Frequently asked questions

Where can I get app support?

Please see the Wellbeing way Help/FAQ’s (Frequently asked questions) in the ‘More’ section of your Wellbeing Way app or click on this link

You can also email: mywellbeingway.support@xylaservices .com

How do I update my weight?

Please head to your ‘health tracker’ tile within the App, within the weight section you will see ‘View Progress’ then select = + Latest measurement required’

I’m having issues updating my weight, who do I contact?

Please email our Support Team on mywellbeingway.support@xylahealth.com

How frequently should I take my weight?

Weigh yourself weekly and log that weight in your ‘Health Tracker’, this will help you to track your progress and achievements. If possible, try to weigh yourself at the same day and time each week.

* Logging your weight weekly is a requirement of all users on our programme, if you do not have access to scales at home, have a think about how you will weigh yourself. Could you borrow scales from a friend or family member? Alternatively, you can often weigh yourself at your GP surgery, local pharmacy, or leisure centre.

Will I lose weight on this programme?

Wellbeing Way has been designed by a team of Dietitians, clinical and health Psychologists, and experts in exercise, to facilitate a 5% total weight loss. The advice you receive is evidenced based and in line with current NICE (National Institute for Health and Care Excellence) guidelines for weight management, this advice has also been personalised based on the answers you provided during your profile set up.  Nevertheless, changes to your weight will require behaviour change. The programme is designed to support and empower you to take meaningful steps to achieve a healthier weight but ultimately you will be your own driver to success.

Tip: Completing your weekly checklists will help keep you on track with your weight loss goals.

What actions do I need to take each week?

Weigh yourself once a week and update your health tracker with your latest reading
Complete the latest online module, and use what you have learned to create your SMART goals
Work on your goals and update them in the app
Chat in the community forum and make use of the bank of guides, top tips, blogs, and recipes available in your Resources

How do I arrange my sessions?

Follow the simple steps below.

Step 1: On your wellbeing way app home page please go to ‘My sessions’
Step 2: Go to ‘Book a session’
Step 3: Follow the steps outlined in your app to book all your sessions in advance.

*Please be aware that when you book your first call, all future calls will be booked in automatically for the same day and time. Please check back here to make sure you don’t miss your next appointment and make a note in your diary. 

Once you have booked your sessions you can check this has been done by going back to your ‘My sessions’ page and you will see all your ‘Upcoming’ sessions listed.

Your Wellbeing Way package starts once you’ve completed onboarding. From day one of your Wellbeing Way journey your course modules and checklists will be available for you to view and enjoy.

How do I edit my session?

In order to edit your session go to the ‘Session tile’ and click the session you wish to edit- you will see ‘Edit date/time’ please edit to an alternative time & date suitable for you

I’m trying to edit the day of my session, but I can’t see any available time slots, why is this?

When trying to reschedule a coaching call, you will be able to view and select a new session time, providing there is availability within the coaching team. If the coaching team do not have any availability around the day of your session, you will not see any available time slots. Although this eventuality is unlikely, we recommend you try to attend your original session or reschedule with as much notice as possible to avoid disappointment.

What number will you call from?

Your coach will call you from 0208 167 5424. Please save this number in your phone to help safeguard against missing your appointment. Please note we are unable to accept incoming calls to this number, please do not call us, we will call you at your appointment time. It is important to make sure you are available and ready to receive the call in a quiet and comfortable area.

Who can I expect to call me?

Your coach will call you at your appointment time, they will introduce themselves with their name and state they are calling from Xyla Health and Wellbeing. (Wellbeing Way is a weight management programme created and operated by Xyla Health and Wellbeing). For data protection purposes your coach can not state they are calling from Wellbeing Way until they have confirmed your identity.

Why am I asked to share my personal details at the beginning of each call?

We take great care in protecting your personal data. To help us do this, at the beginning of each call we will ask for you to confirm your full name, date of birth, email address and on occasion address. Once we confirm the information you give us matches our records we can speak freely about the programme and your progress.

What can I expect in my first call?

A key objective of your first call is to ensure you know what the programme is, what you can expect and how to make the most of your app. Attending your first call will help set the scene for the programme ahead and clarify your next steps. We will also focus on learning about your motivations and goals so that we can best personalise your experience of the programme and learn how to best support you during your calls.

What can I expect from my follow-up calls?

Your review calls are an opportunity for you to ask your coach any questions that have arisen since your last call, to discuss your challenges and successes, and consider new goals for the upcoming weeks.

Your coach will take this opportunity to reassure, encourage and motivate you, as well as reviewing your weight loss to ensure your safety on the programme. If you are having difficulties in using the app, please contact: mywellbeingway.support@xylaservices.com

How should I prepare for my call?

Weigh yourself on the day of your call and log that weight before your call in ‘Health Tracker’, your coach may also ask you to share your most recent weight. Find a quiet space with good phone reception, keep your phone to hand (remember which number you inputted into the app when you first logged in). Take a moment to think of any questions you want to ask, reflections you would like to share, and goals you would like to set. Don’t forget to have a notepad and pen to hand if you’d like to make notes.

How do I cancel my session?

In order to cancel your session, go to the ‘Session tile’ and click the session you wish to cancel – you will see a ‘Cancel’ button appear please select and confirm the reason for cancellation.

Should I stick to my suggested meal plan for the duration of my Wellbeing Way course?

All meal plans are designed to be used for three to seven days (maximum). The purpose of providing you with a meal plan is to give you an idea of what you could eat whilst on the programme and give you additional support in making food choices at the start of your programme, should you feel you would benefit from it.

We encourage you to create your own meal plans, including foods you enjoy that align with eating well advice, take a look at our recipes for inspiration.

I missed my session, what should I do?

Your coaching sessions are there to provide additional support and therefore it is very important that you attend. If you are unable to attend your original session date and time, you can reschedule your appointment in the WW App right up until your session start time, subject to availability. You can do this by clicking the session and editing the date and time.

Can I skip an online module?

Try to think of your online modules as the pieces of a puzzle, having all the pieces makes for a much clearer picture! We recommend you work through all 12 online modules; they have been created with you in mind and are your steppingstones to success.

Do I need any measurement equipment?

The only mandatory measurement across the programme is weight therefore you will be required to have weighing scales.

What happens if I’m going to be away/on holiday during the programme?

It is really important from a safety perspective that we have an updated weight, even whilst on holiday you should update your weight on a weekly basis. There may be a pharmacy you can go to, you could ask at the hotel, or try at the gym. If you are travelling by car, then you could take the scales with you. Alternatively if you are unable to access any scales for the duration of you holiday, then please update the App with your most recent weight reading and log this weekly until you return however once home please update your tracker with an accurate weight.

I have a concern regarding my medication what should I do?

Please do seek advice from your GP or pharmacist for any medication concerns.

My first language isn’t English, is the programme available in alternative languages?

Yes, we have audio recordings in Hindi and Polish.

What if my mobile number changes?

No problem, just email: mywellbeingway.support@xylaservices.com and we can update it for you.

Do recipes provide nutritional information & allergen advice?

Some of our recipes have nutritional information but not all of them. We are in the process of adding allergen warnings to our recipes, but whilst we do this we would advise you to read the ingredients carefully. Please also be sure to read the ingredients and allergen labels carefully for food purchased at stores.

I have additional support needs, can I still take part in the programme?

Yes you can, please read our accessibility statement here

What should I do once I’ve completed my course?

Congratulate yourself for completing a massive step towards a healthier lifestyle! So, what to do next? Keep going! Try to keep up with the positive changes you have made, there will be bumps in the road but use the new strategies in your toolkit to help get you back on track. Continue working on your goals, monitor your progress and try to focus on creating helpful habits.

Will I still have access to Wellbeing Way after I’ve completed my course?

Once you have successfully completed your 12-week Wellbeing Way journey, you will no longer have access to the programme.

When should I not take part in the programme?

You should not take part in the programme if you:
• have severe/moderate frailty as recorded on a frailty register
• are pregnant
• have a diagnosed eating disorder
• have a significant unmanaged co-morbidity
• have had bariatric surgery in the last two years.
If you become pregnant or are diagnosed with any of these conditions during the programme, please inform us using our email address AdultWeight.Management@xylahealth.com, or inform your coach so we can reassess your suitability to continue on the programme.

I’m having issues with Two-Factor Authentication, who do I contact?

Please email our Support Team on mywellbeingway.support@xylaservices.com

I’m unable to weigh myself whilst on holiday- what should I do?

It is really important from a safety perspective that we have an updated weight, even whilst on holiday you should update your weight on a weekly basis.
In regards to weighing yourself there may be a pharmacy you can go to, you could ask at the hotel, or try at the gym. If you are travelling by car, then you could take the scales with you.
Alternatively if you are unable to access any scales for the duration of you holiday, then please update the App with your most recent weight reading and log this weekly until you return. Once home please update your tracker with an accurate weight.