Frimley Health urgent & emergency care virtual ward patient information

Why have I been given this information? 

You have been assessed and enrolled on our virtual ward for urgent and emergency care. This service aims to help you avoid unnecessary hospital admission or in-person reassessment if it is not required.  

How does the virtual ward work and what do I need to do?

Hospitals are always looking for ways to improve patient care, especially with the high number of people needing treatment. Across the country, efforts are being made to see who can be safely monitored from home, reducing unnecessary hospital stays and freeing up beds for those who need them. 

If you are enrolled in our virtual ward after being discharged from an emergency area at Frimley Health, you will either: 

  • Receive access to an app on your phone or tablet to share vital signs and symptom updates. 
  • Be scheduled for follow-up blood tests at a pathology service, with our team reviewing the results and calling you. 

Many virtual ward patients use the app to submit readings, allowing us to track progress between phone calls. Instructions on downloading and using the app can be found on page 2. 

Regardless of why you are on our virtual ward, our team will check in with you by phone at various times. Please note that calls may come from a withheld or private number. We recommend informing family members about your remote monitoring. 

If you do start to feel more unwell, or your symptoms worsen please refer to the information below to help you decide who to contact.

If your health has dramatically changed and you are concerned, you can either:

  • Call the Virtual Ward team for advice on
  • Go to the Emergency Department / call 999 depending on how unwell you are feeling.

If you have any questions or are not sure if you need a further assessment, you can:

  • Call the virtual ward team on 0300 613 3012 if between 9am-6pm Monday to Sunday.
  • Call NHS 111 if outside these hours if it is a question or concern that cannot wait until the next day. If you have a question but are not concerned your health has deteriorated, please do call this number the following day for advice.

To get started, you need to download the remote monitoring app on a smart phone or tablet.  This is called the Luscii app.    

Downloading the Luscii app   
  1. Locate the SMS or email message you have been sent from Luscii – this will contain your username.
  2. To install the Luscii app you can use the link provided in the message from Luscii or go to the app store on your smartphone or tablet and search ‘Luscii’:   
    • Google Play Store (Android)  
    • Apple App Store (iPhone/iPad)   
  3. Tap on the ‘Install’ button for Android devices or the ‘Get’ button on Apple devices. 
  4. Open the app and sign-in with your username.  
  5. The Luscii app will guide you through the remaining steps to complete the sign-in process.    
  6. Once you have signed into the app, a member of the virtual ward team will contact you to talk you through the service and make sure you are confident in using the app. 

  • How long will I have access to the virtual ward team?

This will vary depending on your reason for being enrolled onto our service. The length of time and process whilst you are on the virtual ward will be explained to you when we contact you, but the average is 4-7 days. 

  • What happens if I am discharged from the hospital and become worried about my symptoms or condition?

Depending on the reason for you being on our virtual ward, you will either have access to an app called LUSCII which we will use to track your symptoms which you can send us messages on to ask questions or can call us for advice using the numbers on this page. 

  • If a family or friend becomes unwell – can they call the UEC virtual ward?

Unfortunately, the virtual ward is only able to support and look after the patients we enrol onto our service. If your friends or relatives are unwell, they need to get advice from their GP/111 or the NHS website. 

  • Can I use my own monitors to check my vital signs and send you the readings?

If you have been asked to provide us with readings of your vital signs (for example your blood pressure), you can use your own machine if you have one. The virtual ward team will be able to advise when they speak to you. 

  • Will I be offered any routine follow up after my illness?

Before you are discharged from our virtual ward you will be advised of any further follow up planned or advice to follow after you are discharged. Most patients will be referred back to their GP when their time on our virtual ward ends.     

To access this information in another format or language please contact the patient advice and liaison service (PALS)

  • Issue date February 2025​
Legal notice

Please remember that this page is intended as general information only. We aim to make the information as up to date and accurate as possible. Please therefore always check specific advice or any concerns you may have with your doctor.