Frequently Asked Questions
Click the questions below to expand the solutions
Questions about the Digital Care Program
+ Do I need to have regular phonecalls with my coach?
You’ll have an initial coaching call at the beginning of the program, and from this point onwards your coach will be available during the course of the program through the 'Message Coach' section of the Hinge Health app. If you have any questions about the program, your back, or anything at all, drop them a message. Your coach will also contact you from time to time to see how things are getting on.
+ What’s the point of tracking my symptoms?
Logging your symptoms at least twice a week helps you build up a rich picture of your back pain and how it's changing during your time on the program. You are then able to identify connections between your behaviors (such as activities or treatments) and their potential impact on your symptoms.
To see an overview of how your back pain and function have changed during your time on the programme, simply visit the ‘Wellbeing’ tab of your ‘My Progress’ screen.
+ What’s the point of tracking my aerobic exercise?
Regular aerobic exercise provides a multitude of benefits for your back as week as your general health - so it’s crucial that you get plenty of it. The National Institutes of Health (NIH) in the US recommend that you include 30 minutes of aerobic activity in your routine at least 3 times a week. In order to help you to stay on top of this, we’ll ask you to log every 30 minute exercise session you complete in the app (simply select the 'Log aerobic exercise' option on your Home screen to do this).
You can also visit the ‘activity’ tab on your My Progress screen to review how much aerobic exercise you’ve completed during each week of your program (and hopefully how much you’re improving your activity levels as time goes by).
+ How many Hinge Exercise sessions should I be doing in a week?
We find that people who have most success with the Hinge Health program are able to fit the exercises into their daily routine, most days of the week. We recommend 3 days as a baseline and with the aim of increasing this over the course of the program. As each session only takes 10-15 minutes our motto is ‘little but often’.
+ I’m going on holiday. Should I take my Hinge kit with me?
Absolutely! The Hinge Health app and sensors work anywhere in the world and it’s a great idea to keep on top of the program while you’re away. Simply connect the tablet to the WiFi network at your destination and you’re good to go. Without an Internet connection some of the functionality of the Hinge Health app will be limited but you’ll still be able to keep on top of your exercises. The exercises are saved and once you reconnect to the Internet your account will be updated with the points you gained whilst offline.
+ What happens to my data?
Your personal data is stored securely on Hinge Health’s servers and is never shared with any third parties or your employer. Any data that we do share with your employer is completely anonymised and grouped with that of others taking part in the Hinge Health programs. If you would like access to any of your data at any point, let your coach know and well will happily provide it to you.
+ What happens when the 12 weeks are over?
The Hinge Health digital care programme is designed to provide you with skills and knowledge required to beat back pain for years to come. However, if you would like extended support from you coach and the app beyond the 12 weeks, talk to your coach who will be able to provide you more information on this.
Questions about the Hinge Health App
+ How do I use the sensors to do the Hinge Health exercises?
Watch the video below to learn how to use your tablet and sensors to complete your Hinge Health exercises.
+ What is a feed discussion?
Now and again we’ll hold a lively discussion on the feed, to help you and your teammates share your stories, tips and tricks on dealing with back pain. Feed discussion posts look a little different to normal feed posts, so they’re easy to spot:
In order to join in on a feed discussion, simply press the ‘Comment’ button on the marked feed post and type out your response. When there’s an active discussion we’ll also include a reminder on your Home Screen so you won’t miss out!
+ How can I tell when I have a new message from my coach?
When there’s a new message from your coach, you’ll see a little pink envelope symbol on the ‘menu’ button (the three horizontal lines). Your coach will check in with you from time to time, so keep an eye out for this!
+ My exercises have been interrupted and I see a screen with a dog’s face on it. What does this mean?
This screen appears when the Bluetooth connection between your Hinge Health tablet and sensors is lost. Loss of connection generally occurs if the battery level of one (or both) of your sensors is low. Check your sensors and if either of them is flashing red, they need charging (see Questions about the tablet and sensors). Look out for this pop-up informing you about a low battery:
If this isn't the case, tap 'Try Again' on the screen and the tablet will re-connect with your sensors, allowing you to complete your workout.
+ Can I use the Hinge Health app without an Internet connection?
While much of the Hinge Health app’s functionality requires an Internet connection, it’s possible to complete your stretching and strengthening exercises without being connected to the Internet. Simply navigate to the ‘Get Active’ screen and complete your workout as usual. However, do note that any points you earn whilst offline won't be added to your total until the next time you connect to the Internet.
Questions about the tablet and sensors
+ How do I connect the tablet to my WiFi network?
For your Hinge Health app to work properly, it needs to be connected to the internet. So before you get started take a minute to set the tablet up on your home Wi-Fi.
1) Tap on the Settings icon on the tablet home screen to take you into the tablet settings. Tap on 'Wireless' to access the Wi-Fi settings.
2) Tap on Wi-Fi to take you to a list of available networks.
3) Find your home network and tap on it.
4) Enter your password and tap 'connect'. Check that the tablet has successfully connected to your Wi-Fi network and you're done. The Hinge Health app should now be fully accessible.
+ How often should I charge my sensors?
Generally your sensor batteries will need a top-up around once a week. However, there's a battery indicator on the exercise screen that is colored green, orange or red depending on the battery level. To charge the senors, simply connect them to the USB charger provided in your Hinge Health kit and plug into the mains. Fully charging your sensors should take around 2 hours.
+ Why is the light on my sensor flashing red?
At this point, simply connect the charging cable provided in your Hinge Health kit and plug it into the mains. When charging, the sensors show an orange flashing light, and when fully charged this light will turn to a steady white colour. Note that fully charging your sensors should take around 2 hours.
+ What's the correct way to position my sensors?
The chest sensor should be placed high on the sternum, with the band underneath the arms. Women should place this sensor above the bust, ensuring it sits as flat as possible.
The back sensor should be positioned low down on the back (ideally on the belt line).
Don’t be afraid to strap the sensor bands on fairly tightly, as this will prevent the sensors from moving about whilst you’re exercising.
+ How to pair a tablet with your sensors
1) Tap on the Settings icon on the tablet home screen to take you into the tablet settings. Tap on the Bluetooth icon, near the top of the settings page.
2) Turn the sensors that you wish to pair to the tablet on. On the Bluetooth settings screen, tap SEARCH FOR DEVICES, this should produce a list of the two visible sensors.
3) Find the new sensor name and tap on it (you should have received the name of this in an email; if not, contact your coach). In this example the new sensor is called “Hinge-S18”
4) You will see a “Bluetooth pairing request” pop-up. Ignore the request for a passkey and just tap “Pair”. The pairing may not work on the first attempt and so you may need to repeat this step.
Your sensor should now be connected to the tablet. Repeat steps 3 & 4 for the second sensor.
5) Next, we need to tell the HingeHealth app to connect to your new sensors. Go into the app and tap on ‘Settings’, found in the floating side bar.
6) Set the Thigh Unit Address and Shank Unit Address according to the instructions given by your coach in an email. Contact them if you are unsure about this.
7) In this example for the Thigh Unit Address we select the sensor named “Hinge-T22”, so tap on the circle to the right of this. It’ll turn blue and the pop up will disappear.
8) Similarly, for the Shank Unit Address we select the sensor named “Hinge-S18”.
9) That’s it! You should be set to go. If you have any further problems just drop your coach a message.