Call 4 Concern

What is 'Call 4 Concern'?

'Call 4 Concern' is a patient safety initiative, designed to enable patients, families or carers to call for immediate help and advice if they feel concerned that the healthcare team has not recognised a change in their or their loved one's condition.

This Patient and Family Centred Care approach will help us to improve all dimensions of quality, including clinical effectiveness. It will improve the experience of our patients and families in relation to the care and treatment they receive in our hospital.

When NOT to make a Call 4 Concern?

Call 4 Concern is a patient safety initiative only. To report concerns regarding for example, food, nursing care, discharge issues, parking or any other general issues please speak to your nurse or the Ward Manager in the first instance. If you are not satisfied, then ask to speak to the Matron.

How to raise a Call 4 Concern?

Step one
If you are receiving inpatient care or are a family member, friend or carer of an inpatient please discuss your concerns regarding the clinical condition with your nurse, Ward Manager, or Matron. If this is not resolved, then escalate further.

Step two
If your concerns have not been resolved and there is a deterioration in yours or the patient's condition or you feel there is immediate danger, then please call SMART. Call switchboard 0151 525 3611 and ask to bleep SMART on 2216 or call the mobile 07977 842 718 directly.

What next?
We aim to answer all calls as soon as possible but please be aware that the team may be dealing with an emergency. You will need to inform us of the patient’s name, their condition and how this has been escalated. If your call is not answered immediately, please leave a message and your call will
be returned.

The safety of our patients is a highest priority at The Walton Centre. The Surgical and Medical Acute Response Team, known as SMART provide a 24-hour service to support our most vulnerable patients, as well as providing a critical care outreach service. We identify and care for patients that may need care within our Critical Care Unit or High Dependency Unit. Sometimes this care can be provided to patients on a ward, and they may not require transfer to the Critical Care Unit. We also provide support and care to deteriorating patients.

We are aware that family and friends know their loved one best and evidence shows that they may identify notable changes in patients earlier than noted by the clinical team.

Early recognition results in better patient outcomes and we are aware that you as the patient, family, friends, or carers may recognise these early signs and we need your help to ensure early intervention is taken as soon as possible.

(Concept thanks to Royal Berkshire NHS Foundation Trust)