Frequently Asked Questions for use on iPhone

The following frequently asked questions are here to help you solve any issues you may experience when using the mymobility iPhone mobile digital device application (app).

If you experience any feelings of pain, light-headedness, fainting, dizziness, shortness of breath, physical discomfort, or difficulty (i.e., loss of balance or inability to complete an exercise without inducing pain) with the exercises in your plan, please immediately stop and consult your doctor. IF YOU BELIEVE YOU ARE HAVING A MEDICAL OR HEALTH EMERGENCY, PLEASE CALL YOUR COUNTRY’S MEDICAL EMERGENCY NUMBER IMMEDIATELY.

General

What is mymobility?

mymobility is a digital interactive care plan designed in the form of a mobile application made for an iPhone digital device. The application prompts and encourages users to complete tasks (i.e., such as performing prescribed exercises and answering questions) assigned by their physician, as part of the physician’s care plan. The physician and their Care Team can monitor the completion of tasks and communication to track user progress and adjust each care plan accordingly. The mymobility Program can be used to prepare for and recover from a procedure and aid recovery after a specific injury or trauma.

How does the mymobility program work?

Your Care Team will select an appropriate care plan for you that should not only help you prepare for procedure, but also recover from it. mymobility can also help you recover from an unexpected injury or trauma.

Your Care Team should track your progress through the care plan they have chosen for you. They should also provide you with feedback through the secure messaging functionality, by which your care plan may also be adjusted, as needed.

How can I receive/remove notifications on my phone?

You can change your mymobility app notification settings by going to your iPhone “Settings” and then click on “Notifications.” Next, scroll down the page until you find the mymobility app and click on it. On this next page, you can change how and when you receive notifications from the app.

Login

Do I have to allow the Apple HealthKit app access to my health data now or could I allow that later? What if I don’t allow the “Health” app access to my health data?

Yes, you can allow the Health app access to your health data later. The mymobility app requests data to report your personal health data to members of your Care Team. The health data helps your Care Team track your progress throughout the preoperative and recovery timeframes. Although allowing access to your health data is not a requirement, though providing access to your Care Team can support discovery activity patterns and adjust your care plans, as needed, to aid in successful post-surgery recovery outcomes.

What needs to be done to allow the “Health” app access?

After you initially download the mymobility app, but before you can log in, the Health app screen should appear. You will have an option to choose “Turn All Categories On” or make selections to the type of access you want to give mymobility. Then you will have the ability to click “Allow.”

Whether you allow the Health app access now or wait until later, you should be redirected back to the mymobility app so you can log in. Keep in mind, if you don’t allow the Health app access to your health data, the statistics in the mymobility Patient app (i.e., steps) should show as ‘N/A’ (Not Applicable) until you allow the Health app access manually through your device settings screen.

How do you allow the “Health” app access to mymobility data after initially saying no during the app set-up process?

To do this, you need to open the Health app and then click on “Sources” from the bottom menu bar. You can now see which apps you have given permission to update your data (i.e., mymobility). Click on “mymobility Patient App” From the next screen, you have the option to either “Turn All Categories On” or choose which types of data you want mymobility to access. We recommend turning on all categories, so you can offer an accurate representation of all your health data in mymobility. Note: The visuals above are the same you would see once you allow the mymobility app access to your Health app data.

I don’t remember my username. How do I log in?

From the main login screen of the app, click on the “Log In” link and then from the next screen, click on the “Forgot Username” link on the bottom left-side corner of the screen. On the next screen, enter the mobile number, date of birth associated with your account, and confirm your provider location. Then tap “Continue.” Then, you should be prompted to confirm your identity using a temporary code sent via text message. Once you are finished confirming your identity, you will be directed back to the login screen and see a message on-screen containing your username. You should now be able to log in with that username. Note: Usernames are not case-sensitive. Another option to help with future logins would be to set up and use the Touch ID/Face ID option on your iPhone.

What is my username?

If you are unsure of your username, you may not have set up your mymobility account yet. To do this, please refer to the text messages sent from your Care Team. This text message would have been sent out when your profile was created, upon your initial enrolment in the mymobility program. Note: Usernames are not case-sensitive.

If you know you already set up your mymobility account, but have forgotten your username, please click on the “Forgot Username” link on the bottom left-side corner of the screen. On the next screen, enter the mobile number, date of birth associated with your account, and confirm your provider location. Then tap “Continue.”

Then, you should be prompted to confirm your identity using a temporary code sent via text message. Once you are finished confirming your identity, you will be directed back to the login screen and see a message on-screen containing your username. You should now be able to log in with that username. Note: Usernames are not case-sensitive. Another option to help with future logins would be to set up and use the Touch ID/Face ID option on your iPhone.

Can I change my username?

No. The username you created the first time you logged in to the app is the username you will always have.

Why is my username not working?

If your username is not working and you know you are typing it correctly, you can verify your username. To do this from the main login screen of the app, click on the “Forgot Username” link on the bottom left-side corner of the screen.

On the next screen, enter the mobile number and date of birth associated with your account and click “Continue.” Then, you should be prompted to confirm your identity using a temporary code sent via text message. Once you are finished confirming your identity, you will be directed to the login screen and see a message on-screen containing your username. Note: Usernames are not case-sensitive. Another option to help with future logins would be to set-up and use the Touch ID/Face ID option on your iPhone.

However, if the username that was sent to you is not the one you remember setting up your account with, please contact the mymobility support team at either +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com.

I forgot my password. How do I reset it?

On the mymobility app’s main login screen, click on the “Forgot Password” link in the bottom right-side corner of the screen.

On the next screen, enter your username and date of birth account, and confirm your provider location. Then tap “Continue.” Then, you should be prompted to confirm your identity using a temporary code sent via text message. Once you are finished confirming your identity, the next screen will let you reset your password. Once you go back to the app, you should be able to log in with your username and the temporary password.

Depending on your provider’s security preferences, all passwords are either a 4-digit numeric passcode OR case-sensitive, minimum of 8 characters long, and include at least one uppercase and one lowercase letter, one number and one special character—only: !@#$%()_-?/.,:’ <space>. Note: If you would like to see the password while you are creating it, click on the “eye icon” (on the right side of the password line) to temporarily reveal the password characters.

If your permanent password has been successfully changed and accepted, the app should let you know. For future use, it might be a good idea to write down your password somewhere safe. Keep in mind, passwords are case-sensitive. Another option to help with future logins would be to set up and use the Touch ID/Face ID option on your iPhone.

How do I change my password?

If you would like to change your password, you need to make sure you are logged in to the app. Click on the “Settings” icon on the right side of the bottom Navigation Bar.

Next, click on the “Change Password” option. From the next screen, you will need to enter your old password and then your new permanent password. Remember, depending on your provider’s security preferences, all passwords are either a 4-digit numeric passcode OR case-sensitive, a minimum of 8 characters long, and include at least one uppercase and one lowercase letter, one number, and one special character—only: !@#$%()_-?/.,:’ <space>. If your permanent password has been successfully changed and accepted, the app should let you know.

For future use, it is recommended to write down your password somewhere safe. Note: Your new password must be unique and cannot be one of the last 10 passwords used. Another option to help with future logins is to set up and use the Touch ID/Face ID option on your iPhone.

I have not received a text message after pressing the “forgot password” option. What’s next?

If you are sure you (1) entered your email address and phone number correctly, and (2) double-checked your text messages, please contact the mymobility support team at either +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com. If you think you may have entered your email address or phone number, you may want to try the “forgot password” process over again.

Why is my password not working?

If your password is not working and you know you are typing in the correct password, you can change your password. You will need to use the “Forgot Password” option at the Log In screen.

Remember, depending on your provider’s security preferences, all passwords are either a 4-digit numeric passcode OR case-sensitive, minimum of 8 characters long, and include at least one uppercase and one lowercase letter, one number, and one special character—only: !@#$%()_-?/.,:’ <space>. If your permanent password has been successfully changed and accepted, the app should let you know.

For future use consider writing down your password somewhere safe. Note: Your new password must be unique and cannot be one of the last 10 passwords used. Another option to help with future logins would be to set up and use the Touch ID/Face ID option on your iPhone.

I have correctly entered my login credentials, but am still unable to log in. What can I do next? Who can I contact to help me?

There are a few different options. If you have already tried clicking on the “Forgot Username” and “Forgot Password” links and you still have no luck, check your connection to the internet. To use the mymobility Patient app, you need to be connected to a Wi-Fi network or a cellular connection (i.e., LTE, 3G). To check your Wi-Fi or internet settings connection on your phone, go to your iPhone “Settings” and click on “Wi-Fi.” From here, check if you are connected to Wi-Fi or tap to connect to a network you would like to join.

If you are still having issues logging in to the app, please contact the mymobility support team at either +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com.

I am getting an error message that my language is not supported, what do I do?

This means that the mymobility Patient App currently does not support the language that your iPhone is set to. If you are choosing to change your language within the app, from the login screen, or from your settings page, ultimately, mymobility will redirect you to your iPhone settings, where you can choose a mymobility supported language that is also supported by your provider. The error message in the app should tell you what language(s) your clinician supports. If no language option is available, follow the below steps:

Open your settings app
Tap General
Tap Language & Region
Tap Other languages
Select a language
Return to mymobility, and the app error will take you to your mymobility language settings.

Troubleshooting

I am having problems taking pictures or video in the “Messages” section of the app.

You may not have given mymobility permission to access your camera. If you are unsure, go to your iPhone settings, then scroll down to where your apps are listed and select the mymobility app. On the next screen where it says “Camera,” make sure the switch is toggled to the right so it’s green, indicating that the option is enabled.

If you know you have given the program permission to do this and you are still having issues, try closing the program completely and restarting. If you know you have given the program permission to do this and you are still having issues, try closing the application completely and restarting. If that still does not work, please contact the mymobility support team at either +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com.

I cannot access my account.

If you try to log in and keep getting a notification that either your password or username is incorrect, try clicking on the “Forgot Username” or “Forgot Password” links. If you have unsuccessfully tried to access your account during login, you will be locked out of your account after 10 times. You should see a pop-up message that says, “Your account has been locked due to 10 failed login attempts. It will automatically unlock after one hour. If you are still unable to log in after that, please contact the mymobility support team at either +1 (844) 779-8208 or support@zbmymobilitysolutions.com.” By clicking “Okay,” it will take you back to the login screen. Keep in mind that before you are fully locked out of your account, you will receive warnings notifying you of how many more attempts you have before you are locked out.

My sound is not working. What can I do?

Make sure your phone sound is turned on by checking the button on the left-side of your phone. You can also push the volume buttons down or up on the outside top left of your phone. Another option is to double-check your sound settings under the “Settings” icon on your iPhone, by clicking “Sounds & Haptics” under the main “Settings” menu. Here, you can increase or decrease the volume of your phone.

I accidentally deleted the mymobility Patient app and can no longer find it on my phone. What do I do? Is everything I completed gone forever?

No, everything you have completed in the past is not gone. Make sure you download the mymobility Patient App on your phone again and log back in. Once you log back in, you should be able to see all your prior participation within the app. If you have questions regarding your prior participation in the app, please contact your Care Team. If you are having issues downloading the app again, please contact the mymobility support team at either +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com.

The mymobility Patient app closed unexpectedly. Why did that happen and what is next?

If this happens, make sure your phone battery is not dead. If the battery is okay, the app may have crashed. If you were unable to complete a task before the app crashed, you may have lost any unsaved data. Go ahead and open the app again and check if you need to restart any of your assigned items, or just continue where you left off before the crash. If you were in the middle of an exercise and were not able to fully complete it by logging your reps or minutes, that exercise will not be saved. In this case, instead of skipping the exercise, just log the number of reps/minutes that you completed for that exercise. Note: Any completed exercises and the number of reps/minutes you logged for that exercise should be saved in your app. Just make sure to complete the remaining exercises in the routine.

The mymobility screen has frozen. What do I do next?

The best option is to completely close out of the app (by clearing it out like you would when clearing out any running apps on your phone) and then re-open. Then, click on the “Settings” icon (on the right side of the bottom Navigation Menu Bar) and then click “Log out.” The app will ask if you are sure you want to log out. By clicking yes, you will be logged out of the app. However, if you are still having issues with the app, please wait 15 minutes and try logging back in. If you are still having problems, please contact the mymobility support team at +1 (844) 799-8208 or via email at support@zbmymobilitysolutions.com.

Access and Use

There is nothing on my To-Do List. What now?

If you have nothing on your To-Do list when you initially log in, this means you have completed everything assigned to you for that day already or you have nothing to complete for that day. Great job! You may either go back and review past completed educational items or just log out of the application for the day. Make sure you come back the following day for your next round of activities.

However, if you were expecting items on your To-Do List (i.e., education or exercises) and there is nothing, please send a message to your Care Team from the “Messages” section of the app to find out if there was an error.

How do I exit the application when it is in full screen on my phone?

If you press the “Home” button on the bottom of your iPhone, the app should close. To re-open the app, you can either double-click the “Home” button again to select the app or you can select the app icon on your phone. For iPhone X or newer, swipe up from the bottom of the screen to close the app.

If you just want to log out of the app, please click on the “Settings” icon on the bottom right side of the Navigation Menu Bar, and then click “Log out.” The app should ask if you are sure you want to Log out. If you click yes, then you should be logged out of the app.

Can I change the audio setting in the app?

No. You can only change the audio settings of your iPhone.

Can I change the speed of the audio in my exercise videos?

No. However, you may pause a video, or can restart a video from the beginning by pressing the rewind button.

Also, if you can loop the video, which will allow you to view the exercise being performed multiple times, until you select the pause button to stop.

Once a video finishes, you can also press the play button to restart it from the beginning.

What if I accidentally marked an activity (i.e., education, exercise, etc.) completed when it’s not done?

For Education items, they are always available in your Education library. If you haven’t completed the education item yet, you can view these at any time by clicking on the “Education” icon in the middle of the bottom Navigation Menu Bar.

For Assessment items, unless you fully completed the survey or assessment and clicked “Submit” at the end, the survey or assessment should still appear on the Home Page as not yet completed.

For Exercise Routines, unless you fully completed the routine, that routine should still appear as not yet completed and you can view all exercises. However, if you accidentally skipped an exercise in a completed routine, you may not go back to complete it. If that is the case, please message your Care Team to let them know what happened.

I exited my activity too early or would like to revisit it again. How can I do that?

If you have not completed the activity yet, you should still be able to see it on your “To-Do” List. If you would like to revisit an education item, please click on the “Education” icon on the bottom Navigation Menu Bar. From there, you can view all the education items that have been assigned to you. Select the item you wish to review and then you should be able to go through and review that education item.

For Exercise Routines, if you didn’t fully complete the routine yet, it should still be available on your “To Do List.” Keep in mind, if you do not complete an exercise routine the day it is assigned, you will not be able to complete it on another day. The mymobility program only allows you to enter the number of reps/minutes you were assigned. This is to help you avoid doing too much too fast, which could lead to injury and may slow down your recovery progress.

Is there a tip sheet to remind me of the top things to remember to do during each exercise?

Not right now. If you have questions about an exercise routine, please contact your Care Team through the “Messages” section of the app.

I already started my routine, but the app closed. How do I get back to where I was?

Try relaunching the app and start your assigned routine again. You may have to start your routine from the beginning as your previous work may not have been completely saved. However, you can skip any exercises you already finished. Just make sure to explain to your care team what happened by sending them a message through the “Messages” section of the app. Also, make sure you correctly enter the number of repetitions you completed for each exercise, especially if you skip an exercise, you have already completed.

What do the progress rings on the Home Screen mean?

There are three progress rings—Education, Assessments, and Exercises—on your home page to give you a snapshot of your activity statistics. If you click on the drop-down arrow below each progress ring, a collapsible box will include an explanation of what that ring represents and how that activity percentage is calculated.

I am unsure about something that was assigned to me or have other questions I want to ask my Care Team. How do I send a message to my Care Team?

If you have any questions about something that was assigned to you, please feel free to reach out to your Care Team. You can send a message at any time through the “Messages” icon on the bottom of the Navigation Menu Bar. From the “Messages” screen, start writing your message in the “Enter Message” box near the bottom of the screen.

The format is like sending a text message on your phone so when you are done, just click the magenta arrow on the right side of the message text box to send the message to your Care Team. You may also send a picture or video through the app by clicking on the camera icon on the left side of the message text box.

Once you are finished with your message, make sure to click the “Send” button in the bottom right corner. If your message shows in the message thread, that means the message was sent to your Care Team.

How do I know who is on my Care Team?

To see who is on your Care Team, click on the “Messages” icon on the bottom Navigation Menu Bar. In the upper right corner of the “Messages” screen, click on the people icon. A list of your Care Team members should appear.

Why can’t I see my clinician listed on my Care Team in messages?

If you are unable to see your clinician listed, it may be because you have had multiple procedures. To review your care team for a different procedure, navigate to the home page and tap the header with the caret to see a care plan selection menu. From there you can select a different, care plan, and follow the above instructions under ‘How do I know who is on my Care Team?’.

Why am I being asked to complete assessments?

You will be asked to complete assessments throughout your recovery journey. Your submissions provide insight into how you are progressing. They help your Care Team assess your recovery and compare your pre and post-operative results to the associated survey benchmarks to evaluate your progress.

Why am I being asked my past medical history?

You may be asked about your past medical history details in the form of a survey before or after your procedure. Your responses will help create analytical models to improve the mymobility patient experience and support your Care Team to evaluate the right care for you. Your Care Team may choose to turn this survey on or off based on their preference.

Why am I being asked to provide my pain rating and/or medication usage?

You may be asked throughout your entire episode of care, to provide your current pain rating and medication usage. We ask you to respond to these short questionnaires to provide your care team with up-to-date information on how you are feeling and how much medication you are taking. This information will be taken into consideration with the rest of your statistics to measure your progress and keep your recovery on track. How often and if you are asked about your pain & pain medication use will depend on your Care Team’s preferences.

Why am I being shown my Apple Watch wear statistics?

If you have paired an Apple Watch and agreed to share your Apple HealthKit statistics with mymobility, you may see your Watch Wear statistics on your home page. Tapping this modal will display more information on your Watch Wear statistics. Your Care Team values the data from the Apple Watch, so you should have a goal of wearing the watch at least 8 hours a day, at least 4 days a week, but wearing it more frequently will help your Care Team be able to better monitor your care. If you have an Apple Watch and do not see this modal, it may be because this is not a feature your surgeon supports at this time.

Can I video chat with my Care Team?

A video visit with your Care Team may be an option based on your Care Team’s feature preferences. However, through the messaging feature, within the app, you can take a video on your phone, and send it to your Care Team.

I completed my exercise routines. Why can I not enter the number of repetitions or minutes I completed?

If you are unable to add the number of repetitions (reps) or minutes you completed, you may have done more than the assigned number of repetitions/minutes. The mymobility program only allows you to enter the number of reps or minutes that were assigned. This is to help you avoid doing too much too fast, which could lead to injury and may slow down your recovery progress.

How long will I stay logged in to the app before I am signed out and must re-sign in (i.e., minutes of inactivity/closing the program/locking the phone, etc.)?

If you fully exit out of the app (i.e., swipe up to fully close out/exit the app), you will have to log back in. You will be logged out of the app after 15 minutes of inactivity if you either lock your phone, minimize the app to do other tasks on your phone, or just leave the app open without doing anything else.

Keep in mind, if you are in the middle of any activity, but don’t completely close out of the app, any progress might be lost. Just make sure before leaving the app, you fully complete any of your activities, so you don’t lose any progress.

I couldn’t do my exercise routines yesterday. Why can’t I see them today?

Exercise routines do not carry over either during your pre-procedure or post-procedure timeframes. This is to help you avoid doing too much in one day, which could lead to injury that may slow down your recovery progress.

What does it mean when I am discharged?

To be discharged means that your Care Team has decided you no longer need to be enrolled in the mymobility program. You should not have access to any of the services in the mymobility app. If you find you still need help or have any questions, please contact your Care Team. As always, in case of an emergency, please immediately call your country’s medical emergency number.

What does it mean when I am discharged but have recently had more than one procedure and am currently following multiple care plans?

This means the Care Team for one of your care plans has decided you no longer need to be enrolled in the mymobility program for that procedure. Discharge is specific to a care plan so continue to check your other procedures for tasks or messages from your Care Team.

Can I be re-admitted as a patient? What does that mean?

Yes. If your Care Team decides you need to be re-admitted after you have already been discharged, you can be admitted back into the mymobility program. If you have any additional questions, please contact your Care Team.

How do I view a care plan for an additional procedure?

There are two ways to view a care plan for an additional procedure. If you have more than one procedure, when you first log into the mymobility Patient app you will be presented with a care plan selection screen. From there you can choose which care plan to view. If you are already inside a care plan, you may toggle between care plans on your home screen by selecting the header with the caret next to it and choosing from a care plan selection menu.

What does the bell icon next to the care plan header menu mean?

The magenta bell icon indicates that you have unfinished education, assessment, or exercise tasks for a care plan that you are not currently viewing. To view those tasks, click the care plan header at the top of the home screen and select a different care plan from the care plan selection menu.

Messages

Who can I send messages to?

You are only able to send messages to your entire Care Team. Once you send a message to your Care Team, they will be notified they have a message waiting for action. You may send or check messages through the “Messaging” tab. If you respond to a message from your Care Team, the message will be sent to all members of your Care Team.

What is an Out of Office notice?

This notice will only show if your clinic has set their office hours in the mymobility platform.
Outside of clinic office hours, the Out of Office notice will show in a banner at the top of the Messaging tab. The notice is customisable by your care team, who might advertise office hours and/or provide alternative ways to seek care while they are out of office.

What should I expect when seeing an Out of Office notice?

When an Out of Office banner is present on the Messaging tab, you can expect to see a delay in response time from your Care Team until they are back in office.

May I look back at messages I have already sent?

Yes, through the “Messaging” icon on the bottom Navigation Menu Bar, you can view all messages that have been sent and received between you and your Care Team.

Can I send a picture or video message?

Yes, you may. When you are logged in to the app, please click on the “Messaging” icon on the bottom Navigation Menu Bar. You will have the option to click on the camera icon to send a picture or video.

On the next screen, you will have the option to add either a photo or video. The first time you add a photo or video, the app will ask if you would like to allow the mymobility app access to your camera and then your microphone. By selecting yes, you should now be able to either take a photo or record a video.

To take a photo, tap on the word “Photo” so it is highlighted blue. You have the option of either taking a photo of something in front of you or clicking the “Switch” button to switch to the front screen camera to take a picture of yourself.

To take a video, tap on the word “Video” so it is highlighted blue. You have the option of either taking a video of something in front of you or clicking the “Switch” button to switch to the front screen camera to take a video of yourself. Keep in mind, you can take up to a 90-second video.

Once you are finished taking a photo or video, you have the option to either retake the photo/video or click “Done” in the upper right corner. If you decide not to use your photo or video after taking it, you can click on the “Retake” button and then on the next screen, click “Cancel.”

If you are pleased with the photo or video to send to your Care Team, click “Done” in the upper right corner to attach the photo/video to your message. However, you can still remove or retake the photo/video by clicking the ‘x’ in the upper right corner of the photo/video while it is still in your message text box, before sending the message to your Care Team.

Apple Watch Wrist Wearable Device

Do I have to purchase and/or use an Apple Watch to be enrolled in the mymobility program?

No. You do not need to purchase or even use an Apple Watch to be a part of the mymobility program.

What is the purpose of using the Apple Watch?

The benefits of using the Apple Watch in combination with the mymobility program include an easier way to track flights of stairs and step count to help aid you and your Care Team throughout your recovery. In addition, the Apple Watch will notify you when you have new, assigned opportunities available in the app. It also gives the option for an instant look at your statistics to help you in your post-surgical recovery process.

How will using the Apple Watch help me in the mymobility program?

The Apple Watch can help you, as a patient, by providing notifications that tasks are due and collecting information. This allows your Care Team to have more up-to-date health data about you and to adjust your care plan, as needed.

I am having issues using my Apple Watch in the mymobility program. Who can I reach out to for help?

Please contact mymobility support or via email at support@zbmymobilitysolutions.com.

Telehealth – Video visit

What is Telehealth – Video visit?

Telehealth video visit service, through the mymobility app, supports convenient and accessible clinical care delivery to patients through the mymobility platform.

How can I sign up for this service?

There is no sign up for this service, please contact your Care Team to check if this service is offered via the mymobility platform.

Can I use my mymobility username and password for this service?

Yes, the video visit service is offered within the mymobility mobile app and therefore you do not have to create a new username or password.

Is there any cost for me for to use the video visit service?

To use this service, you will need to connect to the internet using Wi-Fi or wireless internet service so you may incur additional data charges from your wireless service provider.

How do I setup, change or cancel a video visit appointment with my care team members?

Please contact Care Team directly to schedule, change or cancel a video visit appointment. Currently, the mymobility platform does not support scheduling, changing or canceling appointments.

Will I receive notifications on my mymobility Patient app regarding my video visit appointments?

Yes, you will receive a push notification when a new video visit appointment is scheduled by your Care Team. You will also receive a push notification when a scheduled appointment is updated or cancelled.

Can I add my video visit appointment details to the calendar in iPhone?

Yes, you can add the video visit appointment details to the calendar in your iPhone from the video visit appointment details page.

What if I forget to join the video call with my care team members, will there be a charge?

If you forget and do not show up for the video visit appointment, you may be charged a No-Show fee by the Care Team. Please make sure to contact your Care Team to understand their video visit policies.

My camera is not working, how do I turn it on?

The mymobility app will check if the camera is turned on automatically prior to connecting to the video call. If the camera is not working during the video visit, then check if the camera icon is disabled. You can enable the camera by clicking on the camera icon.

My camera settings are turned on but the camera is still not working, what should I do?

If the camera is not working during the video visit,then check if the camera icon is disabled. You can enable the camera by clicking on the camera icon.

Do I need to turn on my camera to participate in the video call?

Yes, a video visit will only be supported if the camera is turned on.

I have joined the video call, but my care team member is still not here, how do I contact my care team member?

The Care Team member may be running late and if you need to contact them, you can reach out directly over the phone. The mymobility Patient app does not provide a channel to contact the care team during the video visit.

If you have additional questions about your care regarding your physical condition, activity, pain, care plan (or instructions from your doctor contained in your care plan), or specific exercises, contact your Care Team. If you were unable to resolve your technical issues using the FAQs above, please contact the mymobility support team by phone or email.

Range of Motion – Shoulder

What is a range of motion assessment?

A range of motion assessment is an evaluation of your mobility using a series of movements that helps your clinician determine whether you are successfully progressing in your post-surgical care plan.

Where do I find my range of motion assessments?

If you have a range of motion assessment assigned to you by your clinician, it can be found under the ‘Assessments’ header on the home screen of your mymobility app.

Where can I find the instructional video on how to complete an assessment?

After you’ve selected the range of motion assessment from the mymobility home page, you will be directed to an instructional video on how to successfully complete a range of motion assessment. If you had previously selected ‘Do not show this again’ then the video can be accessed by tapping the question mark icon in the upper right corner of any screen inside the range of motion assessment.

What do I do if my range of motion assessment fails to upload?

After submitting your range of motion assessment it will show that it is being uploaded so that your clinician can track your progress. If you receive an error message stating that your assessment failed to upload, it can be re-uploaded from the home screen by selecting the upward-pointing arrow next to the assessment.

What if I forget to do my range of motion assessment on the day that it is assigned?

Your range of motion assessment will not disappear until you complete it.

What do I do if I make a mistake during my assessment?

If you make a mistake during your range of motion assessment, there is an option to redo it. Once you’ve finished your assessment, select ‘Stop’ and you will see a video clip of your assessment along with an option below it to redo.

When should I redo my assessment?

Only redo your assessment when there is a problem completing the reps for your assessment or if another person walks into the camera screen.

WalkAI™

What is WalkAI™ Predicted Walk Speed?

WalkAI™ is the first artificial intelligence (AI) system (for hip and knee replacement patients) to generate daily (post-operative days 15 thru 90) predictions about how fast you might walk 90 days after surgery. WalkAI™ uses activity data collected from your iPhone to compare and predict an average speed of your walking.

You can also compare your predicted walk speed progress to patients like yourself. This comparison is made during your everyday walking activity and is relative to patients like you, as well as to your preoperative walking measurements.

Every patient recovers from surgery differently and walking speed is only one measurement of your recovery. Whatever your predicted walking speed indicates, it is important to follow your instructions in mymobility and any other instructions from your surgeon and care team. If you are concerned about your walking speed, talk to your care team.

This information is intended for patients utilising the Zimmer Biomet Connected Health mymobility® digital application (‘app’). Zimmer Biomet Connected Health does not practice medicine. Only a licensed healthcare provider can determine the treatment appropriate for your specific condition; appropriate post-operative activities and restrictions will vary from patient to patient. The care plan and instructions contained in your mymobility app have been chosen and prescribed for you by your physician and all questions relative to your medical condition must be directed to your prescribing physician.

The information supplied by you through this application will be used by Zimmer Biomet or its affiliates in compliance with applicable data protection legislation; please see the Privacy policy on your mymobility app for additional information.

All content herein is protected by copyright, trademarks and other intellectual property rights, as applicable, owned by or licensed to Zimmer Biomet or its affiliates unless otherwise indicated, and must not be redistributed, duplicated or disclosed, in whole or in part, without the express written consent of Zimmer Biomet.

All name used in this document are fictitious. No identification with actual patients or health care professionals is intended or should be inferred.

Apple, Apple Watch, iPhone, HealthKit, Face ID & Touch ID are trademarks of Apple Inc., registered in the U.S. and other countries.