Innowell for Patients
A brief guide explaining the benefits patients will get from using the Innowell platform.
1. Is this service for me?
1.1 What health conditions does this service offer help with?
Innowell is an online mental health platform that helps you communicate with your care team through documenting and measuring a range of mental health problems and mental illness symptoms. The information that you share via survey’s is stored for you and your health clinician to look at together during your session or separately to help with the time between sessions. The platform helps with many mental illnesses including depression, anxiety, panic attacks, addiction and others by helping you identify your symptoms, use care options and resources, track their progress and help your health practitioner work with you on shared goals.
1.2 Who is the service intended for?
The Innowell platform is intended for people who have access to a computer or smart phone who either alone or with a support person can complete questions about their mental health by entering numbers to indicate if a symptom or problem is an issue for them. The platform is used WITH a clinician and care team members who will initiate the first message to you via email that links you to your own private Innowell page. Once you have access to your Innowell page- you can navigate through the questions and the care options to support your mental health.
1.3 What kind of assistance does the service offer?
This service offers what is called ‘measurement-based care’. Measurement based care means that in addition to describing to someone your distress or mental illness symptoms-- the Innowell platform will ask you a series of questions from assessment tools that help measure your symptoms. The answers from the assessment tools are displayed on your own tracking screen to show what the most significant problems may be for you and to help your clinician and care team know how best to assist you – and they can then work on that with you and focus on areas that you deem most helpful.
1.4 How is the service delivered?
The Innowell platform can be used on any device that allows you to connect to the internet and has a screen that can show the information – so it won’t work on a smart watch but works on most smart phones, laptops, desktops and tablet devices. The service is an online measurement tool that asks you a series of questions from mental health assessments and as you finish one screen the next short set of questions appears to be answered. You can complete the questions in their entirety at one time or save to complete later. When you finish the sets of questions the results are shared within your profile and your clinicians. Your results are shared in a graph as well as in separate tiles based on each area of interest that can be seen by you and your clinician. to you and can be seen by your clinician. You and the clinician don’t have to work on completing the questions together and you can see the results separately.
1.5 Are health professionals involved in delivering the service?
The Innowell team are involved in developing and operating the Innowell program and working with professionals to keep it up to date and helpful for patients. Innowell has clinicians who help them with maintaining the best platform on their team. Your clinician team will use the Innowell platform when working with you and measurement-based care – showing what is or isn’t getting better for you. The platform will help professionals plan your treatment and supports by using your answers to allow your voice to be heard throughout the planning.
1.6 When is the service available?
The Innowell platform can be accessed at any time – your data is available to you and your clinician in an ongoing way until you decide to no longer use the Innowell platform. The data is accessible for you to share with other care providers that may benefit from the information that is captured within the platform.
1.7 How much does the service cost? Is there any ongoing cost?
The Innowell platform is paid for by the place that your clinician works in with no cost to you as the patient.
1.8 How can I access the service?
Your clinician will activate your access to the Innowell platform, and you will receive the invitation to engage. You will need to provide some baseline details so that the reminders to complete the Innowell screens can be sent to you and then you and your clinician can see your results.
1.9 How can I access the service?
No – the Innowell platform is used for measurement-based care and those results need to be attached to a person to be used for their care. Measurement based care is designed to help you and your clinician understand your mental health better, so it is individualized to your care planning.
1.10 Does the service allow my carer, family member or support person to work with me to use the service?
Yes –If you would like to have additional support people involved in the platform, a support person can help you complete the forms and add information if discussed and added by your clinician as a support person. Your support person does not have access to your platform, or the information contained within your platform.
2. Will I benefit if I use this service?
2.1 Is there any independent scientific evidence of benefit from using this service?
Yes, the Innowell platform has been used by several services and has evidence that the use of the platform to incorporate measurement-based care in a digital manner can assist in improved mental health outcomes and emphasises a focus on personalized care.
2.2 Is the service endorsed by a government or professional body?
We are strongly supported by the University of Sydney – Brain and Mind Centre - who team with us on research and improvement strategies. In addition to the worked completed to initialize the platform, there are over 50 studies using the platform to measure care that support its effectiveness and ease of use for individuals in care.
3. Could this service do me harm?
3.1 Are there any precautions or safety warnings related to this service?
The Innowell platform has a screen that displays local emergency and crisis contact numbers when a person indicates they have suicidal thoughts or need urgent or emergency support. The platform is embedded in the clinical governance of the clinic to ensure that each individual is aware of crisis services from the outset of care provision.
3.2 Has anyone reported concerns or adverse health events after using this service?
No
4. Should I trust this service?
4.1 What is the business model for the service provider?
Innowell is a company with their head office located in Sydney. Australia and an office in Canada. The company has a Board of Directors that oversee the governance of the organization and private investors who work as a team on supporting the implementation of the platform and measurement-based care. The clinics and practitioners who use the Innowell platform pay for the use of it in their practices.
4.2 How does the service make money?
Innowell makes money by health services and practices paying to use Innowell as a product to offer clinicians and patients.
5. Is the service easy to use? Will I keep using it?
5.1 Is there any independent research on how easy it is to use this service?
We have several research documents that outline the efficacy and effectiveness of the platform to support measurement-based care.
Evaluation of the Usability and Acceptability of the Innowell Platform
5.2 How much time will it take me to use this service as suggested?
Most people who use the Innowell platform find it easy to use and navigate as it is a check box process with a pictorial display of results. You and your care team would determine the frequency and number of tools to complete to support your care planning.
5.3 How long will it take to get results from using this service?
Once you have completed your first set of assessment questions in Innowell the results will be available for you to see in real time. At any time, you complete a set of questions, the results will be available to you and your care team.
5.4 Were people with lived experience involved in developing the service?
Yes, Innowell began its development as Project Synergy at the University of Sydney and people with lived and living experience were engaged in that project as well as in the development of the Innowell platform.
5.5 What do other users think of this service?
Innowell as a company has engaged in requesting feedback for the platform experience as well as services and research projects develop their measures for variable aspects of the platform. One area of focus for our team is the implementation and engagement of the platform within the clinics it is servicing. There is evidence that has shown that users like the platform and all the information that is shared within the care team to help with treatment planning but initially many needs assistance to log on as a new user and complete the first questionnaires.
5.6 Will this service link with other health services?
Your Innowell results can be added to your medical record should you be a part of a larger service. You can keep a record within your own personal device or the platform itself to share with other health services that support you in your care.
6. Who will have access to my personal data?
6.1 What information does the service collect about me?
The health service that you are enrolled in for your care will have information about how they collect and store your information. Any Information that is shared with Innowell is anonymous and for quality and safety monitoring.
6.2 Who owns that data?
The patient within a health service that is contracting with Innowell owns the data that is within the platform for the client and service to access and use to deliver healthcare. Each health service has an agreement with Innowell that outlines the local, provincial and federal legislation and requirements for data and privacy.
6.3 Who is that information shared with and why?
The client has ownership of the health information shared and would provide consent for any information to be shared with other providers at any time. The data and information within the platform are governed by the local legislation requirements, for example, in Ontario – PHIPHA will set the standards for this data collection, maintenance and sharing.
6.4 Where is information about me stored?
Innowell is a cloud-based platform partnered with Microsoft Azure with data stores and is in Australia and Canada.
6.5 Can I easily share my information and results if I want to?
The client is the ‘owner’ of their data and able to see the results of all information shared. The client ownership allows the client to share visually with the care team, transfer information based on their consent from clinician to other providers and is available over time even when not actively in care through the online platform.
6.6 Can I save the personal information I enter on my device without it being shared with the provider?
The Innowell platform is a shared platform with care team and client; we do not have a client only intervention at this time.
6.7 Can I review and/or delete data that has been collected about me?
As with all data within health services, the data within the platform is governed by the local legislation. Data is not able to be destroyed or deleted outside of the legislated rules and standards of practice.
6.8 Does the service have a data-sharing (privacy) policy?
Yes, this policy is located on our website and available to internal and external stakeholders.
6.9 What security measures are in place to protect my personal information?
We take all reasonable steps to protect your personal information from misuse, interference and loss as well as from unauthorized access, modification, communication and disclosure through the following measures:
(a). We only store your personal information on computer systems located in Australia or Canada;
(b). We ensure that access to these systems is highly restricted and controlled;
(c). We implement organizational, physical, technical and administrative security measures;
(d). We use encryption to protect your data while it is at rest in the Innowell Platform;
(e). We use encryption to protect data communications between the Innowell Platform services and the computer systems;
(f). We limit access to your personal information only to staff who have a need to access your perform information to perform a specific task or function;
(g). Innowell employees must abide by this privacy policy and are kept up to date on security practices.
To assist in preventing unauthorized use, communication or disclosure of your personal information, you must keep confidential any sign-in information and passwords related to your subscription to the Innowell Platform.
7. Who can I contact with questions or concerns about this service?
7.1 How can I contact the service provider?
Should you have any concerns about the Innowell platform you are welcome to reachout to the care team that you are working with, and they would have a link to our team.
If you would like to reach out directly, please contact:
Innowell Customer Service
Call: +61 2 86276933
Email: info@innowell.org
Mail: Innowell Pty Ltd, Suite 3.01, 309 George Street, Sydney NSW 2000, Australia
7.2 Where can I go if I have concerns about this service?
As an organization, we pride ourselves on our service and platform meeting client and care provider's needs. If for any reason you find our service does not meet your needs, we welcome you to call us at our Head Office:
Innowell Privacy Officer
Call: +61 2 86276933
Email: privacy@innowell.org
Mail: Innowell Pty Ltd, Suite 3.01, 309 George Street, Sydney NSW 2000, Australia
If there is a matter that you would like to speak to someone at the organization, you are welcome to follow their complaint process internally.
If your matter is requiring access to a larger investigation, please contact:
Australia
For privacy/security issues contact the Office of the Australian Information Commissioner (OAIC)
https://www.oaic.gov.au/privacy/privacy-complaints/
For complaints against a health service contact your state or territory health complaints organisation
https://www.ahpra.gov.au/notifications/further-information/health-complaintsorganisations.aspx
For complaints against an individual registered health professional contact the Australian Health Practitioners Regulatory Authority (AHPRA)
https://www.ahpra.gov.au/Notifications/Raise-a-concern.aspx
For complaints about misleading claims contact Australian Competition and Consumer Commission (ACCC)
https://www.accc.gov.au/consumers/complaints-problems/make-aconsumer-complaint
Canada
Office of the Privacy Commissioner of Canada
Online: https://www.priv.gc.ca/en/for-individuals/
Call: 1-800-282-1376
Online form: https://services.priv.gc.ca/q-s/allez-go/eng/8b62761b-7100-4016-886c-0279a78670d6
Mail: Office of the Privacy Commissioner of Canada, 30 Victoria Street, Gatineau, Quebec K1A 1H3
Office of the Information and Privacy Commissioner of Alberta
Online: https://oipc.ab.ca/forms/
Call: 1-888-878-4044
Email: generalinfo@oipc.ab.ca
Fax: 780-422-5682
Mail: Office of the Information and Privacy Commissioner of Alberta, #410, 9925 - 109 Street, Edmonton, Alberta T5K 2J8
Office of the Information and Privacy Commissioner for British Columbia
Online: https://www.oipc.bc.ca/forms/individuals/
Call: (250) 387-5629
Email: info@oipc.bc.ca
Fax: (250) 387-1696
Mail: Office of the Information and Privacy Commissioner for British Columbia, PO Box 9038 Stn. Prov. Govt., Victoria B.C. V8W 9A4
Commission d’accès à l’information (Québec)
Online: https://www.cai.gouv.qc.ca/citoyens/recours-devant-la-commission/
Call: 1 888 528-7741
Email: renseignements@cai.gouv.qc.ca
Fax: 418 529-3102
Mail: Commission d’accès à l’information, Bureau 2.36, 525 boulevard René-Lévesque Est, Québec (Québec) G1R 5S9