Verbal abuse towards coaches or other people on the programme is not tolerated, this is part of our Terms& Conditions that people agree to when joining a programme.

Our programmes may have individual terms and conditions in place for users to accept before using the Liva app. Broadly they will follow a similar format, and you can read them here.

The following sections from the T&Cs are most relevant:

Harassment and Intimidation Prohibition

Harassment and intimidation in any form, including but not limited to verbal, physical, written, or visual conduct, will not be tolerated at Liva Healthcare. This includes actions that create an offensive, hostile, or intimidating environment for any health coach or staff member.

Appropriate Language and Professional Conduct

Relationships between staff, health coaches and members are expected to remain of a professional nature at all times. This includes refraining from making comments on appearance, engaging in suggestive language, or asking personal questions of a health coach or staff member. Any personal information relayed from the member to the coach must be relevant to their health journey and within the bounds of appropriateness.

If any person says something to you in an IC, video message or written message, please contact your Senior Health Coach via Slack. We will discuss the next steps together with you.

You might encounter people who have different beliefs and opinions to your own, or who may behave in a challenging way, and you should reach out to your senior health coach for additional support if you are unsure about how to respond. It is very easy for meaning to be lost in written messages, which is why >95% of coaching messages should be video-based.

You can also take a refresh of the ‘Conflict Resolution’ e-learning from the NHS. You can find the link and reminder on how to access that training here: Module 12: NHS e-learning