Telehealth Remote Monitoring Terms of Use Guide

What is Telehealth

Telehealth is a way of monitoring your long term condition from home using simple digital technology.

The Graphnet Luscii technology team works with Telehealth at Mersey Care, to provide proactive digital monitoring for long term conditions across Cheshire and Merseyside

The Telehealth clinical team monitors your vital signs and reviews your readings to help you manage your condition while staying at home.

You will use the Luscii mobile app (by Graphnet Luscii) and, if needed, monitoring equipment to send readings such as:

• Blood pressure
• Oxygen levels
• Heart rate
• Weight
• Symptoms.

Your readings are securely sent to the Mersey Care Telehealth clinical team, who review them and contact you if anything needs checking. Telehealth can help spot problems early, support you to stay well, build confidence in managing your condition, and reduce unnecessary hospital visits.

Who provides the service?

Telehealth at Mersey Care provides clinical monitoring and care.

Graphnet, powered by Luscii, provides the digital app and technical support.

Why have I been offered Telehealth services?

Your health and care records show you have one or more health conditions that would benefit from remote monitoring.

You have been offered Telehealth to help proactively monitor your long term condition and support you to manage your health at home. Telehealth helps your healthcare team spot changes sooner and take action if needed, before problems become more serious, reducing exacerbations and hospital admissions.

Telehealth works alongside your GP, specialist nurses and community teams as part of your usual care.

How long will I be using Telehealth services?

Your Telehealth nurse will discuss and agree with you how long you will be monitored.

Depending on your progress and symptoms, you may stop monitoring and be discharged back to your GP after an agreed period or move to weekly monitoring if ongoing support is required.

Important safety advice

If you need urgent medical help, please contact your GP. If it’s outside normal hours, call NHS 111 and in an emergency, dial 999.

What do I need to do next?

The Telehealth Team will call you to explain the service, confirm you are happy to be enrolled, and help you get set up.

You will receive training, any required equipment, and instructions for using the Luscii app.

If you have any queries or require more information, contact the Telehealth Hub on 0151 285 4651 (Monday to Friday 9am to 5pm).

Getting started

You will use an app on a smartphone or tablet to record and share your observations, measurements, and readings with the Telehealth Team. To set up the app, you will be asked for basic details about yourself, such as your name, date of birth, address, and contact information (such as your phone number or email address).

Your observations, measurements, readings, and answers to any questions will be sent securely to the Telehealth Team.

When should I take my readings?

Please submit your readings Monday to Friday before 11am.

If readings are not received, the Telehealth Hub may contact you to check if you need help.

What happens after I send my readings?

A Telehealth clinician reviews your readings. If needed, they will call you to discuss them.

If your readings are outside your normal range, you may receive advice or be referred for further care.

If you feel unwell after sending readings, please contact the Telehealth Hub on 0151 285 4651 (Monday to Friday 9am to 5pm).

Who owns the equipment?

All equipment is on loan from Mersey Care NHS Foundation Trust. When you leave the service, we will arrange for the return of the equipment.

Accessibility and technical support

Please contact Luscii support on 0800 358 6050 or support@luscii.com or www.luscii.com/help

Use of the Luscii application

The Luscii app is used to record and send your observations, measurements, readings, and symptoms, and to support communication between you and the Telehealth team.

The app supports your direct care and is not a replacement for emergency, urgent or usual care.

Your readings are analysed and reviewed by your Telehealth team and your GP or community health teams.

You must follow all instructions from the Telehealth team on how and when to use the Luscii app and monitoring equipment.

Agreed terms of use/monitoring

The Luscii mobile app may need to be updated from time to time to enable it to continue working correctly. If you use your own smartphone or tablet, you must allow normal app updates from the Google Play Store or Apple App Store.

If you use your own smartphone, tablet, or computer to access Telehealth, you are responsible for any mobile data or internet charges.

If you are provided with Telehealth equipment, you are responsible for keeping the device charged and for using your own Wi-Fi if required.

Telehealth supports your usual healthcare but does not replace medical care. You should continue to contact your GP, specialist nurse, community team, NHS 111, or emergency services as you normally would if you feel unwell.

Telehealth monitoring operates Monday to Friday between 9am and 5pm and is not an emergency service. In an emergency, you must always call 999.

Telehealth equipment is provided to you on loan for a limited period. A Telehealth nurse will contact you after a few months to discuss whether monitoring will continue, be reduced, or end.

Taking part in Telehealth is agreed as part of your care plan. To allow safe monitoring, healthcare staff within the Telehealth service will have access to your medical records.

Calls to and from the Telehealth service may be recorded for safety, training, and quality purposes.

Your Telehealth information will be shared with clinicians involved in your care, including your GP and specialist nurses, where applicable.

Your monitoring information may be used for audit, service improvement, and research purposes. Any data used will not identify you.

If you are going away or unable to take readings for a period of time, you must inform the Telehealth team and, where applicable, your specialist nurse.

You do not own any Telehealth equipment provided as part of the service. All equipment must be returned when you are discharged from Telehealth.

If you do not return the equipment, you will be contacted to discuss options for returning the kit.

If you are unable to return the kit and are not contactable by phone, you may receive an unscheduled visit from our technicians to collect it.

After all options for retrieving the kit have been exhausted, Mersey Care NHS Foundation Trust will no longer be responsible for the kit's use.

Our patients matter

Mersey Care NHS Foundation Trust listens and responds to patients and their carers to help improve the services we deliver.

If you have any comments, compliments or concerns you can speak with a member of staff or contact our Patient Advice and Liaison Service (PALS) and Complaints Team.

Telephone: 0151 471 2377 Freephone: 0800 328 2941 Email: palsandcomplaints@merseycare.nhs.uk