Frequently Asked Questions

  • What is the Get Healthy Service?

  • The Get Healthy Information and Coaching Service® (Get Healthy Service) is a free telephone and web based service staffed by qualified health coaches aimed at supporting adults make lifestyle changes regarding:

    • physical activity;
    • healthy eating; and
    • how to reach and maintain a healthy weight.

    It provides information and ongoing, personalised support designed to help adults make lasting behaviour change in these areas.

  • Who is the Get Healthy Service targeting?

  • The Service is targeting NSW, ACT and Tasmanian adults, 18 years and older and are at risk of developing chronic disease due to having one or more of the following risk factors:

    • not meeting healthy eating guidelines;
    • inadequate physical activity; and
    • being overweight.
  • Why is this Service available?

  • Many chronic illnesses and diseases can be prevented by:

    • being active,
    • eating well and
    • achieving and maintaining a healthy weight.

    Chronic diseases such as diabetes, heart disease and some cancers are estimated to be responsible for around 80% of the total burden of disease in Australia.

    Of course, making lifestyle changes is often easier said than done, and the journey can be challenging. The Get Healthy Service has therefore been developed to support people to make these lifestyle changes. The Service is based on evidence that telephone and web based coaching are effective in changing healthy eating and physical activity behaviours. The development of the Service is also based on the highly successful Quitline model for smokers, which has helped thousands of smokers quit the habit and start leading healthier lives.

  • What does the Get Healthy Service provide?

  • The Get Healthy Service provides:

    • Information regarding healthy eating and physical activity to callers;
    • Individually tailored telephone coaching sessions (approximately ten calls over a period of six months +) aimed at changing an individual’s behaviour to achieve recommended levels of daily physical activity, eat a healthier diet and achieve or maintain a healthy weight; and.
    • Information and support through computer and expert based systems such as emails and web based facilities.
  • Who answers the phone?

  • Health coaches who are all university qualified health professionals. They include allied health professionals such as psychologists; nurses; dieticians; exercise physiologists; sports scientists; social workers; and physiotherapists. All health coaches receive further training to ensure they meet the requirements of the Service.

  • Does a participant really get their own health coach?

  • Yes. Wherever possible, a caller will be provided with their own personal health coach for the duration of their involvement in the Service – this helps ensure that a supportive relationship is developed.

  • Is the Get Healthy Service free?

  • Yes, the Service is free to all NSW, ACT and Tasmanian adults. People can seek information or register for coaching by calling 1300 806 258 – a number that can be called from any fixed landline for the cost of a local call (Mobiles may be charged a higher rate). Alternatively, people can register their interest by visiting www.gethealthynsw.com.au, www.gethealthy.act.gov.au or www.gethealthy.tas.gov.au. Get Healthy coaches will then make any further calls at a time that is convenient for the participant.

  • What happens when the initial call is made to the Service?

  • The caller will be answered by the first available health coach. The health coach will then explain what the Service has to offer and callers can be sent information regarding being active, healthy eating and achieving a healthy weight or callers can register their interest in taking part in the ongoing coaching component of the Service. Callers will be asked information to ensure the service meets their individual needs including information regarding their current eating and activity behaviours, how ready they are to make changes and set goals and other information regarding their particular circumstances.

  • What information is needed about the caller?

  • All callers will need to provide some information about themselves to the Service. This information will also help evaluate the health coaches to tailor the information and coaching support to the needs of the caller. The information will also help to evaluate the effectiveness of the Service and make ongoing improvements. It is important to note that all information regarding a caller will remain strictly private and confidential.

  • What happens if a caller has an existing medical condition?

  • To make sure that the coaching component of the Service is right for all callers, a short health assessment will need to be completed. In some cases, a caller may need to get medical clearance from a Doctor before beginning their Get Healthy journey.

  • Does the Service operate on weekends and public holidays?

  • No. The Get Healthy Service operates during extended hours from Monday until Friday, 8am until 8pm to allow for calls to be made before and after business hours.

  • Who is the Service provider?

  • The Get Healthy Service is being run by Medibank Health Solutions www.medibankhealth.com.au, an organisation who has significant experience running health coaching programs

  • What happens if an interpreter service is needed?

  • Interpreter Services will be provided by the Service to members of Culturally and Linguistically Diverse communities. Other relevant telephonic services will be provided to people who are deaf or hearing impaired or speech impaired.

  • Can the service be used on behalf of a family member or friend?

  • The coaching component of the Service has been specifically designed to provide individually tailored advice, support and motivation to the caller or participant. It is about supporting them to achieve their health goals; therefore a caller cannot receive coaching on behalf of someone else. However, a caller may request an Information Booklet or a Service Brochure that they can give to a family member or friend.

  • Is there an opportunity to provide feedback about the Service?

  • Yes. Callers can provide feedback about their experience with the Service by:

    Email:
    feedback@gethealthynsw.com.au
    feedback@gethealthy.act.gov.au
    feedback@gethealthy.tas.gov.au

    Phone: 1300 806 258
    Fax: 1300 013 242

  • Is the Service run elsewhere in Australia?

  • There may be similar services run by private providers. However, the Get Healthy Service was developed by the NSW Government as the first Government run, individually tailored health coaching service to be provided statewide in Australia. For this reason, a comprehensive evaluation of the service is being conducted to ensure the ongoing quality of the initiative. The Australian Capital Territory and Tasmanian Governments have also joined the Get Healthy Service.

  • What about employment opportunities with the Service?

  • All recruitment enquires should be directed to Medibank Health Solutions www.medibankhealth.com.au/

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