1. Terms of website use

 This website, Health Help Now, is operated by NHS NEL Commissioning Support Unit (“we”) on behalf of commissioned NHS organisations.

1.1 You may access and use this website if you agree to be legally bound by the terms set out below. By using this website, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to be legally bound by the terms, please do not access and/or use this website, Health Help Now.


2. Changes to these terms

These terms of use govern your use of this website, Health Help Now. We may revise these terms of use from time to time. You will be legally bound by the revised terms from the first time that you use this website after the revised version is displayed here. Please check the page from time to time in order to take notice of any changes that we may have made.


3. Access to this website

3.1 This website is made available free of charge.

3.2 We do not guarantee that this website, or any content on it, will always be available or be uninterrupted. Access to this website is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of this website without notice. We will not be liable to you if for any reason our site is unavailable at any time or for any period.

3.3 You are responsible for making all arrangements necessary for you to have access to this website and for ensuring that the settings on your device are as described when you first opened the website.


4. Services and information

4.1 This website is to help you find the most appropriate local health service for common symptoms in the commissioned NHS organisations. Local GPs and other health professionals in these NHS organisations have prioritised treatment options so that a suitable choice for most people is listed first. Although every effort has been made to ensure that the information within Health Help Now is accurate, the website is provided for information only and is not intended to meet your health or medical needs or to provide medical advice that you should rely on. This is not a diagnostic tool and does not intend to offer specific advice on treatments or diagnostic tests that may be needed. If you have changing or persistent problems, you should seek medical advice.

4.2 If your symptoms are not included in the list on Health Help Now or you are in any way concerned about your health, please contact a health professional and/or:

  • In a life-threatening emergency, dial 999
  • If you need health advice urgently but it is less urgent than 999, dial 111
  • If you require urgent treatment for symptoms which are not listed on Health Help Now, dial 111

4.3 If you need health help in a language other than English, call 111. There is a confidential interpreter service, which is available in many languages. Simply mention the language you wish to use when the NHS 111 operator answers your call. If you have difficulties communicating or hearing, you can use the NHS 111 service through a textphone by calling 18001 111. NHS 111 also offers a British Sign Language service.

4.4 Please note that this service is designed solely for use in the commissioned NHS organisations. Users trying to access information from a different location in the UK will only receive service information relevant to the commissioned NHS organisations.

4.5 If you are under 16 years of age, you should seek your parent’s or guardian’s guidance about any information given on this website and/or any concerns regarding your health.


5. Limitation of our liability

5.1 We assume no responsibility for any claims, losses or damages howsoever caused (whether direct or indirect) arising out of the contents of this website, except to the extent that such liability cannot be excluded by law. We are not responsible or liable, directly or indirectly, for any form of damages whatsoever resulting from the use or misuse of information contained in or implied by the information on this website.

5.2 These terms of use do not seek to exclude or limit in any way our liability to the user for personal injury or death caused as a result of our negligence or seek to exclude or limit our liability for fraud or fraudulent misrepresentation by us.

5.3 We cannot guarantee uninterrupted access to the latest version of the Health Help Now website, or the sites or applications to which it links. We accept no responsibility for any damage arising from the unavailability of the latest version of the Health Help Now website or the information it contains.

5.4 This website contains links to other website, applications and plug-ins (API) from NHS sources. We do not monitor the content on third-party websites or plug-ins or accept any responsibility for the content of any third party website, application, plug-in (API). Links in no way constitutes our endorsement of the contents therein.

5.5 This website uses YouTube to host all videos created by and associated with Health Help Now and, while we take the utmost care to ensure only video clips specifically related to our website are visible, we cannot control the standard YouTube interface. As a result we cannot control and are not responsible for, the viewing of any ‘related content’ not created by and for Health Help Now.


6. Intellectual Property

6.1 NEL Commissioning Support Unit is the owner or the licensee of all intellectual property rights in this website and in the material published on it. All such rights are reserved.

6.2 You shall not copy, reproduce or redistribute any material contained in our website without obtaining our prior written consent.

6.3 You must not reverse engineer, decompile, copy or adapt any software or other code or scripts that form part of this website

6.4 You must not modify any digital copies of any materials that you have downloaded in any way and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

6.5 Our status (and that of any identified contributors) as the authors of content on this website must always be acknowledged.

6.6 You must not use any part of the content of this website for commercial purposes without obtaining a licence to do so from us or our licensors.

6.7 If you download or otherwise make copies of any information made available through this website in breach of these terms of use, your rights to use our site will cease immediately and you must, at our option, return or destroy any copies of materials that you have made.


7. Collection and Use of Personal Information

7.1 Personal information is recorded information we hold about you from which you can be identified. It may include contact details, other personal information or expressions of opinion or intentions. We do not collect or use any personal information about you that you may disclose while using this website.

7.2 With regard to each of your usage of this website, we may automatically collect data in a form that does not personally identify you, known as “pseudonymised information”.

7.3 The website creates a unique identifier for every device using it, on first use. This cannot be traced back to the individual device. It does however allow us to:


  • collect information on the location (to within 200 metres) and the time when the Health Help Now website is used on your device so that we can better understand usage of the service and feed that back to those who commission NHS services as part of the ongoing drive to improve services;
  • collect information on which services were searched and/or contacted on this Health Help Now website, so that we can improve the relevancy of search results provided by Health Help Now as well as better understanding how users access information and feeding that back to those who commission NHS services as part of the ongoing drive to improve services;
  • collect other technical information about your usage of this website, including page response times, download errors, length of visits to certain pages and/or areas of the website, page interaction information (such as scrolling and clicks) and methods used to browse away from the website (for example, if you use a link that causes the internet browser of your device to open) and any phone numbers used to contact service providers.


8. Protecting your personal information

8.1 Please save personal health information only for yourself and your children (or children under your guardianship) who are under 18. You should not use this website to save the personal health information of other adults or children that are not under your guardianship. If you do wish to save information relating to other adults or those under 18 that are not under your guardianship, it is essential to have their explicit consent or the consent of their parent or guardian (as appropriate). There is no mechanism in this website for registering that consent and you will not be prompted or otherwise reminded when saving any personal information to consider whether you ought to have obtained prior consent.

9. Miscellaneous

9.1 These terms of use shall be governed by and interpreted in accordance with the laws of England and Wales and you agree to submit to the jurisdiction of the courts of England and Wales in respect of any disputes which may arise in relation to our website.

9.2 If any of these terms or part of these terms are determined to be illegal, invalid or otherwise unenforceable then the remaining terms shall remain in full force and effect.


10. Questions or feedback

10.1 If you have any questions or concerns about these terms or conditions please contact us by e-mailing: NELCSU.HHNEnquiries@nhs.net

10.2 All such communications are examined and replies issued where appropriate as soon as possible. If you are not satisfied with the response, please notify us and we will tell you how you can take your complaint further.