Admiral Nurse Closer to Home terms and conditions of use

These terms and conditions govern the use of Closer to Home Admiral Nurse Service. By contacting the service you are confirming that you have read and understand their content.

These terms and conditions were last updated on 10 June 2021.

1. Background
1.1 Closer to Home Admiral Nurse Service (“Closer to Home”) means the nurse led service which can be accessed by email, by contacting the following email or online at
1.2 In these terms and conditions, “us/we/our/Dementia UK” refers to Dementia UK (Registered Charity England & Wales 1039404 and Scotland SCO47429 and company number 02944156). Our registered office is at 7th floor, One Aldgate, London, EC3N 1RE.
1.3 Every contact made with Closer to Home will be dealt with by a nurse contracted directly by Dementia UK with specialist knowledge and experience in dementia (“Admiral Nurse”).
1.4 Every Admiral Nurse is registered with, and adheres to the rules of, the Nursing and Midwifery Council and attends regular practice and professional development sessions to ensure that they are up-to-date with the latest practices in dementia care.
1.5 Closer to Home is not an emergency service and its normal hours of operation are Monday to Friday 9 am to 4 pm, except bank holidays. When contacting Closer to Home by email out of hours we will use our best endeavours to respond to such requests within 48 hours.
1.6 Further information about the Closer to Home can be found at the web address at clause 1.1.

2. Closer to Home
2.1 We provide advice and support to family carers (including close friends) of people with dementia or suspected dementia.
2.2 We do not provide advice and support to:
2.2.1 organisations, businesses or to those attempting to use the Closer to Home for commercial purposes; and
2.2.2 anyone calling from outside the United Kingdom.
2.3 We will be able to provide advice and support regarding:
2.3.1 coping with a diagnosis of dementia;
2.3.2 what a diagnosis of dementia means and the effects this can have on the diagnosed person, their family, friends and wider community;
2.3.3 organisations available in your local area who are able to provide advice, guidance and care in respect of dementia;
2.3.4 promotion of well-being and information regarding the prevention of ill health in the person diagnosed with dementia and their family;
2.3.5 managing and coping with changes in behaviour and social functioning of a person diagnosed with dementia;
2.3.6 looking after someone with dementia, including advice and guidance on the types and availability of care and support; and
2.3.7 social and dementia care facilities and services, their function and uses.
2.4 We do not provide any other advice, guidance or services through Closer to Home other than that set out in clause 2.3 above.
2.5 We are not able to provide recommendations or opinions about particular care facilities or third party services.
2.6 We are not responsible for information or advice provided by any third parties, including third party websites and accept no liability for such information or advice.
2.7 For more information on care providers, care homes and social facilities, please see the Care Quality Commission’s website ( We accept no liability for any acts or omissions of any care home, facility or service which we provide you information about.

3. Changes to Closer to Home or these terms and conditions
3.1 We may vary these terms and conditions from time to time.
3.2 We may also make changes to the advice and guidance we provide from time to time, including but not limited to changing the types and categories of advice and guidance and the hours of operation.
3.3 Any changes we make in accordance with this clause will be published on our website.

4. Non-reliance and limitation of liability
4.1 Information provided through Closer to Home:
4.1.1 is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking or refraining from any action on the basis of contact with Closer to Home. We make no representations, warranties or guarantees, whether express or implied, that the information is accurate, complete or up to date; and
4.1.2 is not a substitute for professional care or medical treatment from the NHS or other providers. Admiral Nurses working with Closer to Home will not have access to medical records of you or anyone you are concerned for and will not be able to give opinions about the delivery of treatment or care relating to you or any other individual.
4.2 We accept no responsibility for damage or loss suffered as a result of contact with Closer to Home except where the law states otherwise such as death and personal injury as a result of our own negligence or fraudulent misrepresentation.

5. Medical disclaimer
5.1 Any medical information referred to through contact with Closer to Home is given as information only and is not intended:
5.1.1 as medical diagnosis or treatment;
5.1.2 to replace consultation with a qualified medical practitioner;
5.1.3 advice or support in prescribing or recommending any medication; or
5.1.4 to advocate or recommend the purchase of any product or to endorse or guarantee the credentials or appropriateness of any health care provider.
5.2 We strongly recommend that you consult a healthcare professional for specific advice about your circumstances or the circumstances of another person you are concerned about.

6. Confidentiality and personal information
6.1 All information you provide to us will be held in the strictest confidence and not disclosed to any third party unless required by law or there is a risk of serious harm to you and others or any other specific circumstances referred to in our privacy policy here.
6.2 All telephone calls with Closer to Home may be recorded in order that we can monitor and ensure the quality of our service. If you do not wish for your call to be recorded, you can tell the Admiral Nurse at the start of the call.
6.3 If you contact Closer to Home and share personal data or confidential information relating to another person, you expressly confirm and represent to us that you have the authority and/or consent to share any information which you provide to us. You are solely responsible for ensuring that you are authorised to discuss and share such matters and we accept no liability where you provide us with information which you did not have authority or consent to provide.
6.4 We will only use your personal information as set out in our privacy statement here.

7. Fees and charge
We do not charge you to make use of Closer to Home.

8. Complaints
8.1 If you have any questions, comments or complaints about Closer to Home, please do not hesitate to contact us and we will try to resolve any issues. You can contact us by telephoning 020 8036 5400 or by writing to us at or Dementia UK, 7th floor, One Aldgate, London, EC3N 1RE.
8.2 If the complaint is about a nurse’s compliance with the Nursing and Midwifery Council (NMC) Code of Professional Conduct and/or fitness to practice, this will be referred to the NMC. Individuals wishing to complain about a nurses’ professional conduct can also contact the NMC directly.

9. Other important terms
9.1 Any use by you of Closer to Home creates a direct relationship between you and us on the terms set out in these terms and conditions. No other person shall have any rights to enforce any of these terms against us.
9.2 These terms and conditions, and any dispute or claim arising out of or in connection with it or its subject matter or formation, shall be governed by, the law of England and the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this agreement or its subject matter or formation.