We offer multiple intake sessions for all patients, as we don't want these to be rushed at all and so you have plenty of time to ask any questions. 
The number of sessions required depends upon your age and circumstances and will be confirmed after your first session. 

• Under 18 and new patient: minimum 3 sessions

• Under 18 with documented treatment history: minimum 2 sessions

• Over 18 and new patient: minimum 2 sessions

• Over 18 with documented treatment history: minimum 1 session 

Some people may not need or want multiple sessions and we will try to be as flexible as we can, however, we reserve the right to ask for additional sessions if we believe they are needed.

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.

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.

We aim to reply to emails within 2 business days.

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.

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.

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.

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.

Yes - the helpline is open to all ages.

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.