Call 4 Concern - are you concerned about an acute deterioration in your or your loved one’s condition while in Hospital?
Call 4 Concern is a patient safety service at Leighton Hospital that allows patients and those that care for them to raise concerns and access help and advice when they feel that the health care team has not recognised or acted upon an acute deterioration in their condition or when concerns raised are not acknowledged.
Martha’s Rule is a major 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.
At Mid Cheshire we call this Call 4 Concern – an initiative that enables patients and those that love them to call for help, support or advice when they feel that the health care team on the ward has not recognised and acted upon a deterioration or change in their or their loved ones condition.
Nobody knows themselves or their loved ones like you. We believe that our patients and those that care for them know when their condition is worsening or when something is wrong, often before the health care team is able to recognise it. Relatives, friends and carers are able to identify vital subtle differences in their loved ones condition earlier than the health care team is able to.
Call 4 Concern is a confidential service that will improve the care, comfort and service that you or your loved one is receiving. Using this service will not negatively affect the care that you or your loved one is receiving.
When and how to make a Call 4 Concern call
- Are you receiving care on one of our wards or are you a relative, carer or friend of a person receiving care on a ward at Leighton Hospital?
- Are you genuinely concerned that you or your loved ones condition is acutely deteriorating, something feels wrong and that their acute deterioration is not being acknowledged?
- Your concerns and worries must be discussed with the ward health care team.
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Do you remain concerned that you or your loved ones condition is still acutely deteriorating and you don’t feel that the concerns that you have raised with the ward health care team have been addressed, acknowledged or acted upon? Does something still feel wrong?
Make a Call 4 Concern
Telephone the Critical Care Outreach Team via the switchboard on 01270 255141 stating you have a Call 4 Concern. The Critical Care Outreach Team will require the following details:
- The patient's name and your name, contact details and relationship to the patient.
- The ward that the patient is on.
- A description of the problem.
Please be aware - for general concerns such as food, visiting, car parking, medication or to obtain advice or make a complaint please see the information below.
Call 4 Concern should not be used for general concerns. General concerns such as food, beds, facilities, visiting and car parking issues are best dealt with by the nurses on the ward, the nurse in charge or the ward manager.
If you want to discuss with the clinical team details of your or your loved one’s care and feel communication has not occurred, please raise this also with ward team so the relevant clinical team can come and speak to you.
PACT supports patients and relatives with general concerns, advice or formal complaints. PACT is an impartial and confidential service that listens and liaises with ward staff and managers and can give support to resolve issues. If you are thinking about contacting PACT, it is always good to discuss this with the ward team, nurse in charge or ward manager first, as most issues are resolved far more quickly at ward level.
PACT is not the appropriate route for concerns about clinical deterioration or situations requiring a rapid response. These should be raised with the ward team, or through Call 4 Concern if you feel deterioration is not being acknowledged.
If your concern remains unresolved after speaking with the ward, PACT can offer impartial and confidential support, liaise with staff and advise on the complaints process.
They can be contacted on:
01270 612410
Patientadviceandcomplaints@mcht.nhs.uk
PACT is available 09.00 - 16.00, Monday - Friday.
The information on this page is also available in a leaflet - please click the link below.
