FAQs
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FAQs

Find answers to our most frequently asked questions by clicking on the question of your choice, below.

 

What is Kiio?

Kiio provides scientifically-backed programs that help people with musculoskeletal pain. As part of CCHP’s Low Back Pain Program, you will use the Kiio Mobile app to guide you through a fully animated series of exercises designed for your particular type of low back pain by spine physical therapists, and to receive helpful information and tips.

Who should consider participating in CCHP’ Low Back Pain Program?

Created by experts in spine physical therapy, the Low Back Pain Program helps people suffering from low back pain. This program is not intended to replace evaluation by your healthcare provider. If your healthcare provider has cleared you for gentle exercise, this program may be a good fit for you. To participate in the program, you must be at least 19 years old.

Exercise is recommended by the American Medical Society1 and numerous clinical studies2,3 as a first-choice treatment for low back pain. Put simply, targeted exercise is one of the most effective treatments for back pain.

CCHP’s Low Back Pain Program provides fully supported exercise programs specific to your type of low back pain. You can perform the exercises in your own home and at your own pace. You don't need special equipment and you won't have to miss work or pay a copay for appointments. Also, you receive helpful information and tips written by Dr. Adriaan Louw, founder of the International Pain and Spine Institute.

1. Qaseem A, Wilt TJ, McLean RM, Forciea MA. Noninvasive Treatments for Acute, Subacute, and Chronic Low Back Pain: A Clinical Practice Guideline From the American College of Physicians. Ann Intern Med. 2017; 166:514–530. 

2. Hayden J, Van Tulder MW, Malmivaara A, Koes BW. Exercise therapy for treatment of non-specific low back pain. Cochrane Database of Systematic Reviews. July 2005.

3. Koes BW, Van Tulder MW, Lin C-WC, Macedo LG, McAuley J, Maher C. An updated overview of clinical guidelines for the management of non-specific low back pain in primary care. European Spine Journal. 2010; 19(12):2075-2094.

I'm experiencing technical difficulties with registration or screening. What should I do?

Contact Kiio Technical Support for assistance:

Do I need anything special to participate?

An Apple or Android smartphone or tablet is required to access the Kiio Mobile app.

Is there any cost to me to participate?

Children’s Community Health Plan is supporting your health by covering the cost of Kiio. There is no cost to:

  • Register and screen
  • Download the Kiio Mobile app
  • Participate in the exercise program
  • Contact Kiio Care for CCHP

Normal copays and deductibles may apply if you see a healthcare provider or physical therapist, as determined by your health plan.

Is the information I enter secure?

All parts of the Low Back Pain Program are fully secure, including registration, screening, and the Kiio Mobile app. All of your responses are fully protected under HIPAA.

What happens after I register?

Your registration is usually approved immediately and you are taken directly to the online screening. In some cases, a registration may be denied or require additional review. If denied, we will contact you. The review will be completed within 5 business days.

I was not taken directly to screening - Why?

In the rare case where your registration requires additional review, you will receive an email from Kiio with a link to complete the online screening when validation is complete. If you do not receive an email within 5 business days, please check your spam/junk folder and then contact Kiio Technical Support at 833-ASK-KIIO or support@kiio.com.

Why is there a screening?

The online screening questions gather information to provide the best help and experience with the app.

What does screening involve?

The online screening only takes 5-10 minutes. We ask medical questions and questions about your pain. We ask to learn more about how your pain affects your activities and your work. Finally, we ask about other treatments you have tried and a little about yourself. All of your responses are fully protected under HIPAA.

How will I begin participating?

After you answer the questions, you will receive information about next steps. In most cases, we provide you links to the Apple and Google app stores to download Kiio Mobile, the app used for the program. Access the link or search for "Kiio" in the App Store (Apple) or the Play Store (Android) to download Kiio Mobile to your smartphone or tablet. Then launch the app and get started!

Registration & Screening

What is expected of me as a participant in CCHP’s Low Back Pain Program?

To benefit from the program, you should expect to perform the exercises provided to you at least three times a week, as guided by Kiio Mobile. Also, you will need to provide accurate feedback via the app when prompted.

Why do I have to answer the feedback questions?

It is important to answer the feedback questions when prompted by Kiio Mobile. Your answers determine your progress through the program.

Will the exercises stay the same throughout the program?

Based on your feedback, you may be progressed from Level 1, to Level 2, to Level 3 exercises. You will be notified through the Kiio app when you have progressed to a new level. The soonest you might progress to a new level is after ten completions of your exercise routine.

How long do the exercise routines take?

Each time you perform the exercises, you have the option of selecting the "Complete" exercise routine, or a shorter "Express" version. The complete versions take around 18 minutes to complete. The express versions take around 7 minutes.

Someone else I know is in CCHP’s Low Back Pain Program. Why do we have different exercises?

Exercises are specific to each participant's particular type of low back pain. 

Once enrolled, how long will the program last?

If you do your exercises regularly, it usually takes 40-60 days to complete all three levels of exercise. However, your access to Kiio is for a full year after your enrollment date. We hope you continue to utilize the Kiio app and the exercises as part of your regular routine to help your back stay healthy.

Is it important to complete all three levels of exercise?

Yes! The exercise levels are designed to restore your back health through a progressive series of exercises.

  • You start in Level 1 with gentle movements including stretching, muscle engagement, and mobility exercises.
  • In Level 2, we work on progressing mobility and building core strength that help support your back.
  • Level 3 continues with further progressions of strengthening, flexibility, and mobility.

By completing all three levels and continuing to exercise as part of your ongoing routine, you take a huge step toward a more comfortable life.

Why might I request contact from Kiio Care for CCHP?

You may use the feedback survey in Kiio Mobile to request contact from Kiio Care for CCHP if you have concerns or questions that are not addressed in these FAQs.

When can I expect Kiio Care for CCHP to contact me?

Kiio Care for CCHP will call within three business days. If you are not contacted within three business days, you are welcome to contact the team at (833) 201-9358 or kiio4cchp@kiio.com.

Where can I go for further information about the CCHP Low Back Pain Program?

For more information, please visit: https://kiio.com/faq

Seeing a Healthcare Provider

Will I see a healthcare provider or physical therapist as part of the program?

It is possible we may recommend you see your healthcare provider or a physical therapist for further evaluation, based on your responses. The choice to do so is entirely yours.

What if I am not getting better?

The exercise portion of the program consists of gentle, low-impact exercises. However, as with any exercise program, if you feel you are not improving after doing the exercises regularly for 4- 6 weeks, or if you feel you need medical care at any time, please see your healthcare provider or physical therapist for evaluation.

If I'm referred to a healthcare provider or physical therapist, will charges apply?

Yes, normal copays or deductibles will apply for these services, as determined by Children’s Community Health Plan.

What if my healthcare provider has questions about the program?

If you or your healthcare provider have questions about the program, please contact Kiio at 833-ASK-KIIO or support@kiio.com.

Kiio Mobile

Which devices does Kiio support?

Kiio runs on Apple and Android smartphones and tablets. Please see https://kiio.com/faq/ for supported operating system versions.

How do I get Kiio Mobile on my smartphone or tablet?

Once the online screening is completed and you're approved for the program, you'll be directed to the Apple and Google app stores.

Also, you'll receive a confirmation email from Kiio containing a link to install Kiio Mobile on your mobile device or tablet.

I have Kiio Mobile on my smartphone or tablet. What is my username and password?

Your username is the email address used to register for the Low Back Pain Program. Also, you created your password when you registered. If you have forgotten your password, you can reset it.

How do I reset my password?
  • If you forgot your password, click on the 'Forgot Password?' link located on Kiio Mobile's Sign In page.
  • When prompted, enter your email address (Kiio Mobile username)
  • Click the 'Send Reset Link' button.
  • A link will be emailed to help you reset your password.

If you experience difficulty, please contact Kiio Technical Support for assistance:

Medicaid

Children's Community Health Plan

PO Box 56099
Madison, WI 53705
1-800-482-8010

Together with CCHP

Children's Community Health Plan

PO Box 1997, MS 6280
Milwaukee, WI 53201
1-844-201-4672

 

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