You can contact Orla’s customer support by phone or email.
Patient support
Phone (Mon-Fri 8 a.m. – 4 p.m.)
0504352071
Email
Please do not send health information via email. If you are not sure, contact us via phone.
Urgent security incidents may be reported by calling our CISO directly.
Contact information
Orla DTx Oy
Kaikukatu 4 B
00530 Helsinki
Finland
Frequently asked questions
General
What is Orla Remote Patient Monitoring?
Orla Remote Patient Monitoring is a mobile app intended for patients, and a user interface intended for healthcare professionals. The mobile app automatically forwards the measurement results of the patients to the healthcare professionals’ interface, so that the healthcare professional quickly can analyze the results. Orla Remote Patient Monitoring offers solutions for both anticoagulation treatment as well as for measuring lung function.
How can I start using the Orla Remote Patient Monitoring service?
If you are a healthcare professional, you can contact us here if you want more information about the service. If you are a patient, you can contact your healthcare facility to ask if they already can offer Orla Remote Patient Monitoring as a treatment method for you.
Healthcare professionals
The measurement program is not downloaded to the patient’s phone.
Check the patient’s device ID by opening the Settings tab in the Orla Remote Patient Monitoring app, and check that the same device ID is found in the patient’s measurement program. Make sure that the device ID is written correctly, the serial number should be written all in one and with capital letters. Ask the patient to update the app, on the measurement tab, by dragging a finger from the top of the page downwards.
There are no measurement devices available to choose when creating a new measurement program in the healthcare professionals’ interface, even though there are available devices at the healthcare facility.
Check that all available devices are marked as returned in the healthcare professionals’ interface. You can check to which measurement program the device is linked to from the device registry. You can release the device by canceling the measurement program in question. You can cancel the program by opening the measurement program and clicking “Cancel program” at the top of the Results page. The device is available when the cancellation is finished. Canceled programs do not disappear but can still be found by clicking “Patient details”. You can also return the devices by clicking “Device returns” that can be found under the patient’s name. Choose the return date and click “Save”. After the device has been marked as returned, the device is available for a new measurement program.
Patients
Can I use Orla Remote Patient Monitoring with my phone?
You can use the Orla Remote Patient Monitoring app on the most common Android and iPhone phones. If you are using an Android phone, the operating system should be Android 7.0 or newer. If you are using an iPhone phone, the operating system should be iOS 9.0 or newer.
How do I pair my INR measurement device and my Android phone?
- First, all previously made pairings need to be forgotten from both the measurement device as well as the phone. On your phone, go to Settings > Bluetooth. Check the list “Previously connected devices”.
- If you find a device named CoaguChek on the list, forget it. You can forget the device by clicking the cogwheel next to the name of the device, and then clicking “Forget”.
- Next, the old pairing needs to be forgotten from the measurement device. Open the device and go to Settings > Data Transfer > None.
- Now it is time to make a new pairing. Open your measurement device and go to Settings > Data Transfer > Bluetooth > Save.
- Open the Bluetooth settings of your phone. Check the list of available devices.
- From the list you should find a device by the name CoaguChek. Click the device and it moves to the list of “Previously connected devices”.
- On your measurement device, click OK. The devices are now paired.
How do I pair my INR measurement device and my iPhone phone?
- First, all previously made pairings need to be forgotten from both the measurement device as well as the phone. On your phone, go to Settings > Bluetooth. Check the list “My devices”.
- If you find a device named CoaguChek on the list, forget it. You can forget the device by clicking the “i” next to the name of the device, and then clicking “Forget this device”.
- Next, the old pairing needs to be forgotten from the measurement device. Open the device and go to Settings > Data Transfer > None.
- Now it is time to make a new pairing. Open the Orla Remote Patient Monitoring app on your phone and go to the Settings tab. Click “Pair meter”.
- Open your measurement device and go to Settings > Data Transfer > Bluetooth > Save.
- The phone will ask you if you want to pair the phone with the measurement device. Answer yes.
- On your measurement device, click OK. The devices are now paired.
I have a new phone and now I am not able to take any measurements, and I cannot see any information about my measurement program in the mobile app.
When your phone changes, the device ID of the Orla Remote Patient Monitoring app changes as well. This means that that the device ID needs to be changed in the measurement program. Please inform your healthcare professional or the Orla Remote Patient Monitoring customer support of your new device ID. The device ID can be found from the Settings tab in the app.
When the device ID has been changed, the measurement program is downloaded to your phone. The program is downloaded by opening the Orla Remote Patient Monitoring app and dragging a finger from the top of the Measurement tab downwards. When your measurement program has been downloaded, the measurement device and your new phone needs to be paired before you can take any new measurements. To pair your devices, please check the instructions from the above questions depending on the model of your phone.
I am about to take a measurement, but my measurement device and my phone are not connecting.
Try to turn off the Bluetooth connection from your phone for a moment before turning it back on. If this does not help, turn off your phone and turn it back on after a while. I this does not help, remove the pairings, and pair the devices again (according to the instructions in the above questions).
My INR measurement device is not accepting the test strips.
Your jar of test strips has probably changed. Please change the chipcard in the measurement device. The chipcard is always specific to the jar of test strips, and hence, always needs to be changed when you start using a new jar of test strips. The new chipcard can be found in the package of the new jar of test strips.
My INR-result has not been transferred to my phone but can still be found on the measurement device.
In this case you can transfer the results from the measurement device to your phone at a later time. Firstly, you open the Orla Remote Patient Monitoring app and click “Measure now”. Secondly, you open the measurement device and click “My Results” and then “Transfer Data”. The last result found on the measurement device will be transferred to your phone and you can continue in the Etämittaus app normally, filling in the necessary information, before the result is send to the healthcare professionals.