Frequently asked questions

How can I get Life Lines tablets delivered to my NHS Organisation’s ICU?

We are currently taking orders for the Life Lines solution comprising a minimum of two 4G enabled tablets for each ICU. You can check if your organisation’s ICU is already supported by Life Lines here.

If your ICU has not yet requested Life Lines tablets, but would like to receive tablets as part of this project, please email to place an order. To place an order, we will request the following information: 

  1. The number of current physically disparate sites your ICUs are spread over
  2. Precise delivery address
  3. Name, email and phone numbers (preferably mobile) of twocontacts for your ICU to enable safe delivery of the tablets.

Alternatively, if your ICU has already received Life Lines tablets, but requires additional tablets, email to let us know.

How do I get started with using a Life Lines tablet once delivered?

In order to get started, make sure:

  1. you have been provided with aTouchAway logins comprising: tablet logins (e.g., administrative logins (e.g., your institutional generic password for all logins
  2. your institution has already been set up on the aTouchAway cloud (if you have received your logins, this will be the case)
  3. you have prepared your tablet devices by sequentially numbering and labelling them, e.g. Tablet 01, Tablet 02 etc, for reasons which will become apparent
  4. you have identified a convenient location in your clinical area to store the tablet
  5. you have labelled your chargers and charging cables.

These initial steps are outlined in our Information for clinicians, which also includes information around setting up and using the app.

If you need additional support with these initial steps, please email for guidance.

What if my ICU needs more tablets than the number delivered?

If your organisation has already received an order of Life Lines tablets, and you require additional devices to meet increasing demand, please email

We will attempt to honour your request as more devices become available, though we will prioritise the first round of deliveries to all ICUs across the UK.

Can we get the software if we already have compliant hardware?

We are able to offer a software only option of Life Lines for organisations that already have a supply of tablets. There may be some additional troubleshooting, which the Life Lines team can assist with. This is to ensure your organisation’s Wi-Fi, firewalls and proxies are set up as required.

If a software only option is one you would like to take up please email with the number of login’s required, the ICU and hospital this is for and a suitable contact (name, phone number, email address).

Can I use the devices provided by Life Lines and use alternative software for virtual visits?

If you feel the devices provided by Life Lines would help to aid virtual visiting in your hospital but the trust has decided to adopt a different virtual visiting solution than aTouchAway, we are able to unlock the device/(s) provided. Please email the Life Lines team at and we can work out the best way to do this.

Are there any running costs involved?

Data plans, device and software support, and App licences have been funded for 12 months via Life Lines. Each tablet is 4G enabled with an unlimited data plan as well as Wi-Fi compatibility. At present, therefore, all costs required to utilise the App are covered.

What do I do if I have an issue with the tablet or sim card?

If your issue relates to:

  • Connectivity/Mobile Network issues (Not WiFi)
  • Lost/Stolen Devices
  • Faulty/Damaged Devices

Then please call the EE service desk. Their opening hours are Monday to Friday, 8am-6pm (excluding English Public Holidays). They can be reached on 0800 079 3333 on a non EE handset or 158 if using an EE handset.

If your device has been set up correctly via the instructions on the information for clinicians page, but you require additional technical support to the above mentioned issues, the most efficient way to resolve this is to detail the issue in an email to We will endeavour to assist you in resolving this issue as soon as possible.

What do I do if I require technical support using the app?

If you experience operational issues with Aetonix aTouchAway, please visit the help centre, with an extensive knowledge base to help with troubleshooting. 

You can find more detailed FAQs relating to the app here. If your issue has not been covered here, please email with details of the issue and we will endeavor to assist you in resolving this as soon as possible.

What do I do if my device won’t connect?

If you are experiencing difficulty setting up, please visit our information for clinicians page for step-by-step instructions. If your device is correctly set-up and your issue is around device connectivity, please email for support resolving this.

What if I have 4G connectivity issues? Can I use the hospital Wi-Fi?

The tablet is enabled with Wi-Fi access and you should be able to connect to the hospital’s WiFi.

If the hospital Wi-Fi signal and 4G signal are both not strong enough to enable the use of the app, please email We may be able to provide some solutions to help with the connectivity issues.

My tablet set up with ATouchAway is malfunctioning, what should I do?

If you are experiencing an issue with the tablets that means you are unable to move on from the start up screen, allowing you only to Power off or Turn on, with 'aTouchAway' in one corner, it is possible someone used the “Control” feature in the app but did not use it properly.

To exit out of that User Interface, and go back to the usual app:

  1. Click on aTouchAway (in the top right corner of the screen)
  2. Enter the password aetonix456 and click on Unlock Setting
  3. Log out of this account
  4. Re-log in to the tablet account and click Save
  5. View the guidance on this page: Controlling patient accounts to correctly use this function

Is there any information on call etiquette?

We provide information on call etiquette on our information for clinicians page, including key points of discussion between the clinician and family members prior to making the call. If you would like additional guidance on this, please email

How do we return unwanted tablets?

For returns please email the Life Lines team at stating the hospital unit and how many devices you wish to return. We will then provide you with instructions on how to return these devices.