Successful first year for Call for Concern
Our Call for Concern service has been successfully running for a year, taking an average of 12 calls a month.
The service was introduced in July 2024. It supports Martha’s Rule, a patient safety initiative providing patients and families with a way to seek an urgent review if their or their loved one’s condition deteriorates and they are concerned this is not being responded to.
Our Recognise and Respond Team (RRT) who have specialised training in treating and recognising deteriorating patients can be contacted 24/7 on a dedicated phone number. During the last year they have received 134 calls, the majority of which have been made by patients’ relatives or carers.
Alanna Forrester, RRT Clinical Nurse Lead, said: “We’re pleased to offer the service which empowers patients, relatives, carers and staff to seek help when they are concerned a patient is becoming more unwell. We want them to feel confident to speak with staff on the ward, but Call for Concern gives them an additional safety net. Patients and their loved ones, know them best, and therefore may be able to pick up on softer signs of deterioration such as changes in behaviour and function.
“The majority of calls we’ve responded to have been from loved ones who are concerned things aren’t going to plan or aren’t happening as they’d expect. Often, we’ve just needed to provide assurance that appropriate care is in place and facilitate improved communication, at other times we’ve been able to support wards to ensure appropriate care is in place.
“The service creates open lines of communication with patients and their loved ones, ensuring help is easily accessible at any time.”
During the last year the service has also been implemented in Jenny Lind Children’s Hospital with a Senior Paediatric Nurse responding to calls about paediatric in-patients. Further work is ongoing to embed the service in out-patient areas and in the Emergency Department and Maternity.
David Thornton, RRT Matron, added: “I am extremely proud of the team’s engagement and approach to such a critical and important addition to the Trust’s current patient safety initiatives. Every patient who calls the Call for Concern service is listened to and heard by a member of the Rapid Response Team, who diligently work to meet the patient’s needs. This often requires time, compassion, and excellent communication skills to address concerns ranging from minor to major.
“We are now looking forward to the next stages of implementing Martha’s Rule across the wider Trust, encompassing all components of the initiative and ensuring that every patient has access to this vital service.
“I am excited to continue this important journey.”
- To make a Call for Concern, please call 01603 288249.