Call for Concern - Martha's rule

Call for Concern gives you a way to speak with our Critical Care Outreach Team about an urgent assessment if you, or someone being treated in our hospital, is becoming more unwell and you think they need to be seen by a member of staff urgently.

We encourage you to discuss your concerns with the doctors and nurses on the ward first. They will know the most about your condition and are the best people to address your concerns in the first instance.

If you are still worried that you, or someone receiving care, are becoming more unwell, then Call for Concern on 07342 714 739 at any time. You can speak with our Critical Care Outreach Team who will listen to your concerns and assess the need for an urgent assessment.

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. 

Things to note:

  • We cannot give updates or disclose medical information through Call for Concern.
  • This service is only available to inpatients (a patient who has been admitted to an adult ward in the hospital) whose condition has gotten progressively worse. 
  • If you are a member of the public seeking medical advice, please call  NHS 111 , speak to your local GP or pharmacy, or in urgent emergency dial 999. 
  • If you would like an update on the status of a patient, again, contact the doctors and nurses on the ward. 
  • If you are looking to make a complaint about your care, contact our Patient Experience Team.

 

What is Call for Concern?

Call for Concern is a patient safety initiative run by our Critical Care Outreach Team (CCOT) and is part of NHS England’s Martha’s Rule pilot programme.

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 advise people to speak to a nurse or doctor on the ward first and say that they would like an update on how the patient is doing. If this is not possible, or you feel your concerns are not fully addressed, then the next step would be to use Call for Concern.

Who can call?

A call can be made by the patient themselves or by any relative, friend, carer or advocate. Please note that this service is only for inpatients who are currently admitted on a ward at the Trust.

If you are a member of the public seeking medical advice, please call NHS 111, speak to your local GP or pharmacy, or in urgent emergency dial 999. 

How do I get information about my relative's condition?

Updates and communication about ongoing treatment are the responsibility of the medical team looking after you.

Please speak to a nurse or doctor on the ward and say that you would like an update. They will arrange this for you, but someone may not be able to speak immediately.

We cannot give updates or disclose medical information through Call for Concern.

If you are finding it difficult to get an update from the team on the ward then please contact Patient Advice and Liaison Service via email (ch-tr.PALS@nhs.net) or telephone (02084013210) who can help.

When can I call?

You can call 24 hours a day, 7 days a week if you are worried that someone's condition is getting worse.

If we do not answer your call immediately please leave a message with your details and we will try to get back to you as soon as we can.

Patients: You can contact Call for Concern if you are feeling more unwell or worried your condition is getting worse to discuss and you need an urgent assessment.

Families advocates and carers: If you feel that your relative’s condition is getting worse, or that something is not quite right, then please contact Call for Concern to discuss an urgent assessment.

We strongly advise you to discuss your concerns with the doctors and nurses on the ward first. This ensures that members of staff who know the most about their condition can act upon your concerns quickly.

What happens when I contact call for Concern?

When you use Call for Concern you will be given the option to speak with PALS or our Critical Care Outreach Team. Speak to PALS if your concern is about care, communication issues or difficulty getting an update.

You can speak to the Critical Care Outreach Team (CCOT) if you are worried that you, or someone you know being treated in the hospital, is becoming more unwell. CCOT will request details such as the name of the patient, date of birth, location (e.g. ward) and a brief description of your concerns. 

CCOT will then listen to your concerns and assess the need for an urgent assessment.

Will making a Call for Concern affect how I or my loved one is cared for while in hospital?

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.  

We want to listen you to identify deterioration early and achieve the best outcome.

What is Call for Concern not able to help with?

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.

Nursing care: It is essential that you speak to the nurse in charge, ward leader or matron if you have concerns regarding nursing care. This may include concerns around personal care, food or facilities.

General problems (e.g. parking or hospital food): Speak with your ward nurse or the Patient Advice and Liaison Service (PALS) about these issues. 

Patient Advice and Liaison Team (PALS) - The PALS Team offer an impartial and confidential service. confidential service. They can listen to concerns and help resolve problems, as well as providing information about organisations offering help and support for a range of situations. 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.   

Updates -  Call for Concern cannot provide routine medical updates. If you would like an update then please speak with the nursing or medical team on the ward.

  

 

Call for Concern and Martha's Rule

Call for Concern is part of the NHS England’s ‘Martha’s Rule’ programme, which aims to give patients and families access to an urgent review if they are worried about their condition getting worse while in hospital.

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.  

MarthasRule