I am a Kaiser patient. Why can't I access my exercises?

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. 

• The wrong exercises are showing 
• I'm having trouble logging in 
• Getting an error message or blank screen 
• My child can't access their exercises
• Contact Kaiser Support

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 of the app, then scroll down to "Manage programs" to make sure the access code shown in "Program ___ is active" matches what you were assigned. If it doesn't, scroll all the way down and click "Sign out". Then follow the above steps for Logging in to your Home Exercise Program, using the correct access code.

If you're using the web portal: click the print icon at the top right of the page. In the preview or PDF that is generated, your access code will be listed at the very bottom center. If it does not match what you were assigned, return to the web page and click "Sign Out" in the bottom left corner. Then follow the above steps for Logging in to your Home Exercise Program.

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 of the app. If so, tap this icon and select which program you want to view. If you do not have this icon, or if none of the exercises are correct, move on to step 3.

If you're using the web portal: 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 want to view. If you do not have this icon, or if none of the exercises are correct, move on to step 3.

Step 3: If needed, contact your provider

If following steps 1 and 2 above did not reveal your correct exercises, please contact the person who assigned your Home Exercise Program to request that they update it from their end. 

Logging in to your Home Exercise Program

Step 1: Get to the "Welcome" page

Kaiser patients do not have a MedBridge account or login. Instead, you will log in with your access code and/or your Kaiser credentials via the MedBridgeGO 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

Enter your access code and click "Verify access code", which will either bring you to your exercises or load a page that prompts you to enter your Kaiser login information. Please enter the user ID and password you would normally use to access the Kaiser patient portal.

If you're getting any kind of error message or blank screen, please see the next section.

Blank screen or error message

When you enter your access code from the "Welcome" page and click "Verify access code", it's possible you may get an error message, or nothing may happen at all.

Please double check that the access code you're entering matches what was assigned. If it does, here are some troubleshooting steps we recommend:

1. "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.

2. "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.

3. "Unable to find Patient"

If you get an error message that looks like the one above, please follow these steps: 

1. Go to kp.org and sign in
2. 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
3. Change the address bar to kaiserpermanente.medbridgego.com and hit enter
4. Enter access code and click "Verify access code"

4. If you are getting a different error message from those listed above, or the previous steps do not work, here are some additional troubleshooting steps to try:

If you're using the app

1. Completely close out of the app (force quit) and reopen it to try again
2. Delete the app from your mobile device and redownload it from the app store
3. Check out our General Troubleshooting Guide for additional steps 
4. If the above steps do not resolve the issue, feel free to contact us for further assistance 

If you're using the web portal

1. Completely close out of the web page and reopen it to try again
2. Try using Google Chrome as your web browser (if you're already on Chrome, check out our General Troubleshooting Guide for more steps to try)
3. If the above steps do not resolve the issue, feel free to contact us for further assistance

Kaiser exercises for minors

Unfortunately, Kaiser does not provide patient profiles for minor children, and we are aware that this has been a frustrating issue for minors and guardians who are attempting to access their prescribed exercises. MedBridge's troubleshooting steps are very limited, as these programs require that patients enter their Kaiser credentials, which we do not have access to.

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.

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