The Call for Concern team are a new service available to patients when they are worried that their condition, or that of a relative or friend admitted to hospital, is getting worse and they think they need to be seen by a member of staff urgently.
Patients and families will be able to Call for Concern via our dedicated number 07342 714 739, any time, from any phone.
We have now rolled out Call for Concern to all adult inpatient wards in the Trust.
CCOT work across the hospital providing urgent critical care expertise to extremely unwell patients on our wards. They provide a quick response to support the management of patients whose condition has deteriorated.
We recognise that patients, carers and family members often know when their condition or that of a loved one is changing for the worse. The Call for Concern service complements the other patient safety initiatives already in place at our hospital.
Patients can contact the Call for Concern team if they are worried that their own condition as an inpatient, or that of a friend or relative, admitted to our hospital is getting worse.
We are advising patients to speak to a nurse or doctor on the ward and say that they would like an update on how the patient is doing. Staff should arrange this for them, but we have advised that someone may not be able to speak to them right away.
A call can be made by the patient themselves or by any relative, friend, carer or advocate.
Please speak to a nurse or doctor on the ward and say that you would like an update on how the patient is doing. They will arrange this for you, but someone may not be able to speak to you right away.
Always discuss your concerns with the doctors and nurses responsible for your /your loved one’s care on the ward first. In daytime hours this can ensure that members of staff who know the most about your condition can give you advice and support, and act upon your concerns.
If you still decide you need/would like to speak to the Call for Concern team, you can call 24 hours a day, 7 days a week. The team will then triage your call and tell you what will happen next.
You can contact Call for Concern if you are feeling more unwell, or are worried that your condition is getting worse. The Call for Concern team can provide a rapid assessment and recommendation regarding a deteriorating episode.
The Call for Concern team will work closely with you and all the health care staff to act on your concerns. To improve your care, comfort and safety, all the health team members will work together to find solutions to the problems identified .
When the CCOT team receive your call, they will request some simple details, such as name of the patient, date of birth, location (e.g. ward) and a brief description of the concern.
After prioritising the urgency of the concern, the team will (where appropriate) visit you on the ward to discuss your concerns, assess the situation and instigate treatment or further review as required.
The team will liaise with your/the patient’s medical team and any other relevant health care professionals, as needed to discuss management plan and ensure continuity of care.
Occasionally the team will be unable to immediately answer your call, however, please leave a message providing the same information as described above and a contact number and we will get back to you as soon as possible.
When a Call for Concern is made, the team will follow a process which is relevant to the referring area.
No, using Call for Concern will not negatively impact you/your loved one’s medical treatment and care in any way. We appreciate that patients or their loved ones may recognise that something is wrong before the healthcare team does and we want to work with you to achieve the best outcome.
The Call for Concern service will not be able to address the following areas:
Second opinions - If you would like a second opinion on an aspect of treatment you or your relative is receiving then please speak to the medical team about this. Call for Concern are not able to offer support in this process.
Essential nursing care - This is best delivered by the nursing team caring for you or your loved one. You can also ask to speak to the nurse in charge, ward leader or matron if you have concerns regarding this element of you or your loved one’s care. This may include concerns around personal care, food or facilities.
Reporting general problems ( for example issues with parking, food etc) - Your ward nurse can escalate concerns regarding this.
Pat ient Advice and Liaison Team (PALS) - The PALS Team offer an impartial and confidential service. They can listen to concerns and help resolve them informally, as well as providing information about organisations offering help and support in a range of areas. They can also explain the procedure for making a formal complaint.
You can email the team at ch-tr.PALS@nhs.net or phone on 020 8401 3210. Opening hours are 10am — 4pm Monday to Friday (excluding Bank Holidays).
Carer / counselling / bereavement support - Please speak with the ward nurses for more information on accessing this.
Call for Concern is in line with ‘Martha’s Rule ’, which is being rolled out widely by the NHS in England to give patients and families access to an urgent review if they are worried about a condition getting worse.
Martha Mills died in 2021 after developing sepsis in hospital, where she had been admitted with a pancreatic injury after falling off her bike. Martha’s family’s concerns about her deteriorating condition were not responded to promptly, and in 2023 a coroner ruled that Martha would probably have survived had she been moved to intensive care earlier.
