Troubleshooting Home Exercise Program (HEP) Issues: A Provider's Guide When Patient Cannot See Exercises

In the realm of digital health, ensuring that patients successfully engage with their home exercise programs (HEPs) is paramount. However, issues can arise that hinder this process. Here are a few key points for troubleshooting HEP issues effectively.

Here are few key points for troubleshooting HEP issues:

1. Start with Level 1 Exercises

Users will always start in Level 1 for all conditions. Therefore, conditions that providers have assigned HEPs for must always have some Level 1 exercises active from the outset. 

2. Monitor Level Changes

When a user moves up or down a level, a "HEP System Automation" log will appear in the activity log. This log provides essential information, including the current level the patient is on and which condition it pertains to. Monitoring this log can help providers track patient progress and adjust HEPs as needed.

3. Ensure Patient Is Connected to the Correct Provider Portal

Confirm that the patient is connected to the correct profile in the provider portal. You should see their App Usage as "Active." This step ensures they are engaging with their assigned HEP.

4. Check Diagnosis Codes

It is critical to ensure that at least one diagnosis code associated with the patient's condition has been marked as "Active." This action links the appropriate exercises to the patient’s specific needs and conditions.

5. Ensure Comprehensive Exercise Availability

Make sure the patient has exercises available in Levels 1, 2, and 3 for all conditions where you want them to receive home exercises. Having a range of exercises prepared ensures that patients are equipped to progress through their HEP seamlessly.

6. Understand Level Adjustments

The patient can automatically move up or down a level based on their HEP survey responses. Therefore, it is essential to always have exercises from each level active. This readiness allows for a smooth transition as users level up or down, ensuring they always have appropriate exercises at their disposal.

By following these troubleshooting guidelines, providers can effectively manage HEP issues and enhance patient engagement. Ensuring that Level 1 exercises are active, monitoring level changes, verifying patient connections, and maintaining a comprehensive exercise portfolio will create a supportive environment for patients on their rehabilitation journey. Ultimately, a proactive approach to HEP management will lead to better outcomes and patient satisfaction.