Kaiser Permanente partners with Medbridge to provide Home Exercise Programs to patients. In this article, we'll offer steps to address the most frequent concerns that Kaiser patients experience with their programs.
Please tap the issue below that describes your situation:
- Trying to access exercises for my child
- The wrong exercises are showing
- I'm having trouble logging in
- Getting an error message or blank screen
- Need to contact Kaiser Support
Kaiser exercises for minors
Unfortunately, Kaiser does not provide patient profiles for children under 18 years old, meaning you may not be able to access their exercises using the access code they were assigned. We are aware that this has been a frustrating issue for minors and guardians, and currently Medbridge's troubleshooting steps are very limited.
There are two possible workarounds in this situation:
1. Your provider can print out the exercises for you, meaning your child would refer to the paper rather than online videos
2. Your provider can assign your child's exercises to you in your own profile, with the understanding that they are actually for your child
If you require further assistance regarding your Kaiser Portal, please reach out to your local Kaiser Online Physical Therapy Member Support team.
Exercises not matching what they should be
Step 1: Make sure you're in the right program
If you're using the app
Click the gear icon in the top right corner of the app, then look under "Manage Programs" to make sure the 8-digit access code displayed matches what you were assigned. If it doesn't match, scroll all the way down and click "Sign out", then log in using the correct access code.
If you're using the website from a browser
Click the printer icon in the top right corner of the page, just to the left of "Log Activity". In the preview or PDF that is generated, your 8-digit access code will be listed at the very bottom center of the page. If this code does not match what you were assigned, return to the web page and click "Sign Out" in the bottom left corner, then log in using the correct access code.
Step 2: Check for Multiple Episodes of Care
If your provider has assigned multiple sets of exercises under the same access code, you may need to toggle to the right one.
If you're using the app
Check to see if you have a blue + icon in the bottom right corner of the app. If so, tap this icon and select which program you'd like to view. If you do not have this icon, or if none of the exercises listed are correct, please move on to Step 3.
If you're using the websitie from a browser
Check to see if "Choose an episode of care" appears under the "Home" heading at the top left of the screen. If so, use the dropdown menu to select which program you'd like to view. If you do not have this icon, or if none of the exercises listed are correct, please move on to Step 3.
Step 3: If needed, contact your provider
If the above steps do not work, please contact the provider who assigned your Home Exercise Program to request that they update your program from their end, or contact our Support team for assistance.
Logging in to your Home Exercise Program
Step 1: Start from the "Welcome" page
Please note: Kaiser patients do not have a Medbridge account or login. Instead, you will sign in with your access code and/or your Kaiser credentials via the Medbridge GO app or at medbridgego.com. Make sure to start on the screen that says "Welcome" at the top.
If instead you are on a "Sign In" screen like the ones pictured below, please click "Login with a new access code" or "Enter a new access code" to get to the Welcome screen.
Step 2: Enter your access code
Start by entering your 8-digit access code, double checking to make sure that it matches what you were assigned, then tap "Verify access code". This will either bring you to your exercises or load a page that prompts you to enter your Kaiser credentials. Please enter the user ID and password you would normally use to access the Kaiser patient portal.
If you get an error message, or if nothing happens when you click "Verify access code", please move on to the next section below.
Blank screen or error message
Please start by clicking here to review our most common error messages. If none of them apply, locate the issue below that best describes what you're experiencing:
Nothing happens when I click "Verify access code"
In this case, we recommend deleting the app from your mobile device and redownloading it from the App Store or Play Store.
The user ID and password don't match
If you get an error message that looks like the one above, you can click "Forgot your User ID or password?" or contact Kaiser's Online Physical Therapy Member Support team for assistance.
"Unable to find Patient"
If you get an error message that looks like the one above, it may be because you have switched Kaiser regions, such as moving from one state to another. Please follow these steps:
- Go to kp.org and sign in
- Once signed in, use the drop-down menu at the top to change the region to the one where their most recent program was assigned
- Change the address bar to kaiserpermanente.medbridgego.com and hit enter
- Enter access code and click "Verify access code"
"Bad Request"
If you get an error message that looks like the one above, please use a web browser other than Chrome, or open an incognito window in Chrome to access your program.
Different error message
If you don't see the error message you're experiencing, or if the above steps do not work, please contact our Support team for further assistance.
Contacting Kaiser's PT Support Team
The Kaiser Online Physical Therapy Member Support team is available Monday to Friday from 5:00 am to 7:00 pm PST. They can be reached at the following phone numbers depending on your location:
Colorado: 866-390-0364
Hawaii: 833-356-6168
Mid Atlantic: 866-718-9020
Northern California (if medical record number starts with "11"): 844-800-0819
Southern California (if medical record number starts with "00"): 833-356-6165
Oregon and Washington: 833-356-6166