Call 4 Concern

What is Call 4 Concern?

Call 4 Concern is linked to Martha’s Rule, a patient safety critical care initiative from NHS England that allows patients, families and carers to request a rapid review if they have concerns about a patient’s condition.

We recognise that sometimes the patient or relative/carer can see that something is wrong before anyone else does. As part of this initiative, staff will complete a patient wellness assessment with the patient relative/carer, to gain a daily insight into how the patient is feeling.

This service is available 24-hours a day and is delivered by the Critical Care Outreach Team, who support ward teams in caring for acutely ill patients.

When should I make a Call 4 Concern call?

You can call Call 4 Concern if you are worried that you, or your relative/friend is deteriorating (becoming more unwell) despite treatment.

In the first instance you should raise your concerns with the ward nurses/doctors.

If you feel that your concerns have not been addressed appropriately or you have any on-going concerns after you have spoken to the ward nurse or doctor, then you should contact Call 4 Concern.

What things might make me Call 4 Concern?

Some changes that you may notice before anyone else:

• The patient seems different to usual (not themselves)
• Breathing differently
• Sweating/unusual skin colour
• Reduced urine output/ not passing urine
• More sleepy than usual/confused
• Hands feel cold or very hot
• In pain/looks uncomfortable
• You are worried about their condition

How to contact Critical Care Outreach

Responding to your call:

When the Critical Care Outreach team receives your call, they will need to know:

• The patient’s name
• Location (ward and bed number)
• A brief description of the issues
• Your contact details and relationship to the patient.

We aim to answer your call promptly, however on some occasions we may be dealing with an emergency. In this instance we advise you to leave a message and we will aim to return your call as soon as possible.

After prioritising the urgency of the problem, the team will visit the ward to discuss your concerns. The Critical Care Outreach Team will liaise with the patient’s medical team and instigate treatment or further review if necessary.

When should I not make a C4C call?

Call 4 Concern is only for concerns about unwell patients who require an urgent clinical response.

For any general concerns, for example, nursing care, facilities, complaints, please speak to the ward nurses or ward manager. You can also contact the matron to discuss any issues further.

Additional contact information

The Patient Advice and Liaison Service (PALS) supports patients, carers and relatives who wish to raise concerns or share compliments. PALS works closely with those who contact them, and CSUs, to ensure concerns are responded to as soon as possible.

To find out more about our Trust visit: www.leedsth.nhs.uk

The Leeds Teaching Hospital NHS Trust is committed to improving patient safety.

Call 4 Concern and C4C copyright is owned by Royal Berkshire NHSFT and used with their kind permission.