Frequently Asked Questions for the Patient Web Experience

The following frequently asked questions are here to help you solve any issues you may experience when using the mymobility web experience.

If you experience any feelings of pain, lightheadedness, 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 CONTACT YOUR COUNTRY’S MEDICAL EMERGENCY NUMBER IMMEDIATELY.

General

What is mymobility?

mymobility is a digital interactive care plan accessible via mobile applications for iOS and Android devices, and via the web. mymobility 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 your progress and adjust your care plan accordingly. The mymobility Program can be used to prepare for and recover from a procedure or 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 and recover from a procedure. 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.

Login

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

From the main login screen, click on the “Log In” link and then from the next screen, click on the “Forgot Username” link. 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. Enter that texted code when prompted on the screen. 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.

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 enrollment 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 your 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. Enter that code on the screen when prompted. 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.

Can I change my username?

No. The username you created the first time you logged in to your account 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, click on the “Forgot Username” link.

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.

However, if the username that was sent to you is not the one you remember setting up your account with, please contact your Care Team. If you are still having issues, 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 main login screen, click on the “Forgot Password” link.

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. Enter this code on the screen when prompted. Once you are finished confirming your identity, the next screen will let you reset your password. You should now be able to log in with your username and the temporary password.

Note: 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 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, mymobility should let you know. Keep in mind, passwords are case-sensitive.

How do I change my password?

If you would like to change your password, you need to make sure you are logged in to your mymobility account. Click on the “Settings” icon on the 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 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, you will see a confirmation.

Note: Your new password must be unique and cannot be one of the last 10 passwords used.

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 mymobility support 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, 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, you will see a confirmation.

Note: Your new password must be unique and cannot be one of the last 10 passwords used.

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 mymobility, you need to have a reliable internet connection.

If you are still having issues logging in to your mymobility account, 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 mymobility currently does not support the language selected. If you are choosing to change your language within your browser, from the login screen, or from your settings page, where you can choose a mymobility supported language that is also supported by your provider. The error message in your browser should tell you what language(s) your clinician supports.

Troubleshooting

I cannot access my account.

If you try to log in and keep getting an alert 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 mymobility support 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 computer sound is turned on and adjust the volumes as needed.

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 to find out if there was an error.

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 on the navigation bar.

For Survey items, unless you fully completed the assessment and clicked “Submit” at the end, the 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” section on the Navigation 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.

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

Try reopening the web page or reloading the URL. 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. 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 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 arrow on the right side of the message text box to send the message to your Care Team.

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” section from the Navigation Menu Bar. A list of healthcare professionals that are on your Care Team should appear on the left-hand side of your screen.

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 if you wear it more frequently, that 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.

I am not seeing any data on my Persona IQ® stats card, why?

Pre-surgery, no data will display on any stats cards available in the “Stats” section on the Navigation Bar. Post-surgery, if no data is displaying, be sure to check if your home base station is set up and connected correctly. If you are unsure if your home base station is connected, or have trouble with setting this up, please contact mymobility support or via email at support@zbmymobilitysolutions.com.

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 my account before I am signed out and must re-sign in (i.e., minutes of inactivity/closing the program, etc.)?

If you log out of your mymobility account, close your browser, or navigate to a different window for a period of time, you will have to log back in.

Keep in mind, if you are in the middle of any activity, but don’t completely log out of your account or close your browser, any progress might be lost. Just make sure before navigating away, 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 mymobility. 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 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 customizable 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” section 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?

No, video messages and pictures are not available on the Patient Web Experience currently.

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 your mymobility account. 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 alerts 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.

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 mymobility Support by phone or email. If reaching out by email, please provide a detailed description of the problem you are experiencing, an error message if applicable, and a photo of the issue you are having.

mymobility support Email: support@zbmymobilitysolutions.com

This information is intended for patients utilizing 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 names 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.

Persona IQ^® The Smart Knee^®
The objective kinematic data generated by the CTE with CHIRP System are not intended to support clinical decision-making and have not been shown to provide any clinical benefit. Not all patients are candidates for this product and/or procedure. Only a medical professional can determine the treatment appropriate for your specific condition. Appropriate postoperative activities and restrictions will differ from patient to patient. Talk to your surgeon about whether joint replacement is right for you and the risks of the procedure, including the risk of implant wear, infection, loosening, breakage or failure, any of which could require additional surgery. For a complete list of benefit and risk information and to find a health care professional near you visit www.zimmerbiomet.com or call 1-800-HIP-KNEE. 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.
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