LiveZilla Live Help

Terms & Conditions is the website representing the Isle of Wight’s local Department of Health’s You’re Welcome Programme and also the Check it Out IW Young People’s Forum, part of NHS Isle of Wight. NHS Isle of Wight seeks to ensure that information contained in these pages is accurate. However, no liability is accepted arising from reliance upon the information contained in these pages or any other information accessed via this site, including without limitation for information reached via links on this site to external sites. NHS Isle of Wight holds and processes personal data in accordance with all current legislation relating to data protection.

Terms and conditions

  1. Your access to and the use of information contained in the website is subject to these terms of use.
  2. We aim to ensure that the information published on this website is accurate and consistent with current knowledge and practice in the NHS. We cannot guarantee that information provided by us through this website will meet your health or medical requirements. If you are concerned about your health, please contact a health professional. This service is not intended to replace your regular GP Service or emergency requirements.
  3. This website contains links to other sites. We are not responsible for the privacy practices of third parties that run any other websites. Please refer to their own privacy policies for more information.
  4. The internet is not a totally secure medium for communication. We cannot guarantee that any information you submit to us through our website or by email will arrive safely or be secure from interception by third parties.
  5. Use of the Live Chat Advice Service is intended for 11-19 year olds who live, work or are studying on the Isle of Wight. We are not responsible for any misuse of this function.
  6. NHS Isle of Wight may, in its discretion, terminate or suspend your access to all or part of the website with or without cause by delivering notice to you.
  7. This website is © NHS Isle of Wight unless otherwise stated.


All material on these pages, including without limitation text, logos, icons, photographs and all other artwork, is copyright material of either NHS Isle of Wight or Check it Out IW, where applicable. Use may not be made of these pages for non-commercial purposes without permission from the copyright holder. Commercial use of this material may only be made with the express, prior, written permission of NHS Isle of Wight. Material provided by any third party, including material obtained through links to other sites from the web pages, is likely to be the copyright material of the author. Permission to copy or otherwise use such material must be obtained from the author.

Endorsements contains information about a whole range of services and products about which we try to ensure the appropriateness for young people. However we cannot have detailed information/knowledge about every aspect of the companies/agencies represented. Therefore we do not undertake to endorse any services/products other than those which come under the direct control of NHS Isle of Wight. Links or references to any company/agency who are found to be inappropriate or in conflict with our policies will be removed.

Equality believes in "equality of opportunity" and the suppression of prejudice, racism and sexism in any form. We will not knowingly publish any material that goes against this belief or links to any organisations that do.


One of the core aims of is the empowerment of young people. It is therefore very important that all partners involved have an equal ownership of the website. It is a requirement of that young people play an active role in providing content, making decisions and guiding its development.

Privacy Statement

This policy covers the treatment of personal data that may collect when you offer it to us, or when you complete and submit an online form on our web site. When completing forms you may be asked for personal information such as name, address, postcode etc. This is on a voluntarily basis. It is only when you supply this type of information that you can be personally identified.

Information may be collected:

  • To fulfill your request for information or services
  • As input to improving our site or health services
  • As part of the process of consultation when using the Live Chat Service holds and processes personal data in accordance with all current legislation relating to data protection. We will not sell or rent your personal data to anyone, or use the data for any other purpose than that for which it was originally collected.

Everyone working at will take all possible measures to maintain privacy and protect all information we hold.

Visitors should be aware that no information sent over the internet is totally secure and cannot accept responsibility for intercepted Live Chat or attacks by hackers etc.

Live Chat Health Advice Service - Confidentiality

The Live Chat Health Advice Service is an advice service only – no medication will be prescribed online by a clinician.

We do not ask for any personal details when accessing the Live Chat facilities. ‘Nick names’ are used so as not to identify the person accessing the service and also the professional giving the health advice will remain anonymous. If a person does include any information which could reveal an individual's identity, this would not be displayed on the website and would be treated as strictly confidential. Any such information would not be passed on to third parties or retained by unless it is related to a child protection issue. In such cases we are required by law to contact Social Care/The Police which may result in an investigation for the protection of the young person/persons concerned.

We only collect personally identifiable information, such as names, addresses, telephone numbers and email addresses when voluntarily provided by you.

Some of the information we collect may relate to your health, which we appreciate you may consider as particularly sensitive. We will of course, only process this information in accordance with this policy, or as otherwise agreed by you.

Please note: Although we ask for the first part of a postcode when logging into the Live Chat or sending an Email message, this is purely to ensure that the service is only being provided to Isle of Wight young people. An individual cannot be identified from the first part of a postcode.

‘Chat Logs’ are stored of all chat sessions, but the information is encrypted which means that the logs cannot be read unless unlocked with a code and can only be accessed by the website administrator. This information is stored because it may be necessary at any time to

  • investigate a complaint from someone who has accessed the service and is not satisfied with the service they received
  • monitor the quality of chat and email sessions

Access to the logs and encryption coding is exclusively given to the website administrator only and will not be accessed by any unauthorised person or at any other time other than stated above. Encrypted Chat Logs are a way of protecting both the young person accessing the service and also the professional providing the service in the event of a dispute whilst still maintaining anonymity.

Live Chat sessions are not publically displayed on the website; this is a private 1-2-1 correspondence purely between the young person accessing the service and the health professional scheduled to provide the service for that session.

This pilot service is being provided by the IW NHS 111 Service so be assured that you are getting advice from qualified health professionals. If they are unable to directly help with your questions, they will signpost you to a person or service that can.

Swearing and abuse will not be tolerated – it will be at the Clinicians discretion to terminate the chat session.

Live Chat Rules:

  • Use a ‘Nick name’ – not your real name
  • No swearing – be nice and you’ll get the advice!
  • Keep it brief and to the point – others may be waiting

Cookies and IP logging

This website uses cookies. A cookie is a piece of data that may be stored on your computer when you visit a website. When you visit our website, our server will record your computer's IP address (the unique numerical address given to every computer connected to the internet) and the time and duration of your visit. Our website will also store a cookie on your computer.

This cookie and your IP address will be used to record the pages you visit on our website. We will use this information to help us analyse the way our site is used and to administer and improve the accessibility of our site in order to tailor it to your needs. We will not use it for any other purpose.

Download speed

We recognise that not everyone has a super high speed internet connection therefore we have chosen a design which we believe best balances the need to have an attractive site with a good level of graphic content, against keeping download times as short as possible.


This website contains links to other sites. We are not responsible for the privacy practices of third parties that run any other websites. Please refer to their own privacy policies for more information.

Acceptability of content will do its best to make sure that it does not display material that is obscene, prejudice, racist, sexist, offensive, hurtful or illegal. We adhere to the policies and codes of practice of NHS Isle of Wight.