Diabetes UK Careline

Diabetes UK Careline operator A support helpline for anyone with diabetes, their friends, family and carers.

How to contact Careline

Call: 0845 120 2960*, Monday–Friday, 9am–5pm.

Or if you are in Scotland: carelinescotland@diabetes.org.uk

What is Careline?

The Diabetes UK Careline is a dedicated diabetes helpline for all people with diabetes, their friends, family, carers and healthcare professionals.

The confidential helpline is staffed by professional counsellors who have extensive knowledge of diabetes. They can provide information about the condition, take the time to talk things through and explore emotional, social, psychological or practical difficulties.

How can Careline help?

We can help with queries about a range of topics. Here are just a few examples of the questions we are often asked:

I've just been diagnosed. What should I do now?
I'm finding it difficult to accept the diagnosis – how do I cope?
What can I and can't I eat? Can I still drink alcohol?
What are the different types of tablets and insulin? What are the possible side effects?
When and how often should I test?
What should my blood glucose levels be? What if they go too high or too low?
What's the law about driving?
I'm about to go on holiday abroad. How do I keep my insulin cool in a hot country? What else do I need to consider when travelling?
My child has diabetes and finds it hard to give up his treats. Why don't you recommend diabetic chocolate and sweets?

Not everyone has a specific query, some just call simply to talk through their concerns or how they’re feeling.

Please be aware that we don't have access to your medical records, so you may need to go back to your healthcare team for answers to some questions.

Other languages

If you would like to speak with us in a language other than English, just call the Careline number and tell us your name, telephone number and the language you wish to speak in. We will then arrange for an interpreter to call you back within a few minutes.

How Careline helped me

Because of the security restrictions at airports, I was concerned about taking my medication with me on the plane. The Careline explained I could get a letter from my doctor to confirm my condition and the need to have syringes and insulin with me. After the call I felt relieved that this issue would not add to further difficulties when travelling.

Having lived with Type 1 diabetes all my life, I have contacted Careline on many other occasions too. The nature of my enquiries has been varied, but the empathy and support of the Careline has always remained constant.

– Charlotte Massey, Type 1 diabetes

Having been recently diagnosed with Type 2 diabetes, I was finding the whole blood glucose level thing very confusing. I phoned the Careline and spoke to a fantastic lady who explained very simply what I was doing right and what was wrong and, at last, I understand more fully how diet is important; as is when to eat and when not to exercise.

The Careline is brilliant and the people so knowledgeable and
helpful.

– Paul Sullivan, Type 2 diabetes

Have you benefited from Careline?

If you have already called Careline and are happy to let others know about your positive experience, please email mystory@diabetes.org.uk. This will help us to promote the service to those who might benefit from it.

Careline in Scotland

Using the same telephone number as Diabetes UK Careline – 0845 120 2960 – calls originating in Scotland will be answered by qualified counsellors based in Diabetes UK Scotland's Glasgow office. If no-one in Careline Scotland is available, calls will automatically be forwarded to the Careline service in London.

You can also email Careline Scotland using carelinescotland@diabetes.org.uk.

Contacting Careline by letter

Send your letters to:

Diabetes UK Careline
Macleod House
10 Parkway
London
NW1 7AA

Diabetes UK Careline Scotland
The Venlaw
349 Bath Street
Glasgow
G2 4AA

More sources of support and information

*The cost of calling 0845 numbers can vary according to the provider, so check with your own provider for details, particularly with mobile phones as they can charge considerably more than landlines. As an alternative, you may wish to call 020 7424 1000 and ask Reception to transfer your call to the Careline.

Diabetes UK has also extended its telephone Careline service to a new base in Glasgow.

Careline