What’s the purpose of your private chat?
Your private chat is your direct line of communication with your health coach. It’s a safe, confidential space for you to discuss your goals, challenges, and progress throughout the programme.
This one-to-one chat is designed to:
Help you stay motivated and supported.
Give you personalised guidance from your coach.
Provide a space to ask questions or reflect on your journey in private.
Many people tell us that having a coach to talk things through with makes all the difference - so please feel free to check in regularly and use this space to get the most out of the programme.
What makes the private chat valuable?
The private chat is here to support you. Your coach can help you set realistic goals, troubleshoot challenges, and celebrate your achievements.
We’d especially encourage you to:
Share your wins - Your coach wants to celebrate your progress, no matter how small!
Talk about challenges - If you’re finding something difficult, your coach can help you find strategies that work for you.
Ask questions - Whether it’s about nutrition, mindset, or staying on track, your coach is here to help.
Reflect honestly - This is a confidential space where you can be open about your experiences and get tailored advice.
How to use private chat thoughtfully
To keep this a respectful and supportive space for both you and your coach:
Be kind and respectful. Coaches are here to support you, and communication should remain professional and courteous.
Use the chat for programme-related support. For technical issues, please contact customer support.
Share feedback appropriately. If you have feedback about the programme, you can share it privately in chat - your coach will ensure it reaches the right team.
Respect boundaries. Coaches are available during set working hours and will respond within the timeframe shared with you.
Keep messages focused and considerate. Avoid sending excessive or repeated messages, especially outside of expected response times.
Do not share personal contact details. All communication should take place within the app for privacy and safety.
Unacceptable Behaviour
To protect both you and your coach, the following behaviours are not permitted:
Abuse, Aggression, or Threatening Behaviour
Any abusive, intimidating, or threatening messages.
Attempts to control or manipulate the coach.
Behaviour that makes staff feel unsafe.
Swearing or Offensive Language
Inappropriate, explicit, or profane language directed at anyone.
Swearing that contributes to a hostile or uncomfortable atmosphere.
Discriminatory or Prejudiced Behaviour
Zero tolerance for racism, sexism, homophobia, transphobia, ableism, ageism, or cultural intolerance.
Includes jokes, slurs, or remarks that make others feel excluded or judged.
Harassment or Boundary Violations
Sending repeated or unwanted messages.
Attempting to contact the coach outside official channels.
Any behaviour that causes emotional harm or discomfort.
Inappropriate or Off-Topic Content
Sharing material unrelated to the programme or contrary to NHS/Second Nature guidance.
Posting sensitive or triggering information without context or warning.
Giving or requesting medical advice outside the programme’s scope.
If inappropriate behaviour occurs
If these guidelines aren’t followed, the following actions may be taken:
A private warning or discussion about the behaviour.
Temporary or permanent restriction from private chat.
Removal from the programme in cases of abuse, threats, or repeated breaches.
Referral back to your NHS care team for further review if applicable.
Everyone deserves a safe, respectful space
Your coach is here to support you every step of the way. This chat is a professional space where mutual respect, kindness, and honesty allow you to get the most out of your journey.
Together, we can make this a supportive, empowering experience that helps you achieve lasting health and wellbeing.
Key takeaways
Private chat is your space for one-to-one guidance, motivation, and support.
Communication should remain kind, respectful, and professional.
Coaches are here to listen, encourage, and help you reach your goals.
Discrimination, abuse, or inappropriate behaviour will not be tolerated.
By using the chat thoughtfully, you help create a safe and positive experience for everyone.