FAQ’S

WHO ARE WE?

HealthClick aims to inspire people to better manage their conditions by integrating healthy habits into their daily life.

We are proud to say that HealthClick has been designed by a team of leading professionals worldwide. Coming from the fields of medicine, psychology, nutrition and behavioural science, the HealthClick program is tailor made specifically for the individual.

This fully-automated program empowers users to better manage their condition by integrating physical activity, medications adherence, regular health surveys, as well as a balanced diet, right into your daily routine.

WHAT IS HEALTHCLICK?

  • HealthClick is a personal mobile-based digital health coach designed to help you better manage your condition and improve your quality of life.
  • Throughout the day we send you personalised suggestions that fit into your daily lives, to help you follow your treatment plan. We encourage you to take your medications on time, complete regular health surveys, maintain a healthy diet, all while staying active.
  • We help you integrate physical activity (mainly walking, but you can also perform other aerobic exercises as long as you carry your phone) into your day – every day – until it becomes a part of your daily routine.
  • We start with smaller goals, which we adapt gradually, based on your progress.

GENERAL GUIDELINES

  • Keep the app running in the background, it does not drain the battery.
  • Allow the app to send push notifications. This is how the app works to help you become healthier and achieve your health goals.
  • Allow the app to use GPS/location. This allows us to be more accurate with our calculations (HealthClick only uses your data for personalised guidance).
  • Avoid activating battery optimisation directly on the HealthClick app. Sometimes the operating system default settings use a battery optimiser that runs an aggressive energy policy which terminates apps that have not been used for a while. HealthClick app was designed to track user activity in the background, and consume minimal energy.
  • Allow the app to access your calendar. This allows us to send you just-in-time suggestions.
  • We send you questionnaires from time to time to understand your needs and help improve the program. Your feedback is important to us!

NOTICE

HealthClick is not a health care provider. The contents of its service, such as text, graphics, images, and other material contained in the services are not a substitute for the professional judgment of a physician or health care professional in diagnosing and treating patients.

If participants have or suspect that they have a medical problem or condition that may prevent them from continuing the program, they are required to stop the program immediately and contact a qualified health care professional.

Patients must consult with their health care professionals, perform all necessary research and use their judgement before making any health, exercise, activity or lifestyle choices. Please engage in any activity and/or exercise responsibly.

If you experience any technical problems, please contact us at: HealthClick@sweetch.com

  

HOW DOES HEALTHCLICK ACTIVITY TRACKING WORK?

HealthClick uses sensors and location information from your smartphone device to recognise activity, routes and places. The data is uploaded to our servers, which does most of the complex processing providing you with personalised suggestions that will help you achieve your goals.

WHERE SHOULD I CARRY MY SMARTPHONE?

HealthClick works in your pocket, bag, purse, hand or armband – the important thing is that you have your smartphone with you. The app cannot track your walking or running if you leave it at home ?

WHICH ACTIVITIES DOES HEALTHCLICK RECOGNISE?

HealthClick recognises walking or running. Other activities are not yet recognised, but we are constantly working hard to bring in new features and benefits.

HOW ACCURATE IS THE ACTIVITY COUNTER?

HealthClick recognises activity when you are continuously walking or running.
To help you better manage your condition, we are eliminating short activities that have no clinical effect such as walking around the house, washing the dishes, doing laundry, cooking and more.

DOES HEALTHCLICK RECOGNISE RUNNING AND WALKING ON A TREADMILL?

If you carry your phone, it will recognise the activity.

HOW DOES THE APP WORK IN THE BACKGROUND?

The app automatically tracks your activity in the background 24/7. If you remove it from the recent apps list, HealthClick will be off for a while, but it wakes up automatically when you move to a new location.

IS GPS ON ALL THE TIME?

No. GPS is only used when you are moving, and it is used occasionally to detect movement speed and routes. Note that the arrow icon in the status bar doesn’t mean that the GPS is on. It’s indicating that location services are on in general.

WHY CAN’T I CHANGE MY DAILY AND WEEKLY GOAL?

HealthClick creates a highly personalised activity plan which is continuously tailored to individual’s behaviors, life habits, and motivation. Assigning daily and weekly goals based on your activity performed.

CAN HEALTHCLICK RECORD ANY ADDITIONAL EXERCISES BESIDES WALKING AND RUNNING?

According to the CDC and WHO, achieving 150 moderate intensity active minutes a week has significant health benefits. Moderate intensity activity would be brisk walking or jogging and therefore HealthClick app incorporates LTPA (Leisure time physical activity) into your daily routine. We provide you with real-time suggestions, assigning you with activity goals.

WHY DOES HEALTHCLICK SOMETIMES RECOGNISE ACTIVITY OR PLACES INCORRECTLY?

HealthClick is based on state-of-the-art activity- and place-recognition algorithms, but minor hiccups can (and will) occur and we are working hard to improve the accuracy.

DOES HEALTHCLICK WORK ABROAD WHEN DATA ROAMING IS OFF?

Activity can be collected without an internet connection. However, if you travel to a new country and do not have an internet connection, the personal suggestions may be less accurate, and updating your program may be difficult until you establish a network connection. Visiting a Wi-Fi hotspot just once can help HealthClick improve the accuracy.

WHAT SHOULD I DO IF I DON’T SEE ACTIVITY IN HEALTHCLICK APP?

Activity is captured using the device sensors to provide you with real-time suggestions. If activity is not captured, verify the following:

  1. iOS –
    1. You are using an iPhone device
      1. Model 5s or above
      2. iOS 10 or above
    2. Permission to Motion & Fitness is enabled (Device Settings > HealthClick)
    3. Permission to Background App Refresh is enabled (Device Settings > HealthClick)
    4. Permission to Enable Location Services set to “Always”
    5. Permission for Notifications set to Allow, and Always show previews (Device Settings > HealthClick > Notifications > Show Previews > Always)
  2. Android –
    1. You are using an Android device
    2. OS is Jelly Bean MR2 or above
    3. Android 5 (API 21) or above
    4. Google play services are updated
    5. Allow Location in HealthClick App Permissions (Device Settings > Applications > HealthClick App > App Permissions > Allow Location)
    6. Disable Battery optimisation for the HealthClick App, for instructions click here
    7. You are Samsung User: Add the HealthClick App to “Unmonitored Apps” List, for instructions click here

HOW DO I UPDATE MY HEIGHT?

You can update your height through your Profile in HealthClick app (HealthClick > Menu > My Profile > Height).

HOW DO I REPORT MY WEIGHT?

You can update your weight through HealthClick app home screen by clicking “Track Weight” (HealthClick > Track Weight > Update Weight).

HOW DO I REPORT A PROBLEM?

If you are experiencing a problem that is making your HealthClick experience less than optimal, please let us know! You can do it by reporting a problem from the setting menu (HealthClick > Menu > Settings > Report a problem).

HOW CAN I RESET MY PASSWORD?

In order to reset your password, please follow these steps:

  1. Tap on “Existing User” (on the first welcome screen)
  2. Tap on “Forgot Password”
  3. Enter the phone number you used to create an account with HealthClick
  4. You will receive an SMS with a temporary link to reset your password
  5. Click on the link and create a new and secured password
  6. If the system doesn’t recognise your previous account or if you don’t receive an SMS, send us an email to HealthClick@sweetch.com

I FORGOT MY PASSWORD, WHAT SHOULD I DO?

If you forgot your password, you will have to reset it by the following steps:

  1. Tap on “Existing User” (on the first welcome screen)
  2. Tap on “Forgot Password”
  3. Enter the phone number you used to create an account with HealthClick
  4. You will receive an SMS with a temporary link to reset your password
  5. Click on the link and create a new and secured password
  6. If the system doesn’t recognise your previous account or if you don’t receive an SMS, send us an email to HealthClick@sweetch.com

CAN I USE A HEALTHCLICK ACCOUNT ON MY NEW DEVICE?

  1. Make sure you have created an account on HealthClick
  2. Download HealthClick app on your new device
  3. Tap on “Existing User” and enter your username and password

CAN I USE MY HEALTHCLICK ACCOUNT ON TWO DEVICES?

Not in parallel. You should log off on one device and only then login in another.

CAN I USE MY HEALTHCLICK APP ON TABLETS/IPAD?

No, HealthClick is meant to be used on your mobile phone and track your activity in real-time.

If you transfer from iOS to Android, please contact us at: HealthClick@sweetch.com

HOW DOES PRIVACY WORK?

The personal information you provide us through your use of the app is governed by our Privacy Policy. We respect your privacy, and a complete statement of our current privacy policy can be found on our website. We may update our policies and practices from time to time at our sole discretion.

HOW IS MY DATA PROTECTED?

HealthClick is a HIPAA compliant solution, which means we put the most stringent security measures in place to protect your information. We use technical, contractual, administrative and physical measures in an effort to protect against unauthorized access. These include secure servers, SSL and encryption.

WHAT KIND OF PERMISSIONS DOES HEALTHCLICK NEED?

In order to provide you with a personalised user experience throughout your HealthClick journey, please allow the following permissions:

Both iOS and Android users –

  • Motion and Fitness
  • Notifications
  • Location Services
  • Calendar
  • Bluetooth for Scale Sync

iOS only:

Please enable the following permissions so that HealthClick can provide you with accurate activity tracking and real-time suggestions when the app is open and in the background:

  1. Background App Refresh –
    • Upon registration enable Background App Refresh (Settings > HealthClick > Background App Refresh > Enable)
  2. Location Services –
    • iOS 12 and below: Upon registration set your location permissions to “Always Allow”
    • iOS 13 and above:
      1. Initial Prompt:
        • Upon registration set your location to “When in use”
      2. Secondary Prompt:
        • Set your location permission to “Always Allow”

At any time you can go to your settings to enable Location permissions (Settings > HealthClick > Location > Always Allow)

Android only:

  • Storage
  • Pop-up Windows

WHY DOES HEALTHCLICK NEED THOSE PERMISSIONS?

HealthClick only asks for permissions which are needed to provide you a personalised experience and help you better manage your condition. The permissions for this information allow us to send you just-in-time personalised suggestions.

HOW DO I ENABLE/DISABLE PERMISSIONS?

Changing the permissions is done in the device settings:
iOS: Device Settings > HealthClick
Android: Device Settings > Apps > HealthClick > Permissions

WHY IS HEALTHCLICK NOT COUNTING MY ACTIVITY?

It is possible that your activity is not counted because the permission to device motion is disabled.
To enable permissions, open the device Settings > Apps > HealthClick

WHY DON’T I GET NOTIFICATIONS?

It is possible that you are not getting notifications because the permission to notifications is disabled.
To enable permissions, open the device Settings > Apps > HealthClick