Commonly Asked Questions (FAQ)

Below are answers to common questions about unexpected situations you may encounter as a remote therapist.

For additional questions or concerns, please refer to other sections of this document or contact support@phyxuphealth.com

Q: The patient hasn’t uploaded data in a while. Should I continue monitoring the patient?

If the patient has no data uploaded in the past 2–3 days, do not add monitoring time. Instead, send messages through the chat function or calls to check in with the patient to remind them to continue using the platform.

If the patient continues to not upload data or interact with the platform for over a week, the product management team will directly reach out to the primary provider to check in with the patient.

Q: How much time should I spend monitoring patients?

The basic rule of thumb is that monitoring time should be proportional to patient usage and data uploaded on the platform!

Each individual data point uploaded (pain level, engagement time, HEP feedback, health metrics) can equate to between 30 seconds to 1 minute of monitoring time. The more data a patient uploads on the platform, the more time remote therapists can spend monitoring them.

Because of the billing cycle for CPT codes, remote therapists should aim for at least 20 minutes of monitoring time per month for each patient.

Q: What types of patient-related issues should be reported to PhyxUp Health?

Remote therapists should report the following patient-related issues to PhyxUp Health:

• Worsening condition (e.g., consistently high pain levels)
• New or concerning symptoms
• Patient wants to discontinue RTM
• Patient has completed or stopped in-person PT (RTM must be discontinued if in-person PT ends)
• Call or data-related issues

Further information about report submissions can be found here.

Q: What should I do if a patient says the app is difficult to use or doesn’t want to use it?

If a patient finds the app difficult to use, that is okay! The goal of the platform is to support patient engagement, not to force app usage. There is no need to pressure the patient to enter feedback in the app.

Instead, focus on checking in with them through conversation during your calls. Ask how they’re feeling, how the exercises are going, and if they’ve noticed any changes or concerns. Information gathered through these conversations still counts as valuable patient-reported feedback and should be documented in the clinic portal as part of your call notes.

If the patient does not wish to participate in calls either, pause outreach and report the issue to PhyxUp Health.