Frequently Asked Questions

Get answers to common questions about mHaven.

General Information

1. What is the difference between mental health and mental well-being?

Mental illness is a common affliction, but mental health is universal. Mental health is not just the absence of mental disorder, it is something that is on the continuum, rather than just being mentally ill or mentally well. According to the World Health Organisation, ‘Mental Health’ is defined as “a state of well-being in which every individual realizes his or her own potential, cope with the normal stresses of life, work productively and fruitfully, and make a contribution to her or his community”. Hence, our use of the term ’mental well-being’ hopes to reflect the relatability, accessibility and empowerment of mental health.

2. Why is there a stigma surrounding mental health/mental well-being?

Stigma around mental health exists primarily due to low mental health literacy and awareness. A common misunderstanding around mental health where those with mental health concerns are perceived to be weak, helpless or even violent — this is certainly not the case. Everybody faces mental health concerns, albeit to varying degrees. Having a better understanding of what affects mental health and well-being, and how we can support ourselves and others will help fight such stigma.

3. How do I recognise a mental health problem?

Some signs that you can look out for in others are a change in i) physical appearance, such as when one puts in less effort in personal grooming, ii) social interactions, where one has an unwillingness to communicate, seems withdrawn and avoids social situations with others, and iii) emotions, where they lack control of the emotions that they display to others, may have outbursts of mood swings and can get easily frustrated.

4. What are some common mental well-being concerns that can be caused by stress at work?

One of the key concerns we see often from chronic stress at work is burnout. Burnouts occur gradually, and are hard to detect. Chronic stress might also lead one to feel increasingly negative, angry, and irritable. This may drive avoidance behaviour and reduce professional efficacy and motivation. If not properly managed, they can escalate to more severe mental health issues such as depression or anxiety.

5. What are some factors that promote mental health in the workplace?

There are a multitude of different ways to promote better mental health in the workplace. Everyone is accountable for the well-being culture at work— it begins by understanding the opportunities and needs of individual employees, spreading awareness on the different sources of support, and fostering a healthy working environment.

6. How can we improve mental well-being in companies in the long-run?

mHaven works closely with companies and will provide in-depth reporting and analytics. By providing such insights into the health and well-being of users, companies can identify key risk areas and target them specifically for improved outcomes.

Product Enquiries

1. Who can access mHaven and how can I register for an account?

mHaven is currently available for our partners only. Please check with your employer if they currently have a partnership with mHaven. Companies that have a partnership with mHaven will provide a unique identifier code (UPID) that employers can use to sign up for an account.

2. Which countries will mHaven be available for download?

mHaven is currently available in Singapore and Hong Kong. Users will be required to set the country in their AppStore and PlayStore to either one of the countries mentioned.

3. What is the research backing the Personality Quiz, the Mental Well-Being Quiz, and the Personality Types featured in mHaven?

Both our personality and mental well-being assessment tools are clinically validated assessment tools to ensure credibility. To assess your personality type, we have adopted a research-backed questionnaire to give us a rundown of exactly who you are. Based on the selected rating on each question, users will be segmented into a unique personality type. Our mental well-being quiz is a clinically-validated tool measuring a person's mental state by assessing the presence of depressive and anxiety-related symptoms. Trusted by clinicians and researchers alike, this widely-used questionnaire will give us an indication of how the user has been doing over the last 2 weeks efficiently and accurately.

4. Why do I need to conduct both the Personality Quiz and the Mental Well-Being Quiz?

The two quizzes assess two different constructs — the first one being your personality and the second being your current state of mental well-being. Taken together, the quizzes are able to holistically assess your mental state, and allow us to provide the content best suited to you.

5. What is the frequency for taking the quiz?

For the Mental Well-Being Quiz, we recommend users to take it once every two weeks. For the Personality Quiz, we recommend users to take it once every three months.

6. How do I report an issue found in the app?

To report an issue, users can go to the in-app's Profile page, go to General/About App and click Report App Issue.

7. How can I reach out to mHaven team for enquiries that are not listed on the FAQ page?

For other enquiries, you can reach us out via the in-app's Profile page, go to General/About App and click Report App Issue.

Coaching Enquiries

1. What is mHaven behavioural health coaching?

mHaven connects users with behavioural health coaches who offer goal-oriented coaching or assistance with proactively managing day-to-day problems and stressors. The Behavioural Health Coaching feature is primarily text-based and set in a safe, secure environment. Every user and their coach work together to help them reach their mental well-being goals.

2. What is the difference between behavioural health coaching and therapy?

Different from therapy, Behavioural Health Coaching focuses on the present and what a user wants to accomplish in the future. Behavioural Health Coaching empowers the user to proactively take care of their mental health for their personal and professional development through ongoing upkeep.

3. Is mHaven behavioural health coaching suitable for me?

Whether a user is looking for professional support to deal with daily stressors, or guidance for personal development, mHaven's Behavioural Health Coaching feature helps users achieve their well-being goals, with the exception of the following users:
• Those who have thoughts of hurting themselves or others
• Those in an urgent crisis or an emergency situation
• Those who have been diagnosed with a severe mental illness, or have been advised to be in psychological supervision or psychiatric care

4. How are mHaven behavioural health coaching services delivered?

mHaven Behavioural Health Coaching feature is in-app and message-based. Users can securely exchange messages with their behavioural health coach at any time, from anywhere — eventually building a longstanding alliance with their coach to achieve their well-being goals.

5. Who are the behavioural health coaches on mHaven?

mHaven behavioural health coaches are passionate about supporting user's mental well-being. All coaches are trained and experienced in behavioural guidance, as well as in health, wellness and mental health fields. They are also adept at core coaching skills to help users achieve their goals.It is important to note that our coaches are not therapists. If something comes up that falls outside the support our coaches are able to provide, they will assist the user in finding the appropriate level of care.

6. What time will mHaven behavioural health coaching be available?

Our coaches are available from Mon - Fri 11:00 am - 8:00 pm SGT/HKT, except for public holidays. Click here to learn more about our operational hours.

7. How quickly should I expect a response from my behavioural health coach?

Our behavioural health coaches will attend to every user as soon as they can with personalised guidance. During working hours, the maximum response time is 5 hours. During non-working hours, our coaches will respond on the next working day.

8. Can a user request for a specific coach?

At this time, users are unable to request for a specific behavioural health coach.

9. Are users able to book sessions with a behavioural health coach in advance?

At this time, users are not able to book sessions with a behavioural health coach in advance. However, the coaches are available Mon-Fri, 11.00am to 8.00pm SGT/HKT — user and coach are encouraged to find a suitable time within business hours based on the user’s goals and action plan.

10. What can behavioural health coaches help a user with?

Users can speak with their behavioural health coach about any topic under the broad category of mental well-being. Some topics users can get support with include improving work-life balance, managing workplace stress, and building healthy relationships. Our coaches draw from evidence-based Behavioural Health Coaching techniques to provide support with emotional management, reframing guidance, and behavioural coaching to suit a user's needs.

11. Is the coaching platform secure and confidential?

Yes, the mHaven app and Behavioural Health Coaching feature are secure and confidential. mHaven has implemented administrative, physical, and technical safeguards to ensure the confidentiality, integrity, and availability of our users' information. Our Behavioural Health Coaches also uphold and follow industry best practices to ensure that any personal information is kept secure.

12. How do I obtain access to mHaven Coaching?

mHaven Behavioural Health Coaching is currently available for users sponsored by their organisation.

13. Who should I reach out to if I encounter any problem with the Coaching platform and service?

To report an issue, users can go to the in-app's Profile page, go to General/About App and click Report App Issue.

14. How do refunds work on mHaven and who should I reach out to if I have any questions about payment?

Payment for mHaven Behavioural Health Coaching access is only refundable under certain circumstances. To report an issue, users can go to the in-app's Profile page, go to General/About App and click Report App Issue.