|
|
Frequently Asked Questions (FAQ)
(Click on the
to expand the topic)
|
|
Bluetooth
|
|
|
|
|
How secure is Bluetooth?
|
|
|
Bluetooth® is a secure, short-range communications technology that allows wireless connectivity between devices such as mobile phones, personal computers and other devices. A PIN is used for authenticating each device with one another. This creates a secure transmission of information that allows on those synchronized devices to communicate with one another.
|
|
|
I don’t have Bluetooth on either my PC or mobile phone. How can I use the MyGlucoHealth Meter and Patient Analytics Portal?
|
|
|
Even if you don’t have Bluetooth on your PC or Mobile Phone, you can still upload test results to the secured Portal using the USB cable that was included within your device packet. Additional USB cables are available from the online store.
|
|
|
What is the passkey to pair the meter?
|
|
|
When prompted for a passkey when pairing the meter to your mobile phone or Bluetooth on your PC, enter the four digit code "0000".
|
|
|
|
Lancing/Drawing Blood
|
|
|
|
|
What if I don’t appear to be drawing enough blood after the first prick?
|
|
|
If you are not drawing enough blood on the first prick, you may need to adjust the calibration on your lancing device. The calibration is set from 1 to 5. 1 being for softer, thin skin and 5 being for thicker, calloused skin.
|
|
|
What if I appear to be drawing too much blood when I prick?
|
|
|
If you are drawing too much blood when using the lancing device, you may need to reduce the calibration on your device. The calibration is set from 1 to 5. 1 being for softer, thin skin and 5 being for thicker, calloused skin.
|
|
|
How many times should I use the lancet before discarding?
|
|
|
Lancets are designed for single use. Always use a new one for each test. To eliminate contamination, avoid getting hand lotions, oils, dirt or debris on the lancets and the lancing device. Lancing devices and sterile sets should not be shared with others. To reduce the chance of infection they are for your own personal use only.
|
|
|
Who is alternate site testing appropriate for?
|
|
|
Patients need to be aware that blood glucose levels from alternate sites may not always be as accurate as readings from fingertips. Because alternate site results differ from fingertip results when glucose levels are changing rapidly, such as after a meal, after taking insulin, during exercise, or when you are ill or under stress, Diabetes experts recommend the use of blood from a fingertip, rather than an alternate site if:
• You believe your blood glucose is low,
• You don’t regularly have symptoms when your blood glucose is low, or
• The way you are feeling doesn’t seem to match the results from the alternate site.
• It is important for the patient to consult a physician before testing at alternate sites.
|
|
|
When is it okay to use alternate site testing?
|
|
|
Alternate site testing should only be used two or more hours after meals, physical exercise, or any other event that may affect blood glucose levels. Use fingertip samples if you are concerned with hypoglycemia from insulin reactions, if you are about to drive a car, particularly if you suffer from hypoglycemic unawareness, since alternate site testing may fail to detect hypoglycemia. It is important for the patient to consult a physician before testing at alternate sites.
|
|
|
|
Mobile Phone
|
|
|
|
|
Which mobile phones are compatible with the MyGlucoHealth Meter?
|
|
|
The MyGlucoHealth Mobile Application is compatible with hundreds of Bluetooth® enabled Java™ and Smart phone brands used by wireless carriers worldwide.
The MyGlucoHealth Meters can be interfaced with using a variety of desktop and mobile development platforms including Windows, Apple Mac, Android, Blackberry, Windows Mobile and Java enabled mobile devices. It is NOT compatible with the Apple iPhone or iPad because Apple does not provide native support for Bluetooth SPP.
|
|
|
My phone is not listed on the website, but another phone by the same manufacturer is. Will my phone work?
|
|
|
Unless your current phone is Bluetooth enabled, it will not function with the MyGlucoHealth Meter. Contact your mobile phone manufacturer if you are not sure your mobile phone has Bluetooth.
|
|
|
My phone is not compatible with MyGlucoHealth, when will a driver for it be available? Do I have to buy a new one?
|
|
|
The MyGlucoHealth Meter can be used with any PC with or without Bluetooth capability. The USB cable that comes with the meter allows direct connection between the meter and the computer. However, having access to upload the meter and review results on a mobile phone is a desirable convenience, check your mobile phone contract to see if you can upgrade your phone to a newer, compatible one.
|
|
|
Where is a list of compatible mobile phones?
|
|
|
For a complete list of all currently supported mobile phones and carriers visit www.myglucohealth.net.
|
|
|
Is MyGlucoHealth Compatible with iPhone?
|
|
|
The MyGlucoHealth Meter is not currently compatible with the iPhone. Even though the iPhone has Bluetooth communications capability, it currently will only connect with Apple’s specific Bluetooth devices. Our iPhone solution will be available in 2013.
|
|
|
I get a 907 Invalid COD error when installing on my Blackberry
|
|
|
This error usually occurs when the Blackberry default browser is the carerier WAP browser. The WAP browser does not support installation of J2ME applications larger than 64k in size. To resolve this issue, set the default browser on your Blackberry to the "Blackberry Browser" or "Internet Browser".
|
|
|
|
On-line Store
|
|
|
|
|
What if an item is missing when I receive my box?
|
|
|
If you have purchased the entire box set and an item is missing when you receive it. Please contact customer support or your local representative.
|
|
|
How can I order more test strips, control solution or lancets?
|
|
|
To order additional test strips, lancets or to purchase control solution, please visit our online store at www.myglucostore.com
|
|
|
Are the MyGlucoHealth meter and test strips more expensive than other meter/strip combinations?
|
|
|
The MyGlucoHealth Meter and Test Strips cost about the same as other top selling meters that do not offer the same technical advances.
|
|
|
Will my insurance company cover the cost of a MyGlucoHealth meter and strips?
|
|
|
Most major insurance carriers cover the cost of meters and strips. Contact your specific provider to ensure that you are covered under your plan.
|
|
|
Will Medicare cover the cost of a MyGlucoHealth meter and strips?
|
|
|
Most Medicare patients who use the MyGlucoHealth Meter and Strips are covered under their plan. Contact your agent to ensure that you are covered.
|
|
|
|
Security
|
|
|
|
|
Does the MyGlucoHealth Meter comply with HIPAA?
|
|
|
MyGlucoHealth adheres to HIPAA, the US Health Insurance Portability and Accountability Act. MyGlucoHealth has implemented programs to address the transaction standards, and the privacy and security implications of the rules pursuant to HIPAA.
|
|
|
Can other people access the MyGlucoHealth web site and view my readings?
|
|
|
Patients, doctors, families, and their caregivers can access the MyGlucoHealth Portal when the patient provides the outside user with a password and permits access.
|
|
|
|
Test Strips
|
|
|
|
|
Can I reuse test strips?
|
|
|
Test strips can not be reused. Please discard test strips appropriately after each use.
|
|
|
How should I store test strips? How long do they last before they are opened? How long do they last once they are opened?
|
|
|
Test strips should be stored in a cool, dry place between 36-86 degrees Fahrenheit (2-30 degrees Celsius). When stored properly test strips can last up to 2 years before being opened. Once they have been opened they should be used within 90 days. Please refer to the expiration date recorded on your test strip box.
|
|
|
How should I properly discard my used test strips?
|
|
|
Test strips should be ejected directly from the meter into a sanitary disposal bin by using the ejector button located above the screen on your device. Test strips should never be used more than once.
|
|
|
Can I use other test strips with a MyGlucoHealth meter?
|
|
|
The MyGlucoHealth Meter is designed specifically to work with the MyGlucoHealth Test Strips. Strips from other meters will not work with this device.
|
|
|
|
Using your meter
|
|
|
|
|
Can my meter communicate with devices other than my PC or Cell Phone such as insulin pump software?
|
|
|
The MyGlucoHealth meter is capable of transmitting blood glucose results to the MyGlucoHealth website using Bluetooth or direct USB connection only. No other devices should be connected to the meter.
|
|
|
Where is my serial number?
|
|
|
Your serial number is located on the back of your meter. There will also be a sticker with your serial number on it located on the box that your MyGlucoHealth Meter came in.
|
|
|
How long does it take for readings from my meter to upload to the web site?
|
|
|
Once you have tested and posted the readings from your MyGlucoHealth Meter to the Portal, your results should be posted immediately. The upload process may take from one to three minutes depending on the number of records stored.
|
|
|
What if the PC program will not find the USB Port?
|
|
|
When logged into your account at www.myglucohealth.net, click on the "Get Drivers" tab and follow the instructions to install the USB driver on your PC or contact support@myglucohealth.net for further assistance.
|
|
|
How often do I need to upload data?
|
|
|
The MyGlucoHealth Meter will store up to 255 test results and records the average glucose levels for the number of days that you preset to be calculated and saved. Beyond the 255 tests stored, the newest result will replace the oldest result. It is recommended that you upload daily to the MyGlucoHealth Portal.
|
|
|
How many blood test reading does the MyGlucoHealth meter remember?
|
|
|
The MyGlucoHealth Meter records up to 255 test results, however you are encouraged to upload test results much more regularly to maximize the utility of the MyGlucoHealth Network.
|
|
|
If I don’t get enough blood at first, how long do I have to add enough blood to the test strip?
|
|
|
During testing, if at first you fail to produce enough blood to fill the blood channel on the test strip, you have up to 1 minute to draw more blood to complete the sample.
|
|
|
What should I do if my meter doesn’t appear to be reading properly?
|
|
|
If your meter does not appear to be reading properly, we recommend that you test with control solution to verify accuracy. Tests made with control solution are not recorded by the meter or uploaded to the web site. If you have tested with control solution and your meter still appears to be working improperly, please contact customer support or your local representative.
|
|
|
Can my meter be repaired?
|
|
|
Every MyGlucoHealth Meter comes with a 2 year warranty for any defects in materials or workmanship. If at any time during this warranty period your MyGlucoHealth Meter does not work for any reason (except obvious abuse) Entra Health Systems will replace it with a new meter or equivalent product, free of charge.
|
|
|
How long will my meter last?
|
|
|
In normal use, the meter should last more than two years
|
|
|
How long will batteries last in MyGlucoHealth Meter?
|
|
|
The typical battery life with the MyGlucoHealth Meter is about 2,000 tests. For a person who tests 5 times a day, the batteries should last a little over a year.
|
|
|
How much blood does it take for the MyGlucoHealth meter to read?
|
|
|
The minimal sample volume of 0.3 micro liters is required for the MyGlucoHealth test strip. That is the smallest blood sample of any glucometer on the market.
|
|
|
What does Auto-Coding mean?
|
|
|
The MyGlucoHealth Meter has an automatic code recognition function that reads the code number from the strip and calibrates the meter accordingly. This prevents input errors and simplifies testing.
|
|
|
How do I test with Control Solution?
|
|
|
Take from the instruction book
|
|
|
Are the MyGlucoHealth meter and test strips more expensive than other meter/strip combinations?
|
|
|
The MyGlucoHealth Meter and Test Strips cost about the same as other top selling meters that do not offer the same technological advances.
|
|
|
Will my insurance company cover the cost of a MyGlucoHealth meter and strips?
|
|
|
Most major insurance carriers cover some or all of the cost of meters and strips depending on your plan and deductable. Contact your specific provider to ensure that you are covered under your plan.
|
|
|
Will Medicare cover the cost of a MyGlucoHealth meter and strips?
|
|
|
Most Medicare patients who use the MyGlucoHealth Meter and Strips are covered under their plan. Contact your agent to ensure that you are covered.
|
|
|
What does Plasma Calibrated mean?
|
|
|
While all home blood glucose meters use whole blood to measure blood glucose, lab equipment uses only the plasma portion of blood, meaning the red blood cells are removed before glucose is measured. Because of this difference in sample types, whole blood test results are approximately 12 percent lower than plasma test results. A few high-end or professional quality blood glucose meters, including the MyGlucoHealth Meters, are already calibrated or set to give a “plasma” test result, making this conversion unnecessary. For an accurate comparison of your blood glucose meter to a laboratory result, you must first know how your meter is calibrated.
|
|
|
|
Web Portal
|
|
|
|
|
What are the minimum PC requirements needed to function with the MyGlucoHealth Patient Portal?
|
|
|
Windows XP or newer and an available USB port. The PC requires internet access in order to upload and access the MyGlucoHealth Patient Portal. Once logged in, click “Get Driver”, located directly beneath the large “Get Readings” button. Click “Install Driver”; when the pop-up appears, select “Run”; follow the steps in Install Wizard to complete installation of MyGlucoHealth application.
|
|
|
How do I get my doctor to log in and view my readings on MyGlucoHealth.net?
|
|
|
You may provide your physician with your username and password to permit access to view your readings. Or, your physician may also Register at www.MyGlucoHealth.net as a Healthcare professional and you would then add him in your doctors tab to grant permission to view your glucose readings.
|
|
|
How long does it take for readings from my meter to upload to the web site?
|
|
|
Once you have tested and posted the readings from your MyGlucoHealth Meter to the Portal, your results should be posted immediately. The upload process my take from one to three minutes depending on the number of records stored.
|
|
|
I forgot my member ID for the MyGlucoHealth user site.
|
|
|
If you forgot your member ID then it can be sent to you using the email address that you provided when registering your device. Please visit www.myglucohealth.net and click on "login", then click on the "Forgot Member ID or Password" at the bottom.
|
|
|
I forgot my password for the MyGlucoHealth user site.
|
|
|
If you forgot your password then it can be sent to you using the email address that you provided when registering your device. Please visit www.myglucohealth.net and click on "login", then click on the "Forgot Member ID or Password" at the bottom.
|
|
|
How often do I need to upload data?
|
|
|
The MyGlucoHealth Meter will store up to 250 test results and records the average glucose levels for the number of days that you preset to be calculated and saved. Beyond the 250 tests stored, the newest result will replace the oldest result. It is recommended that you upload daily or at the most weekly to the MyGlucoHealth Portal.
|
|
|
How secure is my patient data on the MyGlucoHealth web site?
|
|
|
Entra Health Systems is fully compliant with HIPAA requirements in the US and international standards to maintain the privacy of patient protected health information and to provide patients with notice of its legal duties and privacy practices regarding protected health information.
|
|
|
What version of Windows do I need to use the Portal?
|
|
|
Any updated version of Microsoft Internet Explorer running on Windows XP or Vista can communicate with the MyGlucoHealth Patient Portal.
|
|
|
Is the meter software compatible with Macintosh?
|
|
|
Macintosh computers currently support Bluetooth connection to the MyGlucoHealth Meter. USB connection to the MyGlucoHealth Meter is not currently supported on Macintosh computers.
|
|
|
Can I use any cable other than the one provided with my meter to connect with my PC?
|
|
|
The USB cable supplied with the MyGlucoHealth Meter is a standard miniature USB cable. Other brands should be compatible.
|
|
|
How can I set up reminders for testing and medications?
|
|
|
The Targets & Alerts section of the Patient Analytics Portal allows the patient to establish “Threshold” settings for blood glucose levels, whether high or low. The system will monitor upload results and automatically send notifications to the patient, his or her family, physician or caregiver. Notifications can be sent by email or SMS text message depending on what the patient decides. The pop-up menu allows the patient to designate phone numbers for text messages as well as email addresses for who the messages should be sent to.
|
|
|
How do I turn off reminders?
|
|
|
Reminders can be turned off by erasing the mobile phone number or email address that has been listed.
|
|
|
Can I email my readings and data to my physician?
|
|
|
The MyGlucoHealth Portal provides a Direct secure communication with clinicians using the mobile application and web portal. Go to the Message Center tab when logged in to your account to view messages from your clinician.
|
|
|
