DigiCoach Programme FAQ PDF

DIGICOACH FREQUENTLY ASKED QUESTIONS Section Content Pages A General information 1 B Enrolment and parti...

DIGICOACH FREQUENTLY ASKED QUESTIONS Section Content Pages A General information 1 B Enrolment and participation 2 C Usage of Fitbit device 5 D Usage of the FreeStyle Libre sensors and the FreeStyle LibreLink app 7 E Use of the Health2Sync app 11 F Data confidentiality 12 Information is correct as of August 2024 and may be subjected to change. A. GENERAL INFORMATION A1. What is DigiCoach? DigiCoach is a digital health coaching programme conducted by the Health Promotion Board (“HPB”) that uses continuous data monitoring to provide you with a holistic view of your overall health. This programme aims to cue participants to make a change, build self-efficacy and reinforce commitment to lifestyle changes. During this 12-week programme, participants would be issued up to 3 FreeStyle Libre sensors to assist in the monitoring of their glucose levels. Participants will have to attend in-person onboarding session to collect their first sensor and schedule the delivery of the 2nd and 3rd sensors. By participating in DigiCoach, you will contribute to the continuous development of health promotion programmes that aim to benefit the wider population. A2. Who is eligible to participate in DigiCoach? You will be eligible to participate in DigiCoach if you are: Singaporean or Permanent Resident aged 21 and above Screened within the past 6 months, with findings of: 1. HbA1c 6.1-6.9% or Fasting Blood Glucose 6.1-6.9% and/or 2. High Body Mass Index (BMI) of 23 and above Using an NFC-enabled smartphone with iOS 15.5 or Android 10 and above that is compatible with the FreeStyle LibreLink app. Comfortable with both spoken and written English No history of skin allergies Those with diabetes or are currently on medication that affects glucose levels will not be eligible to participate in DigiCoach. Participants who were selected for DigiCoach will be required to measure their height and weight and bring their health screening results as part of in-person onboarding. HPB reserves the right to discontinue the participation, at any point during the Programme at its sole discretion, of any Participant who has been found to have provided false information upon submitting DigiCoach Programme FAQ Health Promotion Board Page 1 of 12  his or her application to participate in the Programme or whom HPB deems ineligible for participation. In such cases, the Participant shall be deemed to have withdrawn from the Programme prematurely and shall be required to comply with the withdrawal procedure as prescribed in B8. A3. How do I tell if my smartphone is NFC enabled? For iPhone users Most iPhones (from iPhone 6 onwards) have a built-in NFC chip. For Android users Open settings and search for “nfc” in the field at the top. If Android returns a search result like NFC or Near Field Communication, then NFC is available on your Android smartphone. A4. What kind of information will DigiCoach be collecting? DigiCoach will be collecting information related to your health behaviours and lifestyle patterns across various topics such as physical activity, nutrition and glucose levels. A5. How will the information be collected? Information such as heart rate and step count will be collected passively via your Fitbit device. Your glucose levels will be monitored via the FreeStyle Libre sensor that will be issued to you. Your meal logging via the Health2Sync app will also help provide you with a holistic view of your overall health. A6. How long will I be in the programme? You will participate in the programme for 12 weeks. B. ENROLMENT AND PARTICIPATION B1. Am I eligible to sign up for DigiCoach? You will be eligible to participate in DigiCoach if you are: Singaporean or Permanent Resident aged 21 and above Screened within the past 6 months, with findings of: 3. HbA1c 6.1-6.9% or Fasting Blood Glucose 6.1-6.9% and/or 4. High Body Mass Index (BMI) of 23 and above Using an NFC-enabled smartphone with iOS 15.5 or Android 10 and above that is compatible with the FreeStyle LibreLink app. Comfortable with both spoken and written English No history of skin allergies Those with diabetes or are currently on medication that affects glucose levels will not be eligible to participate in DigiCoach. Participants who were selected for DigiCoach will be required to measure their height and weight and bring their health screening results as part of in-person onboarding. DigiCoach Programme FAQ Health Promotion Board Page 2 of 12  HPB reserves the right to discontinue the participation, at any point during the Programme at its sole discretion, of any Participant who has been found to have provided false information upon submitting his or her application to participate in the Programme or whom HPB deems ineligible for participation. In such cases, the Participant shall be deemed to have withdrawn from the Programme prematurely and shall be required to comply with the withdrawal procedure as prescribed in B8. B2. How do I tell if my smartphone is NFC enabled? For iPhone users Most iPhones (from iPhone 6 onwards) have a built-in NFC chip. For Android users Open settings and search for “nfc” in the field at the top. If Android returns a search result like NFC or Near Field Communication, then NFC is available on your Android smartphone. B3. How will I benefit from participating in DigiCoach? By participating in DigiCoach for the entire 12-week duration, you will receive up to 3 units of FreeStyle Libre sensors. As part of the programme, you would be required to use your Fitbit device to collect your health data. Should you not have an existing Fitbit device, it will be provided to you for the duration of the programme. The Fitbit device is a property of HPB and will be issued to you for the purpose of your participation in DigiCoach. If you participate in DigiCoach throughout the entire programme duration (12 weeks), you will be able to keep the Fitbit device at no cost at the end of the programme period. However, if you withdraw from the programme prematurely, you will be subjected to the conditions listed in B8. In addition, you will have access to individualised data summary on various aspects of your health behaviours such as the amount of physical activity, diet habits and glucose levels. B4. Where and how do I enroll in DigiCoach? You may register your interest to participate in DigiCoach via the registration form on the DigiCoach webpage at go.gov.sg/DigiCoach. Please note that registration of interest does not imply participation in DigiCoach. Upon the closing of registration of interest, HPB will select participants from the pool of eligible registrants for participation in DigiCoach. B5. How are the participants selected and how will I know if I am selected for the programme? A good mix of demographics based on age, ethnicity, and workplace setting will be taken into consideration when selecting participants for DigiCoach. If you are selected to participate in DigiCoach, HPB will contact you on your eligibility within 6 months, via the email address and/or mobile number that you have provided during registration. Instructions on the steps required for the collection of the FreeStyle Libre sensor and Fitbit device (if required) and onboarding process will be provided in the email as well. DigiCoach Programme FAQ Health Promotion Board Page 3 of 12  All registrants who had registered for the programme will be onboarded in phases. HPB reserves the right to select participants it deems suitable according to the requirements of the programme. B6. What do I need to do if I get selected? If you get selected for the programme, you will be asked to attend an onboarding session in person to provide your informed consent and receive your first FreeStyle Libre sensor and Fitbit device (if eligible) to participate in the programme. During the onboarding session, facilitators will be around to facilitate the wearing of the sensors. You will also need to book the delivery of the 2nd and 3rd sensors to your own mailing address. In-person onboarding sessions will be held at either the HPB building or at your workplace. HPB will contact you via the email address and/or mobile number you have provided during the registration. You will then select your preferred onboarding timeslot. B7. Are there any cash incentives for participation in DigiCoach? By participating in DigiCoach for the entire 12-week duration, you will receive up to 3 FreeStyle Libre sensors. As part of the programme, you would be required to use your Fitbit device to collect your health data. Should you not have an existing Fitbit device, it will be provided to you for the duration of the programme. The device is a property of HPB and will be issued to you for the purpose of your participation in DigiCoach. If you participate in DigiCoach throughout the entire programme duration (12 weeks), you will be able to keep the device at no cost at the end of the programme period. However, if you withdraw from the programme prematurely, you will be subjected to the conditions listed in B9. B8. What is the commitment required of me if I am participating in DigiCoach? You will be expected to commit to a period of 12 weeks for the DigiCoach programme. The Programme requires active participation, which includes: 1. Wearing Freestyle Libre Sensors ("Sensors") for three cycles over the 12-week period of the Programme to monitor your blood sugar levels. 2. During each sensor wear period, you will need to scan the sensor at least three times daily, log your food and drinks. 3. You will need a Fitbit device to track your physical activity, which will be synced to the App. You may use an existing compatible Fitbit device you own, or receive a Fitbit device from HPB*. 4. Interact daily with the in-app digital coach which will guide Participants in making healthier lifestyle choices. * Participants who previously received a Fitbit device from HPB for other purposes over this period of time are not eligible for another Fitbit device for the Programme. B9. Can I withdraw my participation in DigiCoach before its completion? Yes, you may withdraw from DigiCoach at any point in time during the 12-week programme period. Please call HPB at 1800 223 1313 or email us at [email protected] to inform us of your decision to withdraw. As part of the withdrawal process, the scheduled delivery of the 2nd and 3rd FreeStyle Libre sensors that were not delivered as of the date of withdrawal will be cancelled. DigiCoach Programme FAQ Health Promotion Board Page 4 of 12  If you were issued a Fitbit device by HPB for the purpose of participation in this programme, you will be required to return the issued device to HPB in its original working condition, together with the accessories (charger, wire, user manual and box) that was issued to you during the onboarding process. An administrative fee of $20 will be charged should you withdraw from the programme during the 12- week programme duration. This fee is only applicable to participants who were issued a Fitbit Device for the purpose of this programme. HPB will advise you in writing on the required procedure to return the Fitbit device and arrange for payment to HPB should you inform us of your withdrawal from the programme. B10. What if I am unable to meet the programme requirements? The Health2Sync app will send you early reminders via in-app notifications to prevent you from falling below the programme requirements. However, if you are still unable to meet the programme requirements, you will be considered to have withdrawn from the programme and will be liable to the conditions specified in B9. B11. Can I recommend my family or friend to participate in DigiCoach? Yes, you are welcome to recommend your family members or friends to register their interest on the Digicoach webpage (go.gov.sg/digicoach) if they meet the participation eligibility mentioned in B1. As mentioned in B3, registration of interest does not guarantee participation in DigiCoach. Upon the closing of registration of interest, HPB will select participants from the pool of eligible registrants for participation in DigiCoach. B12. Can I participate in the programme if I am currently also taking part in other HPB programmes (e.g. National Steps Challenge)? Yes, participants of other HPB programmes are welcome to participate in DigiCoach. For DigiCoach participants who do not have an existing Fitbit device, the Fitbit device issued to you for the purpose of this programme will be able to measure the health data that can be synced to your smartphone and referenced by all HPB programmes. C. USAGE OF FITBIT DEVICE C1. What is the brand and model of the Fitbit device used in this programme? DigiCoach participants with an existing Fitbit device can use it to participate in the programme. There are no restrictions on the models which are compatible for use in the DigiCoach programme. Should you not have an existing Fitbit device, it will be provided to you for the duration of the programme. The device model selected for DigiCoach will differ according to the inventory availability of the device at the time of your onboarding. HPB reserves the right to change the device model of the issued Fitbit device at any time at its sole discretion. You will be informed of the programme device model together upon confirmation that you have been selected to participate in DigiCoach. C2. If I was issued a Fitbit device for the purpose of this programme, do I get to keep the issued Fitbit device for free? DigiCoach Programme FAQ Health Promotion Board Page 5 of 12  DigiCoach participants with an existing Fitbit device can use it to participate in the programme. There are no restrictions on the models which are compatible for use in the DigiCoach programme. Should you not have an existing Fitbit device, it will be provided to you for the duration of the programme. The issued Fitbit device is a property of HPB and will be issued to you for the purpose of your participation in DigiCoach. If you participate in DigiCoach throughout the entire programme duration (12 weeks), you will be able to keep the Fitbit device at no cost at the end of the programme period. However, if you withdraw from the programme prematurely, you will be subjected to the conditions listed in B9. C3. Can I use other health devices or devices to participate in DigiCoach? If you're a selected participant, you can use your personal Fitbit device to participate in DigiCoach programme. All Fitbit models are compatible. Please note that to ensure accurate physical data tracking, only link your Fitbit app to the Health2Sync app for the duration of the DigiCoach programme. C4. What should I do if the Fitbit device issued by HPB is damaged? As the issued Fitbit device is a property of HPB during the 12-week programme period, you should take proper care of the device and follow the instructions of use and care as recommended by the manufacturer (available on the user manual and manufacturer website). However, should you require assistance on technical issues, resources are available at http://help.fitbit.com/. Support is also available at: 1. Live chat @ https://support.google.com/fitbit/gethelp?hl=en 2. Email @ [email protected] The warranty for the issued Fitbit device is for a period of 1 year (from the day of collection of the device) and covers both manufacturer’s defects and defects in materials and workmanship. The warranty does not cover wear and tear, excessive abuse or misuse and damage arising from failure to follow instructions relating to product use. If the damage was due to negligence or misuse of the device, you will have to bear the costs of replacing the device. C5. What should I do if I lose the Fitbit device that was issued to me? The issued Fitbit device is considered a property of HPB during the 12-week programme period. If you lose or misplace the device, you will need to inform HPB of the loss immediately and lodge a police report. Please call HPB at 1800 223 1313 or email us at [email protected] if you require assistance in this area. You will be allowed to choose between the following two options: 1. Purchase a Fitbit Device from an external retailer at your own expense 2. Withdraw from the Programme, and pay a $20 administrative fee C6. Do I have to return the issued Fitbit device at the end of the programme? If you have met the minimum usage requirements (refer to B7) throughout the 12-week programme period, ownership of the device will be transferred to you at the end of the programme period and you will be able to keep the device at no cost. DigiCoach Programme FAQ Health Promotion Board Page 6 of 12  C7. I have encountered technical issues in the use of the Fitbit device. Where can I get help from? For hardware issues and issues related to the general use of the Fitbit device, resources are available at http://help.fitbit.com/. Support is also available at: 1. Live chat @ https://support.google.com/fitbit/gethelp?hl=en 2. Email @ [email protected] C8. Do I need to charge the device and how frequently do I need to do so? Please refer to the product’s user manual for information on use and care for the device. D. USAGE OF THE FREESTYLE LIBRE SENSORS AND FREESTYLE LIBRELINK APP D1. What is Continuous Glucose Monitoring (CGM)? By tracking your glucose levels throughout the day, you will be able to see the impact of the food you eat and the activities you partake in while knowing what care you may need. The FreeStyle Libre sensor measures glucose levels with a small sensor worn on the back of your upper arm that measures your glucose day and night for up to 14 days, providing insights such as: Glucose trends and patterns An eight-hour historical trend A directional trend arrow showing where glucose levels are headed Which can be viewed on the FreeStyle LibreLink app, so you can make informed daily decisions. D2. What is the brand and model of the sensors used in the programme? The sensors used in the programme are FreeStyle Libre sensors. It is to be used in conjunction with the FreeStyle LibreLink app. D3. Are the sensors free? During this 12-week programme, participants would be issued up to 3 FreeStyle Libre sensors to assist in the monitoring of their glucose levels. Participants will have to attend in-person onboarding session to collect their first sensor and schedule the delivery of the 2nd and 3rd sensors. The sensors are meant to be used within the programme duration of 12 weeks and as such, the warranty of the sensors will only be covered up till 12 weeks from the date of onboarding. D4. How does the sensor work? What kind of data can it track? The FreeStyle Libre sensor automatically measures and continuously stores your glucose readings day and night for 14 days. The sensor updates up to every minute and stores up to 8 hours of glucose readings in 15-minute intervals. Each sensor must be worn for 14 days for the programme. Establish a daily scanning routine with the FreeStyle LibreLink app: 1) Upon waking, 2) before and after meals, and 3) right before bedtime. This ensures real-time monitoring of your glucose levels for optimal program benefits. DigiCoach Programme FAQ Health Promotion Board Page 7 of 12  To obtain the full glucose profile of your day, make sure to scan your FreeStyle Libre sensor at least once every 8 hours. D5. Where should I wear the sensor? How do I ensure the sensor sticks on my upper arm? Use the supplied disposable applicators to apply the FreeStyle Libre sensor to the back of your upper arm. It should stay in place for up to 14 days, even while you shower, swim, bathe or exercise. Please follow the instructions found in the user manual for skin preparation and application. During the in-person onboarding session, facilitators will be around to facilitate the wearing of the sensors. D6. Is it safe to wear the sensor? Some individuals may be sensitive to the adhesive that keeps the FreeStyle Libre sensor attached to the skin. If you notice significant skin irritation around or under your sensor, remove the sensor and stop using. Contact your health care professional before continuing to use the sensor. D7. Can I carry out daily activities while wearing the sensor? When do I need to take off the sensor? Yes, the FreeStyle Libre sensor should not interfere with your ability to carry out daily activities. It should stay in place for 14 days, even while you shower, swim, bathe or exercise. Be careful not to catch your sensor on a doorway, seat belt or when dressing. Once the sensor is removed from the skin, it can no longer be reused. D8. How long am I required to use a sensor before needing to replace it? Over the course of the 12-week programme, participants will be required to complete three (3) rounds of wearing the FreeStyle Libre sensor. Each sensor should be worn for a duration of 14 days. D9. How do I scan my FreeStyle Libre Sensor with my phone? For Android users After you’ve applied a new FreeStyle Libre sensor to the back of your upper arm, open the app and hold the back of your Android phone near (exact distance will vary by phone) the FreeStyle Libre sensor to scan and activate it. The size and location of the NFC antenna in Android phones varies by make and model, so you may have to move the phone around to find the best position for scanning the FreeStyle Libre sensor. Once you have found the optimal scan position, wait for the app to produce two distinct tones and/or vibrations before you move the phone away from the FreeStyle Libre sensor. The first tone indicates the phone’s NFC has recognized the sensor. The second tone indicates the scan is complete. The activation phase takes 60 minutes, your phone will provide a countdown. The app will notify you when the sensor is ready. DigiCoach Programme FAQ Health Promotion Board Page 8 of 12  For subsequent scans, you may tap to Home screen and scan your sensor anytime with the back of your Android phone: For iPhone users After you’ve applied a new FreeStyle Libre sensor to the back of your upper arm, open the app and tap the blue button “scan new sensor”. Then hold the top edge of your iPhone near the sensor and do not move your iPhone until you hear a tone and/or feel a vibration. The activation phase takes 60 minutes, your phone will provide a countdown. The app will notify you when the sensor is ready. DigiCoach Programme FAQ Health Promotion Board Page 9 of 12  For subsequent scans, you may scan your sensor any time by tapping either the blue button on the Home screen or the gray scan icon in the top right corner of most screens. Hold the top edge of your iPhone near the sensor and do not move your iPhone until you hear a tone and/or feel a vibration, which indicates the scan is complete. D10. Do I need an internet connection to get my readings on the FreeStyle LibreLink app? DigiCoach Programme FAQ Health Promotion Board Page 10 of 12  Wi-Fi or a mobile data connection are required for initial app setup (downloading / installing the app, creating an account, or signing in), sharing your glucose information with your care team,and with the Health2Sync app. The FreeStyle LibreLink app does not require a Wi-Fi or a mobile data connection to scan your sensor or to record your current glucose readings. During periods when your phone is operating in a disconnected state, your data will only be uploaded to the Health2Sync app after a Wi- Fi or mobile data connection is restored. D11. What should I do if the FreeStyle Libre sensor dropped off or if I am facing issues with scanning it? During the in-person onboarding session, facilitators will be around to facilitate the wearing of the FreeStyle Libre sensor. If you are facing any difficulties with regards to the wearing or scanning of the sensor, please notify the facilitator. For issues related to the sensor or the LibreLink app, please contact FreeStyle Libre Customer Service at (+65) 3138 3799 or 1800 272 2881 between Monday to Friday, 8:30am - 5:30pm or via email at adc- [email protected] for assistance. D12. What should I do if I did not receive or lost my FreeStyle Libre sensor? Please contact FreeStyle Libre Customer Service at (+65) 3138 3799 or 1800 272 2881 between 8.30am – 5.30pm on Mondays to Fridays or via email at [email protected] for assistance. D13. I have encountered technical issues in the use of the FreeStyle Libre sensor. Where can I get help from? Please contact FreeStyle Libre Customer Serivce at (+65) 3138 3799 or 1800 272 2881 between 8.30am – 5.30pm on Mondays to Fridays or via email at [email protected] for assistance. D14. What should I do if I have questions about the app or my data? If you have any questions about the app or your data, please contact FreeStyle Libre Customer Service at (+65) 3138 3799 or 1800 272 2881 between 8.30am – 5.30pm on Mondays to Fridays or via email at [email protected] for assistance. *For more detailed FAQs that are not covered in this section, please refer to this link. E. USE OF THE HEALTH2SYNC APP E1. Can I download and use the Health2Sync App even if I am not a selected DigiCoach participant? Yes, the Health2Sync App is available to the general public. E2. Do I need access to mobile data or internet connection during my participation in the programme? Yes, access to the internet (e.g., wifi or mobile data) is required for the Health2Sync app to update your health data and participation. E3. Can I change my smartphone during my participation in DigiCoach? DigiCoach Programme FAQ Health Promotion Board Page 11 of 12  Yes. Do remember to sync your device with the Health2Sync mobile app before changing smartphone to minimize the chances of data loss. You will be able to access your past data by downloading the Health2Sync app in your new smartphone and login in with your credentials. E4. What should I do if I have questions about the app or my data? If you have any questions about the app or your data, please contact Health2Sync via email at [email protected] F. DATA CONFIDENTIALITY F1. How will HPB protect my data and ensure my privacy? HPB places paramount importance on the protection of your data and information. All data and information provided by you and collected during the programme will be managed in accordance to the guidelines stated in HPB’s Privacy Statement (refer to www.hpb.gov.sg/privacy-statement for more details). F2. Who will have access to my data? The use of, disclosure of and provision of access to data and information provided by and collected from you will be in accordance to HPB’s Privacy Statement as mentioned in F1. HPB will require your signed consent to allow HPB access to the relevant data and information before you participate in DigiCoach. However, please note that data collected via the issued devices, including FreeStyle Libre sensor and Fitbit device, will be shared with HPB from the device manufacturer, with your consent. As such, the device manufacturer will have access to your data collected through the device. DigiCoach Programme FAQ Health Promotion Board Page 12 of 12