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FAQs

FAQs2023-05-19T19:42:41+10:00
Is there a mobile app?2023-08-20T15:27:46+10:00

Not yet. We are currently building the mobile app as we speak and it’s due out in early 2024. For now there is just this website.

What are the Introductory Modules?2023-08-14T19:58:49+10:00

The introductory modules include:

  • True Healthy Eating
  • Build Your Diet Out of Whole Foods
  • The Anatomy and Function of the Gut
Can kids or teenagers become members?2023-05-19T19:35:43+10:00

The Ayla Health platform has been designed and created for adults.

Although the content is evidence-based and safe for young people to consume, we highly recommend that children and teens under the age of 16 become a member with parental consent and supervision.

How do I become a member?2023-05-19T19:19:04+10:00

To become a member, the user must go to this url:

https://aylahealth.com.au/plans/ayla-health-membership/

Select which membership option you would like to join.

Follow the steps at checkout.

 

What are the membership options?2023-10-14T14:34:03+11:00

Membership type Base Membership Premium Membership
Details $29/month. Includes:

  • Recipes
  • Habit Building Modules
  • Meal Planning Tool
  • Live Chat
  • One-on-one Coaching Sessions (at an additional cost)
$149/month. Includes:

  • Recipes
  • Habit Building Modules
  • Meal Planning Tool
  • Live Chat
  • Unlimited one-on-one coaching sessions

Will there be special dietary options?2023-05-19T19:11:11+10:00

This program is not a meal plan or prescriptive program of food telling you what you can and can’t eat. It is a nutrition education program that teaches you evidence-based eating principles that can be applied to any individual regardless of their allergies, intolerances and health conditions.

Where possible you will be given alternatives to suit your needs and if no suggestion is offered within the modules you can jump onto live chat and ask. Our dietitians are online ready to help!

Do I get a shopping list?2023-05-19T19:08:11+10:00

Yes! You can create custom meal plans with the My Meals tool and then create a shopping list for that meal plan to get everything you need.

What can I expect in coaching sessions?2023-06-21T08:46:42+10:00

Your coaching sessions with a qualified dietitian or nutritionist are all about helping to put what you learn in the modules into practice in your life. It is one thing to know nutrition information. It is an entirely different thing to be able to put that information into practice in a way that is realistic and sustainable long term.

See your video coaching sessions as connecting with a non-judgemental, supportive and highly knowledgeable member of your health care team who will encourage, coach, consult and counsel you on overcoming barriers, changing old mindsets, building habits, brainstorming food ideas and applying evidence-based nutrition into your life!

Do you use Zoom for video coaching sessions?2023-05-19T18:59:39+10:00

No. We use software called Cliniko to conduct our video coaching sessions. Due to the high volume of clients that we service every week we are not able to use Zoom or any other software to conduct your consultation. Cliniko meets the strict health privacy standards in Australia and is a secure and excellent platform to discuss your health and nutrition concerns.

Can more than one person join a coaching session?2023-05-19T18:58:53+10:00

No. We use highly secure Telehealth software and only ONE person with the link for the video call will be able to join at one time. Our software does NOT allow for multiple parties with the same video link to join the consultation from two separate devices.

If you have a partner, support worker or other individual wanting to join the coaching session, you will need to be in the same location and using the same device.

Due to the high volume of clients that we support every week, we are NOT able to use any other software to facilitate multiple attendees at your video session. We apologise for any inconvenience that this may cause.

Can I upgrade my membership?2023-10-13T08:49:42+11:00

Yes! You can absolutely upgrade your membership at any time via your profile. To upgrade please follow these steps:

  1. Go to profile: https://aylahealth.com.au/profile/
  2. Navigate to subscriptions
  3. Click on the 3 dots on the right-hand side
  4. Click on ‘change plan’
  5. Select membership option to upgrade to
  6. Click ‘select plan’
  7. Follow the steps to check out.

If you are a free member, then to upgrade your membership, simply purchase one of the paid membership here.

How do I become a paid member?2023-06-21T08:48:25+10:00

To become paid member, please visit this page: https://aylahealth.com.au/plans/ayla-health-membership/ and follow the steps below:

  1. Select a paid membership option
  2. Follow the steps at checkout
  3. Membership requires:
    1. First name
    2. Last name
    3. Email
    4. Address
    5. Agreement to the terms and conditions
Is my personal information kept private?2023-05-19T18:55:14+10:00

The information you provide, such as your name, address and contact details, is private and other members do not have access to this information.

In our private Facebook group for the Ayla Health Community other members will only be able to see your name and comments. Depending on your privacy settings on Facebook, other members may not be able to see your Facebook account.

We do not use members’ photos, stats or personal information without consent, or unless members themselves have chosen to make them publicly available. The website is private and secure and we take protecting your privacy and information very seriously. Please see our privacy policy for more information.

How do I cancel my membership?2023-05-19T18:54:24+10:00

Users can cancel their paid membership at anytime via their profile:

  1. Go to profile: https://aylahealth.com.au/profile/
  2. Navigate to subscriptions
  3. Click on the 3 dots on the right-hand side
  4. Click on ‘cancel’
  5. A pop-up asking: “Are you sure you want to cancel this subscription?” Select ‘YES’.
  6. Subscription is cancelled.

If you want to join again, you must sign up again through the main sales page.

If you cancel a discounted subscription, you are no longer able to access this discount for future subscriptions.

Can I use my Private Health or Medicare for my membership?2023-06-21T08:43:41+10:00

Private health insurance or Medicare does not cover the cost of your monthly membership.

Private health insurance or Medicare does not cover the cost of your video coaching sessions with Kate Freeman.

If you’d like to use your private health insurance or Medicare for your video coaching sessions, you can book in with the dietitians at Ayla Health

Private Health

Private health insurance covers the cost of individual consultations wth a qualified dietitian. Members with eligible private health insurance may be able to claim on the cost of their pay-as-you-go consultations at Ayla Health. We will provide you with a receipt to claim directly with your insurer (available Australia wide).

Medicare

Members with a medicare referral from their GP may be able to claim a rebate on the cost of their their pay-as-you-go sessions. Medicare rebates are not available with coaching packages as Medicare stipulates you must pay per appointment in order to claim. You must also have a valid Medicare referral in order to claim. Please contact our team for more information.

How often can I book appointments?2023-05-19T18:48:55+10:00

As often as you like! Book your video coaching sessions via this link

Will I see a nutritionist or dietitian?2023-05-19T18:48:34+10:00

Ayla Health was founded by registered nutritionist Kate Freeman. Both Kate and her dietitians are university educated and registered with the peak nutrition body, the Nutrition Society of Australia (Kate) and Dietitians Australia (dietitians).

You can choose who you’d like to book with here, or read more about our team here.  

Please note that private health insurance rebates and Medicare referrals are only available with dietitians and NOT nutritionists.

What is included in a base membership?2023-10-14T14:34:54+11:00

Base membership includes access to:

  • Hundreds of recipes
  • Plan My Meals – our custom meal planner tool
  • One-on-one coaching (at additional cost)
  • Full suite of modules
  • Live Chat
  • Ayla Health online community
What is included in a premium membership?2023-10-14T14:35:33+11:00

Premium membership includes access to:

  • Hundreds of recipes
  • Plan My Meals – our custom meal planner tool
  • One-on-one coaching (unlimited – included in membership)
  • Full suite of modules
  • Live Chat
  • Ayla Health online community
How do I upgrade or downgrade my membership?2023-05-19T18:46:25+10:00

Members can upgrade or downgrade their membership at any time through the following steps:

  1. Go to profile: https://aylahealth.com.au/profile/
  2. Navigate to Subscriptions
  3. Click on the 3 dots on the right-hand side
  4. Click on ‘change plan’
  5. Select membership option to downgrade/upgrade to
  6. Click ‘select plan’
  7. Follow the steps to check out.
What if I can’t make my video coaching session?2023-05-19T18:44:30+10:00

You may cancel or reschedule your coaching session with more than 24 hours notice. You can cancel your session via the cancellation link in your booking confirmation and reminder emails or by emailing support@aylahealth.com.au.

Cancellations or reschedules made with less than 24 hours notice or failing to show up for your scheduled session will incur penalties. You will lose your booking deposit or forfeit the pre-paid session from your coaching package.

Please see our Terms and Conditions for details.

How do I book a video coaching session?2023-10-14T14:35:57+11:00

Step 1: Book a free 15 minute session with Kate

If members are not sure about the process or whether coaching is right for them they can chat to Kate first.

Step 2: Book Initial Consultation

All new coaching clients need to start by booking an initial consultation. This is a one hour session to get you started. In this session we take time to get to know you, do a thorough lifestyle, medical and food history and map out a plan for you. This session is $250 and requires a $50 deposit upon booking.

Private health and Medicare claiming is available for this session when you book with a dietitian.

Step 3: Choose Your Coaching Option

Once you’ve completed your initial consultation, you can then choose from the following options for ongoing coaching

  1. Pay-as-you-go consultations: $250 long (1 hour), $125 short (30 minutes)
  2. Bronze, Silver or Gold Coaching packages (save up to 20%)
  3. Upgrade to Premium Membership (best value)

Video coaching sessions can be booked online here.

How often do I need to have video coaching sessions?2023-08-16T14:31:28+10:00

All members have access to see the Ayla Health team one-on-one, via video coaching sessions. 

Regular, individualised nutrition coaching and support is considered the gold standard in achieving change. We can’t change your eating habits completely in 30 minutes. However,  through incremental, gradual, consistent changes, over multiple sessions, you can make good long term progress with your eating habits and your health. That’s what we’re interested in.

Combining the online modules with one-on-one support is the BEST way to make progress with healthy eating habits long term!

We recommend fortnightly sessions as the optimum frequency of support, however, this is also decided based on your individual needs after chatting with the dietitian at your compulsory initial consultation.

How do I cancel my free membership?2023-05-19T18:28:42+10:00

We’re sorry to see you go! If you would like to cancel your free membership, please email support@aylahealth.com.au and request a full deletion of your profile.

Please note that once your account has been deleted, we cannot restore the associated data (including module progress).

How do I submit a complaint?2023-05-19T18:27:37+10:00

We take any issues or complaints very seriously and endeavour to resolve them as soon as possible. If you would like to submit a complaint, please fill out the form on this page or email support@aylahealth.com.au.

How do I get help with managing my account or subscription?2023-05-19T18:28:14+10:00

If you are having any issues with your account or subscription, please fill out the form on this page or email support@aylahealth.com.au and we’ll help you out!

Can I chat to someone before joining?2023-05-19T18:26:20+10:00

Absolutely! You can book a free 15 minute session here with Kate Freeman to learn about all things Ayla Health.

What is the difference between a nutritionist and a dietitian?2023-08-16T14:33:31+10:00

The key differences between nutritionists and dietitians are:

Registered Nutritionists are members of the Nutrition Society of Australia and can provide practical nutrition advice to healthy individuals, who are not looking to manage a serious medical condition or disease. They can help with building diet quality, creating healthy habits and routines, recipes, meal and snack ideas as well as giving you general healthy eating advice around maintain good health and wellbeing long term.

Accredited Practicing Dietitians (APDs) are members of Dietitians Australia and specialise in the relationship between diet and disease. Dietitians are equipped to work with individuals with chronic and acute health conditions including diabetes, cardiovascular disease, PCOS, allergies and intolerances. You are able to receive a rebate from your private health insurance with an appointment with a dietitian and where applicable receive a Medicare rebate.

Are my coaching sessions covered by private health insurance?2023-08-16T14:31:52+10:00

If you have private health insurance, a one-off video coaching session (not coaching package) made with one of our dietitians is eligible to receive a rebate from your insurer. We will provide you with a receipt after you have paid for your consultation to self claim with your private health insurer.

How much will my private health rebate be?

The amount you are able to claim with your private health insurer will depend on your level of cover. You can enquire with your private health insurer prior to your consultation if you wish. Simply provide your insurer with the cost of the consultation and the HICAPS item number below to find out how much you will be required to pay.

HICAPS item number:

  • Initial Video Consultation: 301
  • Review Video consultations: 302
How do I join a video coaching session?2023-05-19T17:11:04+10:00

Once you have booked your coaching session, you will receive a confirmation email which contains the link to join your session. You will also receive this link in your reminder emails, and we can resend you the link at any time. This link will open the private and secure video call in the browser on the device you’re using. All you have to do is click the link and give your browser permission to access your camera and microphone.

If you have difficulty joining, please contact our team support@aylahealth.com.au

What device do I need to join a video coaching session?2023-05-19T17:09:58+10:00

Any smart phone, laptop, computer or tablet with a camera and microphone will work for a video coaching session.

All you will need to do is click a link in your email confirmation or reminder that will open a video window in your device’s internet browser. Then you will click a button to join the call and your session will begin.

What if I can’t get the video to work?2023-05-19T17:06:32+10:00

If you can’t get the video to work and have not joined the video consultation after 5 minutes we will call you.

You can resume your consultation over the phone and we will email any resources or recommendations to you.

What if I don’t have a device that can connect to video?2023-05-19T17:06:02+10:00

We can still conduct support sessions over the phone if you are not able to connect to video. To minimise time wasted, if you haven’t been able to connect by 5 minutes into the session, we’ll give you a call.

If you would prefer or need a phone consultation please specify this when making a booking and we’ll call you at the scheduled time of your appointment and will be able to email resources and recommendations to you.

How do I book a coaching session in a different timezone?2023-05-19T17:04:40+10:00

You can book a video coaching session with our team, no matter which time zone you’re in.

You will need to select your time zone in the top right-hand corner of the online booking system or let our team know where you’re located, so that we can ensure you book in at a time that suits you. 

Once your client file has been updated to your time zone, all your appointment confirmation and reminders will be shown in YOUR time zone.

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