Service Urgent Community Response Service

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Service overview

We aim to prevent you needing unplanned visits to hospital by treating you in your home if you suddenly feel unwell.

You might need help for different reasons, such as:

  • a fall caused by a new condition, or you condition is suddenly getting worse
  • a sudden decline in mobility or strength
  • your health getting worse, including fluid retention, shortness of breath, dehydration, high temperature, difficulty going to the toilet
  • urgent equipment needs
  • recent or worsening confusion or sudden change in your mental function (delirium), caused by an acute infection
  • urgent support for diabetes
  • urgent catheter care
  • your carer is suddenly unable to continue helping you, maybe due to breakdown
  • 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.

We may refer you to our Frailty Virtual Ward or with other health and social care services if you need ongoing support.

We can work with your care home staff 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.

You can be referred by your GP, healthcare professional, or through NHS 111.

Response times

If your referral is before 6pm, we aim to be at your home within two hours

If your referral is after 6pm, we will visit you the next day

All referrals are managed by our Integrated Hub.

We will send the right specialist to suit your care needs, such as a nurse, physiotherapist, or occupational therapist (OT). 

Our team will create a support plan with you and tell you when you can be discharged or moved on to our Virtual Frailty Ward for further care.

We may guide you to other support services if we think it will help you.

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

Urgent care and mental health support

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.

Frailty Virtual Wards

Our Frailty Virtual Wards allow us to give the same high-quality care you would receive in hospital, but in your own home. This includes all the tests and treatments you need.

Our consultant for older people care (geriatrician) will talk with you about treatment, and a healthcare professional will contact you at home every day.

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

You may be with us for up to five days. We'll discharge you back to the care of your GP when you treatment is done, and we may refer you to other community services or carer support.

Patient attending a 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 from a range of local communities and national organisations.  

How do I request an interpreter?

We can provide language translation and interpretation support.

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 get information in a format that meets their needs.

The Accessible Information Standard (AIS) is a legal requirement for all health and adult social care providers. This means making sure that people who use our services, including carers and families, can understand our information and communicate with us easily.

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.

What does it mean to treat 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 may include contacting the police to prosecute, and stopping future access to our healthcare services.

How do I find my NHS number?

The easiest way to find your NHS number is using the official NHS online service which can be accessed below.

You may also want to read our guidance page for more information about other ways to find your NHS number or what to do if you cannot find yours.

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External support

Age UK

Age UK provides a range of free services for people aged 50 and over in Berkshire, including practical advice, a handyperson service, and support for carers.

Asthma + Lung

Useful guidance for managing COPD and other respiratory illnesses.

Diabetes UK

Support and advice to manage your diabetes.

Pharmacy2U

Free home delivery of your NHS prescriptions and online pharmacy.

PillTime

An NHS pharmacy service that delivers medication in pre-prepared pouches for the time of day they need to be taken, making it easier to know which to take and when.

Pumping Marvellous

A charity for people experiencing heart failure, providing advice such as how to recognise deterioration.

SIGNAL - Support for Carers

Advice and practical support for carers of all ages.