Frequently Asked Questions
Frequently Asked Questions About Your Subscription
ONLINE ACCESS & CONTENT
What is my passcode?
Call Customer Care at 888-219-4678 or email CustomerCare@TheWellnessNetwork.net 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?
Broadcast Channel Online Platform: the logo must be on a white background, exactly 790×90 pixels in size and in a JPG, GIF, or PNG file format.
For HealthClips Online Platform:
- Horizontal logos (preferred): 560 x 140px
- Vertical logos (not preferred): 260 x 260px
- Accepted file types .PNG, .JPG, .EPS or AI file formats with medium to high quality compression, either transparent or white background
You can email your facility logo to CustomerCare@TheWellnessNetwork.net.
How do I find out more about my subscription? Does my facility have a subscription?
Please contact us at 888-219-4678 or by email at CustomerCare@TheWellnessNetwork.net to learn more.
How are other facilities 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 CustomerCare@TheWellnessNetwork.net to learn more.
How often are programs reviewed and updated?
Programs and documents undergo a rigorous biennial 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 do I customize my HealthClips Online website?
Use our HealthClips Online Configuration and Customization Form and email your completed form to firstname.lastname@example.org.
I cannot view the content online, is the website being blocked? (Do I need to have our administrator add to the Whitelist?)
With ransomware and mobile phishing attacks on the rise, whitelisting is a cybersecurity list of approved sites.
To whom should I give a whitelist?
Be sure to share the list below with your administrator and ask them to add the following domains to the whitelist. This will ensure seamless use of your online health and wellness resource.
Why can’t I access my HealthClips Online site?
It is likely due to the site not being on your approved whitelist.
What URLs should I ask my administrator to add to our whitelist?
To ensure smooth and uninterrupted access to your HealthClips Online site, please request the following domains are added to your whitelist:
- healthclips.com (or custom HCO domain)
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 Customer Customer.
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 Customer.
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. Click here to see what’s available.
Contact our Customer Care team at 888-219-4678 or email CustomerCare@TheWellnessNetwork.net if you have any questions.
Can we 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 you to add your specific programs, messages, and branding to the program line-up in order to create a unique corporate communication resource targeted to your customers. Depending on your service level, digital signage messages can be added. See more below.
How can I change the digital signage messages on our channel?
Our digital platform allows you to customize digital messages and branding on your TV platform. Select the link for information on how to customize messaging on your Scala or Compel 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 CustomerCare@TheWellnessNetwork.net or call our Customer Care Support line at 888-219-4678 with your question or concern.