Get Support



Calls are free from landlines and mobile phones within the UK and do not appear on itemised bills. Support nurse availability is normally Monday to Friday between the hours of 9.30am and 4.30pm (please note, we are closed on bank holidays).

Whether you’re having problems with your recovery, trying to support a loved one after they leave hospital, have suffered a bereavement, or would simply like to learn more about sepsis, you can contact us by phone or email. Our professional, experienced team is ready to offer information and support. If we are unable to take your call, please leave us a message and we will aim to return your call or respond to your email request as soon as possible, and within 24 hours.

We feel it’s our duty to step up to the plate during the COVID-19 pandemic – not only because patients who have recently survived sepsis can be more vulnerable to its effects, but also because COVID-19 can cause sepsis in some patients. Therefore, we have made the positive and crucial decision to extend our support services to anyone who has been affected by COVID-19.

We will, of course, continue to support people who have been affected by sepsis.

Support nurse availability is normally Monday to Friday between the hours of 9.30am and 4.30pm.  Please be aware that calls or emails made out of these times will not be screened by the support nurses.

If you’re concerned that you or someone else is unwell or may have sepsis. (Double space) Please call NHS 111. Or if urgent medical attention is required call 999.

What we do and do not do

What is the sepsis support helpline? Open
  • Our helpline is a free confidential service providing support to anyone affected by sepsis and critical illness following COVID-19
  • Trained nurses with knowledge and experience of sepsis, critical illness recovery and Critical Care staff the helpline. The first person you speak to will not be medically trained, but someone who is will get back to you within two workings days
What we do Open

Provide clear information about sepsis and critical illness

  • Help understand sepsis and critical illness recovery and suggest options that may help with some of the problems you may be experiencing
  • Signpost to other appropriate services that can offer advice and support
  • Listen empathetically to your story and help you understand what you may have experienced
  • Provide information on how to raise concerns about care or treatment
  • If you have lost someone from sepsis or COVID-19, we can help you understand what may have happened to your loved one and provide the opportunity to ask questions
What we do not do Open
  • Provide advice specific to any individual, either general, pharmaceutical or medical
  • Make referrals on behalf of enquirers
  • Seek to replace or undermine the relationship between you and your healthcare professional
  • Offer treatment, diagnosis or tests
  • Provide financial assistance
  • Become directly involved in individual complaints or concerns
What information we collect and how it’s stored Open


Confidentiality is a fundamental element of the support service. It is an expression of respect for the people who contact the service and of their right to privacy. It assures people that the Sepsis Trust Helpline is a safe place to express concerns freely. Maintaining confidentiality means respecting the trust that people place in the service if they share personal details and information about their situation or experience. Details may be shared between Support Nurses when necessary for practical reasons or reasons of staff support and this is done with respect. No personal information about people who contact the Sepsis Trust support service is given, or otherwise made available, to anyone outside the Sepsis Trust, unless the enquirer has specifically agreed or requested to participate in publicity or other activities relating to their condition or circumstances.

Each member of staff is responsible for maintaining the confidentiality of information entrusted to them by working within GDPR guidelines. If a member of staff is unsure about what action they should take regarding confidential information in a particular situation, they should discuss this with the lead nurse, or their deputy in their absence.

Contact Records

  • The key principle of the support service record keeping is to store the minimum information possible to accurately record the nature of the contact, and the information and support provided.  This is to further enhance the service for the service user, should they have multiple contacts.  These can be anonymised at the request of the service user
  • Past medical history should only be documented if specifically relevant to the contact
  • Helpline workers are trained to ask appropriate questions which will help to clarify the service users information and/or support
  • All records will be stored digitally, and no printed or written records will be stored
  • All support contacts are recorded on a CRM as constituent code ‘support call/email’, second constituent codes are recorded to reflect the nature of the contact, e.g. survivor, bereaved
  • Each contact is also recorded anonymously on an excel spread sheet for statistical purposes.  The only identifying information will be the contact constituent number from the CRM
  • Access to the CRM is password Each support team member is responsible for securing their own password details and should not use remember password options on any devices
  • Support contacts on the CRM are only accessible to the Sepsis Trust support team staff and no personal details are passed on to third party.

Please see our privacy policy HERE for further information