A person can’t pause their programme - this applies if they are sick, want to start at a later time or if they are going away on holiday or for a longer period without app access. The inactivity procedure will kick in after 7 days, if they haven’t been logged in and interacting within the app.  

If someone lets you know that they are going to be away for an extended period, you should make them aware that the programme cannot be paused, and that they will get an email and SMS from Liva asking them to engage with the app. After 35 days of not logging in and engaging with the app the person's programme will be ended.  

The reason for this is that we have very specific milestones and deadlines from the NHS, and people are expected to complete their programme within a set period.

If the person cannot log in and engage with the app for a month, you can suggest that they contact help@livahealth.com as depending on how long they have been on the programme, it may be possible to arrange another referral. Alternatively, they may need to contact their GP for a new referral.