Get Support

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 answer 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 normally within 24 hours.



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).

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). 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. 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 information and support to anyone affected by sepsis.
  • Trained nurses with knowledge and experience of sepsis, sepsis recovery, and bereavement staff the helpline.
What we do Open
  • Provide clear information about sepsis and critical illness.
  • Listen empathetically and help you understand what you may have experienced.
  • Help you 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.
  • If you have lost someone from sepsis we can help you understand what may have happened to your loved one and provide the opportunity to ask questions.
  • Provide information on how to raise concerns about care or treatment.
  • Refer for specialist legal advice if required.
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

Occasions where we would break confidentiality

The Sepsis Support Line is a free service where anything discussed will remain confidential, unless there is a risk of serious harm to you or others, and in some other specific circumstances outlined below.

  • Where information of terrorism, money laundering or a bomb threat is disclosed to us
  • If we receive a court order or in order to comply with our legal obligations to share information
  • If we become aware, hear about or suspect that abuse/harm may have taken place or may occur in relation to any adult or child
  • In the event that our staff or service is abused
  • If we believe someone is taking steps to end their life

If appropriate, and where possible, we will inform you that we’re going to do this.