Help Centre

Welcome to the Melo Help Centre - please see our FAQs and training guides below.

  • A. To access the app, please go to app.melo.health or visit the melo.health website and click the ‘login’ button.

  • A. To login, enter the email address associated with your account and your password, wait for your authentication code via email, then copy and paste into the associated box.

  • A. Firstly enter your email, then click ‘reset password’. A verification code will be sent to your email address. Copy and paste the verification code into the box. You will then be asked to set a new password.

  • A. Yes, you can download Melo by clicking on the ‘install’ button in the menu under your name in the app.

  • A. Yes, your device must be connected to the internet (via data or Wi-Fi) to use Melo.

Getting started

  • A. Click ‘manage organisation’ in the menu under your name, search for the profile you are looking for, then select the drop down under ‘roles’ and change to administrator

    *Only a local administrator can do this

  • A. Within a patients profile or via the patient list, click the 3 dots on the right hand side and click ‘edit’. Scroll down to Wards then select the ward you would like to move the patient to from the drop down. Remember to click ‘save’ at the bottom of the page before exiting.

  • A. Removed patients will appear within the discharge list and will need to be re-admitted. To do this click the ‘patients’ tab, then within filters, select ‘include discharged patients’. Click ‘apply’ and then search for the patient you are looking for. Within the patient profile, click the 3 dots and select ‘re-admit’. They will then be visible within the patient list.

  • A. Yes, you can see data for discharged patients by clicking the ‘patients’ tab, then within filters, select ‘include discharged patients’. Click ‘apply’ and then search for the patient you are looking for.

  • A. The number of users or patients is unlimited within the agreed scope of your licence - this might be a certain number of wards or units, or the entire organisation. If unsure, then please check with your Customer Success Manager.

  • A. You can also identify a patient by their NHS number or patient ID within Melo. OR you can use the tags feature to input more information specific to a patient to help you identify them.

Admin

  • A. You can select multiple answers within an ABC assessment.
    If completing an ABS or OAS-MNR, you can ONLY select multiple answers for ‘optional’ questions.

  • A. For an ABS or OAS-MNR assessment, please select the option closest to your observation.

    For an ABC assessment, you can add other options by clicking ‘Add new’ within each of the questions.

  • A. Yes, there are multiple ways in which you can do this. Using the description field on the patient profile, adding a care tip, adding a key event or capturing it in the 'other' field on some of our assessment forms.

  • A. You can complete unlimited assessments for your patients on the same day.

  • A. Yes, simply search for the patient you would like to edit an assessment for. Within their patient profile, click the ‘assessments’ tab and select the assessment you would like to edit.

  • A. Yes, all previous assessments are recorded within the ‘assessments’ tab in a patient's profile.

Assessments

  • A. Go to the patient profile, view the behaviour over time graphs and use the date selector to choose the relevant timeframe that you are interested in.

  • A. Yes, the homepage has a number of simple dashboard cards that will show you insights around changes in behaviour for all of your patients - highlighting those that have changed recently.

  • A. Yes, some of the homepage charts will help you look at ward level trends as you can filter these by ward. However, this is an area we are looking to improve - keep an eye out for new features coming soon.

  • A. Yes, you can use the print icon to export dashboard data or similarly, you can download graphs as images by clicking the download button.

  • A. Yes, all of the data on the patient profile trends tab can be filtered to a specific date range. Some specific charts also have in-built filters to show Daily, Weekly and Monthly trends.

Data & Graphs

  • A. We offer training guides specific to access, set-up, navigation and each assessment framework available within Melo. Please see the bottom of this page for more information. Similarly, please contact your Customer Success Manager for a training demo.

  • A. Yes, Melo is configurable to all devices including smartphones, tablets, laptops and desktops.

  • A. Please use the ‘contact us’ form within the app, or email us at support@melo.health.

  • A. Our customer care team is on-hand to support in the event of technical issues. Please expect to hear from your Customer Success Manager within 4 hours of your request.

    *Note: our business hours are 09:00 to 17:00 Monday-Friday, not including UK Bank Holidays.

Training & Technical Support

  • A. Yes, specific patient tags can be set-up by a local admin and then added to an individual patient to help capture additional information like conditions.
    There are other free text fields on the patient profile - eg, the Description and Care Tips - where health data could be captured.

    *Disclaimer - we urge caution on duplicating health data (outside of behaviours) that might already be stored on your EPR or elsewhere - for example, medications.

  • A. Yes, you can name a patient's main carer or 1:1 within the patient summary box, or similarly you can create a tag and assign it to the patient.

  • A. Yes, we are working with multiple hospitals to help achieve both user authentication and EPR integration. Please contact your Customer Success Manager for a discussion.

  • A. We continually update the app every 2 weeks. To see our feature updates, please visit https://www.melo.health/release-notes.

  • A. We are always keen to hear from users as to how we can improve. In the first instance drop us a line on our contact form https://www.melo.health/contact-support.

  • A. You can submit feedback using our contact form within the app or similarly, as part of your customer journey, your Customer Success Manager will be in touch with you periodically to collect feedback.

Miscellaneous

Training guides

The training guides below have been put together to help with user onboarding and cover a range of topics that will help you and your users become confident in using Melo:

General training guide

ABC assessments

SASBA assessments

ABS assessments

OAS-MNR assessments