This section contains the answers to common questions people may have when they use the My Diabetes Coach program. We recommend that you look in this section first if you have a question. If you still cannot find the answer to your question, you can contact the program coordinator through the ‘Contact Us’ link in the ‘Help’ section of the app, or by calling 1300 170 569.
The questions are arranged in sections based on their topics to make it easy to find what you are looking for:
Questions about the My Diabetes Coach program
- How does My Diabetes Coach work?
The My Diabetes Coach program is made up of a mobile app, website, user guide and support from a program coordinator. The mobile app uses a virtual coach called ‘Laura’ who sets a weekly appointment time to chat with you about some important topics about diabetes care. These include checking blood glucose regularly, taking medication as prescribed, leading an active lifestyle, eating well, and looking after your feet.Depending on your individual situation, you may not need to chat with Laura about all these topics. Laura will guide you through each topic selected, suggest challenges for you, help you set your own goals and follow your progress with you.
- Is My Diabetes Coach free?
Yes, the My Diabetes Coach program is available at no cost to users who are enrolled in the research project and have been invited to join the program.
- What’s in it for me?
Programs similar to the My Diabetes Coach program have helped people with diabetes better manage their condition, and by participating in the research you may see similar benefits. Your experiences and feedback will help improve the program for yourself and other users.
- How long does the My Diabetes Coach program go for?
The My Diabetes Coach program has been designed to go for 12 months. You may complete all your chats with Laura before this time, especially if there are one or more topics that are not relevant to you. However, the other parts of the program such as the website, the blood glucose monitoring tool, and this user guide will still be there for you to benefit from.
General questions about the My Diabetes Coach app
- What is the ‘Menu’ button?
The ‘Menu’ button offers access to your profile which contains your personal details, a way to contact the program coordinator, a history of your chats with Laura and a way to find answers to common questions. You will also be able to find more information about the research trial including the terms and conditions
of participating in the program.
- How can I record my blood glucose readings in the My Diabetes Coach app?
There are many ways in which you can record your blood glucose readings. Start by tapping on the blood droplet symbol in the top left hand corner of the screen. You can enter a new reading along with the date and time of the reading. If you are using an Accu-Chek® Aviva Connect meter which is available to participants in this project, you can submit this information via Bluetooth by tapping the ‘Download via Bluetooth’ option at the bottom of the screen. Detailed instructions on how to upload blood glucose readings using Bluetooth can be found in the instruction sheet in your welcome pack or on the My Diabetes Coach website.
- How long is each ‘chat’ with Laura?
The length of each chat with Laura will depend on the topic you’re chatting about, and on the answers you provide. We recommend you allow between 10 to 30 minutes for each chat. It’s best to pick a time and place where you won’t be disturbed and you won’t be worried about being overheard discussing details about your health. You may not need the full 30 minutes for each chat, but its best to allow enough time just in case.
- What happens if my phone rings or I get interrupted while I am having a chat with Laura?
If you are disturbed during your chat with Laura for any reason, you will have 3 hours to resume your chat. Laura will send you a notification to remind you to continue your chat when you have an hour left. After three hours have passed, you will need to start the chat you were in from the beginning. It’s better to do this as it can be difficult to remember what you’ve talked about after a while. If you are interrupted briefly by a phone call or a notification on your device from other apps while chatting with Laura, Laura will repeat the snippet of chat you’re up to when you return to the app.
- How long does each module go for? The program is designed so you spend at least a month on each module before you can move to the next. You can spend up to 12 weeks in the physical activity module. Otherwise, how long you stay on a topic depends on what you choose and what you chat about during that time.
- Can I change modules at any time?
We recommend that you complete each module before moving on to the next. However, Laura will give you an option to switch to another module at some points during the program.
- What should I do if my medications change?
It is important that we have the most up-to-date information for you throughout the program. To ensure this, any changes to your medications should be provided to the My Diabetes Coach coordinator, who can then amend your medication details in the system on your behalf. You can ask them to do this by tapping on the ‘Request Profile Changes’ button at the bottom of your profile, or by using the ‘Contact Us’ form under the ‘Help’ section of the ‘Menu’. However, if you are completing the medication taking module, you will have a chance each week to let Laura know about any medication changes and this information will be passed on to the coordinator to action.
- Can I use the app across more than one device?
Yes, you can use the app across more than one device. However you will need to sign-in on each device in order to continue chatting with Laura and resume from where you left off.
- Do I have to complete each chat in one go?
It’s best if you do complete each chat in one session. However, if you are interrupted during your chat you have 3 hours to continue from where you left off. After this time you will have to restart the chat the next time you log in. Laura will send you a reminder on your device if you have ‘allowed’ notifications from the app to remind you when you have an hour left to finish an incomplete chat.
- How often can I chat with Laura?
The program is designed to provide weekly coaching chats, so there needs to be at least 5 days between each chat. This means you can chat with Laura up to 48 hours before your scheduled time.
- What can I do between chats?
You will have plenty to keep you busy in the time between your chats with Laura. Each week Laura can suggest some goals to work on, so she can follow up with you in your next chats and see how you went.
You will also continue to record your blood glucose readings and can review your chat history for a refresher on a completed topic in the app. We also encourage you to login to the website at least once a fortnight and take part in the discussion board activities online or find more information about diabetes. You can also use the sheets at the end of this user guide to track your progress between chats.
- Can I change the time of my scheduled chat?
Sometimes it can be hard to chat with Laura at the same time every week. If you cannot chat with Laura at your scheduled time, you can complete your chat in the 48 hours before that time, or after. After 2 days have passed, Laura will offer you the chance to choose a new time for your scheduled chat.
- Can I use the My Diabetes Coach app outside Australia?
Yes. Please be aware that the app will require an internet connection for many functions. If you are using your mobile data you may be charged extra for this data usage.
Technical questions about the My Diabetes Coach app
- How do I access the My Diabetes Coach app?
For iPhone/iPad1 users, you can download My Diabetes Coach from the App Store online or via your device.
For Android2 users, you can download My Diabetes Coach from Google Play2 online or via your device.
The app is free of charge. An internet connection (3G, 4G or Wi-Fi) is required to download the app and to share information by email. Standard usage charges for the internet may apply - check with your internet and mobile service providers for more information.
- What do I need to use the My Diabetes Coach app?
If you have an Apple device, you will need to have an iOS 8.0 (or later) operating system. You can check this by going to your phone settings -> general ->about ->version.
If you are using an Android device, you will need to have an 4.2.x operating system or later. You can check this by going to your phone settings -> more ->about device->Android version.
My Diabetes Coach will not support systems with lower or older specifications than the recommended minimum requirements above. If you are not sure about which device you have chosen to run the app on, please call the program coordinator on 1300 170 569.
You will also need a working email account so that the program coordinator can contact you.
- What can I do to make sure the app works as well as it can?
Once you have downloaded the app to your device, the following steps are recommended:
1. Make sure the volume on your device is not set to silent so you can hear Laura.
2. Allow the app to access the microphone so you can talk to Laura.
3. Allow the app to send you notifications so that Laura can send you reminders and so that the program coordinator can reply to your messages via the app.
Laura will help you get these settings right when you first start using the app. You can change these permissions at any time by going to your device settings and navigating to My Diabetes Coach. If you are unsure about how to do this, please contact the program coordinator through the ‘Contact Us’ link in the ‘Help’ section of the app, or by calling 1300 170 569.
- Do I need an internet connection?
If you are using an Accu-Chek® Aviva Connect meter which is available to participants in this project to monitor your blood glucose and would like to use the Bluetooth uploading option, you will also need a Bluetooth connection to download any blood glucose readings from the meter to My Diabetes Coach.
An internet connection (3G, 4G or Wi-Fi) is required to download the app, complete a chat with Laura, and contact the coordinator. If you have an Apple device, you will only be able to download the app and updates to the app using a Wi-Fi connection. This is because of restrictions that Apple devices have about downloading apps of a certain size.
- I’m having trouble downloading the app onto my Apple device what do I do?
My Diabetes Coach app is approximately 150mb in size, and Apple devices only allow downloads of this size over a Wi-Fi network. If you have an Apple device, make sure you use Wi-Fi when you download the app and any updates. If you still have trouble with downloading the app, please contact the program coordinator by calling 1300 170 569.
- What do I do if I have trouble logging into the My Diabetes Coach app?
If you have trouble logging in for the first time, please contact the program coordinator on 1300 170 569 . If you have forgotten your password, tap the ‘Forgot password’ link on the sign-in screen of the My Diabetes Coach app. You will be then emailed a temporary password that you can use to log in, after which you will need to enter a new password and confirm it
- Why do I need a password?
It is important to protect your private health information by using a password for the app. You can choose a password that you prefer and you can record your password in the ‘Getting Started’ section of this user guide for easy reference.
- Can I change my own password?
You will be asked to change the temporary password that is given to you after you successfully log in for the first time. You can change your password at any point after this by tapping the ‘Forgot password’ link on the sign-in screen of the My Diabetes Coach app. A new temporary password will then be emailed to you. Once you log in using that temporary password, you will need to enter your new password and confirm it.
- Can I change my personal details displayed in the app?
It is important that we have the most up-to-date contact information for you throughout the program. To ensure this, any changes to your personal details must be made by the My Diabetes Coach coordinator on your behalf. You can ask them to do this by tapping on the ‘Request Profile Changes’ button at the bottom of your profile, or by using the ‘Contact Us’ link under the ‘Help’ section of the ‘Menu’ screen.
- Why am I not receiving any emails from the program coordinator?
If you have chosen to be contacted via email, please ensure that the emails do not go to your spam folder. You can do this by changing the settings in your email inbox. If you are not sure about how to do this send us a message via the ‘Contact Us’ link under the ‘Help’ section of the menu in the app or call the program coordinator on 1300 170 569.
- What are notifications and why do I need to receive them?
Notifications are like reminders on your device. They allow Laura to remind you about your chats, and they allow the program coordinator to contact you via the My Diabetes Coach app if necessary. To get the best out of this program, we recommend that you allow the app to send you notifications. Laura will help you do this the first time you use the app, or you can do this anytime by going to your device Settings and navigating to My Diabetes Coach. If you are unsure how to do this, please call the program coordinator on 1300 170 569.
- What does the little microphone icon on the My Diabetes Coach app screen do?
When the microphone is on, this means that Laura can hear your responses. If your microphone is turned off, there will be a strike through it, and Laura will not be able to hear you. However, you can still respond to Laura by touching answer options provided on the screen.
- Why can I not hear Laura?
If your phone or device is in silent mode with the volume turned off, you will not be able to hear Laura speak. Try increasing the volume on your device and you should then be able to hear Laura speaking.
- My app seems stuck, what should I do?
If the app freezes reset the app by closing it and reopening it. Resetting the app in this way will take you to the beginning of the current chat.
Questions about the My Diabetes Coach research trial
- What happens to any information I provide during the program?
Any information that you provide during the chat will be used for the purposes of the research trial you are taking part in. This information will be stored securely and will not be used for any other purpose. If you would like to know more about the Privacy, Security and Health Information, you can read the Terms & Conditions on the My Diabetes Coach website at mydiabetescoach.com.au/participate/terms-and-conditions.
- How can I provide feedback on the program?
We are always interested in hearing what you think about My Diabetes Coach. You can give us your feedback through the app by choosing the feedback options of the ‘Contact Us’ form under the Help section of the menu, or you can send an email to email@example.com.
You can also take part in an online forum where you can tell us what you think. You will find the discussion board on the My Diabetes Coach website at mydiabetescoach.com.au/participant-resources/welcome. The program coordinator and members of the research team will also contact you regularly for information on your experience with the program.
- My contact information has changed since I signed up. Can I update it?
It is important that we have the most up-to-date and accurate contact information for you. Any changes to your personal details can be made by the My Diabetes Coach coordinator on your behalf. You can request changes by tapping on ‘My Profile and ‘Request Profile Changes’ or by using the ‘Contact Us’ link under the ‘Help’ section of the menu screen. You can also call the program coordinator on 1300 170569.
- How do I withdraw from the program if I no longer wish to participate?
You can withdraw from the program at any point by contacting the program coordinator on 1300 170 569. It will be useful for us to know why you have chosen to withdraw and the program coordinator will ask you this question.
- How often will I be contacted?
As you are part of a very important trial to evaluate a program to help people with type 2 diabetes to better manage their condition, we will ask you to complete surveys or answer questions over the phone. You can choose not to answer any questions we may have for you and this will not affect your ability to use the program.
The program coordinator will also call you at least once a month for the first three months after you start using the app to answer any questions you may have and to help you get the most out of the program.