TOWER, Troubleshoot Stel


This document aims to address issues such as:

  • issues related to the Stel dashboard

  • issues related to a patient hub

Are you encountering an emergency?

The first question can usually be is there an emergency;

There is very little chance you are encountering a system emergency
The Stel system is built to be strongly reliable and there are many failsafes to prevent data loss and downtime at every level. Therefore, even if some part of the system seems to be having issues it is usually temporary, limited in scope, and does not affect the system or the patient.

The Stel system cannot directly arm a patient.

All other problems should fall into the categories listed below, if not you can call us, we are here to help you.

Support Line

Main support email: support@stel.life
This is our main support line, and we are on top of the issues sent to it.

Main phone line:

Secondary contacts:

Potential Issues

All patients are missing measurements

The problem is likely on the Stel server (a delay, or display issue). Contact Stel with the report issue to Stel procedure (this is not an emergency, the data has been transmitted, just not showing on your dash yet), Subject “[ISSUE] All patient missing measurement”

One patient missing A measurement

A patient says they took their measurement, but the measurement does not appear on the dashboard:

  1. Check with the patient that when/before they took the measurement, the hub was GREEN

    1. if the hub WAS NOT GREEN and the hub is STILL NOT GREEN see hub is not green procedure

    2. if the hub WAS NOT GREEN but is green now, ask the patient to take their measurements again and remind the patient of the steps to take a measurement (see TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM) to avoid the problem in the future (notably waiting for the green if they just plugged the hub)

    3. if the hub WAS GREEN see the Hub is green, but no measurement procedure

Hub is green, but no measurement

Here the hub is likely working and the patient is assumed to have tried to take a measurement, but nothing shows on the dashboard after 5 minutes:

If your problem is with the blood pressure or the weight, you should start by checking that the scale works.

if your problem is with weight, ask the patient if the hub blinked blue when they stepped on the scale?

  1. if NO, use the check the Scale procedure

  2. if YES, then use the report issue to Stel procedure (this is not an emergency, the data has been transmitted, just not showing on your dash yet), Subject “[ISSUE] Data missing on dashboard”

  1. if your problem is with blood pressure and the weight works, see the hub green, weight ok, but no Blood pressure measurement issue

HUB GREEN, WEIGHT OK, but no Blood pressure measurement

This assumes that the patient knows how to measure their blood pressure correctly with the device, and the device was tested successfully by the paramedic during the initial set up. (see TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM)

  1. does the blood pressure show an Err when measuring the blood pressure?

    1. if YES, then see the check BP device usage procedure

  2. then try the repair the HUB and BP device procedure

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IF hub is not green and plugged

Here we assume that the hub was working when set up the first time by the paramedic, see TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM

  1. Is the LED of the hub ON?

    1. if NO, try another plug, if the hub still does not turn on, see the Replacing hub procedure

  2. Is the LED solid RED (for more than 5 min)?

    1. if YES, try to unplug and replug the hub, if the problem persists see the Replacing hub procedure

  3. Is the LED solid YELLOW/ORANGE (for more than 5 min)?

    1. if YES, try to unplug and replug the hub, if the problem persist see the Hub not connecting procedure

  4. Is the LED blinking different colors (for more than 5 min)?

    1. Try to unplug and replug the hub, if the hub does the same thing again, see the Hub is blinking issue

  5. If none of these case was applicable, use the report issue to Stel procedure (this is not an emergency), Subject “[ISSUE] HUB LED unknown behaviour”, a Stel agent will contact you to decide what is the best course of action with the HUB. You can also in parallel start the replacing HUB procedure.

hub is blinking

  1. Has the hub been blinking for more than 10 minutes?

    1. if YES then try to unplug and replug the hub

  2. If the problem persists after replugging the hub and waiting 10 min,

    1. take the measurement over the phone

    2. then use the report issue to Stel procedure (this is not an emergency), Subject “[ISSUE] hub is blinking”.

    3. A Stel agent will contact you with diagnostic of the issue (the issue can likely be solved by Stel remotely)

Procedures

Report issue to stel

To report an issue to Stel:

  1. Write an email to support@stel.life you can CC secondary contacts

  2. Subject please use the subject [ISSUE] <description of your issue>

  3. In the body of the email, please specify:

    1. the patient HUB ID that encounters the problem (except if the problem affects all patients) (you can find on the patient details page, or settings page, or patient card on the main page)

    2. Specify what time the patient took a measurement, and which measurement was taken (weight, blood pressure)

    3. Specify the user that encounters the problem on the dashboard (if related to the dashboard) with your username (used during login). Never indicate your password in any communication

    4. NEVER put any PHI in an EMAIL: patient name, SSN, address, date of birth, phone

check if The scale is working

If the Scale is the Standard Stel Scale:

  1. That the patient stayed on the scale until the weight value blinked on the scale (indicating that the weight measure is complete).

    1. If the patient did not, he needs to take the measurement again, if the patient cannot stay long enough on the Scale, then use the report issue to Stel procedure (this is not an emergency), Subject “[ISSUE] Cannot complete weight measurement”

  2. The scale shows a bluetooth icon (solid) to acknowledge it connected to the Hub, next the hub blinks blue.

    1. If there is no bluetooth icon (see picture),

      1. ensure the scale is close to the hub

      2. if the problem persists, see replace the hub procedure

    2. If there is a bluetooth icon, but the hub does not blink blue, use the report issue to Stel procedure (this is not an emergency), Subject “[ISSUE] Cannot complete weight measurement”

    3. If the hub blinked blue, then see report issue to Stel procedure (this is not an emergency), Subject “[ISSUE] weight transmitted but not on dashboard”

This document does not yet offer troubleshooting for other scales. Use the report issue to Stel procedure (this is not an emergency, the data has been transmitted, just not showing on your dash yet), Subject “[ISSUE] Non standard Scale not working”

Replacing hub

To replace a patient hub you need to:

  1. have the paramedic dispatched at the patient home

    1. set up a new hub as explained in TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM

      1. remember that the hub needs to be associated to the patient , see TOWER, How to use the Stel dashboard

    2. pair the BP cuff of the patient see repairing HUB and BP device

    3. collect the previous hub from the patient

  2. have the nurse remove the old HUB from the patient settings page, see TOWER, How to use the Stel dashboard

Hub not connecting

This procedure is used to assess what we should do if a hub is not connecting to the network anymore, but was working on the day of first set up by paramedic see TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM

  1. get the measurement of the patient for the day over the phone

  2. Is this the set up of a new hub with the paramedic, see TOWER, Paramedic Education for Initial Home Visit/ Tower / Stel RPM

  3. Was this hub previously connected and transmitting?

    1. if YES, then use the report issue to Stel procedure (this is not an emergency, get the daily value over the phone), Subject “[ISSUE] No connection on previously connected HUB”

    2. A Stel agent may call to get information about the location of the incident

    3. IF the problem persists more than 24H, start the replacing hub procedure

  4. If none of these cases apply, then this means, that the paramedic installed the hub and it was never transmitting, which should not happen. You can still then use the report issue to Stel procedure (this is not an emergency, get the daily value over the phone), Subject “[ISSUE] No connection on existing hub that never transmitted”

check BP usage

This procedure is to be used when the device displays an error (ERR) on the screen when trying to take a measurement.

  1. Check that the pipe of the cuff is correctly plugged into the device

  2. Check that the pipe is not folded and the airflow goes to the cuff without obstruction

  3. If the error persists, then see replace the BP device procedure

replace the bp device

Have the paramedic visit the patient with 4 spare AA batteries, a replacement BP device, and as a security a spare kit bag with HUB and BP device and Scale.

  1. The paramedic should check the points mentioned in check the BP usage procedure with the patient, even if the patient already checked this on the phone, just to be sure.

    1. if after this check the device works, the paramedic should re-train the patient on the BP device usage

  2. The paramedic can try to replace the batteries of the device if he thinks this is the problem. And then try the repair the BP procedure.

    1. if the procedure works, this is finished

  3. The paramedic can try to use the new Spare BP cuff he brought, he will have to pair the new BP device to the hub using the repair the BP procedure

    1. if this works, the paramedic needs to:

      1. take the old device from the patient, and leave the new one

      2. use the report issue to stel procedure (this is not an emergency, as the patient has a replacement) Subject “[ISSUE] BP device stopped working needed replacement of BP”

      3. This is finished

  4. The paramedic should replace the whole kit:

    1. use first setup procedure for the new kit

    2. the recollect kit procedure for the old kit

    3. use the report issue to stel procedure (this is not an emergency, as the patient has a replacement) Subject “[ISSUE] BP device stopped working needed replacement of whole Kit”

repair the hub and bp device

  1. Press the start button of the device long enough until “Pr” displays on the screen of the BP device

  2. wait until the message “End” is displayed on the device

  3. If this fails, the paramedic should try the replace the BP device procedure

Video demo https://photos.app.goo.gl/MP3o6S5J2b3jdRDA9

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