Patient Help Center

The Patient Help Center is your go-to resource for answers to common questions about using Genie Health’s platform for managing and monitoring orthopedic conditions.

From troubleshooting technical issues to understanding how to navigate the features for personalized care, this page is designed to support your journey to better musculoskeletal health.

Frequently Asked

Answers to the most frequently asked questions from our patients.

Usually, 1-2 sessions daily but it may vary per patient and is dependent on surgical status as well as your clinician’s recommendations.

We schedule your initial PT meeting virtually and they will continue to schedule follow ups with you after each meeting.

You may need a phone stand, pulley system or resistance bands during the recovery process. We send you links to our marketplace via email and/or text message, but items are available on Amazon or at local sports or hardware stores to purchase as well. Cost may range between $10-$25 per item.

Length of your sessions will vary depending on the phase of recovery you are in and how long you have been in PT. A safe estimate would be anywhere between 20-45 minutes. For somenon-surgical patients, there are alternating days within the program. One day is usually shorter for stretching only and there is a longer strengthening day incorporated as well. Surgical patients typically have more restrictions/limitations per doctor protocols, so their sessions are similar on a day-to-day basis.

This is dependent on patient status, recovery progress, compliance, and surgery type. There is no set program length, as we like to distinguish ourselves in being able to customize the program per the patient’s status. Non-surgical patients typically stay on for about 2-3 months and surgical patients may be on anywhere between 5-6 months. This is dependent on your own progress in relation to your doctors protocol and therapy recommendations.

You will have the ability to direct message using the secure messaging system within our app. We are also available via phone, email, or video calls, if necessary, in order to help with anything related to our app, the injury at hand, recovery, and the home program itself.

We do NOT retrieve any video or audio recording from our app. The PTG app is strictly capturing data related to range of motion, speed of movement, program compliance, outcomes, pain levels and progress. We only retrieve numerical data related to your program.

Unfortunately, the PTG app is available for SMART DEVICES ONLY (phones/tablets). However, you can use a laptop or computer for video calls via email links sent by your clinical team.

Rehab Specialist from PTG are typically PTAs or ATCs that collaborate with the PT and doctor to oversee the remote patient monitoring portion of PTG. They are highly trained individuals that are familiar with your doctors’ specific protocols and can assist you with your home program. They monitor patient progress within PTG daily and check in with patients on a weekly basis via phone call, video calls, in app messages, etc. These are the clinicians that make the exercise modifications to your program after meeting with PT’s, and are at your complete disposal to discuss anything related to your injury, home program, recovery and/or our app.

Some insurance companies have a cap on how many sessions are allowed per calendar year. The PT visits are counted the same in office and with Genie Health. Once you run out, we will have to file additional documents and provide them to your insurance, which they MAY cover additional visits, but we will let you know when you are getting close to your cap. With Genie Health you will get the benefit of following your surgeon’s preferred protocol, and you are able to do it in the comfort of your own home.

Your surgeon encourages completion of the program for best outcomes, but if for any reason you would like to stop at any point, all you must do is reach out to our team and ask us to discontinue. At that time, we will deactivate your account and you will be responsible for the billing accumulated up until that point only. Be sure to notify your care team if you decide to discontinue our services.

It is possible. Opportunities vary by provider. Please reach out to your rehabilitation specialist.

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Help Center