Puberty Blocker extension - our comment
People of all ages can access the healthcare they choose; travel tourism is not a new or novel idea. Doctors across the EU can prescribe to patients here in the UK, and patients can access treatment and have prescriptions dispensed in the EU.
The government here are determined to make it harder for trans+ and non-binary people to access gender affirming treatment, however, Anne will continue to support patients of all ages to access treatment in line with internationally respected and evidenced based protocols. Our patients will continue to access expert medical advice and support and have their medications dispensed within the EU.
Who can I contact if Anne is closed?
Anne is not a crisis service - the following organisations are available 24/7: Samaritans call 116 123 or Childline call 0800 1111.
We know that finding the right support is important, especially if you need someone to talk to about your gender affirming healthcare.
Anne operates Monday to Friday from 9am to 5pm and our chat and helpline is open 4pm - 8pm.
Can I leave a message? Can you call me back?
We are committed to ensuring your confidentiality. Therefore, you are not able to leave a message and we aren’t able to return calls to our support helpline.
The Patient Admin team may call patient members if required.
How long will it take to get a reply to my email?
We aim to reply to emails within 2 business days.
How long will it take for my call or message to be answered?
Some conversations last a few minutes, others can last almost an hour. The speed with which you are answered often depends on the number of people available at the time of your call or instant message, as well as how many people are attempting to contact us at that time.
When you reach out to us you are placed in a queue and you will be connected with a member of the team as soon as one becomes available. We understand that if you are waiting for a while that can be frustrating, but please be patient. If you aren’t able to get through right away, we would encourage you not to give up.
What can I talk about with Anne on the helpline?
We can discuss anything related to gender identity and gender affirming healthcare. This is your space – to explore, talk and be truly heard. Sometimes it takes a while to get to the heart of what it is you actually need to talk about. That’s okay. You’re welcome to take your time. We are here to listen.
What will happen when I get through to someone?
One of our team will begin by saying hello and asking what you might want to talk about. All of our volunteers aim to be a welcoming voice and empathetic ear. We’re here to listen, but we don’t tell you what to do. For the time that we’re talking, we work together with you and provide a confidential, safer space to question and explore the options available to you.
Who will I be talking to when I reach out to Anne?
Our helpline and webchats are answered by our volunteers who all know how difficult navigating trans+ healthcare can be. Every volunteer goes through an intensive training course to become a qualified Anne volunteer. Volunteers are unable to access any patient information or records.
Our Patient Admin calls and chats are answered by the Anne team who are able to access patient information.
Who is the helpline for?
We have webchat on our website anne.health and a helpline telephone number (coming soon) for you to contact for both support and admin.
Support - Staffed by trained volunteers our support line is for trans+ people of all ages to access support and signposting to resources.
Patient Admin - Staffed by Anne team members for clinicial queries and membership advice.
Anne’s Response: NHS England’s proposed implementation of the Cass Review
NHS England’s implementation of the Cass Review is as devastating as expected for trans youth seeking support. Once again politics overrides compassion as timely access to healthcare is denied as the NHS seems set in a pathway of patholigisation.
Glossary of Terms
Language is important and always evolving. Here are some of the common words you’ll see across our services.
I am under 18. Can I join?
Yes! We support trans+ people of all ages to access counselling and well-being support as well as gender-affirming medication.
For all patients under the age of 18 we need a parent/guardian to support your application and to be involved in the intake process.
You can read more about our membership options here.
Is Anne registered with the CQC or other professional standard bodies?
Although Anne is based in the UK we are not registered with the Care Quality Commission (CQC). Anne adheres to WPATH SOC8 and the Endocrine Society guidelines for gender affirming care for trans+ people of all ages.
Our clinical team are based outside of the UK however they all maintain membership of their appropriate professional regulatory bodies and hold their own indemnity insurance.
If I have a query, how soon can I expect a reply, and from whom?
You can email us here.
We aim to answer all email queries within two working days. Our current working hours are Monday to Friday 9am - 5pm. We do not routinely work evenings, weekends or bank holidays.
Your query will be passed to the most appropriate member of the team (e.g. Accounts, Patient Services or Clinical Team).
How can I offer feedback?
You can send feedback, comments or complaints to hello@anne.health.
You can read our policy on feedback, suggestions and complaints here.
Can I make a donation to support trans+ people's care?
Yes - and thank you! Donations can be made here - all donations will be ring-fenced for our means-tested membership.
You can check on our website and social media for updates on our means-tested membership.
How long is the membership contract for?
For all memberships apart from the Pre-Medical Memberships, the initial contract term is 12 months. For more details please refer to our Terms and Conditions of Service.
Where is your team based?
Our therapeutic and admin teams are based around the UK and EU. Our doctors are based in the EU or EEA. All of our doctors and our clinical and therapeutic teams are all registered with their professional bodies, highly experienced and qualified in their respective fields.
Do you work with children under 18?
Yes we work with Trans+ people of all ages. Take a look at our membership options for further details.