Frequently Asked Questions (FAQs)
What is the process of onboarding patients to the Counterweight App?
Practitioners purchase places for the app. Counterweight will provide programme registration codes along with a leaflet where users can scan QR code or enter URL into browser. Patients will enter their info there. Our Programme Support Team will onboard them to the App whereby patients will receive their verification code via email. Patients can then download the Counterweight App and ""Create an Account"". Patients will be taken through a series of steps which include data entry and notification set up. Once complete they will be on the App.
Please take note: Verification codes expire within 7 days. We will resend a verification code if it expires.
Workbook is requested through orders@counterweight.org and Counterweight will order for delivery to user.
How is education provided to individuals on the programme?
Education content is released on a weekly basis. There is a structure of what education is released and when is available in the transition to digital training on the Counterweight Learn Platform or in the full training for any practitioners who completed training after July 2024.
How can I or my patients get support on the App?
Our Programme Support Team are available to assist with any technical queries. You can make contact with them through email or phone call through the details below:
support@counterweight.org
020 3026 8800
What do licence contracts receive as part of the App?
All licenced practitioners will have full App access as part of their training.
Some practitioners have concerns over the use of an App with their population.
They feel that most of their population will want a hard copy book.
There will always be a hardcopy book for those that don't want to or can't use the App. This choice is best led by the patient.
The app is available on SMARTphones, Tablets and Desktop. There is an audio functionality built in the App.
You may want to deliver groups with some people using the workbook and some people using the App. If you were to offer groups where it was workbook only or App only, this would potentially have an impact on waiting times whilst you recruit into those groups. Ideally run groups where people are using App +/- a workbook.
The lesson plans and PP slides have been designed so that the practitioner can share some of the additional content for those that do not choose to use the App. You can also show the App during Group sessions as all practitioners have full App access. The key principles and information required to follow the programme have been embedded into the workbook.
We acknowledge that for those on the App they will have a different experience to those using a workbook alone. Following feedback from practitioners we will be adding additional training resources in April 2025 to build understanding and confidence in using App content in the group sessions.
The app is available on SMARTphones, Tablets and Desktop. There is an audio functionality built in the App.
You may want to deliver groups with some people using the workbook and some people using the App. If you were to offer groups where it was workbook only or App only, this would potentially have an impact on waiting times whilst you recruit into those groups. Ideally run groups where people are using App +/- a workbook.
The lesson plans and PP slides have been designed so that the practitioner can share some of the additional content for those that do not choose to use the App. You can also show the App during Group sessions as all practitioners have full App access. The key principles and information required to follow the programme have been embedded into the workbook.
We acknowledge that for those on the App they will have a different experience to those using a workbook alone. Following feedback from practitioners we will be adding additional training resources in April 2025 to build understanding and confidence in using App content in the group sessions.
Why is there a button on the dashboard to purchase MR's?
This feature is hard wired into the app.
This function is under review for patients getting App access from our Licenced practitioners following feedback.
This function is under review for patients getting App access from our Licenced practitioners following feedback.
Do patients have lifetime access to the App?
Patients have access to the App for 5 years following their programme end date.
Please note this is currently under review and may be extended.
Please note this is currently under review and may be extended.
Does Counterweight have access to patients data?
Counterweight has a portal which stores all App data entered by patients. Patients sign up to Counterweights privacy policy when they are onboard to the App.
DPIA's and Data Sharing outlines are shared with organisations commissioning the service.Counterweight adheres to all regulations for processing identifiable data under the Data Protection Act 2018 and UK GDPR.
DPIA's and Data Sharing outlines are shared with organisations commissioning the service.Counterweight adheres to all regulations for processing identifiable data under the Data Protection Act 2018 and UK GDPR.
Can we (as contract dietitians delivering the programme) onboard people onto the App?
No, this is all done by the Counterweight team.
What happens if someone is having problems with the app, who helps, how do we report/manage this?
The patient can contact Counterweight directly if they are having a problem on the App.
The patient information leaflet for each programme has contact details for patients to use.
The patient information leaflet for each programme has contact details for patients to use.
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