Service Description

‘The Service’ in the context of this document refers to the provision and all content of the NHS Healthy Living for people with diabetes programmes available via the website (www.healthyliving.nhs.uk) and the associated support helpdesk.

‘The programmes’ are the digital diabetes education that a user would sign up to access as part of the Service. Service Users have the choice of assessing either ‘Healthy Living for people with type 1 diabetes’ or ‘Healthy Living for people with type 2 diabetes’. The programme available is dependent on the diabetes type that the user themselves has been diagnosed with or is the diabetes type of the person they are the carer, friend or family member for.

The programmes are delivered through a responsive website application (web-app); meaning that it will adapt to the digital device you are viewing the website on. Service Users will receive access to their assigned programme, commencing from the date of their first registration with the Service.

The programme provides Service Users with the ability to log and track activity (daily steps), weight, food intake, goals, and blood glucose, and write Action Plans in support of lifestyle change goals.

We may change the site, Services, functions or content from time to time to update for changes in scientific knowledge, improve usability or to comply with regulatory changes. We may also require you to update or add additional content to your profile/account and health trackers in order to optimise your use and outcomes from the Service.

As part of the Service, we provide a helpdesk from 0800 until 1800 Monday to Friday excluding bank holidays. The helpdesk uses a contact centre system supplied by Netcall.  We can confirm no artificial intelligence (AI) is used as part of the helpdesk. The helpdesk does use natural language recognition or asks a pre-approved set of questions to gather initial information from you to direct your request accordingly.

If you are referred to the Service by your GP, University Hospitals of Leicester NHS Trust (Service Provider) and Promatica (UHL sub-processor and hosting company) will notify your GP about your status within the programme (did not attend education, attended education, did not complete education, completed education) after your referral.

Please see our privacy policy for more information about how we handle your personal data. If you have any questions or concerns about your data, please contact us to discuss by email at  uhl-tr.healthyliving@nhs.net. If you require more information about how your GP handles your personal data, please refer to their own privacy policies (which should be available on their websites).

By registering as a Service User, you represent that all information supplied about you is accurate. You may suffer serious harm if you provide misleading or untrue information about yourself, your age or your health in using the Service.

We will provide you with access to your programme once you have completed all registration requirements. You will be able to make use of the Services unless and until either of us terminates this agreement in accordance with its terms or the Services otherwise become unavailable either on a temporary or permanent basis.

‘Engagement’ / ‘attendance’ on your programme is an action which takes you to a learning session within the first 30 days after you registered.

‘Completion’ of the programme is calculated when you have engaged with a step/page in at least 60% of all available learning session. This is a minimal criteria set to provide a metric after which we will notify your GP of your completion status. You can continue to access your programme until either of us terminates this agreement in accordance with its terms or the Services otherwise become unavailable either on a temporary or permanent basis.

You will be asked to reconsent to access the Service every two years (24 months), unless a significant change has been made before this which kick-start an ad-hoc reconsenting process.

If you have any questions about the Service, your assigned programme or anything else to do with NHS Healthy Living please do not hesitate to contact us.