Call For Concern

Information for patients, relatives and advocates

This information sheet is for the Call for Concern referral service for children, young people and adult patients in hospital. This enables the patient, their relatives, carers or advocates to call for help and advice if they are concerned that there is a noticeable change or deterioration in a patient’s clinical condition. This acts as an extra safeguard by referring to the Call for Concern service for a rapid review from a separate care team, particularly in the event of a suspected deterioration or serious concern on behalf of a patient.

Have you heard of Martha’s Rule?

This is a patient safety initiative enabling patients and their families/advocates to seek an urgent review if their condition or that of a loved one, is deteriorating and they feel their concerns are not being listened to.

Named after 13 year old Martha Mills, who tragically died of sepsis during her hospital

stay, despite her parent’s expressing serious concern about their daughter’s condition. The rule aims to prevent similar tragedies from occurring.

Patient safety is a high priority at Cambridge University Hospitals NHS Foundation Trust. We believe that patients, their families, carers or advocates know when their condition or that of a loved one is changing for the worse. Contacting our Rapid Response Team (RRT) is a way to add to the safety initiatives already in place at our hospital. The team are contactable 24 hours a day.

Who are RRT?

The CUH Rapid Response Team is a team of senior nurses and doctors, who specialise in the care of the acutely unwell and deteriorating ward patient. The team also work closely with critical care units in the trust to support those discharge from critical care to the wards.

Who are the call for concern team supporting children and young people?

The CUH Paediatric Critical Care Team and Paediatric Medical Teams are doctors who specialise in the care of sick children.

When to use the Call For Concern service?

When there is a noticeable change in the patient’s condition and you feel the healthcare team on the ward is not recognising your concern.

If you have concerns, please be sure to speak with the ward nurses and doctor prior to using the Call For Concern service. If you have ongoing concerns after speaking with them, you can contact us via the dedicated telephone number at the bottom of the page.

Who can make a Call For Concern?

A call can be made by the patient themselves or by any relative, friend, carer or advocate.

How do I make the call?

Call our number 07849701091 from any phone. If calling from hospital phone dial “9” first. Otherwise call Switchboard and ask for “Call For Concern”

Responding to your call

We aim to answer your call, but if we are unable to please leave a message. We will need to know the following information:

• the patient’s full name
• the ward they are currently on
• the reason for your call
• your contact number

The team will then assess the situation, and if appropriate they will visit the patient to discuss concerns and take any action required. The RRT will also speak to the patient’s primary medical and nursing teams as necessary and update you on any next steps.

The RRT is a very busy service looking after unwell patients across the hospital and therefore we triage calls based on clinical need. When you call the team you and we are unable to take the call, you can leave a message providing the information given above and we will get back to you as soon as possible.

Call For Concern via our dedicated mobile phone: 07849 701 091

When NOT to make a call...

This service is designed for urgent concerns about CHILDREN, YOUNG PEOPLE AND ADULT INPATIENTS ONLY. If your concern relates to an outpatient, please speak with the nurse in charge of the area.

If you need help in an emergency, telling a nurse or doctor on the ward team is the quickest way to get help.

The Patient Advice and Liaison Service (PALS) can provide help and support for non-urgent matters, complaints and feedback. You can contact them directly:

Telephone: 01223 216756

Inpatients: Dial *801 via the Hospedia telephone

Email PALS

Your feedback is important to us!

We are keen to establish how the patient and their loved ones feel about this service should they need to use it.

Below is a QR code with a link to a feedback questionnaire. If you do require our service, we would appreciate you taking the time to provide us with feedback.