If your device is not working properly, please contact the Ho’ola Telehealth Help Desk at :
808-240-0106
Ask for Telemedicine phone help
Frequently Asked Questions...
Q. What is included in my package for a telehealth service?
A. Upon receiving your telehealth package, you should have the following items:
1. The phone for your telehealth service
2. Its charger and cable
It is advisable to turn on the device and keep it charged to ensure sufficient battery whenever you need the phone for your future telehealth session. Please also maintain the box as you might need it in case of return and exchange of the phone.
Q. What should the screen on my device look like?
A. Upon turning the device on, the phone will show a title bar at the top of the screen that states Ke Ola Mamo. There will be a number below that; this is the phone identification number, so called IMEI. You may need to provide this number in case of support with customer assistance.
On the screen, there will be 16 icons called Phone, Messages, Ke Ola Mamo homepage, Healow, KCCN II Workshop, Take Your Pills, FAQ KOM How-to, BloodPressure, Health2Sync, MyFitnessPal, Pedometer, Luminosity, Aloha Care Portal, HMSA Portal, KP, and Queen’s My Chart.
If the screen does not appear as in the picture, please turn off the device and turn it on again.
If you still do not see the same screen as shown in this picture after turning the phone off and on again, please contact our customer support @ 866.970.7299 for further assistance.
Q. How do I connect to the telehealth session?
A. As determined by your healthcare provider and you, the info on your telehealth session may be sent via text message prior to your appointment. If so, please click on the Messages app to check for these text messages.
Inside the message, there will be a link for your telehealth session. Please click on the link and the device will automatically launch the telehealth session with audio and video ready for you to meet with your providers.
Q. What are the buttons at the bottom of the screen?
A. The circle takes you to the homescreen. The square will show you recent items you have opened and not yet closed. The back arrow will take you to the last screen you visited.
Q. Can this device be used as a phone?
A. Yes,this phone can be used to place outgoing and incoming calls to the phone numbers shown in the contact list.
Q. Can I click on a phone number on a webpage and place a call?
A. Yes. This phone can be used to place any outgoing calls within the U.S. No international calls would be permitted.
Q. Do I need Wi-Fi to use the device?
A. No, this device is preconfigured with cellular broadband wireless connection for your online medical care. Thus, there is no need to connect to any Wi-Fi.
Q. How do I connect the device to Wi-Fi if there is a problem with the cellular connection?
A. This device should not need to connect to Wi-Fi for your telehealth session. However, if you prefer to connect to Wi-Fi, please click on the three vertical dots in the upper-right corner of the device.
From there, you will see option called “Wi-Fi Connection”. Please tap on this option to select your Wi-Fi network and enter any password as required.
Q. Do I need Bluetooth to use the device?
A. No, there is no need for Bluetooth for your telehealth visit.
Q. Can I download other apps on the device via the Google Play Store?
A. No, usage of this device is limited to the applications provided by your healthcare provider.
Q. What do I need to do after my telehealth session is finished?
A. This device can be used for to connect you with other health-related activities, e.g.,your patient profile portal, information on our other services from Outer Cape,etc. Please maintain this device in good condition and charge it regularly to maintain sufficient battery.
