FAQs

Appointments

What will my appointment look like?

You will have all the blood tests and checks you need to have for your diabetes care before your main appointment where you and your healthcare professional can focus on what matters most to you and help you to come up with a plan to manage your diabetes.

What is different about this appointment to my regular one?

You will receive the results of your tests and checks in between the first and second appointments with an explanation of what they mean. There will also be a sheet to help you to prepare and think about what you would most like to discuss in the appointment. The second appointment may be a bit longer to give you time for a good discussion.

Do I have to bring anything to my appointment?

It would be helpful if you brought the sheet with your ideas and questions along with you – alternatively, you can access this information on the You & Type 2 app. Come with thoughts and ideas about what matters most to you. You are welcome to bring someone with you.

What do I need to prepare for my appointment?

It would be really helpful if you could look at your results and think about what questions you might have and what you would like to focus on.

When will I be given my appointment?

You will be invited to your appointments by your GP practice (GP practices have different systems to do this including letter, telephone call and text message).

How often will I see a clinician about my diabetes?

You will be seen once a year for this special care and support planning appointment. You can discuss how often you feel you need to be reviewed with your healthcare professional.

What are the key things that I must do as a patient?

It’s important that you come along for your first appointment to have your tests and checks completed. Take some time to prepare for your second appointment by looking at your results, thinking about any questions you might have and what is most important to you to discuss.

What tests or checks will I be expected to have?

You will have all your routine tests and checks that you currently have but hopefully all done in the first appointment. These will include blood tests, blood pressure and weight check and foot screening. Please remember to bring your urine sample with you to this appointment. You will probably have your eyes checked at a different appointment (it’s very important to attend this).

What is care and support planning?

Care and support planning separates your tests and checks from the conversation part of your appointment. As part of care and support planning, people receive the results of their tests and checks alongside an explanation of what they mean and some prompts to help them prepare for the conversation appointment. In the second appointment, the things that matter most to the person with diabetes are discussed alongside any concerns the healthcare professional might have and together they develop a plan.

What do I need to do after my appointment?

Work on the things that you identified as part of your plan and make changes to your plan as necessary to ensure you achieve your goals. Try some things out and see what works for you however if you are finding things difficult then make a note of things to discuss at your next planned appointment. If you are using the You & Type 2 app spend some time exploring it to find out what is available to you locally and what other resources might help you.

What support can I get outside of my planned appointments?

Depending on the kind of support needed there are a range of NHS and community services in your local area. If one of the NHS services is the right option for you then your healthcare professional will refer you. If there is a link worker connected to your practice they will be able to help you find local community services that are right for you. If you are using the You & Type 2 app spend some time exploring it to find out what is available to you locally and what other resources might help you.

General Questions

What happens if I change GP surgery?

Not all GP practices currently offer care and support planning but it will hopefully become available over the next few years.

Mobile App

How does the mobile app work?

Our mobile apps allow you to manage your health progress and closely monitor your diabetes. This is through direct support from your NHS GP or Practice Nurse.

Which wearables devices can be integrated with my app?

Currently, you can integrate Fitbit, Google Fit and Withings (Nokia) with your app. We are constantly adding new devices so check back soon.

What does a personalised care plan for me include?

The personalised care plans include access, sharing and tracking of articles, videos, recipes, exercises, local services and monitoring & tracking your progress – all in one place

I am having trouble signing in – who do I contact?

Contact Healum support : customer-support@healum.com

What do I do if I have forgotten my password?

Contact Healum support : customer-support@healum.com

What do I do if I have forgotten my email or user ID?

Contact Healum support : customer-support@healum.com

Do I have to pay for the app?

The You & Type 2 app is completely free to use. It’s a free service provided to you via your GP Practice.

My app has stopped working, what do I do?

Contact Healum support : customer-support@healum.com

What should I do if I cannot access or use the app due to a technical issue?

Contact Healum support : customer-support@healum.com

How do I register?

Your GP or Practice Nurse will send you a code to register

What devices does the app work on?

You & Type 2 is available on both Android & iOS

Where can I download the You & Type 2 app?

You & Type 2 can be downloaded from your device’s app store. It is available on both Google Play Store & Apple App Store.

What do I do if my data is incorrect on the app?

You can always edit your personal information via the app, or contact your GP.

Does my app send updates to my GP or will I update them in my next appointment?

The app sends updates to your GP, after you give consent for the same.

Can I share my data or information on the app with other people?

No, you are not able to do this other than your GP. However, you may choose to share your mobile app info and stats with your close family members or friends.

Is the app compulsory, can I access the information in another way?

The app is not compulsory, however beneficial for you. You can access the information about your care plan in a printable version when you visit your GP.

Can I access past videos to compare with new ones?

Yes, they will be available in your app. You can also add them to your favourites.

Where is my information stored?

Your information is anonymised, encrypted and stored in a secure environment in the cloud. We use AES 256 BIT encryption and all the transactions pertaining to your information use SSL.

What information will be shared about me?

Your medical health records from your patient health record systems, test results and other activity on the app will be shared with your GP Practice, subject to your consent.

Who is responsible for keeping my information safe?

Maintaining appropriate standards of data protection and data security is a collective task shared between Healum and Staff. This policy and the rules contained in it apply to all staff of Healum, irrespective of seniority, tenure and working hours, including all employees, directors and officers, consultants and contractors, casual or agency staff, trainees, homeworkers and fixed-term staff and any volunteers (Staff).

This policy also holds information on how the information of customers, user, clients, patients, clinicians, coaches, participants, (Customer) and any other user of Healum’s software and applications are handled.

The Senior Information Risk Owner is accountable and responsible for information risk across the organisation. They ensure that everyone is aware of their personal responsibility to exercise good judgement and to safeguard and share information appropriately. The Senior Information Risk Owner at Healum is Jonathan Abraham.

Questions about this policy, or requests for further information, should be directed to the Senior Information Risk Owner.

All Staff have a personal responsibility to ensure compliance with this policy, to handle all personal data consistently with the principles set out here and to ensure that measures are taken to protect the data security. Managers have special responsibility for leading by example and monitoring and enforcing compliance. The Senior Information Risk Owner must be notified if this policy has not been followed, or if it is suspected this policy has not been followed, as soon as reasonably practicable.

Any breach of this policy will be taken seriously and may result in disciplinary action up to and including dismissal. Significant or deliberate breaches, such as accessing Staff or customer personal data without authorisation or a legitimate reason to do so, may constitute gross misconduct and could lead to dismissal without notice.

Who can see my information?

Healum will use appropriate technical and organisational measures to keep personal data secure, and in particular to protect against unauthorised or unlawful processing and against accidental loss, destruction or damage. Maintaining data security means making sure that:

  • only people who are authorised to use the information can access it
  • where possible, personal data is pseudonymised or encrypted
  • information is accurate and suitable for the purpose for which it is processed
  • authorised persons can access information if they need it for authorised purposes

Where will the information be shared?

The information from your app will be shared with your practice staff. This could include your health care assistant, practice nurse or GP, subject to you giving consent for the same.

Is my information secure?

Your data is completely secure. Read about the Healum Data security policy here.

How is my data kept safe?

Read about the Healum Data security policy here.

What happens if I change GP surgery?

If you change surgery and your new practice is not part of You & Type 2 then, unfortunately, you will not be able to use the Healum app. Please encourage your practice to join the You & Type 2 service.

Can I download any of the resources from the app?

Unfortunately, resources cannot be downloaded from the app.

Can I share the resources with people without the app?

You are not prohibited from sharing the resources, but the resources are personalised for you, so might not be best suitable for the person you are sharing this with. You can always encourage others to download the app themselves.

Where do I go for support on my plan?

You can visit your GP for support on the plan or visit the You & Type 2 website.

Can I access this resource without downloading the app?

You can access most resources from the You & Type 2 website. However, they will not be personalised to you – for this, you will have to download the mobile app.

What if I don’t have a smartphone or internet access?

You are still able to benefit from the You & Type 2 project. Your GP will provide you with a print-out version of your care plan that will guide and support you with your diet, physical activity, relevant articles and local activity groups you can join.

Personalised Videos

What do I do if my video won’t work?

Please contact your GP.

I deleted the text with my video link, can I request a new one?

Yes, call your GP practice and ask them to send you another link.

I do not want to receive my video link via text, is there another way I can receive it?

Unfortunately, you can only access your video via a text link.

Can I download my video for future reference?

Yes, the video is yours to keep, once you’ve clicked on the link the video will download automatically for you to watch as often as you like.

Can I access past videos to compare with new ones?

No, for security reasons the videos are only kept online for 30 days.

Where is my information stored?

Your personal information is used only to generate the personalised video. Once the video has been generated your data is deleted.

What information will be shared about me?

With your consent, only information about who you are, your Type 2 Diabetes test results, your care plan goals and your GP practice will be shared.

Who is responsible for keeping my information safe?

Citizen Communications Ltd who are registered with the Information Commissioners Office ref:  A8486796

Who can see my information?

Nobody else can access your information.  Your information is private and can only be shared with your consent.

Is my information secure?

Yes. The You & Type 2 service has been rigorously assessed for data security by NHS England.

How is my data kept safe?

Your data is kept secure according to the processes agreed with NHS England during the data accreditation process and in accordance with international standard ISO 27001

What happens if I change GP surgery?

If your new GP surgery does not have the You & Type 2 service, then, unfortunately, you will no longer receive personalised videos. Please speak to your GP about You & Type 2.

Can I see my video on the app?

Yes, if you have downloaded it you can view your personalised videos within the app.

What if I change my mobile number?

You need to let your GP practice know so that they can update your records.

Can I opt out of video messages?

Yes, just tell your GP practice.

Can I get my test results in another way?

Yes in addition to the videos your test results will be sent by letter in the normal way.

Will I be charged for the text messages I receive?

No, this service is completely free of charge.

Can I share my results with other people?

Yes if you chose to you can share your videos with friends and family as often as you like.