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Redivus Health Support

Need assistance using the Redivus Health app? You’ve come to the right place. For general usage questions and issues, please consult our FAQ down below. Can’t find what you’re looking for? Please contact our Support Team.

By Phone

Toll Free: (800) 217-9360
Local: (913) 210-1782

Choose Option 2 – Customer Success

By Email

Send a message to a Redivus Support Technician

 

support@redivus.com

Frequently Asked Questions

Everything you need to know about the Redivus Health app.

General

Redivus Health is an actionable, clinical decision support (CDS) system designed to guide clinicians through time-critical, high-mortality medical events. Redivus differs from other CDS systems by providing interactive guidance through the event with evidence-based protocols. Redivus is also designed for individuals as well as teams.

Redivus was designed by clinicians for clinicians. The solution is specifically designed for physicians, residents, fellows, CNA’s, LPN’s, RN’s, NP’s, paramedics, and BLS and ACLS first responders.

Both! Redivus is designed to work for you as an individual clinician providing care, but allows you to invite other clinicians to monitor and/or care for patients. Redivus is designed to be flexible and work along side you regardless of your workflow and staffing approach. Organizations can create and use teams to collaborate and coordinate care. It’s completely configurable and up to you.

Choices are always good. We decided to offer two versions of our solution, called Lite and Pro, to better align functionality, value, and budget for our customers. The primary difference between Lite and Pro is that Lite does not include Care Coordination, Teams, or EMR integration.

We offer subscriptions for individuals and teams with monthly or annual renewal. Team subscriptions may be paid monthly or annually with an additional discount. Redivus recommends subscribing to the critical care bundle, however, we can choose a single or pair of scenarios a la carte.

The simple answer is, no. If we’ve done our job, we think you’ll find a simple, intuitive user experience that become familiar very quickly. After 20-30 minutes with the app, you’ll be a care-giving machine. If you’re the type that likes a little tutorial before you dive in, email support@redivus.com and we’ll walk through it.

We would LOVE to hear from you! While we have some pretty stellar clinicians and developers, we know we can’t think of everything or find every single bug. If you find a bug, please let us know and we’ll get it fixed in a jiffy. If you see something that could be better or you have a suggestion for a new feature please drop us a note. If you have clinical or technical questions, please send them our way. We promise to get back to you. The easiest way to reach us is to go the Manage screen, tap the feedback button, provide as much detail as you can, and tap the Send Feedback button. Or, you can head over to the Support page for contact details.

English. That’s it for now since we’re only available in the United States. As we grow, we’ll roll out support for other languages. If you’re interested in another language or you’re outside of the U.S., please let us know. We don’t want to miss an opportunity to serve you.

Currently, contact information can only be viewed in the Manage screen. If you need to change your contact information, please send an email to support@redivus.com.

Getting Started

To start a new event, tap on the Pathways button in the bottom tray. From the Pathways screen tap on the event you wish to start.

Redivus supports managing multiple patient events concurrently. Once an event is started, you’re able to switch between events from the events tab.

When you wish to finalize an event, go the to document tab and select the finalize button. Don’t worry, if you ever need to reactivate an event, you can do so by going to the event on the event screen, tap the event, then the reactivate button.

Pretty much everything. We record and timestamp every action taken in the app. Our goal is to make it easy to add details from the event or the entire document to a patient record in the EMR.

Document sharing is enabled via email. Click on the document tab, then tap the email icon, enter an email address, and tap the share button to email the document. Printing from a mobile device is not supported today, but a feature we will enable soon.

In-app alerts have been created to bring attention to the need for clinical interventions. Push notifications have been designed for both clinical interventions as well as administrative events such as being added or removed from an event or ownership being transferred.

Push notifications work like they do for all your other apps. When you don’t have the app open or running in the background, push notifications are sent to your device to make sure you don’t miss out any events.

When you’re in the app or the app is running in the background, in-app alerts are designed to notify you and bring your attention to clinical events or tasks that need actioned. We have a bell icon with a badge in the header showing the number of unread alerts. We also have an alert screen that lists all the alerts and allows you to clear out the alerts that are no longer relevant.

Owners are able to action on the event and members are in a view-only mode. Owners can transfer ownership to another team member or members can take ownership from another owner in order to action the event. Don’t worry, we keep everyone informed when ownership is transitioned with push notifications.

Sharing was designed to allow multiple caregivers to coordinate care in an event. Sharing allows you to instantly add team members to an event. The added member receives a notification that they’ve been added to an event. Once added to an event, members can can view the event and receive alerts and notifications when action is required. Members can remove themselves from an event or take ownership.

Clinical

The clinical algorithms for cardiac arrest and stroke are based on AHA guidelines. The algorithm for sepsis is based on the Surviving Sepsis Campaign.

We use evidence-based protocols and present them in a way that aids in the retention of knowledge and the decision support criteria. The app can be used in simulations or mock events to test knowledge and performance.

Compliance and quality issues are the main reason Redivus exists. By using our solution, you will be in compliance with evidence-based protocols. Additionally, we help manage the interventions to ensure they are completed in a timely manner.

Yes, when a patient is transferred from one hospital to another, the transferring hospital can add a transfer team or clinician at the receiving hospital to the event and transfer ownership of the event.

Yes, EMS users can add a hospital transfer team or an individual clinician to an event they started and are managing. At arrival, the EMS owner can transfer the patient to a new event owner at the hospital. All of the event details transfer to the hospital for continuum of care.

To reactive a scenario, find the event you wish to reactivate on the Event screen. Within the events, chose an event from the archive. Notice there are filters for 7 days, 30 days, and all. Tap on the event and then the reactivation button. Tap yes to confirm the reactivation.

We help orchestrate each event by managing the event end-to-end while allowing team collaboration. We keep the team informed with notifications to ensure everyone is up-to-date and coordinating the next steps of care.

We’re not trying to replace telemedicine providers. We aim to augment the experience on both ends. Redivus helps your clinicians start diagnosis and treatment according to standardized protocols leading up to the telemedicine provider engaging. Both clinicians can collaborate on an event as a team and stay in lock step as if the provider were onsite.

We hate logins just like you, but they’re necessary to protect privacy. The “quick launch” for Code Blue found on the login page was designed for quick and easy access when you don’t have time to login. This feature allows you to start a code blue event immediately so that you don’t miss the first moments of the event fumbling with the login. Once you’ve completed the event, we give you the opportunity to log in, finalize the event, and share the documentation. Don’t worry, there’s no PII or PHI collected when you enter code blue through the quick launch.

To identify a patient, tap the Patient Details button in the upper left corner. Enter the patient initials, room number, and facility ID, then tap Confirm. In the Events screen, each event (or patient) is represented in a card. Tap a card to open a event.

Technical

Redivus supports Apple devices running iOS (iPhone, iPod Touch, iPad) and smartphones and tablets running Android. For iOS devices, we require iOS 8.0 or higher. For Android devices, we support 6.0 (Marshmallow) or greater.

There currently are no system requirements for RAM or available storage on your device. Our app storage footprint is very small (<30Mb).

Currently, no PHI is collected, displayed, or stored on the device. Application data generated during a user session is stored in temporarily in memory, however, the data is only decipherable by our software.

Redivus collects and stores application data generated during a user session in the Redivus Cloud platform. All data in transit and at rest is encrypted using industry-standard protocols and methods.

To reset your password or pin, please email support@redivus.com.

The Redivus app is built to provide as much continuity as possible during periods of spotty connectivity. You’ll still be able to use the app to continue your evaluation or treatment. As soon as your connectivity returns, the app will connect to our cloud platform and send the data that has been queued up while offline. While offline, you will not be able to view documentation or share a document via email.

Absolutely! Redivus is committed to providing solutions that meet or exceed the standards required by HIPAA and HITECH. First, we don’t collect, display, or store PHI in the application today. Next, although we don’t handle PHI today, we’ve gone ahead and built our platform to meet HIPAA Security Rule requirements. For end-to-end security, we use industry-standard encryption to secure all data between the device and our secure cloud platform.

Redivus can integrate with your EMR/EHR with a professional services engagement. The simplest integration would be to send the Redivus Event Document (.pdf) into the patient record. Deeper integration would include the pulling patient information into Redivus and pushing data back into the patient record.

If you experience performance issues, try these suggestions:

  • Close the app and sign in again
  • Close other apps that may be open and consuming memory
  • Try rebooting your device and sign in again
  • Check you WiFi or cellular connection for poor signal strength

Today we use Google Analytics to track general application usage. This feature only tracks the general vicinity (city or town) of your Internet Service Provider (ISP) – not a specific latitude or longitude based on your actual location.

With the main step screen for Sepsis and Stroke, select the Clear and Start New Evaluation button at the bottom of the screen to start over or start a new evaluation. For Code Blue, select End Code and select the reason for ending the code to start over.

For customers that use shared devices, our app remember unique accounts on that device after the first successful login attempt. After a successful login, users sharing the device can select their username and then enter their account password to login.

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