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Diabetes UK rebrands its phone services


Diabetes UK is rebranding its phone services which will now be called Helpline, following record call volumes to its Careline and Advocacy services from people looking for advice on issues related to diabetes.

The two services are being brought together under one phone number for people to get in touch for information about diabetes, and a chance to talk things through and explore emotional, social, psychological or practical difficulties. The confidential Helpline is staffed by trained counsellors who have extensive knowledge of diabetes.

Record calls in March

In March, the services received over 3,000 phone calls – double the number received in March last year – driven by people calling for advice on eating healthily, emotional distress and medications.

Vince Scibetta, Customer Care Centre Manager at Diabetes UK, said: “There are now over four million people living with diabetes in the UK, and 11.9 million at increased risk of developing Type 2 diabetes. It is little wonder that a record number of people have been getting in touch with Diabetes UK with their questions and concerns about their diabetes, and our changes to Helpline will help ensure we can give everyone living with diabetes the full support they want and deserve.

People need support

“We saw record call volumes to our services in March following the100 Thingscampaign, as people got in touch to get a copy of the book which brought together tips from other people with diabetes.

“This was a clear indication that people needed more guidance on managing their condition – and on top of those calls, we also had over a thousand people ask to speak with our highly-trained team about other issues.

“Eating healthily and emotional support are the biggest reasons for people calling, but with thousands of calls made to our service every year, we help people to manage their condition, support them in times of emotional distress, and provide advocacy services to ensure people know their rights and get their voices heard.

“Bringing both services together under the one phone number means that we can be the one-stop shop for your diabetes-related questions and issues, whether you are having a tough time with a diagnosis or just want some tips on managing the condition, for example through eating more healthily and getting more active.”

To get in touch for answers, support or just to talk things through about diabetes, contact our Helpline on 0345 123 2399, go Or, if you’re in Scotland contact Helpline Scotland on 0141 212 8710 or

The top 10 reasons for people getting in touch with the Diabetes UK Helpline: 

  • Eating Well
  • Emotional distress
  • Treatments - Diabetes medication (non-insulin)
  • Treatments - Insulin
  • Treatments - Other medication (non diabetes)
  • Healthcare
  • General Lifestyle
  • Illness
  • Self-Management
  • Risk of Type 2 diabetes
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