Call 4 Concern

Call 4 Concern is a patient safety service we offer to inpatients at Southport and Whiston hospitals.

It’s part of Martha’s Rule - a national NHS initiative that recognises that patients’ loved ones know them better than anyone, and may notice small changes before their care team does.

Call 4 Concern is here to help if you are worried that:

• You or your loved one is getting worse while in hospital, and
• You feel your concerns have not been fully listened to or acted upon.

What is Call 4 Concern?

• Call 4 Concern enables you to ask for extra help if you are seriously worried about a patient’s condition.
• Sometimes patients or families notice small changes before anyone else. If something doesn’t feel right, it’s important to say so.

When should you use it?

Ward nurses and doctors should always be your first point of contact. However, if you remain concerned, Call 4 Concern is there as an extra layer of support.

• You should use Call 4 Concern if:
  • You notice changes in breathing, pain, behaviour, or alertness
  • You are concerned a patient seems more unwell than before
  • You have already spoken to ward staff but are still worried
  • You feel urgent medical review is needed

When shouldn’t you use it?

If you have concerns that are not related to a patient’s health or medical care, please raise these with the ward nursing team in the first instance.

This may include concerns about:

• The quality or variety of food provided
• The cleanliness of the ward
• The general hospital environment
• Any other non-clinical issue

The ward team will advise you on the appropriate next steps.

If after that you still feel your concerns have not been resolved, you may wish to contact our Patient Advice and Liaison Service (PALS) team:

• Telephone: 01704 704703 (Please note all incoming and outgoing PALS calls are recorded for training and monitoring purposes)
• Email: soh-tr.pals@merseywestlancs.nhs.uk

Why is it important?

• Your voice matters.
• We know that families and carers know their loved ones best. Call 4 Concern makes sure that worries about a patient’s condition are taken seriously and reviewed quickly.

Ward nurses and doctors should always be your first point of contact. However if you remain concerned, Call 4 Concern is there as an extra layer of support.

How and when to contact the Call 4 Concern Service?

STEP ONE - You should discuss any concerns about a patient’s condition worsening with the ward nursing team first. If you do not feel your concerns have been addressed, ask to speak to the nurse or medical team in charge of the ward.

STEP TWO - If after speaking to the nurse or medical team in charge you still feel that your concerns have not been resolved, call the Call 4 Concern team.

The Call 4 Concern team will ask you for your name and contact details, the name and location of the patient, and a brief description of your concern.

Please note that the Call 4 Concern team will aim to answer your call and resolve your concerns in a timely manner. However, depending on the demand for the service, there may be times when the team are delayed in responding to your call or visiting you. We appreciate your patience and understanding.

What happens next?

Following a call or visit the Call 4 Concern team will then assess how best to help you or the patient and decide on the best course of action to try to resolve your concerns. This may involve:

• asking the patient’s healthcare team to visit you on the ward to perform an assessment.
• sending members of the Call 4 Concern team (experienced clinical practitioners specialising in reviewing and assessing unwell adult patients) to assess you or the patient’s current state of health.

Is Call 4 Concern a second opinion?

Call 4 Concern gives hospital patients and their families direct access to an independent assessment if their condition is getting worse.

This is separate from a ‘second opinion’, which is an already established process where patients and their families can ask to see a different consultant to discuss a diagnosis or treatment. This can take time to arrange. If you would like a ‘second opinion’, you can raise this with your current consultant yourself or discuss your concerns with the ward manager/matron.

Call 4 Concern© copyright is owned by Royal Berkshire NHS Foundation Trust and used with their kind permission.