Frequently Asked Questions

I would like to give you feedback on my experience with Live Well Stay Well, where can I do this?

Thank you!  We welcome all feedback, good or bad. In fact, it is an important part of how we continue to improve the service we deliver. We have quick online surveys available for you to submit your comments and you can give as much or as little feedback as you like. You can leave feedback that is anonymous if you prefer, or leave contact details if you would like us to follow up with you. 

Feedback form

Why should I register an online account with Live Well Stay Well, what is available?
  • Digital assessments in a range of Healthy Lifestyle areas to find out how healthy you are currently
  • Online information and digital tools to help you choose what you would like to start to change
  • Ongoing online help to set personal goals (and stick to them) to help you make the changes you have chosen 
  • Find out about and request a referral to a range of expert support services & programmes that can help you make healthy lifestyle changes, available via telephone support, face to face meetings in community locations or group sessions
  • To register and use all the online tools is completely FREE!  Most programmes which are available for you to refer yourself to are also FREE for those eligible to attend.  
  • For some programmes you can choose your appointment times and locations to suit you, from our flexible range of options and where you can’t, the service will get in touch with you, saving you having to follow up and spend lots of time on the phone.
  • You can choose how often you want to be contacted and how you want to be contacted (e.g. email/phone/text) to offer continued support with making the changes you choose...
  • 24/7 access to your online account and assistance from our staff is just a phone call or email away.
  • Support, advice, account registration and full assessment of your current lifestyle can be provided by telephone if you do not want to manage this yourself, via our website.
  • There is no obligation for you to take any action once registered, but all resources are available should you feel motivated to make changes.  You can come back whenever you like.
Ok, I’m tempted to register, but what if I don’t achieve my chosen goals?

We know making healthy lifestyle changes can be difficult, and we are here to support you on your journey to achieving your goals. Our friendly staff are all experienced in delivery of Healthy Lifestyle advice and providing support and are trained so that we provide you with non-judgemental support and help to identify alternative options if the first one you try does not work for you.

How long will it take to register? I’m busy and don’t have time for lengthy online forms!

We understand that people have busy lives and that lengthy registration processes can be a barrier to accessing much needed support; as such we have designed our registration process to be quick, simple and user friendly. 

When you register your account, there will be some information that we need to be able to recommend the best support options for you.  Not all support options are available for everyone, so we also need to ask some questions to check which options are available for you. For example, we wouldn’t offer Stop Smoking support to  someone who does not smoke!  The first questions we ask help us to tailor what we offer you.  We ask as few questions as we can to be able to do this, then you can see on your online account what support is available for you so you can choose what you want to do.

Registering an account will take approximately 5 minutes and often much less. You will be asked some brief questions (Approximately 12 questions/ steps to complete)  about your lifestyle and health habits, these are simple to answer and each has easy to understand multiple choice answers for you to select.  Once this is completed, your account is set up and you can access the wide range of options listed above.  If you are short on time, you can log out after registering and then log in at a later date to explore the great range of options available!

How can I be sure that my personal details are secure once I provide them?

We take our responsibilities under Data Protection Laws very seriously.  We approach all Information Security processes by focussing on how we would want our personal data to be safely handled and stored.

Our website is hosted on a secure platform, which offers the same level of security as online banking services and our staff are all trained to ensure that we meet our legal obligations & moral responsibility when handling personal data. 

We will not share your personal details with any third parties unless you request that we do so. 

You have the right to make changes to the consent you have given at any time and we make it clear and easy to request changes to your selected privacy settings, should you change your mind at any stage.

Access to privacy settings are available via your online account, you can also find further details in our privacy policy.

I am not very confident with a computer or digital tools, is this the only way to access support?

We understand that not everyone has regular access to the internet or a computer and that some people just prefer to speak to a person. Our website has been designed to be easy to use and access to all those who can benefit from the service, with their individual needs and varying  levels of IT experience – we have also tested our website with users, and want to continue to hear from users about how we can improve the experience for them. 

Give online registration a try.  If you experience any difficulties or still feel that the option is not for you, simply click the ‘help’ button at the top of every screen and we will be in touch to assist you with your registration by telephone.  

Register      Contact us

Am I going to get lots of spam & unwanted contact from Live Well Stay Well if I provide you with my contact details as part of the registration process?

No, we like to provide support and motivation but only if it’s helpful! We will send 5 follow up communications over the course of 12 months, by your preferred method (email, text, phone) to check that you have the support you need and to see how you are getting on. You don’t have to respond to these contacts if you prefer not to. For those who feel they would like  more regular contact with one of our Health Coaches, you can choose how often you would like to be contacted or opt for none at all via your personal online dashboard.  We want you to succeed in your health goals and understand that lots of unwanted contact can be frustrating.

I have tried to register but was told I am not eligible to access the Live Well Stay Well service

Live Well Stay Well is provided by Buckinghamshire County Council for residents of Buckinghamshire, this does mean that if you live out of county or are not registered with a Buckinghamshire GP Practice, you will not be able to register an online account and access the service.  You are welcome to use the information and resources on the home page of the website which anyone with an internet connection can access. You might want to find out what services are available in your local area to support you by speaking to a local health professional.

Why do you ask me for my ethnicity?

We collect this information in order to provide tailored support to you as an individual. If you don’t want to tell us your ethnicity, there is no problem with this- we want you to be comfortable with the information you share with us.

Why aren’t all the services you can refer or signpost me to free?

We want to help you find the best service for you, so we will tell you about all the services that we think might help you including those that are free of charge and also those that you need to pay a fee.  Then you can choose which service you think will be the best for you.

All services that Live Well Stay Well offers directly are free of charge, for example stop smoking, weight loss and children’s healthy weight.  Some of the services that Live Well Stay Well might refer or signpost you to that are offered by a different organisation will also be free, but some will have a charge.  If there will be a charge this will be included in the information we tell you about the service.

I would like Nicotine Replacement Therapy (NRT), such as gum, patches, inhalator, lozenges to stop smoking but don’t want to speak to an adviser. How can I get this for free?

In order for you to get NRT you need to speak to one of our stop smoking advisers. Your stop smoking adviser is there to provide you with behavioural support to aid your stop smoking attempt- you are three times more likely to quit with support! You will also need to wait until your first appointment before you can get your NRT- this is because we need to know it’s safe for you to use the products. This will be assessed at your first appointment, we’ll learn about what you may have tried previously so we can work together to find what is best for you.

Do I have to attend your stop smoking or weight management sessions face to face?

Our Stop Smoking service offers face to face, video or telephone support on a one to one basis with our advisers. Our adult weight management programme is online, via zoom with a group of 10-12 people.

If you have any questions about our service, do feel free to give us a call on 01494 490444!

Who delivers your in house adult weight management programme?

All of our LWSW Coaches are qualified to deliver our adult weight management programme, and are non judgemental, experienced and have helped others similar to you (Check out our Your Experiences page!). Their role as your LWSW Coach is to provide you with support and information that can help you lose weight and also make long term healthier choices. Our programme focuses on forming healthier eating habits and relationships with food in general. We are unable to support you with specific dietary needs related to your health, this is something you would need to speak to your GP about. 

Do you provide weight loss surgery?

We provide tier 2 healthy eating support and can refer you to Slimming World for 12 weeks for free* or you can attend our in house adult weight management programme*. If you would like some sort of weight loss surgery, this is something you will need to discuss with your GP.

*Eligibility criteria applies
I haven’t heard from the organisation you referred me to, what do I do?

We will be in touch 7 days after your referral just to check in and make sure you are getting all the support you need. If you have any issues, just let us know and we would be happy to help.

The answer to my question and/ or information I am looking for is not available here, where can I find out more?

We are on hand to provide advice and information, should you need it, during the following hours:

Monday – Friday: 8am – 8pm

Saturday: 9am – 4pm

You can get in touch digitally, 24/7 here: Contact us


If you prefer, you can email enquiries to:

Or you can give us a call anytime.  You can reach us on: 01628 857311 during service opening hours or leave a message at other times.


We look forward to hearing from you!