HERO 100 User manual

Model 100
Version 2.3 (July 2021)
Instruction
Manual

Table of Contents
Introduction 4
Warnings and Intended Use 4
Precautions 6
What’s in the box 7
Meet Hero 8
Setting up Hero 10
Connecting the Hero Device 10
Creating a Hero account 11
Establishing the primary user of Hero 12
Setting up Hero for yourself 12
Setting up Hero for a loved one 13
Adding medication list and schedule 14
Setting notifications & preferences 16
If you are setting up Hero for yourself 16
If you are setting up Hero for a loved one 17
Family settings 19
Load Medications into the Hero Device 20
The Hero Device 22
Dispense a scheduled dose 22
Skip a scheduled dose 23
Dispense a missed / skipped dose 23
Dispense on-demand dose 23
Dispense a Future Dose 24
Manual Access to Medication 26
Refill Medications 26
Transporting the Hero Device (Travel Mode) 27
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Hero Device Settings 30
Preferences 31
Travel Mode 33
Connect to WiFi 33
Network Info 34
Firmware Update 34
About 34
Reset to Factory 35
Regulatory 35
Cleaning 35
The Hero Mobile App 36
Today 36
Meds 38
Add a new medication 42
Remove a medication 42
Stats 44
More 46
Notifications & Preferences 47
Hero Alert Settings 47
Your Account 48
Loved One’s Account (if you are a Caregiver) 52
Manage Caregivers 53
Going on Vacation 56
About 58
FAQs and Member Support 59
Technical Specifications 59
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Introduction
Thank you for choosing Hero, a fully-connected medication management solution which
brings together a smart pill dispenser, a connected app and an integrated prescription
refill and home delivery service.
We strongly recommend that you read this instruction manual before using the Hero
platform. It contains important safety and use information, setup and troubleshooting
guidance, and helpful tips about making the most out of your Hero experience.
Warnings and Intended Use
 PLEASE READ – IMPORTANT SAFETY INFORMATION 
Hero offers an integrated fully-connected solution, which includes access to a smart pill
dispenser (the “Hero Device”), a medication management app (both for the member and
their caregiver), an integrated prescription refill and delivery service, and 24/7 member
support. Hero’s integrated solution assists patients and their caregivers with medication
management by sorting and dispensing medicines and providing reminders to take
and/or fill medicines, whether or not they are loaded into the Hero Device.
Hero’s integrated solution is not a replacement for the guidance of a healthcare
professional nor intended to replace an attentive and qualified caregiver, should one be
required by the medication recipient.
The Hero Device should not be used by a recipient of medication who is incapable of
verifying the accuracy of each dispensed dose (such as those suffering from dementia
or other cognitive or physical impairments) unless pill dispense accuracy is being verified,
in each instance, by qualified person(s) trusted by the medication recipient, i.e. a
caregiver, a healthcare aide, and/or a healthcare professional. The medication recipient (or
a trusted qualified person) must always verify that the types of pills and number of pills
dispensed by the Hero Device match the prescribed or desired dosage before ingesting
the contents of the pill cup.
The Hero Device should not be used to dispense medicines that have high dosage
sensitivity, that have a narrow therapeutic window, that are used to treat acute
conditions or that are used to treat life-threatening events. Even though the Hero
Device is capable of successfully and accurately dispensing most whole pills loaded into
the device on most occasions, Hero cannot guarantee the accuracy of medication
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dispensed during every dispense cycle due to the potential for human error and/or
mechanical and software limitations or failures.
Liquid medications and medications that require refrigeration cannot be stored in
the Hero Device. Hero also recommends storing chewable or dissolvable pills, soft
gelcaps and sticky pills outside of the Hero Device. These forms of medication may either
stick together due to humidity changes, or disintegrate under pressure leading to
unsuccessful dispenses or requiring occasional shaking of the cartridge.
Partial tablets cannot be loaded directly into the Hero Device as they may interfere
with the vacuum system used to dispense the pills. However, if they are first placed inside
empty gelatin capsules, they can then be loaded into the Hero Device and dispensed
normally. Important:Make sure to first check with your doctor or pharmacist to
determine whether encapsulating a partial pill is appropriate for your medication.
Be sure to keep track of pills inside the Hero Device by size, shape, color, imprint, or
form to help ensure that dispensed doses match prescribed doses. If you cannot visually
differentiate between the different types of pills you intend to store in the Hero Device, do
not add those medications to the Hero Device.
Keep the original prescriptions or pill bottles for reference after loading the
appropriate medications into the Hero Device. Make sure to also keep a small amount of
medication of each type stored outside of the Hero Device so that it can be accessed
immediately in the event of an unexpected failure.
The Hero Device is intended only to be used by a single recipient of medication at
one time due to the risk of cross-contamination of various medications loaded into the
Hero Device (including the risk of residual medication which can remain in the Hero
Device after all pills have been removed); factory refurbishment is required in order to
switch users. If you can no longer be exposed to a medication that was once placed into
the Hero Device, contact customer service at 1-855-855-9962 for further assistance.
The Hero Device is designed to function on a flat and level surface. If it is ever tilted
over, subject to motion or vibration or otherwise mishandled, you must open the door
with the Pill access key and check to see if medications are in the proper cartridge before
you continue to use the Hero Device.
If children or other individuals who may be harmed by gaining unsupervised access
to the medications are present, the Hero Device should be installed beyond their
reach. In addition, you can enable Dispense passcode and/or Menu access passcode for
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additional security, but keep in mind that the Hero Device is not designed to withstand
intentional unauthorized access attempts.
If the WiFi connection to the Hero Device is not functioning properly, or there is an
interruption in your cellular service, the Hero solution’s notifications may not occur as
expected. Additionally, if the Hero Device or mobile phone (with the associated Hero app)
are not within audible range, alerts and reminders may not be heard.
If the Hero Device is used in a manner not specified in these instructions,
the operation and safety of use may be impaired.
Precautions
Storage and Access
●The Hero Device should be kept away from humidity and moisture, and operated
consistently with the technical specifications contained in these instructions. Do
not store the Hero Device in a bathroom or in direct sunlight.
Refill and Cartridge Handling
●When inserting a cartridge, make sure to push the bottom tab all the way in, until
you hear a click sound. This will ensure the cartridge is securely and properly
installed.
●Be sure not to put any downward pressure on the cartridge door when reaching in
to retrieve a medication cartridge.
●When loading a medication into a cartridge, make sure only pills are added.
Desiccants or any other substances should be kept outside of the Hero device.
●Overfilling a cartridge can cause the Hero Device to not properly dispense
medication. Do not load pills above the “MAX” fill line shown on the cartridge.
●When removing a cartridge and its medication, do not put new medication in that
cartridge or any other cartridge at that time. New medication must be added by
following the Adding a New Medication instructions.
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●Do not put any cartridges or the cup in a dishwasher. Wash them only with warm
water and non-abrasive soap, and completely rinse and dry before putting back into
the Hero device.
Transporting the Hero Device
●All medication must be removed before transporting the Hero Device.
●Do not tip or tilt it with pills on-board as this may lead to mixing of pills or failure of
the Hero Device.
●Make sure to activate Travel Mode and properly insert the Travel bar before
transporting the Hero Device, as instructed in the section: Traveling With the Hero
Device.
●Do not force the Travel bar into its designated slot at the back of the Hero Device. If
you feel some resistance inserting the Travel bar, rotate it until it slides in farther.
The compartment cover will not close unless the Travel bar is properly inserted.
What’s in the box
●Hero smart device
●ACadapter
●10 Medication cartridges
●Cup
●Pill access key
●Travel bar+ Travel bar holder
●Getting Started guide
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Pill access key is used to manually open the Hero Device in order to retrieve your
medication in the case of an emergency, such as a power outage, or device failure.
Travel bar should only be inserted into its slot for transporting the device, and then must
be removed for proper operation.
Make sure to keep your Pill access key and Travel bar in a secure location, outside of the
Hero Device, that is not easily accessible by children or other unauthorized persons or
other unauthorized persons.
Meet Hero
1. To get started, remove the Hero Device from the box and place it on a level, sturdy,
indoor surface. Be sure to handle it by grasping the sides or lifting from the bottom.
CAUTION:The Hero Device should be kept away from humidity and moisture and
operated consistently with its technical specifications as contained in these
instructions. Do not store it in a bathroom or in direct sunlight.
2. Remove the lock compartment cover on the rear of the Hero Device.
3. Pull the Travel bar out of the lock compartment.
4. Thread the Travel bar into the Travel bar holder for safekeeping.
5. Replace the lock compartment cover. Remove the sticker covering the power port on
the back of the Hero Device.
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6. Locate the power supply and plug one end into the power port and the other end into
an outlet. The Hero Device will power on automatically.
Getting to know the Hero Device interface
The Hero Device consists of an LED screen and five buttons. Each of the four arrows is a
button, as is the center circle. Note:The LED screen is not a touchscreen.
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When you first plug in the Hero Device, you will be offered to follow a tutorial to practice
using the interface, before starting the setup process.
Setting up Hero
Setting up Hero is comprised of three main steps, and should take about 30 minutes to
complete:
Step 1: Connecting the Hero Device.
Step 2: Creating a Hero account, and setting up the medication list and schedule.
Step 3: Loading medications into the Hero Device.
Connecting the Hero Device
Once you plug in the Hero Device you will be greeted with a welcome screen. Press the
center button to begin setup.
If you would like quick guidance on how to use the buttons and screen select Yes, and
follow the instructions on the Hero Device screen.
Connect to WiFi and confirm timezone
●Select your WiFi network: Use the up and down arrows to scroll to your WiFi
network name. Press the center button to select your WiFi network.
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○If you have a password associated with your WiFi network, you will be asked to
type that in. Use the arrows to navigate the letters and numbers on the
on-screen keypad, press the center button to select and spell out your full
password. Navigate to the Done button and press the center button.
●Confirm your timezone: The Hero Device will provide a list of timezones, and
highlight the suggested one based on your network address. Press the center
button to confirm, or use the up and down arrows to find your timezone (if it’s not
the one suggested by default).
●Software update check: The Hero Device will check for any software updates. If any
is required, it will automatically download and apply the update, and then reboot.
Note: The update process may take up to 10 minutes to complete.
●At the end of this process, the Hero Device will instruct you to continue setup on
the Hero app, and display a unique connection code. This code will be requested in
the Hero app as you continue setup there.
Creating a Hero account
●Download the Hero Health app to your smartphone (iPhone or Android).
●Tap Set up your Hero Device to begin
●Enter the 8 digit connection code displayed on your Hero Device screen to connect
your app. Then tap Next.
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Establishing the primary user of Hero
Once you successfully connect your app with Hero, you will be asked to select who will be
using the Hero Device.
●If you're setting it up for yourself: You will automatically get Administrator
permissions, and have the ability to edit Hero settings and preferences.
●If you're setting up Hero for a loved one: You will be set as the Primary Caregiver,
and will automatically get Administrator permissions. You will be able to set the
experience preferences for yourself and your loved one (as explained below).
Note: Your loved one, as well as any additional caregivers (if you choose to add any),
will be granted view-only permissions.
Setting up Hero for yourself
●Select Myself on “Who will be using the Hero pill dispenser”, and tap Next to
continue.
●Fill out the account details, then tap Next to continue. Note: You may be asked to
verify your email address to continue. In this case, an email will be sent to the
address you provided. Tap the confirm email button to continue setup.
●You will see a screen labeled Success! tap the Next button to continue
●Skip to the Adding medication list and schedule for next steps.
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Setting up Hero for a loved one
●Select A loved one on “Who will be using the Hero pill dispenser?”
●Upon selection, you will be asked to receive your loved one’s permission to manage
their information and medication on Hero.
●Hand over the smartphone to your loved one, if available, so they can tap the
permission checkbox. If they are not reachable, you can still proceed by pressing
“Next”, as detailed in “Loved one not reachable?” link.
●Fill out the requested details about your loved one, then tap Next to continue.
●Fill out your caregiver account details, then tap Next. Note: You may need to verify
your email address to continue. In this case, an email will be sent to the email
address you provided with a subject line of “Verify your email address”. Tap the
confirm email button to continue setup.
●You will see a screen labeled “Success!” tap the Next button to continue setting up
your medication list and schedule
.
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Adding medication list and schedule
The Hero Device can store up to 10 different medications. In addition, you can add 10
more medications that are stored outside of the Hero Device. Hero will notify you when
it’s time to take those medications via on-screen and in-app notifications.
●Review the safety reminders listed, and tap “I understand” to start adding your
medications. During this step, you will be asked to first add ALL the medications
details before physically loading them into the Hero Device.
●Step 1: Search for your medication name
Enter the name of the medication you would like to add.
After entering the first 3 letters, matching medication names will be automatically
suggested. Tap the medication name that matches yours to continue.
If none of the suggested medications matches yours, you can add it manually by
choosing the option “Create” on the list.
●Step 2: Add medication details
After selecting your medication, you will be asked for several medication details
(such as: form, strength, etc), as well as the type of schedule to follow.
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●Step 3: Add medication schedule
○Tap Add Time link to start building your schedule
○Choose from an Every Day or Select Days schedule.
○Select a time you would like to take the medication. Use the +or -buttons to
enter the number of pills to dispense at that time.
○If you take this medication more than once a day, tap the “+ Add time” link to
select another time and add pill quantity.
○Tap Save Schedule to continue
○Review the schedule you have created. If you want to add an additional
schedule, tap the + Add Schedule link and repeat the process.
○When your schedule is finalized tap Next to continue
●Step 4: Confirm medication summary
○After adding all medication and schedule details, you will be presented with a
summary view of the information you entered.
○The summary view also offers a few optional settings (available under the
Setup optional settings link):
■Max on-demand pills per day - Set a limit of how many additional pills
can be dispensed on-demand within a 24-hour period (outside of the
scheduled ones). Tap the +or -buttons to change quantity.
■Expiration date - Add the medication expiration month and year. Hero
will notify you when expiration date approaches and a refill is needed.
Note: once the pills reach the expiration date, the Hero Device will stop
dispensing them until refilled with new ones.
■Dispense passcode – Hero offers an optional safety measure to protect
against unintended dispenses. You can enable a 4-digit Dispense
passcode (for one or more medications) which will be required on the
Hero Device before dispensing (or refilling).
○When you have confirmed the medication and schedule details tap Confirm.
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To continue adding medications, tap “Add” at the top right
and repeat the process above for all the medications you’d
like to add to your medication list and schedule.
Note: As you add more medications, Hero will automatically
offer you previous scheduled time(s) selected, so you can
easily build a consolidated schedule
When you’re done adding all of your medications, tap the
“Done Adding Medications” button.
Nice work! Now it’s time to set up your experience
preferences. Tap the Next button to continue.
Setting notifications & preferences
The notifications and preferences offered by Hero differ based on whether you’re a
Primary user setting up Hero for yourself, or you’re a Primary caregiver setting it up for a
loved one.
If you are setting up Hero for yourself
●App notifications: You will be provided with a list of app notifications you receive as
the primary user of Hero. These particular notifications are enabled (and cannot be
turned off) for safety purposes. We are committed to supporting our members’
health, and as part of that notify them on key events that require their attention
(such as: Missed doses, medication running out, Hero Device door opened, etc).
●Device preferences: These include the following Hero Device settings:
○Access to Hero Device menus: As an optional safety measure, you can add a
“digital lock” to the device, which will require entering a passcode to access
the Hero Device menus. Only scheduled dose dispense will be available on
the device without any passcode entry.
Note: this Menu access passcode is separate from the Medication dispense
passcode mentioned earlier.
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To set a Menu Access passcode tap the on/off
switch and an overlay will appear. Tap the
arrows to create a 4 digit code then tap the
Done button
○Medication dispense time window: You can
set the time window during which medications
can be dispensed after their scheduled time.
The default is 4 hours, meaning – a medication
scheduled for 12:00pm, for example, can be
dispensed until 4:00pm.
Tap the +or -arrows to adjust the time window,
as needed.
●When you are finished setting your preferences, tap
the Next button to continue.
If you’re using an iPhone, you’ll be asked to give
your permission to receive notifications from Hero.
Tap Allow when prompted with a dialog asking you to
allow Hero to send you notifications.
If you are setting up Hero for a loved one
As a Primary caregiver supporting a loved one, you will be able to set both your own
preferences as a caregiver, as well as configure your loved one’s experience settings.
Your caregiver preferences
●App notifications: You will be provided with a list of app notifications you receive as
a Primary caregiver. These specific notifications are enabled (and cannot be turned
off) for safety purposes. We are committed to supporting our members’ health, and
as part of that notify you on key events that require your attention (such as: Missed
doses, medication running out, Hero Device door opened, etc).
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Loved one’s preferences
●Missed dose reminders: By default, your loved one
will receive alerts (visual and audible) on the Hero
Device only, when it’s time to take their medications.
If you’d like to add phone reminders when they miss
their medication - choose Yes, add phone
reminders.
Phone reminders are available in three forms:
○Hero mobile app - Selecting this option will
send an email invitation to the primary user to
download the Hero app. Once installed and
set up, they will start receiving app
notifications whenever a dose is missed.
○Text message - With this option, the primary
user will receive reminders to their phone via
SMS. You will be asked to add their phone
number, which will trigger an automatic text
message containing a verification code. Enter
that code to complete activation.
○Phone call - The primary user can also receive
a phone call with their reminders. Similarly to
Text messages, activation involves a phone call
containing a code to verify their number.
Note: Phone calls are not supported on
landlines.
●Access to Hero Device menus: As an optional safety
measure, you can add a “digital lock” to the device,
which will require entering a passcode to access the
Hero Device menus. Only scheduled dose dispense
will be available without any passcode entry.
Note: this Menu access passcode is separate from
the Medication dispense passcode mentioned
earlier.
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●Medication dispense time window: You can set the time window during which
medications can be dispensed after their scheduled time. The default is 4 hours,
meaning – a medication scheduled for 12:00pm, for example, can be dispensed until
4:00pm.
Tap the +or -arrows to adjust the time window, as needed.
●When you are finished setting your preferences, tap the Next button to continue.
Note: If you’re using an iPhone, you’ll be asked to give your permission to receive
notifications from Hero. Tap Allow when prompted with a dialog asking you to
allow Hero to send you notifications.
Family settings
●The last step before loading your medications into the Hero Device is inviting
additional partners (such as friends or family members) to your Hero journey, if
desired. They can lend a helping hand and provide support in managing the day to
day medication taking. You can add as many family members and friends as you’d
like. Note: Any additional partners / caregivers will be added with read-only
permissions. This means they will get alerts in case a medication is missed, for
example, but they will not be able to change any Hero experience settings, except
for the notifications they receive.
●Once you’re done, press Next.
NOTE: Upon pressing Next, the medication list and schedule you entered will be
automatically sent to the Hero Device. This process may take a few minutes. Only when
the data transfer is complete, the Hero Device will be ready to start loading medications
and will indicate so on the screen.
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Load Medications into the Hero Device
●The Hero Device will display a message on screen when it’s ready for you to load
your medications. Follow the instructions on-screen to start loading your
medications.
●When the Hero Device door opens - Remove the cartridge by grasping the bottom,
slightly pinching with thumb and forefinger, and pulling out.
CAUTION:Be sure not to put any downward pressure on the cartridge door when
reaching in to retrieve a medication cartridge.
●Load your first medication into the cartridge, as indicated on the screen.
Throughout the process, the Hero Device screen will display the name of the
medication you should be loading.
CAUTION: Be sure to fill the cartridge only up to the marked MAX line. Overfilling a
cartridge above the “MAX” fill line can lead to unsuccessful dispenses.
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