Service Urgent Community Response Service

Service overview

We aim to prevent unplanned visits to hospital by treating and supporting you in your home or care home if you suddenly feel unwell and need help.

Reasons for needing our help can include:

  • a fall caused by a new condition, or a condition that is suddenly getting worse
  • a deterioration in your health, including fluid retention, shortness of breath, dehydration, high temperature, difficulty going to the toilet
  • a sudden decline in mobility or strength
  • urgent equipment needs
  • recent or worsening confusion/delirium, caused by an acute infection
  • urgent support for diabetes
  • urgent catheter care
  • unpaid carer breakdown (when your carer is suddenly unable to continue helping you)
  • managing symptoms and your comfort during end-of-life (palliative) care

Please call 999 if you need urgent medical help.

We can also talk about changes to your home if you need equipment to stay say and independent, and we may refer you to our Frailty Virtual Ward or connect you with other health and social care services if you need ongoing support.

If you live in a care home, we’ll work closely with the care home staff to support you until your condition improves.

While you're using our service, you’ll still be under the care of your GP.

Accessing our service

You must be aged 18 or over and registered with a GP in Berkshire to access our service. A GP must refer you into our service.

We aim to be at your home within two hours of receiving a referral from your GP, healthcare professional, or NHS 111, or the next day if the referral is made after 6pm.

All referrals are managed by our Integrated Hub which coordinates access to community services like ours.

We can’t help if you need mental health support or you need tests or treatments that can only be carried out in hospital. Please call 999 if you feel seriously unwell or need emergency care.

Our team includes a range of clinicians, including nurses, paramedic practitioners, physiotherapists, and occupational therapists. Whoever comes to see you will depend on your needs.

We’ll work with you to create a support plan and discuss whether to discharge you or refer you to our Virtual Frailty Ward for ongoing treatment. We may also direct you to other support services if we think it will help you.

We’ll keep your GP informed while we’re supporting you.

Frailty Virtual Wards

Our Frailty Virtual Wards provide support at home or in your care home to help avoid a hospital stay if you suddenly become unwell.

You’ll receive the same high-quality care as you would in a hospital, including all the tests and treatments you need. While under our care, a consultant who specialises in care for older people (geriatrician) will oversee your treatment, and a healthcare professional will contact you at home every day.

We’ll assess and provide short-term treatments like intravenous (IV) antibiotics, fluids, physiotherapy, or equipment to help with your recovery.

You could be under our care for up to five days, depending on your needs. In most cases, you’ll be able to stay at home for your treatment, avoiding the need to go to the hospital.

Once your treatment is complete, you’ll be discharged back to the care of your GP, and we may refer you to other community services or carer support if needed.

Patient appointment

Your e-Health Passport

Your e-Health Passport lets us know what's important to you - from your preferred name and pronouns to how you'd like us to support you and communicate with you.

Learn more

Contact us and FAQs

Urgent Community Response (UCR)

UCR is only available through a referral from your GP, a health or social care professional, NHS 111, or 999.

We can also help you with

Is there any information for friends, family and carers?

If you’re a family member/carer or you look after someone, there’s practical, financial, and emotional support available to you from a range of local communities and national organisations.  

How do I request an interpreter?

We can provide language translation and interpretation support whenever you visit or contact us.

Tell our staff which language you prefer to use, and we will make sure the right communication support is in place for your assessment and treatment. Please let us know as early as possible so we can ensure the appropriate translation or interpreting support is available.

We offer a range of professional services to ensure everyone can understand and be understood:

  • telephone interpreting
  • video remote interpreting (VRI)
  • face‑to‑face interpreting
  • written translation
  • British Sign Language (BSL) interpreting
How can I get information in an accessible format?

Anyone with a disability, impairment, or sensory loss has the right to receive information in a format that meets their needs. Under the Accessible Information Standard (AIS)—a legal requirement for all health and adult social care providers—we must ensure that people who use our services, including carers and families, can understand the information we provide and communicate effectively with us.

We can offer information in a range of accessible formats, including:

  • British Sign Language (BSL)
  • large print
  • braille
  • audio
  • easy Read
  • email
  • text message
  • face‑to‑face support with a carer or advocate present

If you need information in any of these formats, please tell a member of our team and we will make sure your communication needs are met.

Are service dogs allowed to my appointment?

Yes. You are welcome to bring your registered service animal, such as a guide dog, hearing dog, medical alert dog, or other trained assistance dog to your appointment.

These animals are recognised as essential support and are permitted in most areas of our services.

To help us prepare, please let the team know before your appointment if you will be attending with a service animal. This allows us to make sure the environment is safe and comfortable for you, your animal, and other patients.

Please note that service animals may not be able to enter certain restricted clinical areas for safety or infection‑control reasons, but we will always work with you to find an appropriate alternative.

Treating our team with respect.

Respect is important.

We will be polite and kind and we expect that you treat our staff in the same way.

Abuse, hate and discrimination against our staff is unacceptable.

We will take strong action against anyone who is verbally, racially, physically, or sexually abusive to them.

This includes contacting the police to prosecute, and stopping future access to our healthcare services.

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