Patient Self Help
ChronicCareIQ offers a comprehensive patient help site where patients can learn about connected care services and get answers about the ChronicCareIQ application.
ChronicCareIQ Patient Help Site: https://help.chroniccareiq.com/
ChronicCareIQ Patient Support Number: 888-996-8664
ChronicCareIQ Patient Support Email: [email protected]
Communications Panel
All communications sent to patients via ChronicCareIQ are logged on the “Communication Log” page within the patient chart. This page gives staff insight to types of communications sent to patients and tracking of those communications if available:
The communications log will show system and manually generated emails, texts, and mobile App notifications sent to patients. Click on the icon beside the type of notice to see tracking of email or text delivery, clicks, and opens. Please note: not all emails and mobile phone carries allow tracking, so data might not be complete. Mobile App notifications are NOT trackable due to manufacturer and App Store rules, so no tracking will be available for mobile App push notifications:
Please see this page for more information: Communication: Send and Log
Common Patient Support Requests
Password Reset
Follow these simple steps to reset the patient’s password:
Navigate to the patient chart and select the “Actions” tab
Choose “Reset Password” from the list of options
To send the patient an email with a link to reset their password, click the blue “Reset Password” button. The password reset link will appear in a new window.
To create a custom password, click the “Set Password” checkbox and enter the custom password in the text box. Click the blue “Reset Password” button to complete. The new login credentials will display on the screen.
Temporarily Pause Reminders
To temporarily pause a patient’s monitoring, please see the pause patient page:
Deactivating A Patient
To deactivate a patient from the program, please see our deactivating patients page:
Patient Isn’t Receiving ChronicCareIQ Emails
First, verify the patient’s email address to ensure it has been entered into the system correctly. If the email address is correct, have the patient check their Spam or Junk folder. Emails often end up in these folders due to email filters. If the email gets filtered as Spam or Junk, have the patient mark the email as “Not Spam/Junk” so that the emails go directly to the patient’s inbox.
In addition, sometimes emails may show in ChronicCareIQ as “invalid”. There are a variety of reasons this may occur. If the email address is correct, contact [email protected] to have a member of our team find out why the email is invalid. We will research the issue and get you the answers you need to communicate with your patients.
Patient help page for email support: https://help.chroniccareiq.com/how-to-use/answer/not-receiving-email-reminders/
App Issues
If the CCIQ App isn’t performing as expected or if patient is experiencing slowness, they may not have the most recent App update. The CCIQ App always performs better using the most up-to-date version of the app. Ensure your patient has upgraded to the latest version by asking them do download any App updates from the mobile App store.
If a patient has additional issues with the ChronicCareIQ App, please have them reach out to Patient Help at 888-996-8664 for troubleshooting assistance.