FAQ

1. WHAT IS THE GET HEALTHY SERVICE?

The Get Healthy Information and Coaching Service® (Get Healthy Service) is a free phone-based health coaching service aimed at supporting adults make lifestyle changes regarding:

• eat healthily
• get active
• reduce the amount of alcohol you drink
• reach and stay at a healthy weight
• gain a healthy amount of weight in pregnancy
• manage your health while living with type 2 diabetes or cancer

It provides information and ongoing, personalised support designed to help adults make healthy behaviour changes.

2. WHO CAN PARTICIPATE IN THE GET HEALTHY SERVICE?

The service is available for people 16 years and older, who live in NSW and are at risk of developing chronic disease and need help to develop and maintain:

• healthy eating habits
• physical activity
• healthy weight

3. WHY IS NSW HEALTH FUNDING THE SERVICE?

Many chronic illnesses and diseases can be prevented by:

• being active
• eating well
• reducing alcohol intake and
• achieving and maintaining a healthy weight

Chronic diseases such as diabetes, heart disease and some cancers are estimated to be responsible for around 80% of the total burden of disease in Australia. Making lifestyle changes is often easier said than done, and the journey can be challenging. The Get Healthy Service has therefore been developed to support people to make these lifestyle changes.

The Service is based on evidence that phone and online based coaching are effective in changing healthy eating and physical activity behaviours. The development of the Service is also based on the highly successful Quitline model for smokers, which has helped thousands of smokers quit the habit and start leading healthier lives.

4. WHAT DOES THE GET HEALTHY SERVICE PROVIDE?

The Get Healthy Service has two streams:

Health Coaching

• The service offers a program that is tailored to meet the needs of participants.
• Coaching participants will receive individually tailored phone and online coaching sessions over an agreed period, set by the health coach and participant.
• The timings and frequency of the coaching sessions are decided between the participant and health coach, this is so the program is tailored to motivate and support participants to achieve their healthy lifestyle goals.
• Program participants will have access to free resources to record goals, progress and achievements.
• After the program, participants can re-enrol in the service or opt to continue coaching support via SMS through the Get Healthy Stay Healthy program.

Information Only

• Participants can opt to receive information only. They will then receive free resources and a one off phone coaching session.
• Information only participants can re-enrol in the Service as coaching participants at any point.

5. WHO ANSWERS THE PHONE?

Health coaches who are all university qualified health professionals in dietetics, exercise physiology, nursing or equivalent health qualifications.

All health coaches receive further training to ensure they meet the requirements of the Service.

6. DOES A PARTICIPANT REALLY GET THEIR OWN HEALTH COACH?

Yes. Wherever possible, a participant will be matched with their own personal health coach for the duration of the program – this helps ensure that a supportive relationship is developed.

A participant will be matched with a health coach based on criteria such as their health goals, preferences and cultural background.

7. IS THE GET HEALTHY SERVICE FREE?

Yes, the service is free to people 16 years and older, who live in NSW. For further information or to register for coaching call 1300 806 258.  Calls from a landline are charged at the cost of a local call. Calls from mobile phones may be charged at a higher rate.

8. HOW DO PEOPLE JOIN THE SERVICE?

People can be referred to the service by their General Practitioner (GP) or a health professional. Alternatively, people can register themselves for the coaching or information service by calling 1300 806 258 or by filling out the online registration form.

9. HOW DO I REFER MY PATIENT?

Referring your patients is simple:

• Referral forms are available on Medical Director and Best Practice Software.
• Referral forms for General Practitioners and Health Professionals can be found on the Health professionals page
• Download the form, complete for each patient and fax to 1300 013 242 or email to contact@gethealthynsw.com.au

10. WHEN DOES THE INITIAL CALL HAPPEN?

For registrations received for health coaching, the service aims to call participants back within 3 days. Wherever possible you will receive a call within a 1 hour window of the preferred time slot indicated on the registration form.

When calling direct, client concierge or the first available health coach will answer.

11. WHAT HAPPENS DURING THE REGISTRATION CALL?

The client concierge will explain what the service has to offer, and callers can be sent information about being active, healthy eating and achieving a healthy weight.

Callers will be asked information to ensure the service meets their individual needs. This includes information regarding their current eating and activity behaviours, how ready they are to make changes and set goals and other information regarding their life circumstances. All participants are screened during their first coaching call by their health coach for risk of type 2 diabetes and alcohol intake.

12. WHAT INFORMATION IS NEEDED ABOUT THE CALLER?

The service needs to collect information from all callers as part of a screening and health assessment. Information that is collected includes contact details, biometric measurements and other information regarding their life circumstances. This information is used to tailor coaching to participants’ needs and identify if medical clearance is needed before they join the service. The information collected will also assist NSW Health to evaluate the service and make improvements. It is important to note that all information regarding a caller will remain strictly private and confidential.

13. WHAT HAPPENS IF A CALLER HAS AN EXISTING MEDICAL CONDITION?

To make sure that the coaching component of the service is right for all callers, a short health assessment will need to be completed. In some cases, a caller may need to get medical clearance from their General Practitioner (GP) or doctor before beginning their Get Healthy journey.

14. WHAT HAPPENS IF A CALL IS MISSED?

If a person misses their registration call, or subsequent coaching call, the health coach will make four call attempts within a two week period. One of these call attempts will be at the preferred time listed within the registration form.

If a health coach is unable to reach the caller during this two week period, a letter will be sent after the final call attempt to get in touch.

15. DOES THE SERVICE OPERATE ON WEEKENDS AND PUBLIC HOLIDAYS?

The Get Healthy Service operates on Saturday 9am to 5pm, and extended hours from Monday to Friday, 8am until 8pm to allow for calls to be made before and after business hours. The service does not operate on public holidays.

16. WHO IS THE SERVICE PROVIDER?

The Get Healthy Service is run by Diabetes Australia, a national provider of health coaching services, contracted by the NSW Government.

17. WHAT HAPPENS IF AN INTERPRETER SERVICE IS NEEDED?

Interpreter Services will be provided by the Service to members of Culturally and Linguistically Diverse communities. This service is provided by the Translating and Interpreting Service (TIS).

Other telephone services will be provided to people who are deaf or hearing impaired or speech impaired. This service is provided by the National Relay Service (NRS).

18. CAN THE SERVICE BE USED ON BEHALF OF A FAMILY MEMBER OR FRIEND?

No. The service has been specifically designed to provide individually tailored advice, support and motivation to the caller or participant. It is about supporting them to achieve their health goals; therefore, a caller cannot receive coaching on behalf of someone else. However, a caller may request an Information Booklet or a service Brochure that they can give to a family member or friend.

19. IS THERE AN OPPORTUNITY TO PROVIDE FEEDBACK ABOUT THE SERVICE?

Email: contact@gethealthynsw.com.au
Phone: 1300 806 258 Fax: 1300 013 242

20. IS THE SERVICE RUN ELSEWHERE IS AUSTRALIA?

No. The Get Healthy Service is currently only available in New South Wales.  

21. I HAVE BEEN REFERRED TO THE GET HEALTHY SERVICE BUT I DO NOT WANT TO TAKE PARTICIPATE?

If you have been referred to the Get Healthy Service but don’t want to participate you can choose not to enrol in the service. You can call 1300 806 258 or email us to withdraw from the service at any time.