In the UK we offer an extension programme to our NHS programmes. Internally this is referred to as B2C.

How are people notified of the extension programme?

We take an informative approach, rather than a hard upsell/marketing approach with this offer, so we ask all Health Coaches to share the option with people who are nearing the end of their programmes. 

There are template messages that will include a link to our website saved in the Liva Library:

Penultimate message template: please include this at your second to last intervention as an add-on to your usual coaching message.

Graduation message template: please use (and edit, if required) this at your final intervention.

You will not need to discuss specifics about payment and sign up with the person - direct them to help@livaheath.com if they require more information.

How are coaches notified that someone has decided to extend?

You will receive an email from help@livahealth.com when someone has decided to extend their programme. If you don’t already have a profile on the B2C programme, this will be set up for you.  You will be told which person it is.

The intervention date will be set for the same as on their original programme. If this date does not suit you, please edit the date to a more appropriate day of that week.

 What is the programme schedule?

Coaching is fortnightly asynchronous interventions (every 2 weeks).

 Will there be a video call when someone starts the extension?

No, there is not a video call option available on the extension programme, as it is a continuation of their current coaching.

Will it be clear somewhere how long they are extending for?

The membership is a rolling monthly subscription, with a minimum 3 month commitment, so you can assume that you'll be working with a member for 12 weeks (or 6 interventions) at least.

How will we know when the programme ends?

If the person cancels their subscription, help@livahealth.com will notify you and you'll be requested to end their journey after the last intervention scheduled.

Will those extending their program always be someone that we have coached previously? 

Yes, usually it will be someone you have previously coached. On occasion, when a coach is leaving, someone may be assigned to a new coach to continue their extension programme. This will be discussed with the individual first.

 Is there an option for people to extend and choose a new coach?

In theory yes, however, we will not be actively encouraging people to choose this option. It may be that the original coach has left, or the person is looking for a different approach to coaching, and we would look to first understand what the disconnect is before transferring someone to a new coach.

Do the goals, progress and previous messages get carried over to the B2C platform for a continuous flow?

Yes, everything will transfer over for a continuous coaching flow. The only exception is the Liva Library resources that you may have sent previously.

Is there a set programme to follow or specific materials to send?

No obligation here at all for what can be covered (as long as within the scope of a health coach). We would expect that you continue to uphold the coaching expectations and standards with regard to the coaching being person-led, supporting behaviour change, and using evidence-based resources.

Is there a time limit for people to sign up after their original programme finishes?

Whilst we would want people to decide towards the end of the programme they are on (as it is easier from an admin perspective), we would allow someone up to 3 months to decide. However, that is not actively communicated and can be shared if you feel appropriate for that individual.

Is there a disengagement process for this extension?

There is no automated disengagement process for the extension programme.

As the programme is fortnightly interventions, if the person has not logged into the app for 14 days, then a video intervention should be sent as normal, encouraging them to get back in touch in a friendly and empathetic way. Coaches can also send an email and SMS from the platform to remind them to log back in.

If the person has not logged in for 1 month a written intervention, SMS and email can be sent.

If the person does stop logging in for 3 months, please send an email to UK support with the member ID. The support team will contact them and end their subscription.

You can review the module on disengagement here Module 7: Disengagement for ideas of wording SMS messages to encourage re-engagement in a friendly way.

There is also a folder in the Liva library with suggested ways of re-engaging people.