1. Terms of app use

This app, Help4Carers, is operated by NHS NEL Commissioning Support Unit (“we”) on behalf of commissioned NHS organisations.

1.1 You may access and use this app if you agree to be legally bound by the terms set out below. By using this app, you confirm and provide consent 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 app, Help4Carers.

  1. Changes to these terms

These terms of use govern your use of this app, Help4Carers. 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 app 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.

  1. Access to this app

3.1 This app is made available free of charge.

3.2 We do not guarantee that this app, or any content on it, will always be available or be uninterrupted. Access to this app is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of this app 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 app and for ensuring that the settings on your device are as described when you first opened the app.

  1. Services and information

4.1 This app is to help you find the most appropriate information. Although every effort has been made to ensure that the information within Help4Carers is accurate, the app is provided for information only and is not intended to meet your health, social or medical needs or to provide advice that you should rely on.

This is not a diagnostic medical 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 symptoms are not included in the list on Help4Carers or you are in any way concerned about your health or the individual you care for then contact:

  • 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 Help4Carers, dial 111.

4.3 If you need health advice 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 organisations. Users trying to access information from a different location in the UK will only receive service information relevant to the commissioned 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 app and/or any concerns regarding your health.

  1. 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 app, 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 app.

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 Help4Carers app, 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 Help4Carers app or the information it contains.

5.4 This app 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 app may  uses external sites to host videos created by and associated with Help4Carers and, while we take the utmost care to ensure only video clips specifically related to our app are visible, we cannot control the interface. As a result we cannot control and are not responsible for, the viewing of any ‘related content’ not created by and for Help4Carers.

  1. Intellectual Property

6.1 NEL Commissioning Support Unit is the owner or the licensee of all intellectual property rights in this app. All such rights are reserved.

6.2 You shall not copy, reproduce or redistribute any material contained in our app 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 app

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 app must always be acknowledged.

6.6 You must not use any part of the content of this app 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 app 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.

  1. 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. Please check our privacy policy for more information on personal information we may collect.

7.1 Forms are not for obtaining medical advice. We collect your personal details so that the support team can communicate with you and provide assistance. We do not collect and store this personal data. Please check our privacy policy for more information.

  1. Miscellaneous

8.1 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 app.

8.2 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.

  1. Questions

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

9.2 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.

Privacy Notice

The Help4Carers application and associated services are made available to you by NEL Commissioning Support Unit with Kent County Council as the controller.

This privacy policy sets out how Help4Carers app uses and protects any information that you give when you use the application.

Help4Carers is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this application, then you can be assured that it will only be used in accordance with this privacy statement.

If you have any questions about this privacy policy please contact us.

What information do we collect?

We may collect the following information:

  • Contact information, including name and e-mail address if you use our feedback form
  • Demographic information such as postcode, clicked on pages
  • Other information relevant to customer surveys

What do we use your information for?

We only use your information for the purpose it was intended or to provide you with a better service, and in particular for the following reasons:

  • To improve our products and services
  • To respond to your feedback


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Your data will only be stored on servers hosted in the United Kingdom.

Any personal information – name and email – will be deleted within one week of being held.

You can request NEL Commissioning Support Unit to delete your information earlier by contacting us

Only authorised system administrators have access to your data for the purposes of database administration and trouble-shooting.

How we use cookies

By downloading and using the application you are accepting the use of cookies on your device. A cookie is a small file which asks permission to be placed on your device.

Cookies allow web applications to respond to you as an person. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which screens are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better experience, by enabling us to monitor which screens you find useful and which you do not. A cookie in no way gives us access to your device or any information about you, other than the data you choose to share with us.

Links to other websites

Our application may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so.

Under the terms of our contract made under the Data Protection Act 1998, NEL Commissioning Support Unit are only allowed to act on the instruction of the customers who purchase our service to provide you with the application.

Therefore, if you wish to have a copy of the information held about you, you must in the first instance contact them. We will assist them where necessary to provide the information requested.

Changes to this privacy notice

Help4Carers may change this policy from time to time by updating this information. You should check this information from time to time to ensure that you are happy with any changes.

This privacy notice will be updated as required and was last updated on 1 March 2019.