Call our Helpline: 0808 808 1000

Helpline

The Brain & Spine Foundation Helpline offers information and support for people affected by neurological problems. Call 0808 808 1000 to talk to the team.

Our helpline is closed between Wednesday 11th September and Friday 20th September.

It will re-open on Monday 23rd September at 9am.

If you would like to send a non-urgent e-mail, we will reply at our earliest opportunity.

If you require urgent advice or support, please contact NHS 111 or your GP.

 


How we can help

Our helpline is a free confidential service providing support to anyone affected by a neurological condition or problem, their family, friends and carers.

Our helpline team are here to support you however we can. We provide impartial, tailored information and specialist support on issues such as:

  • tests and investigations
  • treatment
  • managing long term conditions
  • the emotional impact of a diagnosis, treatment or living with a long term condition

as well as helping you to:

  • make sense of medical information and what might happen next
  • get questions together to ask at your next GP or hospital appointment
  • access neurological services
  • where to get more information and support

How do I contact the helpline

By phone

Call free on 0808 808 1000. Helpline hours are Monday to Thursday: 9am to 4pm.

We are not open on bank holidays.

The helpline can get very busy and we answer as many calls as possible, but if you can't get through, please leave a message and we’ll get back to you. Unfortunately, we can't return calls to numbers that bar or do not accept calls from withheld or anonymous numbers.

By email

Email our helpline team: helpline@brainandspine.org.uk or use our enquiry form.

We aim to respond within three working days, but at busier times or for complex enquiries it may take longer.

By post

You can write to us at:

Brain & Spine Helpline
CAN Mezzanine (4th Floor)
7-14 Great Dover Street
London
SE1 4YR

 


About our helpline

We regularly evaluate the service we offer and strive to improve and develop it whenever we can. An essential part of this involves finding out about the experiences of people using our helpline service. In our most recent survey (2018), after speaking with the helpline team:

  • 96% of respondents said they would recommend the service
  • 86% of respondents felt informed and supported
  • 80% of respondents felt they understood more about their condition, symptom or problem
  • 61% of respondents felt less alone and isolated

  • Our telephone, email and postal enquiry services are confidential between you and the Brain & Spine Foundation. Any information disclosed to the Helpline team will be treated in complete confidence.
  • The Helpline team collect sensitive personal data about your health when you speak, email or write to them. They will use this information to answer questions and provide information and support. Any notes taken when they talk to you are shredded at the end of the call. Copies of emails and letters are securely stored for reference for 12 months. After this period they are permanently deleted or shredded.
  • We also collect audit information such as age, gender, the condition you enquired about, and your location. This is to monitor and evaluate our services. Audit information is stored anonymously and securely. If it is shared with third parties, for example in reports about our work to funders, it is only done in aggregate, so that your individual data will never be identifiable.
  • We don’t record your phone calls to the helpline but from time to time helpline staff may listen in to calls for training or support purposes. This would be explained to you at the start of your conversation, and if you would prefer the other person not to be present, please tell us.
  • If you request a booklet or any other information, we will ask if you would like to stay in touch with us, so you receive other information about our work. If you agree, we will retain your contact details. If you don’t agree, these details will be destroyed after the information has been sent to you.
  • Any personal information you provide via our helpline services or post on our social media channels will not be passed on to anyone else without your express permission except in exceptional circumstances in line with our safeguarding policy or to comply with the law.
  • We would only need to say or do something if:
    • You directly ask us to pass on information about you to someone else
    • We believe your life or someone else’s life is in immediate danger
    • You tell us that you’re seriously harming another person
    • You identify someone who has or says they are going to harm to someone else
    • A terrorist threat is reported
    • We are required to do so by law
    • You compromise the delivery of our service or threaten the safety of our staff

For further information, please read our privacy policy

The information provided by the Helpline team is not a substitute for professional care and should not be used for diagnosing or treating a health problem or disease. Our Helpline team will not give advice or opinions, either medical or personal.

We don’t record your phone calls to the helpline but from time to time helpline staff may listen in to calls for training or support purposes. This would be explained to you at the start of your conversation, and if you would prefer the other person not to be present, please tell us.

 

Our trained helpline team are here for you

 

Fill in the enquiry form below