To update any information in your contract (such as address, telephone number, email address, etc.), send an email to nutrition_team@nutrium.com with the details that need to be changed.

Once we receive your request, you will be sent a contract addendum with the requested changes already made.

Yes, you can do this yourself within the Nutrium software. Go to “Your profile” and change your email address in the “Personal information” section. After changing and confirming your new email address, all important information and notifications will be sent to your new email address.

Access to Wellhub (formerly Gympass) is a corporate benefit offered by companies that grant this benefit to their employees. In the case of Nutrium Care, the professional's relationship is one of service provision. Furthermore, there is no direct partnership between the professional provider and Wellhub, since the contract is signed with Nutrium, not with the platform that offers the benefits.

As this is a benefit for employees hired directly by companies that offer Wellhub, it is not possible to provide this access to nutritionists who work as service providers in our network.

Yes, you can see patients of your nationality who live outside the country, as long as they have access to Nutrium Care locally - for example, if they are employees of companies that offer the benefit in different locations or international offices.

However, foreign patients are seen by local professionals who are part of the healthcare network in that country.

This is because, in order to practice in another country, the professional must be legally qualified to work there, presenting documents such as professional validation or registration with the regulatory entity of the destination country. In addition, it is necessary to consider fluency in the local language and cultural adaptation to the context of care in the new territory.

Yes, you can continue providing services, but there are some important points to consider:

To refer a colleague to participate in the Nutrium Care selection process, you can encourage them to fill out the form available at this link: https://forms.gle/mVjhff8UQHVLeF5b7

The selection process includes official contact from the Nutrium Care team via email or WhatsApp, interviews with team members, and participation in training sessions. After confirming that you have submitted your application, please wait for our team to contact you via email or WhatsApp.

The selection process is ongoing, but due to the high volume of applications, we are unable to set a deadline for when we will contact you. Please wait for our team to get back to you—submitting multiple applications may delay the process.

Depending on the issue, you may need to contact the Nutrium Care team through different channels. The most recommended ways to contact us are via email or private messages on WhatsApp. To ensure a faster resolution, please avoid using public channels, individual team emails, or means that are not appropriate for the nature of your question.

Check out the appropriate channels for each type of request below:

After the first 90 days of the agreement, either party can terminate the contract at any time, as long as they give at least 60 days' notice by email (Item 3a). Remember that payments for services provided up to the date of termination can only be made upon presentation of all tax documents.

​

In case you are unable to continue in the Program, you must:

Yes. Both the Form 6166, and the Form 21-RFI, form are annual documents and must be renewed each year.

If you continue participating in Nutrium Care, you will need to resubmit the updated documents at the beginning of each year, preferably in January, to ensure that payments are not delayed.

Please ensure that you fill in the dates correctly, indicating the corresponding months and years, as requested in each document.
​

If your profile has not yet been validated, simply go to “Your profile,” fill in all the fields, and request validation.

If your profile has already been validated:

The expertise form should only be filled out when you first start providing services on Nutrium Care. Filling out the form does not automatically change your expertise.

The Nutrium team is the only one allowed to make changes to areas of specialization. Please send your request via email (nutrition_team@nutrium.com), and you will receive an image showing how your expertise areas are currently organized.

You can indicate which changes you would like to make in response to the email, and we will modify your profile to reflect the new order of expertise you have indicated.

Nutrium evaluates the performance and quality of professionals based on objective metrics and qualitative criteria, aiming to ensure an excellent nutritional experience for Nutrium Care users.

The main indicators include:

In addition to these metrics, the following are also considered:

These criteria reflect our commitment to providing humane, efficient, and high-quality nutritional care.

You have access to an individual dashboard that allows you to continuously monitor the main quality indicators of the services provided on Nutrium Care. We recommend that you pay attention to your metrics and monitor them weekly.

Through the dashboard, you can view your progress and the experience you are providing to your patients. It offers permanent access to metrics and graphs updated in real time, allowing you to track results according to the time window of each metric. With the metrics dashboard, you will have:

If you have trouble accessing or understanding the information available on your dashboard, please contact us by email.

The report is sent at the beginning of each month, always referring to appointments carried out in the previous month. Holidays and non-business days may impact delivery, but in general, you should receive it during the first week of the month.

If you identify any inconsistencies (appointments that have not been counted, incorrect amounts, etc.):

Our team will check and respond as soon as possible so that you can issue the invoice correctly.

No. Nutrium requires the documents requested to comply with legal and tax obligations, as set out in section 8 of the contract you signed. This requirement is not optional and cannot be ignored, as it is essential for processing payments.

This requirement was communicated to you at the beginning of your selection process and is essential to ensure compliance with tax and contractual regulations.

Considering that you sent the invoice within five business days after receiving the email with the amount for your Nutrium Care appointments and follow-ups, payment is expected to be received by the last week of the same month, as stated in the contract.

Yes, it is possible! To do so, please notify us at least 5 days before the end of your subscription and check that automatic renewal is not enabled (automatic renewal is only available for international card payments). This way, we can apply credits corresponding to the amount you are owed for the services provided, adjusting the payment according to the difference, if applicable.

If the amount you are owed is less than the price of the plan you have chosen, the credits will be applied to your account, and you will need to subscribe manually, paying the difference.

On the other hand, if the amount you are owed is higher than the price of the plan, the Nutrium team will assign the subscription according to the selected plan (monthly or yearly). The difference will be paid as usual via bank transfer within the established deadlines.

To request this, send an email to nutrition_team@nutrium.com, informing us of the desired plan (monthly or annual), so that we can process your subscription in the Nutrium software.

The invoice must be sent in response to the email you received with the monthly rates or directly to the following email addresses: payments@nutrium.com and nutrition_team@nutrium.com.

In case you need to change your bank details, please inform us by email at payments@nutrium.com and nutrition_team@nutrium.com. In the email, please send your new bank details, the reason for the change, and proof of account ownership.

It is important to keep in mind that you should not change your bank details directly on the invoice without prior formal notice, as this may cause issues with payment processing.

Only the highest-value service performed during the month will be billed. For example, if a patient exchanged messages and also had an appointment during the same month, only the appointment will be considered.

No, appointments that are not carried out are not considered for payment purposes in Nutrium Care. According to the contract, Nutrium only pays for appointments that are successfully carried out and registered on the platform.

In other words, it is important to correctly register appointments carried out in the system to ensure payment.

Appointments in which the patient does not show up (no-show or last-minute cancellation) are not paid for and should therefore be marked as “cancelled” in the Software.

The amount for each of these extra activities can be found in the contract, if available, or in what was agreed and formalized with the team. You should send a separate invoice for those services.

The first appointment is expected to last 1 hour, with a natural variation of up to 20% (i.e., between 48 and 72 minutes).

Follow-up appointments last 30 minutes, also with a variation of up to 20% (between 24 and 36 minutes).

No. The appointment duration should not be changed in the agenda, even if the actual appointment time is shorter; the same applies to return appointments.

If the appointment ends earlier than expected, the professional can use this time to:

Maintaining standard appointment times is important to ensure that appointments are organized, contractual requirements are met, and the patient experience is of high quality.

Scheduling follow-up appointments is a good practice to be carried out during the first appointment (and the following ones), in order to ensure patient follow-up. In other words, the professional can, and should, schedule a follow-up appointment.

The ideal interval for a follow-up appointment may vary depending on the clinical case, the goals set, and the level of support each patient requires. In general, it is recommended that follow-ups take place 30 to 45 days after the initial consultation, allowing enough time for the patient to apply the guidance received and for the professional to assess initial results.

With Nutrium Care, patients are entitled to one consultation per month. In cases that require closer follow-up, the interval between appointments can be less than 30 days. However, it's essential to ensure that both consultations do not occur within the same calendar month (between the first and last day of the same month).

For maintenance cases or stable follow-ups, appointments every 2 to 3 months may be sufficient.

Regardless of the situation, it's important to maintain transparency and clear communication with the patient about the reasoning behind the chosen follow-up interval.

Nutrium Care patients on the standard plan — including those linked to Wellhub or partnered companies — are entitled to one consultation per month, with no time limit on the duration of each session. This means patients can schedule monthly consultations as long as they maintain access to the benefit.

Nutrium’s system has a minimum advance notice of 6 hours for appointments. Because of this, patients may not see same-day time slots even if you have availability.

If you’re in contact with the patient through another channel (such as WhatsApp or email), advise them to request the earliest available time slot in the app. Once the request is submitted and accepted, you can manually edit the appointment to match the agreed date and time.

Yes, patients can book their follow-up appointments directly through the app. Whenever they don’t have a future appointment scheduled, they’ll be reminded on the app’s home screen to book their next session.

However, whenever possible, we recommend that the follow-up appointment be scheduled during the consultation, together with the professional. This approach offers several benefits, such as:

This practice also supports stronger adherence and retention throughout the nutritional care process.

It is normal for there to be variations in demand for appointments throughout the year, influenced by factors such as seasonality, long holidays, and the political and cultural contexts of each country.

As stated in the contract, there is no guarantee of stability in the volume of consultation requests in all months, as demand may vary for a number of reasons, including patients' free choice and the ranking of professionals in the app, which is based on an algorithm.

However, to optimize your number of appointment requests, you can:

Professionals who maintain good indicators and an attractive profile tend to appear at the top of search results, which increases visibility and, consequently, the number of appointment requests.

The visibility of professionals on the app is determined by an algorithm that considers eight main categories. This algorithm is only applied to the app version, as the web pages are only for viewing profiles and are not used for scheduling appointments.

*These categories are currently disabled for studies and iterations in the algorithm.

The error occurs because only the Nutrium Care location is registered within the software, and this location is exclusive for patients with the benefit, which means that it cannot be accessed publicly on the web.

In order for patients to schedule with you, they will always need to do so through the app, where they can search for you and schedule an appointment.

The scheduling link can be useful if you want to use it with private patients, allowing you to register specific locations and services so that patients can schedule directly with you. You can find more information in this article.

First, you should check if your schedules, consultation locations, and services are set up correctly in "Your Profile" in the software.

In case you are still having difficulties, please check if the patient is searching for you correctly by typing your name as it appears on your Nutrium profile in the app's search bar. If the problem persists, the patient can contact us at help@nutrium.com so we can help solve the issue.

If the patient is facing scheduling errors or is having difficulty understanding the process, they can contact our team directly by email at help@nutrium.com.

Alternatively, you can help us by sending:

With this information, the team will be able to intervene and manually request the appointment.

This may occur because the patient may have canceled the appointment request. The email is sent instantly, but the software is always updated in real time, so the request may have already been canceled by the time you saw it. If the appointment has been canceled, the request will automatically disappear when you refresh the page or after a few hours.

The patient may have canceled the appointment request before you accepted it. If this happens, please contact support and provide the patient's email address so we can confirm what happened. If the appointment has been canceled, the request will automatically disappear when you refresh the page or after a few hours.

In the “Company” field of the appointment request, you can identify the source of the patient's benefit. A label with the company name will also be added to the patient's profile:

In all cases, patients are entitled to one appointment per month at no additional cost and may have appointments every month for as long as they have active benefits.

You must accept appointment requests within 24 business hours - i.e., the deadline does not include weekends, holidays, or after-hours periods. Even if the appointment is scheduled for a few days later, it is best to accept it as soon as possible to ensure a smooth process and a positive experience for the patient, as the request will expire one hour before the appointment time if it is not accepted.

Whenever a new request is made, Nutrium sends an email notification. It is still recommended that you access the system periodically throughout the day to check for new requests. For added convenience, the software can be accessed through your mobile browser, allowing you to accept requests even when you don’t have a computer with you.

If you received an appointment request at 11 p.m. and, when you checked in the morning, it had already expired, it is likely that the patient scheduled it for a time that was too close. Remember that requests expire automatically 1 hour before the appointment time if they are not accepted. It is also important to know that the minimum advance notice for scheduling is 6 hours. Therefore, the patient may have been able to schedule during the early hours of the morning (such as 5 or 6 a.m.). Accepting requests quickly improves the patient experience and avoids the risk of automatic expiration of the appointment. Therefore, we recommend:

Always accept appointment requests, even if you need to suggest a new time—this helps maintain the bond with the patient (since you can contact them via messages on the app) and avoids frustration. However, unforeseen circumstances may arise. In these cases:

If there is still time:

If there is not enough time to reschedule with the patient:

Remember that rejection should be the exception, as it impacts your performance metrics and causes you to lose this potential patient.

To fix this, go to your Nutrium profile (top right corner) and make sure that Nutrium Care services (like first appointments and follow-ups) aren't linked to other locations.

If you want to avoid this in the future, uncheck all locations and just keep Nutrium Care active. This will make sure appointment requests are sent to the right place.

Simply creating an event does not automatically block your schedule. To ensure that you do not receive requests during that time, you must select the “block schedule” option when setting up the event. Make sure you select that option to block the calendar.

If the patient's request falls outside your area of expertise, you can refer them to other professionals who are better suited to address that need. We recommend suggesting at least two nutritionists to give the patient some options. You can check our referral list in the WhatsApp Community or ask in the most appropriate group (Patient Referrals).

In the event of an unforeseen circumstance that prevents you from seeing your scheduled patients, you must contact them as soon as possible to explain the situation. If you need assistance managing your schedule, please contact our support team via email (nutrition_team@nutrium.com).

In case of unforeseen circumstances, it's important that you notify us as soon as possible via email at nutrition_team@nutrium.com to help minimize the impact on scheduled appointments. This way, we can assist you in managing your bookings and ensure patients are informed properly.

Your profile can also be temporarily hidden to prevent new appointment requests that you won't be able to accept.

​

Requesting the patient’s phone number is optional during the registration process in the app. You may ask for their phone number, but you should not make the consultation conditional upon receiving this information. Patients have the right to refuse to provide it and must not be treated differently because of that choice.

It’s essential to always ask for the patient’s permission and clearly explain the reason for requesting their phone number (e.g., to send appointment reminders or follow-up messages). You must also ensure that all procedures related to the handling of personal data comply with the General Data Protection Regulation (GDPR).

Respect for privacy and ensuring that there is no undue exposure of the patient must always be prioritized. The use of any image or information must comply with the GDPR, and the ethical guidelines of the profession are the sole responsibility of the professional.

Any kind of social media post requires the patient’s explicit consent, with a clear explanation of the purpose of the post. Professionals must follow the regulations of the Federal Council of Nutritionists and the Code of Ethics and Conduct for Nutritionists, which provides guidance on sharing such images and prohibits the posting of 'before and after' photos of patients.

You may request that the patient send photos for assessing body composition and progress, as long as this is done voluntarily and with the patient’s consent, in compliance with the General Data Protection Regulation (GDPR), and as part of their nutritional treatment.

You must always clearly explain the reason for requesting the photos and how they will be used and stored (within Nutrium, in the client’s Files section, in a secure manner).

It is essential that professionals follow the regulations of the Federal Council of Nutritionists and the Code of Ethics and Conduct for Nutritionists, which guide the use of such images on social media and prohibit the sharing of 'before and after' photos of patients (Article 58).

After finishing the consultation (by clicking the “end” button within the software), the patient is invited to evaluate you through the Nutrium mobile app. On the home screen, a pop-up with your photo appears for this purpose. The evaluation can be submitted up to 7 days after the consultation. For more details on how the evaluation works, you can consult this article.

There is no specific link for the evaluation. The patient is encouraged to provide feedback directly through the app by accessing the pop-up on the home screen each time you finish an appointment.

At the beginning, when a professional has few reviews, Nutrium applies a "baseline" rating of 4.5 as a reference. This is done to avoid showing a zero score. This "baseline" rating gradually loses weight as you receive more reviews, reflecting the actual ratings from patients. Therefore, it is normal to see this difference initially. As you accumulate more feedback, your rating adjusts to reflect the real reviews. That’s why we emphasize the importance of asking patients to rate your consultation after their appointment to help build your score.

If you receive a negative review, whether anonymous or not, avoid confronting or directly questioning the patient about the reasons. Consider checking the comments to identify opportunities for improvement. After a few days, it’s appropriate to send a message to understand the areas the patient believes could be improved, thus promoting continuous improvement.

There are no restrictions on using WhatsApp to send appointment reminders. However, it is important to ensure that the patient is aware of and consents to receiving messages through this channel, including requesting authorization to send messages via WhatsApp if necessary.

Please note that for payment purposes, “message exchanges” are only counted when they occur through the Nutrium app (if there are no nutrition consultations scheduled in the same month).

To ensure quality service, we recommend using video conferencing platforms such as Google Meet and Zoom (widely used by the general public and integrated with Nutrium, generating links automatically), Microsoft Teams, or Whereby.

You can send the video call link through other channels such as WhatsApp or email. To do this, simply go to the appointment in your schedule, copy the video call link, and paste it into the message intended for the patient. This is a useful alternative when the patient has difficulty accessing the link directly through the app.

We do not recommend conducting appointments via WhatsApp, as the platforms integrated with Nutrium have security certifications that ensure the privacy and confidentiality of patient information.

While WhatsApp can be useful in some situations, it does not offer the same level of data protection required for professional care.

WhatsApp may only be used in exceptional cases, such as technical problems or inability to use the appropriate platform (Google Meet or Zoom), and should not be used as a regular means to conduct appointments.

Asynchronous care — conducted only through messages — is a feature available in Nutrium Care. However, we recommend that at least the first consultation be held for a more complete assessment of the patient, goal setting, and development of a personalized care plan.

Depending on the case, ongoing follow-up through periodic consultations may be necessary. Patients are entitled to one consultation per month, but this is not mandatory - the interval between consultations can be adjusted according to need, for example, every 2 or 3 months.

During periods without consultations, messaging is a valuable tool to maintain follow-up, clarify doubts, reinforce guidance, and ensure continuity of care.

Although appointment confirmation through the app is a feature available, many patients attend their appointments even without clicking the confirmation button. Therefore, it is not recommended to cancel an appointment solely due to the lack of confirmation.

It is advised to contact the patient by message between 5 to 1 days before the appointment to confirm the scheduled time and provide any necessary instructions. At this time, you can also reinforce the importance of attending or, if needed, reschedule the appointment for a later date.

No. The pre-appointment questionnaire is a support tool, but can be completed during the consultation itself, together with the patient during the anamnesis. Failure to complete the questionnaire does not justify canceling the appointment.

In case of a last-minute cancellation (requested by the patient via message), you should cancel the appointment in Nutrium, indicate the reason in the questionnaire within the software, and then contact the patient via message, showing empathy, trying to understand the reason, and offering to reschedule the appointment. The same procedure applies if the patient cancels the appointment directly through the app.

If cancellations or no-shows become frequent, discuss with the patient the importance of scheduling and giving prior notice to avoid affecting other patients.

If the patient does not show up within the tolerance time (usually 5 to 15 minutes), try to contact them via message in Nutrium, WhatsApp, or phone call, informing them that you are waiting for them to join the video call.

If there is no response, send a message explaining that, due to their absence, the appointment will be canceled and that you are available to reschedule. If possible, try to understand the reason for the absence and emphasize the importance of notifying in advance and honoring the appointment.

If the appointment does not take place, you should cancel the appointment in Nutrium and indicate the reason in the questionnaire within the software.

If you forget to click “start” or “end” during the appointment, access the appointment as soon as you remember and record these actions. It is important that the buttons are clicked at the correct times, but if the consultation took place normally, this manual correction helps keep records updated and allows the patient to evaluate the service.

If you accidentally ended the consultation, contact the support team by email and provide the patient’s email so the report can be adjusted.

Be aware: if the patient has already seen the evaluation card, they can rate the consultation, including negatively, and this rating cannot be reversed.

If the person attending the appointment is different from the registered account holder, you should cancel the appointment. Explain to the patient that, according to Wellhub’s terms of use, only the account holder can use Nutrium services, and account ownership is non-transferable. Therefore, if they want a consultation, they must activate Nutrium with their own Wellhub account and request a new appointment.

Under no circumstances may the medical record data be updated to reflect information from a person who is not the account holder.

You can share Wellhub’s terms and conditions with the patient and advise them to contact support at help@nutrium.com for more information.

If the appointment is for a young child (pediatric age) and the account holder wants specific guidance for the family (such as maternal-infant nutrition, breastfeeding, or complementary feeding), you can create a new profile for the child in Nutrium to perform specific calculations and provide guidance. The service will be provided to the adult account holder, but the focus will be on advice for the child, and only the account holder will have access to the app.

If the child is a teenager or adult, the consultation cannot be conducted because account sharing violates our Terms and Conditions as well as Wellhub’s terms of use. Therefore, consultations must be for the account holder. If children need care, the parent should access their own Wellhub account, activate Nutrium, and request a consultation for each dependent.

If you encounter this situation, inform the patient that consultations must be for the account holder and that children must have their own Wellhub accounts with Nutrium activated to receive care.

If the patient has questions or needs more information, suggest they contact us at help@nutrium.com.

Yes, you may use pre-appointment questionnaires created on other platforms (e.g., Google Forms), as long as they are not linked to competing software. You can send the custom questionnaire link in the appointment confirmation message, for example.

Note: In this case, remember not to select the option to automatically send Nutrium’s standard questionnaire, to avoid the patient receiving and having to answer two different questionnaires.

Yes, it is possible to send the Nutrium pre-consultation questionnaire link through other channels such as WhatsApp or email. To do this, access the messages section in Nutrium and locate the automatic message sent to the patient containing the questionnaire link (you can use filters with the patient’s name). Copy the link and send it through the desired channel.

This alternative is useful if the patient has difficulty locating the link directly in the app. Remember that the questionnaire can only be answered once. If the patient has already submitted answers or you have filled in any field, it will no longer be possible to edit it.

The patient cannot record the appointment without the prior consent of the nutritionist. We fully understand the discomfort this situation may cause, and we emphasize that using any technology for this purpose should always involve free and informed consent.

Currently, online meeting recordings can occur via various tools, including software that uses artificial intelligence for automatic transcription, audio or video recording, among other methods. Many of these technologies are integrated into corporate environments and may be installed on patients’ computers involuntarily, especially when they use work equipment to attend consultations.

Therefore, whenever you identify or suspect the use of these tools during or after the appointment, please inform us immediately. This way, we can provide proper guidance and take appropriate measures.

If unauthorized recording is confirmed, our suggested actions are:

Recording a nutrition appointment is not recommended without the patient’s prior and formal consent, regardless of the tool used. The consultation is a confidential exchange of personal and health information protected by ethical and legal standards, such as professional confidentiality and the General Data Protection Regulation (GDPR).

Recording, even for documentation purposes, can be perceived as a violation of the patient’s privacy, especially if the patient is not fully aware or has not authorized the procedure. Moreover, the act of recording, even if not shared, can cause discomfort and harm the trust between professional and patient.

If there is a genuine need to keep a record, it is best to discuss it with the patient beforehand, clearly explain the reason, how it will be stored, and ensure they provide free, informed, and documented consent.

You should request only the information strictly necessary for nutritional monitoring and store it securely within Nutrium. Additionally, it is essential to comply with our privacy policies, proper data use, and local regulations governing nutrition practice in your country.

No. Although most data protection legislation establishes that data should be kept for the minimum time necessary, this period must take into account the reasons why the nutrition professional needs to process the data, as well as any legal obligations to retain data for a certain period (for example, national labor, tax, anti-fraud, ethical, or other regulations).

Patient data must be preserved in accordance with the ethical and legal standards of the profession and applicable data protection laws. Additionally, deleting data may cause technical issues if the patient returns in the future, whether with the same professional or another.

You should not delete those appointments. Keeping this information in the software is important for the professional to track service metrics (retention, cancellations, and no-shows) and for us to identify cancellation patterns by patients and improve the service based on this data.

If a patient explicitly requests the deletion of all their data, you must proceed with deleting the patient’s profile from the software. This request may be based on the General Data Protection Regulation (GDPR) or any other applicable data protection legislation.

If the Nutrium team contacted you with this request, it is because the patient sought support directly from us, based on the General Data Protection Regulation (GDPR) or any other applicable data protection legislation. In these cases, follow the instructions provided to ensure the data is deleted securely and according to the patient’s request.

The briefcase icon and the tags with the company’s name (e.g., Deel, Gympass/Wellhub, Prio, Trial, etc.) next to "Nutrium Care" indicate that the patient is linked to Nutrium Care. Therefore, all interactions with this patient, such as appointments and messages, will be counted towards compensation as Nutrium Care. Even if the patient’s location shows as "all locations," the actions performed with them will be treated as part of the Nutrium Care service.

The meal plan, regardless of the agreed format (with recipes, calculated, qualitative, etc.), must be sent within 5 calendar days after the appointment. The deadline should always be met and communicated to the patient during the appointment.

However, keep in mind that quick delivery of the plan is a factor in the patient’s evaluation. Ideally, it should be sent in less than 5 days.

Yes. The plan can be sent at any time before the deadline communicated to the patient, including immediately after the consultation if it’s ready.

Notify the patient as soon as possible via message, explaining the unforeseen event and the inability to send the plan within the agreed deadline.

Provide a new delivery deadline, which should not exceed 2 days beyond the original 5-day limit (a maximum of 7 days total), and apologize for the inconvenience.

If the delay is due to a permanent or urgent situation, contact the Nutrium Care team by email as soon as possible to ensure proper follow-up with the patient.

Yes. If the appointment was conducted, all deliverables, including the meal plan, must be provided as agreed with the patient. However, if the patient lost access to the benefit and can no longer access the app, the delivery should be done through an alternative method. You can send the meal plan via email using Nutrium’s “notify by email” feature in the messaging section.

There is no problem adopting qualitative approaches in the meal plan. You can always choose the most appropriate approach based on the patient’s needs and context. However, it is important to discuss with the patient the rationale behind the chosen approach and ensure that the patient is comfortable and aligned with it.

Therefore, you can provide the meal plan according to the approach you consider most effective and aligned with the patient’s needs and preferences.

It is worth noting that the plan should be written in the Notes field of the Meal Plan or Recommendations in Nutrium, and you should explain to the patient where to find this information in the app. If necessary, you can also provide the plan as a PDF via email.

Currently, Nutrium does not offer an integrated digital signature feature.

For documents such as biochemical exam requests, supplement recommendations, or specialized nutrition guidance, we recommend using the free digital signature with authentication via gov.uk, which provides legal validity and security. You can learn more about how to use it here.

No, this information is visible only to the nutritionist, as is the client’s file section. In the app, the patient can only see:

No, just like the appointment observations, the appointment notes are only visible to the nutritionist when opening the appointment.

The patient does not have access to this information, so all instructions related to the appointment should be sent via message.

If you added the meal plan in step 5 – Meals, it should be available to the patient in the Meal Plan section of the app (fork and knife icon). The content syncs in real time, but if the patient reports not being able to view it, follow these guidelines:

If after these steps the plan is still not visible, advise the patient to reach support at help@nutrium.com.

Meanwhile, send the meal plan through another method (e.g., PDF) to ensure the patient has immediate access to the recommendations.

Nutrium access is only available to Wellhub clients with Silver or higher-tier plans.

If the person is using a lower-tier plan (such as Basic or Digital), they will not be able to activate the Nutrium app.

To access the benefit and schedule consultations, they must upgrade to a Silver plan or higher directly through Wellhub.

The “expired subscription” message means that the patient no longer has active access to the Nutrium Care benefit, due to one of the following:

In these cases, you cannot start the consultation, as the patient’s access has been automatically suspended. The appointment will be automatically canceled 3 days before the scheduled date if the status remains unchanged.

If the patient believes they should still have access, they should check their plan status with Wellhub or their employer and contact support at help@nutrium.com.

Appointments are automatically canceled 3 days before the scheduled time if the patient’s status is marked as “expired subscription.”

However, once you notice a status change, you should:

If a patient experiences technical problems using the app, they should contact our support team at help@nutrium.com.

To resolve the issue faster, instruct them to include:

This usually happens when a patient loses access to the benefit.

For example, if they used Nutrium through Wellhub and:

They will automatically be logged out of the app. Access will only be restored once they reactivate a compatible plan, such as Silver or above, on Wellhub.

If they’ve already renewed their plan but still can’t access the app, they should follow the instructions shown on the Nutrium app login page.

If the issue persists, they should contact support at help@nutrium.com, including proof of renewal (email, user ID, and plan type).

No. Currently, the program is only available through partner companies. If they’re interested in continuing, they can refer someone from the HR department of their new employer by filling out this form, and we’ll reach out to present the program.

Yes, they may continue using Wellhub and accessing Nutrium under these conditions. The patient should contact Wellhub support for more details.

Conditions for continued Wellhub access:

If all these conditions are met, the plan will renew automatically, including for any dependents already added. If the account holder’s plan is canceled, it won’t be possible to start a new plan or keep dependents on the account.

If a patient wishes to continue care with you directly, they need to email help@nutrium.com, requesting to keep the same email address for future appointments. The Nutrium Care team will then unlink the email from the benefit program so that they can continue treatment with you independently.

When responding to the patient, be sure to explain the terms of private care, including that all details such as fees, frequency, goals, and other service conditions must be agreed upon between you and the patient and are not the responsibility of Nutrium Care.

​

Yes, you may send eBooks, handouts, and informational materials, but it's important not to charge for these extras, since the patient receives the benefit free of charge. You may use your own materials or those available through Nutrium Academy.

You can suggest participating in challenges organized by you outside of the platform, as long as it’s appropriate and of interest to the patient. However, ensure that there are no additional costs to the patient, since Nutrium Care is a free benefit.

Also, clarify that this is an independent initiative and not affiliated with Nutrium Care.

No. You may not sell additional services or materials, such as body composition analyses (BCA), courses, or eBooks, to Nutrium Care patients. All services must be delivered under the terms of the program, without extra charges.

Although conducting in-person assessments such as bioimpedance is not permitted by Nutrium Care, you can suggest that the patient seek these services elsewhere, outside the platform, for example, at pharmacies or gyms. Remember that these services should not be charged for or directly related to Nutrium Care.

Nutrium Care offers online services only. Nutrium Care does not allow in-person appointments or offer additional services at an extra cost to the patient.

If the patient requests an in-person appointment, you can refer them to seek in-person care outside the platform, informing them that this type of appointment is not included in Nutrium Care.