not, then 
  • If you have an android device, try 2 things: 
  • Clear the cache for Google Play Store with the following steps (exact instructions can differ based on Android version)
  •    + Go to your device Settings.
  •    + Choose Apps.
  •    + Find and click Google Play Store. Then, click on Storage.
  •    + Click on the Clear Cache icon in the bottom right corner.
  • - Restart the phone
  • Ensure that your payment method is correct and up to date, and that you only current payment methods saved
  • If you have an iOS (apple) device
  • Make sure that your payment method is current.

I previously had premium membership, but now the app is asking me to subscribe. I thought I was already subscribed?

If this is the case, one of 2 things may have happened.

  1. You may have canceled your subscription accidentally. 
  1. To renew it, simply go back to the “profile” button in the app, and tap on “membership” then click to resubscribe and sign consent again.
  1. The payment method in your phone settings may be expired.
  1. Go to your phone settings, tap on payments, then payment methods, and update it. The steps may be slightly different between android and iOS devices. 

Who can I call if I have other technical issues with my devices or app? 

For any and all questions about our app or devices, patients may contact our call center at 1-866-899-3998 to receive assistance. Patients may be transferred to their coach if necessary or available.

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