FAQs - ProTribe SmartWellness

Frequently Asked Questions

What is SmartWellness?
  1. ProTribe offers a SmartWellness program designed to meet individualized needs for holistic wellness. The program comes with a personal Wellness Coach and Attendants for support and empowerment, to reach desired goals in areas that matter most to vitality and well-being. We offer customizable wellness packages, in partnership with other healthcare partners to meet all of your virtual and physical care needs. For more information about our packages, please visit our website and our brochure.
What will my first consultation within SmartWellness entail?
  1. This consultation will not only inquire about any existing medical conditions you have but it will also dive deeper into the many aspects of social, emotional, and physical well-being. Your Wellness Coach will ask you some questions about:
    1. Medical history and biometric information
    2. Home and family information
    3. Daily functioning, hobbies, interests, and work duties
    4. Stress, depression, happiness, and what motivates you
    5. Fall risk factors, sleep, physical activity, and eating habits
    6. Health rating and self-directed goals
Should I expect to talk to the same wellness coach/provider each session or will there be multiple wellness coaches/providers on my journey?
  1. You are provided a personal wellness coach at the start of joining our services. This coach will remain your dedicated helper on your wellness journey. If additional Healthcare partners are part of your package, we do our very best to maintain consistency in providers to ensure continuity of care during your scheduled sessions (depending on providers availability).
What kind of lifestyle changes can I expect my wellness coaches to promote?
  1. Your Wellness Coach will work with you on lifestyle changes that are specific to your goals and needs, therefore this will be different for each and every client. Some examples of lifestyle changes the Wellness Coach can support are increasing physical activity during the day, tips on improving sleeping patterns, reducing and stopping smoking, and healthy eating habits to improve diabetes management.
Are SmartWellness consultation sessions private?
  1. Both face-to-face and virtual appointments are private and confidential. There may be times that you would like a family member, caregiver, or other medical professional involved. We would be happy to accommodate this according to your request.
Will the virtual sessions be recorded?
  1. You can request that we record a session if you would like to be able to access it in future for education of a family member or caregiver.
  2. Only after a verbal consent from you, a session may be recorded for internal ProTribe use as part of our continued quality improvement and training for our team members or if a team member determines you may benefit from an interdisciplinary consultation from additional healthcare partners.
How should I prepare my space for an online appointment?
  1. Identify a suitable room that is quiet, private, and free of distractions.
  2. To keep background noise to a minimum, make sure to close any doors, shut windows, turn off the television, and keep loud pets in another room if possible.
  3. Turn on any indoor lighting if the room is dimly lit or it is nighttime.
How can my spouse or family participate in my SmartWellness visits?
  1. If you would like your spouse or family member to join, simply discuss this with your Wellness Coach or Healthcare Partner before a scheduled session. If your spouse or family member is at home with you in the same location, they can simply sit beside you during your scheduled session. If your family or spouse is in a separate location than you, they can be invited to join the session online by the Wellness Coach or Healthcare Partner. The SmartWellness provider can include them in the session calendar invite when it is scheduled. All we would need is their email address.
As a caregiver, will I have a voice in my family member’s wellness journey and treatment plans?
  1. We will work closely with family members and caregivers to incorporate any feedback you may have into a client’s wellness plan. The wellness plans are always client-focused so their wants, needs, and goals will be incorporated, and together you may play a vital role in their wellness journey for the client to achieve their goals.
How will I be assured that my overall wellness plan is meeting my goals?
  1. At the center of our SmartWellness program is YOU, the client. Our key philosophy is a person-centered approach. This care strategy is based on the belief that client views, input, and experiences can help improve overall health and wellness outcomes. Together, we customize wellness programs to meet your individual goals, lifestyle needs and behaviors. Throughout your wellness journey, your Coach will be adjusting your plan to meet your goals and keep you and your family members updated on your progress.
The brochure explains that SmartWellness takes a person-centered approach; does this mean I will have a voice when it comes to my wellness journey and plan?
  1. Yes. This care strategy is based on the belief that your views, input, and experiences can help improve your overall health and wellness outcomes. Together we customize your program to meet your individual goals, lifestyle needs and behaviors. Throughout your wellness journey, your Coach will be adjusting your plan to meet your goals.
How will the Wellness Coach communicate with my doctor?
  1. With your permission, your Wellness Coach or other Healthcare Partner can update your physician to discuss your wellness plan or care needs, they can also keep your physician updated by sharing session documentation.
Will the Wellness Coach provide me with a report on my progress with wellness goals?
  1. Yes, your Wellness Coach will review your progress on a regular basis during your scheduled sessions.
How long is a SmartWellness consultation session?
  1. Your sessions are planned to meet your needs and they may vary. Typically, you can expect your session to be 45-60 minutes long.
What are examples of risk factors that my wellness coach may help me identify?
  1. During your wellness session, your coach may identify risk factors such as prior history of falls, polypharmacy, smoking, or poor stress management that can contribute or lead to health conditions such as high blood pressure, diabetes, heart disease, and falls.
What if I am limited in the resources needed to change my lifestyle?
  1. Your Wellness Coach will help support your lifestyle changes and work with you, within your resource means. Our Wellness Coaches are trained in solution-based approaches to help brainstorm and find solutions to help you to reach your goals. Often lifestyle changes can be simple and do not always have to require many resources.
How do I get involved in caregiver support groups?
  1. If you are a family member or caregiver for a client enrolled in one of our many programs, we would recommend an appropriate caregiver support group for you to support your important role in our client’s wellness and care plan. The Wellness Coach or Healthcare partner can provide you with the calendar details of the available support groups.
Will SmartWellness still be beneficial to me if I only need to change one domain of wellness?
  1. Yes. Domains of wellness can be highly interconnected and influence more aspects of your life than what you might think. Our Wellness Coaches are trained to perform a comprehensive wellness survey where they can discuss with you other aspects of health and wellness that you could benefit from. After the initial session, your coach will discuss different SmartWellness packages and help you choose the right one, no matter how varied your wellness needs are.
What ways can I benefit from physical activity if I am limited in my mobility?
  1. Physical activity can come in many forms and does not necessarily require full mobility to be physically active. Your Wellness Coach will help make recommendations that are appropriate to your physical abilities and your wellness goals.
What are some examples of scholastic, cultural, and communal participation that will help improve my intellectual wellness?
  1. Part of our wellness workshops and group activities that we offer on our calendar can support the domain of intellectual wellness, through brain fitness activities. These types of programs are designed to stimulate creative abilities and finding ways to expand knowledge, skills, and provide exercises for your brain. Your Wellness Coach may also recommend other online or community resources to help engage and support this element of wellness, for continued lifelong learning and stimulation.
Will SmartWellness be accepting of different spiritual practices when exploring spiritual wellbeing?
  1. Our Wellness Coaches and all providers will always respect your spiritual practices. Spirituality within the domains of wellness is more than just your spiritual beliefs – it also encompasses your sense of purpose and meaning in life. With this in mind, our coaches will help recommend and support your involvement in activities that will fulfill your purpose and meaning.
I feel my loved one is lacking hobbies and it is affecting their wellbeing. What examples of leisure activities might be introduced to them through SmartWellness to promote happiness?
  1. The core of our Wellness program starts with person-centered care. Our focus would be on making recommendations that are specific and meaningful to the client. Leisure activity recommendations would be based on many elements of information gathered from the client during the wellness survey, their domains of wellness, prior life roles, and information gathered from family and caregivers.
Can I change my customized wellness package depending on my progress?
  1. Yes. As you progress with your wellness journey your needs may change. Your Wellness Coach will continue to make recommendations for services that best fit those needs over time.
How do I pay for my selected package?
  1. Simply scan the QR code provided to you in the invoice, and the payment can be made online or via the QR code.
How do I know how may visits I have available or remaining in my package?
  1. Your Wellness Coach or Healthcare partner will be able to tell you how many visits you have used and how many are remaining in the package you purchased.
What if I want to cancel my SmartWellness package?
  1. Should you choose to cancel your package/membership, a refund may be issued for any unused sessions/portions, at the discretion of ProTribe management, within 30 business days.
What if I need to cancel a session?
  1. We understand that emergencies arise, should you be unable to attend the scheduled session please provide at least 24 hour notice to your Wellness Coach or Healthcare Partner to reschedule or cancel the session.
  2. Any cancellations without 24-hour notice are subject to a cancellation fee.
If for some reason I am unable to participate in my wellness coaching, for example due to illness or vacation, can I extend my package expiration date?
  1. We understand that life happens and we expect you take vacations and enjoy life; we will work with you when such situations occur. All you need to do is inform your Wellness Coach or Healthcare Partner of any upcoming vacation or if you become ill you or a spouse or family can communicate this directly to your Coach or Healthcare Partner and we can put your monthly package on hold and resume any remaining visits when you are able to resume sessions.
What should I do if I did not get the calendar invite with the session link?
  1. Contact your Wellness Coach or Healthcare Partner if you did not get the link so it can be re-sent to you via email or secure messaging
What can I do to do improve the quality of the virtual connection?
  1. If you live in an area with slow internet, this can really affect the speed of your connection. Here are some basic steps that can improve the overall quality:
    1. Use wired Ethernet instead of Wi-Fi whenever possible. Wi-Fi will work, but you may experience a lag and interference, which can make your video and audio choppy. If you experience a lag or interference while using Wi-Fi, we recommend moving closer to your router. However, wired internet will give you a much smoother, more consistent experience.
    2. Close other programs. If you have several programs running in the background, closing them will almost certainly improve the quality. Also, make sure you are not downloading any large files.
    3. If you are unable to connect, please contact your Wellness Coach or Healthcare Partner as soon as possible to see if I can help you troubleshoot
I struggle with navigating technology; can the SmartWellness program assist me in my struggles to ensure I optimize my time spent with specialists?
  1. A Wellness Coach can help support with troubleshooting and can also provide you with a step-by-step guide that can walk you through getting set up for our online services, prior to initiating a session with your provider.
What if my microphone and video are not working during an online session?
  1. In a Zoom video call, the meeting controls are at the bottom of your screen, where you can turn your video off and on. You can also find additional information on Zoom support on our website. For a detailed video on how to join and configure audio and video go to: https://www.youtube.com/watch?v=HqncX7RE0wM
What equipment do I need for an online session?
  1. To participate in SmartWellness appointments from your home, you will need one of the following devices:
    1. Desktop computer with a webcam and speakers
    2. Laptop computer with built-in webcam and speakers
    3. Tablet device or smart phone with built-in webcam and speakers
    4. High-speed internet connection
What if our online session cuts out early due to loss of internet
  1. If internet is lost during a session, your Wellness Coach or Healthcare Partner will try to reconnect and assist you with troubleshooting. We will try to work through any connection difficulties to the best of our ability.