Setup, deployment and app management

The aTouchAway™ app enables secure virtual family visiting and virtual family updates for patients in intensive care and other inpatient settings.

The key features of aTouchAway are:

  • A secure cloud-based video and audio calling platform
  • Use of multiple tablet devices in the same ward or different ward to access the hospital’s patient directory
  • Ability to set up a hospital-specific patient directory and attribute one or more family contacts to each patient
  • Use of generic logins for tablet devices allowing any clinical team member to initiate a video call.
  • An Aetonix Help Centre with extensive up-to-date articles to support with installation and operation. 

This page provides the following guidance:

The diagram below provides a generic view of what your organisation may look like, assuming you have several clinical units where the ICU/ward team needs to connect to family members.

ATouchAway app diagram

Starter checklist

  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.

If you have not received your tablet logins, please contact

ATouchAway app Life Lines

Initial clinical team set up and login

  1. Switch on the tablet device, the power button is on the upper right side.
  2. Enter the device passcode.
  3. Click on the pre-installed aTouchAway™ app.
  4. Sign in to aTouchAway on the tablet using the tablet logins corresponding to the assigned tablet number. You will need your institution’s preset password which was provided with the logins. 
  5. Your tablet is now set up


  • We recommend against displaying the device passcode on the tablet itself nor in full view in clinical areas.
  • We advise downloading aTouchAway on a desktop or laptop computer and logging in using an admin login.

Setting up a family member, adding the patient & making a call

Life Lines setting up a family member adding the patient and making a call

Video call technique and etiquette

Call etiquette guidance is available whether you are working in ICU or on a ward.

Video call technique and etiquette

This guidance consists of the 4 P's to think about before you make the call:

  • Prepare: Is timing ok with family, patient and nurse? Is the patient in a suitable state for video? 
  • Phone: Prior to the call, check whether the family want a video call and make sure to discuss: respect for privacy while on the call, understanding of the patient's current state, clarification of who will be on the call and warnings around sharing sensitive information
  • Proceed: Go ahead with the call once this discussion has been had, making sure to not record any other patients in the ICU
  • Protect: Document this visit in notes and follow up with a phone call for welfare check if appropriate.


  • We recommend routinely setting up a next-of-kin password for each patient on admission to the ICU/ward. The password can be used to verify identity of visitors and prevent unwanted contacts.
  • Throughout the video calls, take great care to prevent the camera from inadvertently capturing other patients or clinical records.

You can download full PDFs whether you're looking for call etiquette for ICU or when on a ward.

Three-way calling functionality

This feature, previously only available to families, is now also available to clinical staff. This can be done via the aTouchAway app, meaning staff can now call two contacts attributed to a patient at the same time.

Controlling patient accounts

This function allows a healthcare professional using a tablet provided by Life Lines to select a patient from its list and “lock” the tablet into that patient’s account, protecting other patient’s confidentiality. While the tablet is in “lock” mode, the tablet can’t access any of the other patients’ accounts.

The patient is now able to use the tablet on their own and communicate with their relatives by adding them as contacts and initiating audio/video calls and sending text messages, as well as accessing their care plan, if available. When done, the tablet can be “unlocked” and moved to the next patient.

User Types

There are two types of patient accounts in the AETONIX system:

  • Mobile user: patients that can use the app with full functionality and are averagely tech-savvy. The interface looks the same as the tablet in ICU.
  • aTouchAway user: non tech-savvy patients that see a basic user interface (that looks different than the ICU tablet’s interface) that provides basic access with limited app functionality. Clinical teams have the ability to control what the patients can do, and this user type is used mostly on Home Care/COPD/senior patient scenarios.

Life Lines user mobileWhen creating a patient’s account in ICU, the default setting for user type is aTouchAway. We recommend switching this to Mobile as most users will be tech savvy enough to use it. See below for steps to do this.

NOTE: The Control function needs to be turned on for your organisation. Please let the Aetonix Team know if your hospital is interested by emailing and, and it and we will activate it. To take control of the patient’s account, you must first ensure the account’s User Type is set as a Mobile User. To do this:

  1. Go to the Creation & Token tab located in the bottom-right of the home page
  2. Search for the patient and click on their name
  3. In the User Creation/Edit page, select the User Type as Mobile. Click Save when done.

Life Lines creation and tokenOnce the account User Type is set as Mobile, the steps to control the account are:

  1. Go to Creation/Token
  2. Click on Control next to the selected patient to log in
  3. You will be logged in as the patient; at this time, it is safe to allow the patient to use the tablet to add contacts/call their relatives. Patients can invite other contacts by following the same steps the tablet would normally follow. (Home > Your Contacts section > Invite a new contact).

To return to the tablet’s account (default view):

  1. Go to Account Menu (top left of the screen) and click on the Log out & Return button

  2. Re-log in to tablet account, by entering the password for that tablet and click Save

Warning: If the User Type was NOT set as Mobile prior to controlling the account, the account of the patient will look like the image below when controlled, and this will not allow the patient to use the tablet to call their contacts.

Control functionality

To exit and go back:

  1. Click on aTouchAway (if there is no aTouchAway logo,which may be the case on smaller devices, click on the time section at the top-right corner)
  2. Enter the password aetonix456 and click on Unlock Setting
  3. Click on Log out
  4. Re-log in to the tablet account and click Save
  5. Go through the steps above to change the User Type to Mobile and retry the Control

If at any point in this process you encounter issues or have questions, don’t hesitate to reach out to Aetonix Support at and or by using the chat on the website

Manager grouping functionality

Aetonix released a new version of the Aetonix Dashboards and the aTouchAway™ app on May 23, 2020 to offer manager grouping functionality.

This update, applied across all tablets, enables a hospital’s aTouchAway patient list to be categorised into groups and given a relevant name to reflect the hospital's footprint. These groups are created and edited via your dashboard. You can group all tablets (patients) within the same ICU unit, and in cases where a tablets (patients) moves to a different ICU the tablet (patient) can be transferred to that group.

Guidance on manager grouping functionality and instructions to set up a group through your aetonix dashboard are here.

The guidance is broken down in two sections:

  • Aetonix Dashboards steps
  • aTouchAway App steps

Aetonix Dashboards steps

This functionality allows to group all tablets (patients) within the same ICU unit, and in cases where a tablets (patients) moves to a different ICU the tablet (patient) can be transferred to that group. 

To create/edit/delete a Management Group:

  1. Go to Dashboards (Google Chrome), under Group Management section > Management Groups page
  2. Under the Management Groups section, click on the 'Create a management group' button
  3. Type the name and description, and click on the 'Create' button
  4. Click on the Gear icon on that specific management group to grant permissions to group, and then click 'Submit' to save the changes. The submitted permission will be applied to every manager inside the group, also for any manager added into the group in the future.
  5. Click on the 'Edit' or 'Delete' icon for each specific Management Group, to change the group’s name/description, or to delete that Management Group.

To add/remove mangers to the Management Group:

  1. Under the right-side Managers section, click on 'Add a manager' to search and add managers to the group. You can add as many managers as necessary
  2. Click on the Remove icon beside each manager to remove that manager from the Management Group.

To add/remove multiple mangers to the Management Group at one time: 

  1. Go to Group Management section > Staff page.
  2. Click on the 'Edit' button on the top left. Then check the box(es) for the managers you want to edit, or click 'Select all' for selecting all the mangers in this group/page.
  3. Click on the 'Change Manager groups' button, choose the Management Group and click on the Add icon to add all the selected managers to that Group.
  4. Click on the Remove icon to remove all the selected managers from that Group, nothing will happen if selected manager is not part of that Group.

To assign/remove tablets (patients) to this group:

  1. Go to Dashboards > under User Management section > Creation/token page
  2. When creating new tablet (patient), click on the 'Add' button at the bottom page. On the Create page, select 'User Management Group' and choose the Group from the dropdown list, the tablet (patient) will be added to that Group once it’s created 
  3. For existing tablet (patient), locate the tablet (patient) to be added and click on the Edit icon.
  4. Under 'User Management Group' choose the Group from the dropdown list and click on the Save button. The user will be removed from the old group and added into the selected group only, if the user was in another group before. The tablet (patient) will now be added to that group, and you can continue adding as many as necessary.
  5. To Remove the tablet (patient) from its belonging Management Group. Choose the None from the dropdown list.

aTouchAway™ app steps

Manager Grouping functionality 

The above Manager Grouping functionality for assigning/removing tablets (patients) to the Management Group can also be achieved on the aTouchAway™ app

To assign/remove tablets (patients) to this group:

  • On the app’s Main page, click on the creation/token tab at the bottom screen.

It shows all your tablets (patients) here when the Patient Unit Filter is by default set to Uncategorised. It only shows the tablets (patients) who are belonging to that Management Group when set the Patient Unit filter to a certain group.

  • When creating new tablet (patient), click on the Create new user button. On the User Creation page, select the User Management Group and choose the Group from the dropdown list, the tablet (patient) will be added to that Group once it’s created when click on the Save button.

Do not select any or select None from the dropdown list will do nothing about the Management Group assignment. 

  • For existing tablet (patient), click on that tablet (patient) to be added to open the User page. Choose the Group from the dropdown list and click on the Save button.

The user will be removed from the old group and added into the selected group only, if the user was in another group before. The tablet (patient) will now be added to that group, and you can continue adding as many as necessary.

  • To Remove the tablet (patient) from its belonging Management Group. Choose the None from the dropdown list.

Filter & Search functionality on home page of aTouchAway™ app

This allows to “filter” tablets (patients) by selected Management Group directly on the home page of the app.  It also supports users to search for some specific tablets (patients) under each group. 

  • All tablets (patients) that have NOT been assigned to a group will be displayed as Uncategorised.
  • Tablets (patients) that have been assigned to a group will be displayed when selecting the group name.
  • Type in the search text field will show the tablets (patients) who match the result under each group.

Written guidance with acompanying images is available here.

Alternative method for inviting a family member to join aTouchAway  

Password guidelines Life LinesAnother way to invite a family member to join aTouchAway is to invite them within the app; this requires you to know their email address.

  1. Navigate to your patient; click your patient, click on contacts
  2. Click on invite new contact
  3. Enter the family member’s email address. This step generates an invitation to the recipient to download the aTouchAway app.
  4. The family member receives an invitation email from Aetonix aTouchAway containing a link. When clicked they are taken to a registration page
  5. Note that the family member must sign in using the same email they provided to the clinical team
  6. Once registered, the family member receives instructions to download aTouchAway.
  7. When downloaded, the family member signs in to aTouchAway which generates a contact request on the clinician tablet.
  8. Tap accept.
  9. The family member is now added as a contact.

Updating the aTouchAway app

The update mechanism is dependent on device type and device settings.

On Samsung BT tablets from Life Lines the aTouchAway app will be automatically updated to the newest version within 24 hours of a version release providing:

  1. The device is powered on and is charging.
  2. The device is idle (i.e. the screen is black).
  3. aTouchAway is not actively being used.

On own devices e.g. iPAD this will depend on whether your iPAD is set to auto-update apps and also depends on whether your institution’s iPADs are under a centralised device management system. aTouchAway can be manually updated in the App Store.

On smartphones used by relatives automatic app updates may be enabled or disabled depending on the user’s settings. A banner will appear in aTouchAway on the home screen when a new update is available. Clicking this banner will link directly to the corresponding app store to initiate update.


  • For the app updates to occur promptly, please ensure that the Life Lines tablet devices are returned to charging status and remain powered on when not in use.
  • If an update does not appear to be loading, you may manually force the application update via the app store. Open Play Store app on the devic, select aTouchAway app and click update

Deactivating patient accounts

Below are the steps to follow to deactivate a patient account when they leave the hospital. These steps are to be taken by your site’s administrator account that was provided with your tablet logins.

1. Log in to the Aetonix Dashboards at On the login page, log in using one of your institution’s aTouchAway admin logins.

2. Under the User Management section, go to Creation/Token.

Life Lines step 2

3. You will be presented with a full list of the patients that have been created in the Aetonix System using the aTouchAway app. Search for the patient to be deactivated using the search bar at the top, then click on the Edit button.

User creation token step 3

4. Under User Active State, choose “User is not active”. Click Save when done.

Life lines step 4

5. You will receive a warning for your confirmation. Click YES to disassociate the patient account from all the tablets in your site.

Step 5

6. The patient will be marked red and will disappear from your list of Managed Users in the aTouchAway app.

Step 6

If you experience any problems using AtouchAway, you can visit the Aetonix Help Centre, with a number of up-to-date articles to support you with installation and operation of the software.