Frequently asked questions - My Wellbeing Hub

Q: What is the Smokefree Norfolk digital self-service ‘Be Tobacco Free’ programme?

A: Be Tobacco Free is a digital support platform that aims to support you to make long-lasting behaviour changes and use practical tools to quit tobacco and lead healthier lives. The programme sits within MyWellbeingHub can be accessed 24/7 so support is always available, regardless of time or location. The convenience of accessing resources and support from a smartphone or computer fits easily into daily life, increasing the likelihood of a successful quit.

Q: How does the Be Tobacco Free programme work?

A: Through our 12-week digital programme on MyWellbeingHub, you will receive evidence-based information and guidance, videos, and questionnaires with interactive features that guide you through the process of planning, stopping, and sustaining a tobacco-free future. With the combined support of both virtual and remote coaches, you will receive the motivation and encouragement needed for long-term success. Our virtual coach will guide you through the programme which is divided into two sections:

• Weeks 1-6:

  Focus on becoming tobacco-free

• Weeks 7-12:

  Focus on maintaining a tobacco-free lifestyle

For additional support, our Stop Smoking Coaches will arrange regular check-ins with you to talk about progress and will also arrange access to your required nicotine treatment products or a vape to help with your quit.

Q: What other features are in MyWellbeingHub?

A: In addition to the programme, you'll have access to other features within the hub. Take our wellbeing quiz, explore our content library full of useful advice and articles, or discover additional support through our signposting pages. You can also message a coach or our technical team as and when you need help.

Q: Can I track my progress?

A: Yes, the programme includes tools to track your progress, such as logging your smoke-free days, monitoring cravings, and setting goals. You will receive a weekly Achievement Checklist to download, which helps add structure to the programme. The smaller achievements each week are split by difficulty — bronze, silver, and gold — supporting you in completing your goals.

Q: What coaching support will I receive?

A: You will be provided with both virtual coaching and remote coaching support.

1. Virtual coaching: Each week, you will access pre-recorded videos from our virtual coach, who guides you through the programme and adds a personal touch, making you feel supported and accountable

2. Remote coaching: You will be assigned a NCSCT Certified Coach. Throughout the programme, you will receive remote contact from a Coach who can help them with any challenges, treatment, adverse effects or symptoms and provide general support throughout the programme.

Q: What if I need help during the programme?

A: You can communicate with Programme Support Services (PSS) and Coaches or raise any technical questions using the chat function in the hub. The chat feature can be found at the top right of the page.

If you are feeling unwell we urge you to contact your GP or NHS 111, in the event of an emergency call 999.

Q: How do I sign up for the Be Tobacco Free programme?

A: You can sign up by visiting our website Get Started | Smokefree Norfolk. Simply complete the online form and one of the team will be in touch to sign you up. Your GP or healthcare provider can also sign up on your behalf Refer your patient | Smokefree Norfolk.

Q: Is there a cost to join the Be Tobacco Free programme?

A: There is no cost to join the Be Tobacco Free programme.

Q: Am I eligible to join Be Tobacco Free programme?

A: You need to be over 18 years-old and live in Norfolk or registered with a GP in Norfolk to join the service. If opting for the self-service Be Tobacco Free programme, it is important that you have access to a mobile device, desktop or laptop with internet access and feel self-motivated to quit tobacco.

Q: What do I need to get started?

A: All you need is a device with internet access. The programme is accessible via web browsers and mobile applications. Once signed up, we will send you all the details you need, via email, to log into MyWellbeingHub.

Q: What if I forget my password?

A: You can reset your password on the login screen. For further problems you will need to contact the team on 0800 0854 113.

Q: What if I have technical issues with the Be Tobacco Free programme?

A: If you encounter any technical issues, raise any technical question using the chat function in the hub. You can attached images to the chat so ensure you provide as much information as possible. Once the technical team receive your message they will conduct an investigation and message you back with an outcome or further advice.

Q: Is my personal information secure?

A: Yes, we take your privacy seriously. All personal information is stored securely and is not shared with third parties without your consent.

Q: Am I able to customise my view whilst on the Be Tobacco Free programme?

A: Yes, MyWellbeingHub is compliant with WCAG2.1 and is optimised for accessibility and inclusivity. You’ll also have access to the UserWay widget that will help to make the hub and content more accessible and user-friendly for a diverse range of users. This includes Screen reader, Contract Adjustment, Smart Contrast, highlighting links to make navigation easier, Increase font size, customise text spacing, pause animation, hide images and dyslexia-friendly fonts.

Q: Is the Be Tobacco Free programme safe to use?

A: Yes, the programme is designed by health professionals and follows evidence-based practices to ensure your safety and wellbeing. The Be Tobacco Free programme follows the National Institute for Health and Care Excellence (NICE) Guidelines for Tobacco Cessation and is aligned with the National Centre for Smoking Cessation and Training (NCSCT) Standards, ensuring our methods are effective and up to date.

Q: What if I experience withdrawal symptoms?

A: The programme provides information on managing withdrawal symptoms and offers tips and strategies to cope with them. You will have a regular check in with one of our coaches throughout who will help you further with withdrawal symptoms, alternatively you can message a coach using our chat function at any time.

Q: Can I use the Be Tobacco Free programme alongside other smoking cessation methods?

A: Yes, the programme can be used in conjunction with behaviour change techniques other methods such as nicotine replacement therapy (NRT) or prescription medications. Your coach will talk you through combining treatments within your first session.