You have questions. We can answer them.
Though we make every effort to explain all the ins and outs of ImagineCare up front, some things will need clarifying. And we're always glad when you ask!
These are questions we're hearing a lot lately, and here's what I can tell you:
I heard the Microsoft Band has been discontinued. What does that mean for ImagineCare and for me as a customer?
You heard correctly. Microsoft recently announced that it is ceasing production of the Microsoft Band device. What this means in the near term is, simply, that nothing will change. ImagineCare has Bands in stock, and they will still be included in new enrollees’ Welcome Kits. If your Band breaks, we can still replace it, and the Band will remain fully functional.
Bottom line is this: Activity trackers (and all their versions) will come and go, but ImagineCare will always be there. No matter which wearable device we happen to offer, it will perform all the functions you need to manage your health, to interact with the ImagineCare app, and to connect with one of our support staff.
I’m worried about the privacy of the personal health information I share with ImagineCare. Does ImagineCare share my health info with my employer or other third parties?
No, ImagineCare does not share your identifiable personal health information with anyone without your permission. Not your boss or company. Not a data-collection agency. Your identifiable personal health information is protected by law—the Health Insurance Portability and Accountability Act, a.k.a. HIPAA, to be exact. This law establishes privacy standards to protect your medical records and other health information.
In the context of ImagineCare, this means that we’ll never share or publish personally identifiable health data that is collected through the ImagineCare app. In other words, your boss can't see how many steps you take, or geolocate your activity, or find out how many hours you slept last night.
Data that we do share is always only in aggregate and de-identified, from which an employer can gain a "big picture" sense of how well ImagineCare is working and how effectively the service is helping you and your colleagues as a group. Again, neither your name nor your individual set of data will ever be singled out.
I know I can call ImagineCare for technical support with my devices, but what else can your staff assist me with?
When we talk about the ImagineCare Experience, our staff of Registered Nurses and Health Navigators are what we’re talking about. Yes, they’re here to troubleshoot any issues you may be having with your devices or the ImagineCare app, but they represent a wealth of knowledge that goes well beyond tech support.
I mentioned that we have Registered Nurses on staff? And that they're here when I need it? And that they're just a phone call, email, or app chat away? The truth is, whether you contact us directly or not, we've always got your back.
The way we built the ImagineCare system allows us to see—in real-time—when you may be having a health event that requires clinical intervention. Say you submitted a blood pressure reading through the app, and say that blood pressure reading was really high. A Nurse on our end is going to receive that information immediately and will reach out to you to see if you're all right. We're keeping an eye on you when it matters most to your health.
And then you've got our Health Navigators, also here when you need it, to email, chat, or call for health coaching, to guide you through a difficult time, to help you get in touch with a doctor or pharmacy, or to show you "hidden" features in the Band or app. We've had customers who designed a workout routine with a Health Navigator...entirely over chat!
If you have other questions about how ImagineCare works, or if these answers are still unclear, feel free to email us at email@example.com
Tom Haushalter is Communications and Brand Manager at ImagineCare.