Call for Concern
If you’re worried about a health condition getting worse, talk to us.
No one knows you and your family better than you. Help us spot signs of deterioration like pain getting worse, new confusion or anything else that worries you. Telling us about these changes can help us prevent more serious health problems.
The Trust has a dedicated phone number which is in operation 24 hours a day, 7 days a week for patients or their relatives when they have serious concerns for their welfare and want to get a clinical update and reassurance.
If you have a concern already raised with the Patient relations team please contact them directly on 01253 955588.
To help us detect the early signs of deterioration, please tell us if you are worried about:
- Changes in temperature – hot or cold to the touch
- Worsening pain
- Any changes to the skin (e.g. rash)
- Low energy, drowsy or sleepy
- Levels of hydration o Changes in breathing
- New confusion
- Anything else that worries you
Telling hospital staff about these changes can help us detect deterioration early, so we can take action to prevent more serious health problems.
To help us detect the early signs of deterioration, please tell us if your child:
- Has a temperature – sweating or hot or cold to the touch
- Has a high pitched or abnormal cry
- Has any changes to the appearance of their skin (pale, rash or sores/blisters).
- Is less responsive or floppy, difficult to wake
- Is irritable and will not settle
- Is not interested in feeding / drinking or eating
- Is breathing faster than normal, grunting with each breath or wheezing
- Is weeing much less or has blood in their poo
- Or about anything that worries you that isn’t like your child usually
Telling hospital staff about these changes can help us detect deterioration early, so we can take action to prevent more serious health problems.
While someone is in hospital, we regularly check their vital signs and other important health measurements. The frequency of these checks will depend on the patient’s individual condition and needs. Sometimes we may need to wake patients to do these checks. In addition, we will ask at least daily if they are feeling better or worse. This is to monitor any unexpected changes in their condition.
Feel like no one is listening?
Steps to take if you feel that one of our healthcare team is not recognising your concern...
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First, speak to the nurse in charge, ward manager or area matron. Let us know if you need some clarity or just don’t feel listened to.
- After speaking to your healthcare team, if you are still worried call 01253 955305
- Get answers you need, A senior nurse will respond to your call within 30 minutes. They will then provide feedback and attend within an agreed timescale.
How to make a Call for Concern:
You need to tell us:
- The patient’s name
- The ward they are on and their bed number
- A brief description of the problem
- Your contact details and relationship to the patient
A senior nurse will respond to your call within 30 minutes.
If you are concerned about a noticeable change or deterioration in a patient’s condition, please let us know. If you have already spoken to the ward team or community healthcare team about it and are still concerned, there is a support service available.
This service is for patients, family members, loved ones, carers and Trust staff to raise concerns of deterioration. Please note it is the same process for both adult inpatients and our paediatric patients.
If you have a problem regarding your hospital bed, room, food, parking or any other general issues please speak to a member of the ward team or ask for the nurse in charge. Please keep our call for concern phone line free for patients who are experiencing clinical concerns.
Other ways to raise a concern include through our patient relations team.
If you feel your concerns have not been addressed and resolved, please contact the Patient and Family Relations Team on 01253 955588 or email bfwh.
Please be reassured, using this service will NOT have a negative effect on a patient’s care in any way. Nobody knows your healthcare needs or those of your loved ones, better than you and your family and because of this we recognise that you may sometimes see that something is wrong before our healthcare team does.
You may also know this as Martha's Rule
All staff in NHS trusts must have 24/7 access to a rapid review from a critical care outreach team, who they can contact should they have concerns about a patient.
All patients, their families, carers, and advocates must also have access to the same 24/7 rapid review from a critical care outreach team, which they can contact via mechanisms advertised around the hospital, and more widely if they are worried about the patient’s condition
