Dementia Helpline0800 888 6678

Closer to Home terms and conditions of use

These terms and conditions govern the use of Closer to Home Admiral Nurse

By contacting the service you are confirming that you have read and
understand their content.

These terms and conditions were last updated on 12 January 2023

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
1.5 Closer to Home is not an emergency service and its normal hours of operation
are Tuesday to Thursday 10 am to 4 pm, except bank holidays. When contacting
Closer to Home by email we will use our best endeavours to respond to such
requests within 48 hours (working week).
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
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

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
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 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.
6.3 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,
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.