FAQs about Vida's Live Call Review

Frequently Asked Questions for Vida's Live Call Review

Who may review my Info?

Your direct provider (coach, therapist, registered dietitian, or diabetes care and education specialist), their direct supervisor, and the specially trained Vida Quality team may hear or see your information during live call monitoring. The following areas may be included:

• Demographic information, such as job or education
• Progress notes
• Wellness plans

Is my information shared? With who?

Your info may be reviewed by your provider with their supervisor and/or the Vida Quality team. 

What if I want to opt-out?

You may opt-out of having a specific call or any call be part of Live Call Review. Simply tell your provider your request. For example, you may have a session in which you will share the info you want to be sure ONLY your provider hears. For that session, tell the provider to please notify the Vida Quality team to not listen live to this specific call. If you are not comfortable with ANY of your calls being part of Live Call Review, please say that and you will be added to a “do not listen” list that lets the Vida Quality team know to never listen live. 

How often does live review happen? 

Live Call Review takes place each month, at random, for certain providers. That means that not all calls are reviewed. There is a chance that your specific calls will never be reviewed. Every provider will be reviewed at some point throughout the year for quality.  

Will I know it's happening?
You will hear from your coach during your first session that Live Call Review may happen. Otherwise, there is no alert about Live Call Review, so your time with your coach is not interrupted.

If you have any issues, please contact Vida's Quality Assurance Department at qavida@vida.com