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FAQ

Below, we have listed some of our frequently asked questions (FAQs). If you cannot find the answer you are looking for, do not hesitate to contact us.

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  • General
  • Thermometers
  • Blood Pressure Monitors
  • TENS Devices
  • Hearing Amplifiers
  • Blood Glucose Monitors
  • Respiratory Devices
  • Fitness Devices

Where can I register my product?

You should register your Kinetik Wellbeing devices via the warranty page.

Once I’ve received my completed email – how long should it take to arrive?

It varies according to where you are but should be 1-2 days after completion email is received.

Where can I find my tracking information?

The Hermes tracking code can be found in the shipping notification email.

I’ve ordered from Kinetik Wellbeing but I’ve been sent a different brand – why?

To try and meet demand and keep much needed medical device supply flowing into the UK we have setup the ‘Kinetik Approved’ programme. These are products we have already tested from factories we already know produce high quality accurate products which are audited by the most strict medical device regulators in the world.

Which courier service are you using?

Hermes

My order arrived, but products are faulty?

Please send photos/video of the issue to us at customercare@kinetikwellbeing.com so we can advise on replacement.

Are you still offering NHS discount codes?

Yes, please contact customercare@kinetikwellbeing.com for the discount code or visit our dedicated NHS page.

Kinetik Ear and Forehead Thermometer

Find out more about our Thermometers

Our range of award winning Thermometers are in Association with St John Ambulance and include the following models:
PG-IRT1603, IET2PC

Other discontinued models include:
IET1, IET2, NCT1, NCT2

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

How do you use the inner ear thermometer correctly?

For children under 1 year of age, pull the ear straight back to ensure the ear canal is straight, then insert the probe into the ear canal to take a measurement. For children over 1 year of age, and adults, pull the ear back and up to straighten the ear canal and then insert the probe into the ear canal to take a measurement.

Do I have to use a probe cover?

Yes for the inner ear thermometers, the cover ensures the lens remains free from any contaminants while in use, this is important in order to maintain the accuracy of the readings. You MUST use a new probe cover for each reading.

How do you use the non-contact thermometer correctly?

Ensure the area of the forehead you choose to read from is clear from hair or water before taking a reading. Remove the cover and position the end of the thermometer 2-5cm from the skin surface. After pressing the scan button, you should have a reading within 1-2 seconds.

What does L mean on the thermometers?

Low temperature. Please ensure that you have removed the white protective cap covering the black lens. Please also ensure that you are fully inserting the thermometer into the ear as deeply as comfortable and removing after the measurement has been taken (indicated by a beep after pressing the SCAN button).

How do I ensure accurate readings from my IET2 or FR412 thermometer?

Ensure you are using non-rechargeable batteries. Ensure you insert the thermometer as deeply into the ear as is comfortable. When taking a measurement, please press and immediately release the SCAN button, once you hear the beep, you can then take the thermometer out of the ear. Ensure that there is no dirt/debris/scratches on the lens, we advise that customers wipe the lens with an alcoholic wipe.

How do I ensure accurate readings from my NCT2 or PT3 thermometer?

Wipe the lens with an alcoholic wipe. Ensure you are holding the thermometer 1-3cm away from forehead. Ensure you aren’t moving the thermometer until the reading has been taken. Ensure you are using non-rechargeable batteries.

How do I ensure accurate readings from my PG-IRT1603 thermometer?

If taking forehead measurement – ensure you are holding the thermometer 1-3cm away from forehead. Ensure you aren’t moving the thermometer until the reading has been taken. Ensure you are using non-rechargeable batteries. If taking ear measurement – ensure you insert the thermometer as deeply into the ear as is comfortable. When taking a measurement, please press and immediately release the SCAN button – once you hear the beep, you can then take the thermometer out of the ear. Ensure that there is no dirt/debris/scratches on the lens, we advise that customers wipe the lens with an alcoholic wipe.

Fully Automated Blood Pressure Monitor

Find out more about our Blood Pressure Monitors

Our range of award winning Blood Pressure Monitors are in Association with St John Ambulance and include the following models:

WBP1, BPX2, BPx1, BPx1A, BPx1W

Other discontinued models include:

BPM1C, BPM1KTL, BPx1TL, BPM4TL, BPM3, BPM5, BPM100

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

Are your BPMs clinically validated?

Yes, all of our BPMs are tested and approved to ESH standards. For reference, they have been tested to ESH International Protocol 2010 (IP2). Our WBP1 has had additional testing, and so has been validated for use by the BIHS – which means it is listed on their ‘For Home Use’ blood pressure monitor list.

What is the difference between systolic and diastolic pressure?

Your heart is just like a pump which works all the time to make the blood flow through all blood vessels. Blood pressure measures the force on the wall of the blood vessels caused by the pressure of the blood. Systolic pressure is the pressure of the blood when your heart beats to pump blood out. Diastolic pressure is the pressure of the blood when your heart rests in between beats. This reflects how strongly your arteries are resisting blood flow.

When is the best time to test my blood pressure?

Blood pressure fluctuates constantly during the day. Its value in the daytime is higher than in the evening with the lowest level being at midnight. The pressure begins to rise again at 3:00am and reaches its highest level any time during the day – so it is impossible to get a consistent reading. For this reason, please take your measurements at the same time of day. Relax for 10-20 minutes before taking a measurement and remain relaxed whilst measuring. Do not move or talk during measurement, as this will affect the accuracy.

Do I need to test at the same time, every time?

It is important to remember that your blood pressure is constantly changing and can vary massively over 24 hours. Therefore we recommend that you take readings at the same time each day – for example, 11am, 2pm and 6pm – then after 5 days you can look at the results, average them out and get a more accurate picture of what your blood pressure is, on aver-age, at that time of day. While the devices can be used to give you an ‘on the spot’ reading of your current pressure, it is highly unlikely you will ever get the same reading twice when measuring subsequently.

What is the point of testing regularly?

Blood pressure can fluctuate since it responds to minute changes in the body. It is unusual for it to continuously remain at exactly the same value, which is why it is recommended that the blood pressure be determined based on an average of multiple measurements over time. If you do experience a higher than normal reading one day, don’t panic as this can happen. Relax and take a break for at least 10 minutes before measuring your blood pressure again. Then you can compare it to your readings over time again.

If there is any significant change we recommend you seek medical advice.

What do different blood pressure readings mean?

If the systolic and diastolic readings fall into different categories, the higher value should be taken for classification. For example if your reading was 161/98 you would be classified as having moderate hypertension. If your reading classifies you with any level of hypertension i.e. mild through to very severe, you should ask your doctor or pharmacist to assess you professionally at least once a year. Low blood pressure (Hypotension) and high blood pressure (Hypertension) can only be diagnosed by a qualified healthcare professional, such as a doctor or pharmacist.

If you have any concerns or questions, please contact your doctor or pharmacist.

What can I do if I have high blood pressure?

The first thing you should do is seek advice from a medical professional such as your doctor. They are best placed to advise you how to manage your condition. The best things you can do to promote healthy blood pressure are: Lose weight if you need to, exercise regularly, eat a healthy diet, reduce the amount of salt you eat, cut back if you drink too much alcohol, stop smoking, cut down on caffeine.

If you want more information about high blood pressure (hypertension) we recommend you take a look at NHS Choices. If you have low blood pressure (hypotension), you can find out more from NHS Choices too.

Can I use my Kinetik Wellbeing Blood Pressure Monitor if I suffer from atrial fibrillation?

The WBP1 has not been tested on those with atrial fibrillation, therefore we cannot recommend its use.Please consider the BPX1, BXP1A, BPX2 or BPX1W blood pressure monitors which are all suitable for use. You can use these BPMs if you suffer from atrial fibrillation. However, if you want to get accurate readings, we cannot recommend their use. At the moment, there is no blood pressure monitor on the market that can factor atrial fibrillation into a blood pressure measurement. What we can do is alert the user if an ‘Irregular Heartbeat’ is detected during the measurement, which may indicate that the reading is not accurate – our BPX2 and BPX1W have the Irregular Heartbeat feature.

Why can’t I get my blood pressure monitor to stop flashing?

Please contact customer care with a copy of the receipt or proof of purchase so we can arrange for a replacement.

When does a Blood Pressure Monitor need calibrating?

Blood Pressure Monitors that are used at least 5 times a day have to be calibrated once a year and this particularly applies to Health Care Practitioners. In the case of home use, it is recommended that these monitors are re-calibrated every 3 years based on amount of use.

Calibration isn’t cheap and we have found a way to subsidise those costs and reduce the waiting time that customers face. All you need to do is send your old device to:

Kinetik Wellbeing;
Calibration Trade-in;
Unit 3 Perrywood Business Park,
Honeycrock Ln, Salfords,
Redhill
RH1 5DZ

Please enclose your name, address, email and telephone number. We will then email you a personal code for the 20% discount to use on our website against any of our new pre-calibrated Blood Pressure Monitors.

If you have more than one device to trade in, please let us know.

How do I reset my monitor to have the correct date and time?

This varies depending on the Blood Pressure Monitor you have, please refer to the user manual, which you can download from the User Manuals page.

What can I do if I keep getting inaccurate readings?

Please ensure that you:

  1.  If taking multiple measurements at the same time of day it is important to leave at least 15 minutes between them to allow your body to settle back into a normal rhythm.
  2. You should sit still and in a quiet for at least 5 minutes before taking a reading. Ideally you should relax for at least 30 minutes before and avoid eating or drinking during this period.
  3. The cuff should be placed on your upper arm with the tube running down the inside of your forearm and should be tight, but you should be able to insert two fingers underneath the cuff (so not too tight).
  4. The cuff may be too small for the users arm. It is best practice to check the measurement of the arm (around the middle of the bicep at the widest point) and make sure that the arm measurement falls within the measurement of the cuff (the standard cuffs supplied with our monitors are 22-42cm). If the cuff is too small then this will be the cause of the high reading.
  5. A high reading can also occur if the user moves, talks or is not sitting properly during the measurement. Full instructions on how to take a reading accurately are included in the book supplied.

Am I able to buy a replacement cuff for my blood pressure monitor?

We don’t have replacement cuffs available for purchase but please contact us directly to arrange a replacement.

Do you sell bigger cuffs?

All of our cuffs are universal 22cm-42cm which cover the standard (22-32) and large (32-42cm) cuff range. At present cuffs we do not sell paediatric (42cm) cuffs.

Do you offer a repair service for your Blood Pressure Monitors?

Instead of offering a Calibration service (which costs over £100+) to our customers and to reduce the waiting time for our customers we are pleased to offer a 20% discount on a brand new pre-calibrated device.

All you need to do is send your old device along with the Calibration offer form to the following address and we’ll send you a personal code for 20% off & free shipping for any of our new pre-calibrated Blood Pressure Monitors.

Kinetik Wellbeing;
Calibration Trade-in;
Unit 3, Perrywood Business Park,
Honeycrock Lane,
Salfords,
Redhill,
RH1 5DZ

Can I swap cuffs of different models?

Cuffs can only be used with the blood pressure monitor they were purchased for.

Dual Channel TENS Machine + Kinetik Wellbeing

Find out more about our TENS Devices

Our range of award winning TENS Devices are in Association with St John Ambulance and include the following models:

TD3, WT2, TRP2, WTRP1, PPTRP1

Other discontinued models include:

TD1,TD2, TRP1, PPT1, WT1

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

How does Kinetik Wellbeing TENS device work?

TENS works by passing harmless electrical signals into the body from the pad. This relieves pain in two ways: Firstly, it blocks the body’s pain signals which are normally transmitted from the area of damage through the nerve fibres to the brain, TENS interrupts these pain signals. Secondly, TENS stimulates the body’s production of endorphins, its own natural painkillers.

Why consider digital TENS pain relievers?

Pain is a warning signal; we need these signals to tell us that something may be wrong with our body. Without it, we may not know that parts of our body might be damaged, thereby damaging them further. However, once we have identified damage, pain serves little purpose. In the case of chronic, regular pain it can significantly interfere with daily activities and the quality of life.

What conditions can the TENS device help relieve?

Please ask your local pharmacist for advice about any specific condition. TENS provides pain relief for a number of different pain conditions, including: Back Pain, Sciatica, Sports Strains and Sprains. Almost all muscle related injuries Use the Dual Channel TENS Digital Pain Reliever for at least 15 minutes a day, however, you may need to wear it for longer to initially gain pain relief. If you wear the unit for longer periods then check your skin where the gel pads have been placed to ensure your skin does not become sore.

Can the TD2/TD3 TENS devices be used during pregnancy/labour?

We can’t recommend use of the TD2/TD2 during pregnancy or labour as the device has not undergone official testing for this. Please consult your GP.

Can the WT2 TENS device be used during pregnancy/labour?

The WT2 can be used from 12 weeks of pregnancy.

Can you explain the different modes for the TD2?

  • Mode 1 – Kneading (TENS)
  • Mode 2 – Acupuncture (TENS and EMS)
  • Mode 3 – Deep Massage (TENS)
  • Mode 4 – Cupping (TENS)
  • Mode 5 – Scraping (TENS)
  • Mode 6 – Combination (TENS and EMS)
  • Mode 7 – Relaxing (EMS)

Can you explain the different modes for the TD3?

Please refer to the grid below.

Why is the intensity of the TENS device not increasing?

Please ensure that pads are fully connected to skin before turning the device on. The device will not work if you switch on and increase intensity before attaching pads. If pads are not fully sticking to skin, please purchase replacement pads.

Should the two red connectors and two white connectors for the TD2 attach to certain pads?

The different colours of the connectors are purely aesthetic, and it doesn’t matter which connector goes with which pad as long as the pads are all secured firmly to the skin.

Can I get a new USB charger for my TENS device?

View our TENS Devices and replacement accessories such as USB charger.

What is causing my WT1 / WT2 device to beep?

Please ensure that the device is fully connected to skin before turning on.

Can I use my TENS machine for Period Pain?

Yes our TENs machines are suitable for use if you suffer with period pain.

Where can I use my TENS machine?

Please refer to the manual to see where the TENS machine can be applied.

How often should I change the TENS gel pad?

For hygiene reasons, it is recommended that you replace the gel pad every 30 sessions.

Where can I buy the replacement gel pads?

View our TENS Devices page where you can order replacement pads.

I have a TD1, how can I buy more pads?

We’re afraid we no longer stock the TD1 or the pads to go with this device as it is a discontinued product. Please see our TD3, for which we would be pleased to offer you a discount for.

Why are my pads not sticking?

Ensure the area of skin is clean and dry, free from moisturiser and oils. Make sure no debris on the pad (eg fluff) and ensure the protective covers are replaced after each use.

How many times can I use the pads on my TENS Device?

The pads can be used for up to 30 applications.

Find out more about our Hearing Amplifiers

Our range of award winning Digital Hearing Amplifiers are in Association with St John Ambulance and include the following models:

JH-125

Where can I get replacement batteries?

Please visit your local electronics store or search online for a LR754 battery (D.C. 1.5V).

Where can I get replacement silicone tips?

The hearing amplifier is compatible with standard silicone gel tips used for headphones. Please search online or visit your local retailer.

Blood Glucose Monitoring System + Kinetik Wellbeing

Find out more about our Blood Glucose Monitors

Our Blood Glucose Monitors are in Association with St John Ambulance and includes the following models:

AG607, EGS2003, Level II Control Solution, Lancets 30G, ALD-602

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

Is the Blood Glucose Monitoring System clinically validated?

The device is tested and approved to EN ISO 15197:2015 requirements. The device doesn’t require coding or set up, meaning it is ready to use immediately in the comfort of your own home.

How do I switch on the Blood Glucose Monitoring System?

To set up your monitor you hold down the ‘S’ button until the screen starts flashing. Set up the device according to the instruction manual and hold down ‘S’ to switch it off again. When you are ready to start taking readings there is no need to switch the device on. Simply insert the test strip containing your blood sample or control solution into the device, after which the device will count down from five before giving you your reading.

Can the Blood Glucose Monitoring System detect ketone levels?

The Kinetik Wellbeing Blood Glucose Monitoring System measures blood glucose levels only. However, the device will display a ketone warning (not actual ketone reading) when the glucose testing result is over 15mmol/L.

Is the Blood Glucose Monitoring System eligible for VAT relief?

As stated by gov.uk, if you’re disabled or have a long-term illness, you won’t be charged VAT on products designed or adapted for your own personal or domestic use. To complete our process for VAT relief you must fill in our VAT exemption form and we will send you a code that will remove VAT from your order.

How can I change the unit of measurement from mmol/L to mg/dL?

To change the unit of measurement, follow the steps below: Start with the monitor off. Press S for about 2 seconds to turn on meter. Press S to scroll through the year, month, day, time etc until you see the unit of measurement on screen. Press M to change unit of measurement. Press S to confirm.

Why doesn’t my blood glucose monitor give a reading?

  1. Test strip needs to be inserted when the glucose monitor is completely off
  2. The amount of blood – You need 0.7ml of blood
  3. Position of glucose monitor and test strip in relation to the blood sample. Please ensure that the glucose monitor and test strip are vertical. Only the very end of test strip needs to touch blood sample.

How can I ensure the readings are accurate?

Please ensure you are doing the following before each measurement:

  1. Washing hands
  2. Discarding the first drop of blood. Then squeezing for the ‘fresh’ blood underneath
  3. Using a new blood sample (from a new site) for each reading
  4. Using a new lancet
  5. Keeping your test strips in the vial they come in

Do the Test Strips have an expiry date?

Yes, the test strips are in date for 24 months from the date of production. You can check the expiry date of your Test Strips on the box that the test strips came in.

Are other Test Strips compatible with the Blood Glucose Monitoring Devices?

No. Our Blood Glucose Monitoring System is coded specifically to our Test Strips. Other brands of Test Strips aren’t compatible.

Compressor Nebuliser Device + Kinetik Wellbeing

Find out more about our Respiratory Devices

Our Respiratory Devices are in Association with St John Ambulance and includes the following model:

NB-222C

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

Why is my Pulse Oximeter beeping?

Your Pulse Oximeter could be beeping for two reasons:

  1. SpO2 Less than 94%
  2. Pulse rate is less than 50bpm or more than 130bpm

Why are the readings from my Pulse Oximeter inaccurate?

To ensure the readings are accurate:

  1. Ensure you are using ring or middle finger
  2. Do not measure with nail varnish
  3. Hand should be rested on hard surface

What is better to use with my nebuliser set, a mouthpiece or a mask?

Our Compressor Nebuliser comes with both and it is entirely up to you to choose whether to take your medication with the mouthpiece or mask depending on which suits your needs best.

Our product comes with a child and adult mask as a mask can often suit children more than the mouthpiece.

Which medications can be nebulised?

Always follow your physician’s advice on what medication is suitable for inhalation. He or she will prescribe the right medications and dosage that you need. Your pharmacist can also answer questions about your medications.

What is the difference between a Mesh Nebuliser and a Compressor Nebuliser?

All nebulisers are devices that convert liquid medicine into aerosol droplets that can be easily inhaled through a mouthpiece or mask. The difference is in the technique that is used to convert the medicine into aerosol droplets. A compressor nebuliser uses compressed air to create the aerosol.

How long does each course of medication take to inhale with the Compressor Nebuliser?

A course of medication should take around 10-15 minutes.

Is the Compressor Nebuliser eligible for VAT relief?

As stated by gov.uk, if you’re disabled or have a long-term illness, you won’t be charged VAT on products designed or adapted for your own personal or domestic use.

To complete our process for VAT relief you must fill in our VAT exemption form and we will send you a code that will remove VAT from your order.

My Nebuliser isn’t working, what can I do?

  1. Replace air filter
  2. Rinse air tube with water
  3. Ensure that adapter is fully inserted into the Nebuliser
  4. Ensure that the medication is suitable for use in a Compressor Nebuliser

Our range of Fitness devices are include the following models:

BTS100, BCA1, HRM4, EFT1

Other discontinued models include:

HRM2, HRM3, AT100, KINKIT100

Search our FAQ on these models below or get in touch if you can’t find what you’re looking for.

Can you use a heart rate monitor if you have a pacemaker?

We advise that customers do not use the Kinetik Wellbeing heart rate monitor if they have a pacemaker.

Why is the heart rate monitor not detecting my heart rate?

Please ensure that the chest strap is secure and in the correct position.

Do you sell replacement chest straps?

Replacement chest straps are not available for sale. Please contact Customer Care if you require a replacement chest strap.

Can I wear the chest strap 24/7?

The HRM4 has been designed to monitor workouts. We do not recommend that it is used to monitor heart rate 24/7.

Can’t find the answer?

Click the link below to contact Kinetik Wellbeing with your question…

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