Frequently Asked Questions

Not currently on the programme

Liva Healthcare is on a mission to offer digital health programmes to everyone who wants to make changes to their health and wellbeing.

We can help you with lifestyle changes to help you to live a full and healthy life. For example, we can support you to manage your weight, manage a long-term health condition such as type 2 diabetes, or simply help you with finding your healthy daily routine, all through changing small daily habits and more.

These digital health programmes are delivered through our Liva app where you will have access to your own personal Health Coach. When you start the programme, you choose a date and a time for a live video session with a Health Coach of your own choice.

Here you will get to meet each other, discuss your health goals, and together you will decide on a plan for how the programme should be tailored to your needs.

After this live video session, you will be encouraged to register your health goals in the app, and your Health Coach will monitor how you are progressing, send you messages and videos, as well as informative resources and recipes, and much more.

A Liva programme follows this structure:

  • You pick a time and a date for a 45-minute live video session with a Health Coach of your own choice
  • At the live video session, you and your Health Coach will create a plan for your programme tailored to your needs
  • You will be encouraged to register your health goals in the app
  • Your Health Coach will check-in with you through messages and videos in the app
  • Your Health Coach will send you informative resources, recipes, provide tailored advice and much more according to your needs
  • You can ask all the questions you have about your health journey to your coach, and he/she will do their very best to help you
  • In some of our offered programmes, you can participate in Groups with other Liva members where you can get support from others following a similar journey

 

Since our programmes are completely digital, all communication happens through the user-friendly Liva app.

You and the Health Coach you have picked, will meet for the first time at a live video session, where you will discuss your health goals and settle on a plan for your programme together.

After the live session, you and your coach will communicate via the Liva app through videos and messages.

Your Health Coach will check-in with you regularly by recording a video for you to watch. They will send you informative resources, recipes, and much more to help you reach your goals.

Liva programmes are generally dependent on your eligibility – our programmes are anything from 12 weeks to 9 months long.

Once you have taken our eligibility assessment, you will get more information about which specific programme that you qualify for, how long it is and any relevant information about how you can get started on it.

If you are eligible for one of our free programmes, you should have received an email with information on how you access the programme and what happens next.

If you haven’t received any email, please contact our Support Team on: support-uk@livahealth.com.

This is where you meet your Health Coach for your live consultation to start your health journey with Liva. Your Health Coach is there to support & listen to you. They will ask you a few questions about your health & lifestyle, your motivations and your personal health goals. They’ll work with you to get going with personalised small steps to help you move towards your longer-term goals. They’ll explain how a Liva programme works and help you to finish setting up your app.

After the consultation, they’ll send you a short video summary of what you discussed. From there on, you’ll receive regular video messages in the Liva app from your Health Coach. You will be able to message your Health Coach with questions and update them on your progress, as well as track your personal goals. You’ll receive in-app Liva resources, too – such as recipes, learning articles and physical activity advice.

Some of our programmes are offered in collaboration with a partner. If you take a medication that grants you access to a free Liva programme, your pharmacist will let you know.

At the pharmacy, you can provide them your email and receive an email with more information about the specific Liva programme that you are eligible for. You will also receive a referral code, that you can use to access the programme.

This referral code is either provided in an email or on a leaflet by your healthcare practitioner or the pharmacist.

At Liva, we very much focus on the personal aspect of health coaching.

Our Liva members therefore get a Health Coach of their own choice.

All of our programmes start with a 30 or 45-minute live video session with the Liva member and their chosen Health Coach.

At this live video session, you and your Health Coach will get to meet each other, discuss your desired health goals, and decide on a tailored plan for the programme.

Liva Health Coaches come from a range of professional backgrounds; including physiologists, nutritionists & dietitians, sports & exercise specialists to nurses and physiotherapists. They also receive our specialist Liva Health Coach training, meaning they are the best-qualified people to support you with your health & lifestyle changes.

All of our content and coaching methods are based on scientific research. We have a solid theoretical and evidence-based foundation that is applied to all of our programmes. We monitor and evaluate each project closely and lessons learned are used to continuously improve the services delivered.

Yes, the Liva programme is a smartphone-based digital programme. The health coaching takes place on the Liva app. Therefore, you need a smartphone (iOS or Android) or a tablet (e.g., iPad) to join the programme.

 

After the programme has ended with your Health Coach, you will continue to have full access to the app. However, your Health Coach will not provide you with coaching unless you sign up for a new programme.

If you would like to continue with your Health Coach after your free programme has ended, you can buy an extension programme here and continuously receive coaching from your personal Health Coach. Your Health Coach will provide you with more information.

The data you provide to us outside of the Liva Platform is stored on secure servers managed by us and/or our partners, with access being strictly limited and closely monitored.

You can read more about this in our Privacy Policy here (link: https://livahealthcare.com/privacy_en.html).

If you have other questions, please contact us on: support-uk@livahealth.com and we will do our very best to help you!

Already on the programme

Getting into the app

Please contact us via email: support-uk@livahealth.com and we can check manually to help you log back in.

Press “forgot password” in the Liva app and you will receive an email with the link to set a new password.

Make sure to check your junk / spam folders. If you still haven’t received it, feel free to contact us via email: support-uk@livahealth.com and we can check manually.

Make sure to check your junk / spam folders. If you still haven’t received it, please feel free to contact us via email: support-uk@livahealth.com We can check whether your details match what we have in our system.

Go to the Liva app and click ‘Get Started’. Fill in your information, and continue in the app. You will then be asked to enter your referral code.

Continue your sign up, choose a date and time for your live video session and you will then finally get to access the app.

A Liva programme takes place on the Liva app. You need to download the Liva app from Apple App Store or Google Play Store. You can enter the app from either your smartphone (iOS or Android) or from a tablet (e.g., iPad).

Unfortunately, we don’t have a web-based functionality where you can access the programme from your computer.

The live video session

To access the live video session, open the Liva app, go to your Profile, and click ‘Join now – 1:1 live video session’.

You can also use the video link you have received via email. Click this link from your smartphone, tablet or computer at your session time. If you cannot find the video link, please reach out to support-uk@livahealth.com.

Please use either Google Chrome or Firefox Browser if opening the link on your computer.

Remember to turn on the audio on your smartphone, tablet or laptop – and allow both video and sound.

For the live video session, you need to click the link provided either through the Liva app or the one provided in the booking confirmation email you have received. This can be opened from your smartphone, tablet or computer.

You need to use the link at the time of your live video session. If you try to access it before or after the booked time, you won’t be able to connect to your Health Coach.

The live video session is where you connect with your personal Health Coach for the first time to settle on your tailored plan for the programme. We recommend that you use video, so you and the health coach can see each other – and to know who will be coaching you on your health journey.

If you need to reschedule, open the Liva app, go to your Profile, click ‘1:1 live video session’, and then ‘Reschedule’.

We require a minimum of 24 hours’ notice prior to your live video session if you need to reschedule.

Technical questions - videos, registrations/logging, connect to devices/apps

Please make sure you have switched on the sound on your phone and have volumed up. If that still doesn’t work, then try these steps:
1) Check if you have sound in other apps on your phone.
2) Restart your phone and retry.
3) If you turn the volume up without headphones and the phone shows a headset symbol, there is a problem with the phone (sometimes due to dust in the headset-port).

If you have an Android device, download ‘VLC’ in Google Play Store. Once you have ‘VLC’ downloaded on your phone, it should work.

If you experience this on an iOS device (e.g., iPhone), please reach out to support-uk@livahealth.com.

Please close down the app and reopen. If this doesn’t work, then delete the app and redownload it on your smartphone or tablet.


Once all attempts have been made and you are still not able to log in, please call our Support Team on +44 (0) 203 8580767 (Monday – Friday, 08.30-18.00) or send an email to support-uk@livahealth.com.

No, you cannot delete photos after they have been shared.

Yes, there is no problem with accessing the Liva app from two devices at the same time.

Always remember to save and update before you leave the app.

Go to your Profile > Settings > Connections, and click ‘Connect’ on the app that you would like to connect.

Pedometers in the form of watches do not integrate directly with the Liva app, but through GoogleFit / Apple Health, etc. Therefore, if the specific pedometer is not integrated with GoogleFit / Apple Health, etc., the only solution is to enter the steps from the (pedometer) manually in the Liva app.

At this time, the following pedometers are integrated with Google Fit (however, Liva is not responsible for this):

  • Huawei Band 2 Pro
  • Xiaomi Mi Band 2

If you experience any issues with your medication while being on the programme, please contact your GP and/or pharmacist as we cannot replace advice from a medical professional.

End my programme

If you want to end your programme, please let your Health Coach know by writing to them in the Liva app. They will help you end the programme.

If you have some feedback about your experience with Liva, please write your feedback to our Support Team on: support-uk@livahealth.com.

Yes, after the programme has ended with your Health Coach, you will continue to have full access to the app.

However, your Health Coach will not provide you with coaching unless you sign up for a new programme.

If you would like to continue with your Health Coach after your free programme has ended, you can buy an extension programme and continuously receive coaching from your Health Coach.

Read more here: https://liva-start.com/uk-extension/

Yes!

If you would like to continue with your Health Coach after your free programme has ended, you can buy an extension programme and continuously receive coaching from your Health Coach.

Read more here: https://liva-start.com/uk-extension/

Data

The data you provide inside the Liva Platform is stored on secure servers which have been certified against the highest information security standards. Access to your data is strictly limited and closely monitored.

You can read more about this in our privacy policy here (link: https://livahealthcare.com/privacy_en.html).

We will only store your data for the shortest period necessary as defined by applicable laws, unless you grant us a specific permission to keep it for longer (in which case, you can always withdraw your consent later).

In some cases we are obligated by law to retain your data for a set period of time as part of our healthcare professionals’ legal obligation to retain medical records. This retention period is determined by the laws of your country, and this will be communicated to you at the time you sign up for our services and before you give your agreement and consent.

Accessibility Statement for Liva

Liva Healthcare is committed to ensuring digital accessibility for people with disabilities. We are continually improving the user experience for everyone, and applying the relevant accessibility standards.

Conformance status

The Web Content Accessibility Guidelines (WCAG) defines requirements for designers and developers to improve accessibility for people with disabilities. It defines three levels of conformance: Level A, Level AA, and Level AAA. Liva App is partially conformant with WCAG 2.1 level AA. Partially conformant means that some parts of the app do not fully conform to the accessibility standard. We are working towards being fully conformant by:

  • Ensuring all elements can be focused or read with a screen reader
  • Solving contrast issues for text and images
  • Ensuring changing the size of text does not create issues with readability

The app is currently available in English, Danish, Dutch, French, German, Spanish. We are currently expanding our language offering.

We have made the text within our content and app as simple as possible to understand.

Feedback

We welcome your feedback on the accessibility of Liva. Please let us know if you encounter accessibility barriers on Liva:

 

Technical specifications

The Liva App is designed to be compatible with the following:

  • iOS v10 or later
  • Android OS V5.0 or later

These technologies are relied upon for conformance with the accessibility standards used.

Assessment approach

Liva Healthcare assessed the accessibility of Liva by the following approaches:

  • Self-evaluation

 

Approval of this accessibility statement

This Accessibility Statement is approved by:

Sarah Beeby

Managing Director, Liva Healthcare UK

This statement was created on 1. September 2019 using the W3C Accessibility Statement Generator Tool and updated on 26. July 2022.

If you have other questions, please contact us on: support-uk@livahealth.com and we will do our very best to help you!

Extension programme

The extension programme is a programme that we offer to Liva members that are currently on a free programme. If you feel your journey with your Liva Health Coach is ending too soon, we can offer you an extension to your current programme.

Your Liva Health Coach will continue to check-in with you once your free programme comes to an end through a self-funded option.

It costs £15 per month.

Your Liva Health Coach will check-in every other week with you – for as long as you stay on the extension programme.

Click on ‘Extend programme’, enter your details, set up your subscription and we’ll do the rest.

You can sign up today! The payment will not be withdrawn before your free programme ends.

It’s a subscription, so every month it will renew automatically. It will keep renewing until you decide to end your subscription.

Yes, anytime.
If you want to cancel your subscription, please write an e-mail to support-uk@livahealth.com

No, it’s your choice. You can extend for as long as you want to continue your journey with Liva.

Yes! We fully support that you would like to continue your journey with your current Liva Health Coach. You will automatically continue with your current coach.

Yes, if you’d prefer to switch things up with a change of Liva Health Coach we will do our best to honour your request.
Please contact our Support Team on: support-uk@livahealth.com and let them know that you would like to change your Liva Health Coach.

Yes!
Once you have graduated from your free programme, you log-in to your Liva app with your current log-in details, and you’ll be on your new self-funded extension programme. Everything will look the same as on your previous programme.

Yes, it won’t look any different from before – you’ll keep all your goals, resources and message history.

Of course, please send your questions to: support-uk@livahealth.com and we’ll do our very best to answer them.