Telehealth FAQ


How do I set up the 2Net Hub so that it is ready to transmit readings?

Plug the hub into a working electrical outlet. This will initialize the self-running activation process, which takes up to five minutes. For more details about the setup process, including information about what each light on the hub means, refer to the 2Net Hub Quick Start Guide (PDF).

How do I know my reading was transmitted to the 2Net Hub?

Once you take a reading on a connected device (such as a glucometer), the house symbol will flash green, indicating the data transfer from the device.

Next, the green bars on the left will flash, indicating that the hub is transmitting data over a cellular network. When the data has been successfully transmitted, the hub will display a flashing blue light at the top.

Finally, the hub will then display solid green bars and the house will go back to a solid yellow, indicating that the hub is ready to receive a new reading.

How do I set up the 2Net Hub with the MyGlucoHealth meter?

To set up the 2Net Hub with the MyGlucoHealth meter:

  1. If this is your first time using the meter, insert 2 AAA batteries into the meter. The display will illuminate and the meter will turn off. If this is not your first time using the meter, power the meter off by pressing and holding the center power button.

  2. Press and hold the center power button for three seconds or until you hear a beep.

  3. The meter will now display one of two different screens, indicating the method used to set the time and date. If the “year” is flashing, the time and date are set using the buttons on the front of the device. Please follow the below steps #4 - #7 to change the time and date. If the 7-day average is flashing, the time and date have already been configured and will automatically synchronize with your 2Net Hub. Please skip to step #8.

  4. Use the up or down buttons to change the time, month and date. Press the center button to save each change.

  5. Set the preferred day averages (7-, 14- and 21-day averages).

  6. Set the alarms: Use the up button to turn the alarm on, then press the center button to confirm. Now, use the down or up buttons to set the specific alarm time and the center button to confirm.

  7. Up to 5 alarms can be set on the meter. To leave the remaining alarms off, press the center button to exit the setup mode. To turn additional alarms on, repeat steps 6 and 7.

  8. Plug the 2Net Hub directly into the wall in the same room where the meter will be used.

  9. The 2Net Hub will take at least 5 minutes to initialize. When it is ready, the light will turn solid green and solid yellow.

  10. While the meter is off, press the left up arrow to activate Bluetooth. A flashing blue light confirms the activation was successful. The 2Net Hub should then display a solid green and yellow light. You can now take a blood test. For instructions on taking a blood test, please refer to the FAQ entitled “How Do I Take a Blood Test?”

How do I initially set up my meter for glucose readings?

  1. If this is your first time using the meter, insert 2 AAA batteries into the meter. The display will illuminate and the meter will turn off. If this is not your first time using the meter, power the meter off by pressing and holding the center power button.

  2. After the meter is turned off, press and hold the center power button for 3 seconds, or until the meter turns back on.

  3. Use the up or down buttons to change the time, month and date. Press the power button to save each change.

  4. Set the preferred day averages (7-, 14- and 21-day averages).

  5. Set the alarms: Use the up button to turn the alarm on, then press the center button to confirm. Now, use the down or up buttons to set the specific alarm time and the center button to confirm.

  6. Up to 5 alarms can be set on the meter. To leave the remaining alarms off, press the center button to exit the setup mode. To turn additional alarms on, repeat steps 5 and 6.

The following video may also be helpful: Initial Meter Setup [▷]

Who monitors the vital signs?

All vital sign readings are recorded into the secure web portal. Care staff and providers or family members can be provided access to the web portal to monitor vital sign readings in real-time. They can also receive customized email and text alerts for vital sign readings that are outside of a specified range.

If you chose the additional Response Center Service option, vital sign readings are monitored by highly trained personnel who can help triage patient readings and provide the necessary follow up to the patient's care teams. Without this service option, it is the responsibility of the family and/or care team to monitor the patient's readings.

Can I receive alerts regarding vital signs?

Yes, email and text alerts can be sent to authorized individuals if the client’s readings are outside the specified range. If you need to set up alerts or update existing alerts, contact us by opening a help ticket.

Can multiple individuals use the same equipment?

No. We issue one Telehealth kit per person to differentiate between readings on the website.

Can different providers be assigned to the same patient on the website?

Yes. Multiple individuals can log in and view the individual’s data.

How can I change or update parameters for readings?

Parameters can be changed as needed, by opening a help ticket (emailing help@simply-home.com). We will route your concern to the appropriate team, who will then reach out to you.

If I take my reading off-site, can the device store my reading for later?

We recommend only using the Telehealth equipment in one location. Only the glucometer can store readings if you need to take them off-site, but they do not automatically load. Once you are near the 2Net Hub and have taken and transmitted the next reading, the saved data will appear on the web portal.

My 2Net Hub is disconnected (no green light). How do I reconnect it?

Unplug the 2Net Hub, wait 30 seconds, then plug back in. The 2Net Hub may take up to 5 minutes to connect.

Why is my reading not displaying on the screen after I take a blood test?

After you have taken a blood test, you must first select an activity before your blood result will be displayed. The activity selection icons and descriptions are located on page seven of the user manual included with your Telehealth equipment.

Can I change the units of measure (Mg/dL or mmol/L) on the glucometer?

No. The glucometer is set with a standard unit setting that cannot be changed by the user. If a meter is programmed with a different unit set than was expected, please open a help ticket and we will route your concern to a customer support representative who can help you address this concern.

Can I reuse test strips?

Test strips cannot be reused. Please discard test strips appropriately after each use. You can initiate an order for additional test strips by opening a help ticket.

Can I use other test strips with a MyGlucoHealth meter?

The MyGlucoHealth Meter is designed specifically to work with the MyGlucoHealth Test Strips. Strips from other meters will not work with this device. To reorder test strips, please open a help ticket.

Can my glucometer communicate with other devices?

The MyGlucoHealth meter is capable of transmitting blood glucose results to the Telehealth (Touchpoint) website using the Bluetooth-enabled 2Net Hub only. No other devices, such as an insulin pump or its software, should be connected to the meter.

How long does it take for readings from my meter to upload to the website?

Once you have tested and uploaded the readings from your MyGlucoHealth Meter, your results should be posted on the Telehealth website immediately. The upload process may take from one to three minutes depending on the number of records stored.

How many times should I use the lancet before discarding?

Lancets are designed for single use. Always use a new one for each test. To eliminate contamination, avoid getting hand lotions, oils, dirt or debris on the lancets and the lancing device. To reduce the chance of infection, lancing devices and sterile sets should not be shared with others. To reorder lancets, please open a help ticket.

How should I properly discard my used test strips?

Test strips should be ejected directly from the meter into a sanitary disposal bin by using the ejector button located above the screen on your device. Test strips should never be used more than once.

Where should I store test strips? How long do they last?

Test strips should be stored in a cool, dry place between 36 and 86 degrees Fahrenheit (2-30 degrees Celsius). When stored properly, test strips can last up to 2 years before being opened. Once they have been opened, they should be used within 90 days. Please refer to the expiration date recorded on your test strip box.

How do I take a blood test?

  1. To take a blood test, unscrew the lancing device tip and insert a new lancet. Pinch the lancet and twist off the protective cover.

  2. Screw on the lancing device tip and choose which level of penetration you would like to use. Use 1 or 2 for soft or thin skin, 3 for average skin, 4 or 5 for thick, calloused skin.

  3. Make sure the meter is off, then insert a test strip into the meter. The gold bars should be down and the words, “My Glucohealth” should be facing towards you. The meter will turn on when the test strip is inserted correctly.

  4. When the test strip icon appears in the right-hand corner of the screen, the meter is ready for a blood sample. Use the lancing device to lance the skin.

  5. Once the blood sample is applied, the meter will beep. The screen will then display a 3-second countdown as it analyzes the sample.

  6. You’ll now need to select the activity which best describes when your blood sample was taken - Use the down button and then press the center button on the appropriate activity. Note: If the “Control Solution” icon is selected, the reading will not be transmitted. Only select this option if you have used control solution to test the meter.

  7. Your reading will now be displayed on the screen. Eject the test strip by sliding the bar up and releasing it. When the test strip is removed, your reading will be transmitted.

What if I don’t appear to be drawing enough blood after the first prick?

If you are not drawing enough blood on the first prick, you may need to adjust the calibration on your lancing device. The calibration is set from 1 to 5, with 1 being for softer, thin skin and 5 being for thicker, calloused skin.

What if I appear to be drawing too much blood when I prick?

If you are drawing too much blood when using the lancing device, you may need to reduce the calibration on your device. The calibration is set from 1 to 5, with 1 being for softer, thin skin and 5 being for thicker, calloused skin.

What do the different messages mean on my glucometer?

Please see the pictorial guides below:

Error Messages

Error Messages

Error Messages

How can I reset my username and password for the client portal?

To reset your login details, please email help@simply-home.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.

On the patient portal, what are the different colors next to the patient's name?

  • Red identifies patients with a reading that is outside of their parameters. If an alert is red, please follow up immediately with the individual/care staff. After speaking with the patient, you can add a note summarizing the incident by clicking the red square.
  • Green identifies patients with readings within their specified parameters.

How can I log in to the patient portal?

If you forget your password, please select "Forget Password?" on the login page and follow the prompts. If you need additional assistance, please email help@simplyhome.com. We will open a help ticket and route your concern to the appropriate team, who will then reach out to you.

How can I find a specific patient in the portal?

When you log in you will see the “dashboard,” which provides a list of your patients. You can also use the search box to look up a specific individual. Once a patient has been selected by clicking the arrow to the left of their name, their most recent readings will appear on the bottom portion of the dashboard.

How can I make changes to a patient’s vital parameters?

To make changes to a patient’s vital parameters, such as glucose, weight, etc., email your request with a description of the changes needed to help@simply-home.com.

How can I add a note summarizing my visit with a patient?

By clicking on the clipboard icon located next to the patient name on the dashboard, you can type a note detailing the follow-up.

How can I run a report to see an individual patient’s readings?

For individual patients, a report can be run by selecting the "Reports" tab from the patient dashboard. Specify the date range and the vital signs you wish to review. The reports can be exported as a PDF or the system can automatically fax a report with a cover sheet included.


For more questions about our Telehealth offerings, go to the Telehealth Product Page.

Can't find your question? Contact us by phone or open a help ticket: