Help@hand user frequently asked questions

Help@hand gives you fast, direct access to total health and wellbeing support – for everyday assistance when you need it most.

Employee accessing help@hand services from Unum

As with any service, you might have questions about how it works or what it offers

Hopefully these FAQs will cover what you need to know.

Please note that your available services will depend on the Unum policy you are covered under, and the selection made by your employer.

If you have another question that isn’t covered here, please get in touch with the provider of the service – Square Health – at

Frequently asked questions

  • Square Health may be able match individuals with clinicians who are able to speak their preferred language or alternatively can provide a chaperone or translator. Please contact to request support.

  • There are several ways Square Health can provide support. Users can contact Square Health via or 08083 043 698 to discuss their needs in advance. On request, consultations can be extended in length to ensure that there is the time and space for all concerns to be communicated and understood. 

    Customers are also welcome to invite a chaperone to be present to aid their consultations via the Help@hand app. 

    For visual impairments: 

    Patients can undertake appointments by telephone. These can be arranged by contacting or 0333 577 7805.

    For hearing impairments and/ or speech impairments: 

    Through the telephone support service, Square Health can accommodate calls through UK Relay.

    For users who require lip reading, Help@hand provide consultations via secure video as standard. 

  • If you require medication, a referral letter or a private fit note through Help@hand, you will need to pay for these. You will also need to pay a delivery charge if you opt to have the medication sent to you. The GP will go through the options with you at the time and if you decide to take up these services you will receive an email with a link to make a secure payment.

    Prescriptions are provided on a private basis therefore NHS exemptions will not apply.

  • If you are unable to download the app, if you are eligible then you can still make appointments by getting in touch with Square Health directly - please call or 08083 043 698 anytime. You can also email

  • Your partner is eligible for services with Help@hand as well as children up to the age of 18, or up to 24 if in full-time education. You can add family members by using the ‘My Family’ link from the app menu, where your partner and eligible children can be added to your account at no additional cost. 

    Only one partner can be added to your account but there is no limit to the number of eligible children that can be added.

    Your partner will receive a welcome email and need to set up their own account. Children up to the age of 18 can access the services they are eligible for via your app up to the age of 18, or directly if they are eligible over the age of 18.

    For information and eligibility on all the services provided, please go to

  • Please make sure you are available at the time of your appointment and check the app is working on your smartphone. You will need to explain your symptoms and/or condition to the doctor, so please make sure you are in a suitable environment where both you and the doctor can easily hear each other.

    It is helpful to complete your medical profile in advance of your appointment — you can do this easily within the app. 

  • The Help@hand services have been designed be easily accessible via your smartphone or device. Once you’ve downloaded the app and registered to use Help@hand, you will be guided on how to book a consultation.

    If you do not have access to a smartphone, you can access the services over the phone via the 24/7 helpline or Square Health Customer Services by contacting or 08083 043 698.

  • Annual limits apply to the number of consultations available under the second opinion, physiotherapy and wellbeing consultation services. For information and eligibility on the services provided, please see your Help@hand guide. Please note, the services you have available to you may depend on the Unum policy you are covered under, and the selection made by your employer.

  • The service may not be appropriate for long-term or specialist support, for example

    • Major depression
    • Issues requiring a specialist (e.g. family therapy)
    • Addictions such as drug or alcohol dependency

    The mental health booking process in the app explains the definition of ‘mild’ and ‘moderate’ conditions, to ensure you can make an informed decision about using the mental health service and access appropriate support as required.

    If a service user is at immediate risk, then the mental health practitioner may need to contact their NHS GP or other appropriate service.

  • Yes. Once you have set up your account, simply go to ‘My Profile’ to change your email address.

    If you would like to change the email address for Savings & Discounts, you can do so by:

    1. Going to ‘Savings & Discounts’ in the Help@hand app
    2. Clicking on your account menu (top right of the screen) and selecting ‘Account Settings’
    3. Going to ‘Security’, and changing your email address
  • During the initial consultation with a mental health practitioner, there is an assessment made on whether our service is appropriate for the user and what would be an appropriate route of treatment. This might be immediate support during the session, where there is a time-sensitive issue. The mental health practitioner can support with problem-solving and coping strategies. 

    You may also be directed to computerised cognitive behavioural therapy (CBT) modules or other useful online resources for additional support. Short-term counselling may be offered, if you are experiencing issues that would benefit from this support.

  • You can still access the service by following the ‘Forgotten password’ link found on the login screen of the Help@hand app. The app will then prompt you with the simple steps required to reset your password and to start using the Help@hand services. If you attempt to use an expired temporary password, you will be prompted on how to resend an invite. 

  • Help@hand from Unum is a health and wellbeing support app providing a range of valuable support services you can benefit from every day. 

    Unum partners with experts to provide Help@hand. It’s powered by Square Health, a company founded by doctors with more than 20 years of experience within the healthcare sector.

    For information and eligibility on the services provided, please go to for more details. The services you have available to you may depend on the Unum policy you are covered under, and the selection made by your employer.

  • Square Health’s team of GPs can discuss any symptoms or conditions you would normally attend a GP for. All medical conditions are covered including mental health related illnesses.

  • You can email your medical records to Square Health by emailing 

  • Following your consultation, your health history will be updated within the app and stored securely by Square Health. Square Health demonstrate commitment to keeping the data they hold safe and secure through successfully achieving ISO 27001.

  • If you have any queries about Help@hand or wish to make a complaint, please call or 08083 043 698 anytime. You can also email

  • Potentially. Depending on the medical condition you may need to speak to, or be referred to, another doctor.

    For mental health consultations and your personalised 1-2-1 coaching sessions, you can select your preferred therapist/coach during the booking process (subject to their availability). 

  • No. If you wish to do so, you can provide consent for your Help@hand GP to share the consultation notes from your appointment, securely and confidentially, with your NHS GP. This can be helpful if you require onward services with your NHS GP. 

Help@hand connects employees of Unum customers to third party specialists who can help manage their health and wellbeing, and that of their family. Access to the app and service is facilitated at no cost by Unum. However, you will be liable for charges for medication and delivery, referral letters and private fit notes. Unum is not the provider of the Help@hand service, but retains the right to withdraw or change the service at any time. Available to UK residents only.

Square Health Limited, registered in England and Wales Number 07054181. Crown House, William Street, Windsor SL4 1AT.

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