Frequently Asked Questions

Frequently Asked Questions About Your Subscription


What is our hospital “passcode” that patients and staff should use to view videos online?

Call Customer Care at 888-219-4678 or email with questions regarding your passcode or access.

Can our patients, families, or caregivers view these videos at home?

Yes! They can watch online on their computer, tablet, or mobile device.

How can we add our logo online?

You can email your hospital logo to The logo must be on a white background, exactly 790×90 pixels in size and in a JPG, GIF, or PNG file format.

How are other hospitals utilizing The Wellness Network resources?

We would be happy to schedule a short telephone call with you at your convenience to help you optimize the use of your patient education and engagement resources. We can share ideas and best practices to help drive increased awareness and utilization of these valuable resources. Please contact us at 888-219-4678 or by email at to learn more.

How often are programs reviewed and updated?

Programs and documents undergo a rigorous annual review for clinical accuracy and regulatory compliance by our external Medical Advisory Board.

What is the literacy level for The Wellness Network content?

Each resource in our HealthClips Video and Resource Library focuses on a single learning objective and is developed at the 5th grade literacy level.


How can we get additional program guides?

We ship guides out each quarter to our subscribers for the TV channels. If you need additional guides, please contact our Customer Care team at 888-219-4678 or email

What are best practices for distributing the quarterly program guides?

We encourage you to distribute guides to every patient as they help communicate information about when programs air on the channel as well as how patients can access resources online. Best practices for distribution are normally through environmental services, patient admission packets, and through volunteer services. To learn more about our best practices contact Customer Care.

How often will the broadcast guide change? Will the website be updated with these changes?

The broadcast guide will only change once per quarter (every 3 months) and the website will be updated at the same time. For the entire quarter, the same programs will air on the same days and times will not change until the following quarter. The effective dates are printed according on each schedule.

Is there a charge for the TV Channel guides and promotional materials?

Quarterly TV guides are shipped to our current subscribers as part of the annual subscription, there is no charge for these. Other promotional materials like posters, table tents and bookmarks are also available at no cost, we do limit the quantity for these items. Contact our Customer Care team at 888-219-4678 or email if you have any questions.

Can our hospital add videos and messages to the TV channels?

The standard channel programs air according to the published program schedules. Our Custom Channel Solution provides a customizable option that allows a hospital to add hospital specific programs, messages, and branding to the program line-up to create a unique corporate communication resource targeted to their customers.

How can I change the digital signage messages on our channel?

If you have a custom channel, our digital platform allows you to customize digital messages and branding on your TV platform. Click here for information about how to customize messaging on your Digital Media Player.

The programs airing on the TV do not match the guide.

For immediate technical support, please call 888-219-4678, dial option 3 then option 1 to be connected to a technical service representative.

Frequently Asked Questions About Your Equipment Installation

Have questions about the installation process or the equipment installed at your site? Click here to view answers to some of the most commonly asked questions about the install process.

Still need help?

Please email us at or call our Customer Care Support line at 888-219-4678 with your question or concern.

Interested in hearing from one of our Customer Support team members?

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