New Call for Concern phoneline launched: a patient safety initiative
A national patient safety initiative is now live across University Hospitals of Derby and Burton (UHDB) to give patients and their loved ones a direct route to request a rapid review if they are worried about someone’s condition while they are in hospital. The Call for Concern phoneline is staffed 24 hours a day, 7 days a week by our expert Critical Care Outreach (CCO) team.
This is part of the national rollout of Martha’s Rule – a patient safety initiative giving patients and families the right to request a rapid review from a critical care team.
This new service is available to all adult inpatients across our hospital sites and patients, or their family, can directly contact the CCO team to request a rapid review if, after speaking to the ward team, they remain worried.
You can find a dedicated Call for Concern page on our website > (opens in new window)
Our hard-working clinical colleagues work extremely hard to deliver quality care to all of our patients, including regular checks of a patient’s vital signs, and other health measurements, but we recognise that at times, a patient or their loved ones can see that something is wrong before we can - and even after sharing this with the ward team, if you feel your concerns are not being addressed, you may request a rapid review.
Dr Gisela Robinson, Executive Chief Medical Officer, said: "The introduction of Call for Concern is a key part of our commitment to listening to patients and their families - acting early, and providing safe and compassionate care.
"It gives another route for escalation, should patients or relatives feel they are not being heard – and ensures that expert support can be provided quickly by our outreach team."
Available around the clock, our experienced CCO team supports UHDB colleagues with the care of acutely unwell patients - providing expert clinical reviews, and advice and support to wards. Now, with Call for Concern, they will also be available directly to patients and relatives in urgent situations.
When to use Call for Concern
Patients and their families should always speak with the ward team first if they have any worries about the patient’s health.
However, if they still feel their concerns are not being addressed, or are unsure of the plan for the patient’s care, they can call the Critical Care Outreach team directly through the Call for Concern phoneline.
Callers will be asked to provide:
- The patient’s name
- The ward they are staying on
- A brief explanation of the concern
The CCO team will triage the call, provide advice, and, if needed, visit the patient to assess the situation and speak to the clinical team. Patients will always be asked for their consent before any assessments or discussions take place.
At times, the team may be supporting other unwell patients, but callers will be able to leave a message and will receive a call back as soon as possible. Please do not feel worried that using Call for Concern will negatively impact the patient's care in any way.
If you have any concerns beyond the patient's immediate care, please raise these with the team or ward directly, however if you would prefer to speak with someone who is not directly involved in the care provided, you can reach out to the UHDB Patient Advice and Liaison Services (PALS).
If you need assistance, advice, information, or simply wish to discuss an enquiry, concern, make a comment, or share a positive experience, please contact our PALS team.
The PALS team is here to listen to your feedback, understand your concerns, and discuss the best way to address your enquiry. They can also provide advice and details about independent advocacy and support services available in your area.
Putting patients and families at the centre of their care
The launch of Call for Concern reflects a wider commitment across UHDB to creating a culture of openness and responsiveness.
The service forms a key part of the Trust’s Patient Experience, Engagement and Insight Strategy 2024–29, which sets out how we will continue to listen to and act on patient feedback, while involving people more closely in decisions about care.
Everyone should feel safe, supported and confident that their concerns will be taken seriously – especially in moments where they feel something may not be right. Call for Concern gives patients and carers a simple and clear way to ask for help, while ensuring support is available when and where it’s needed most.
A proven approach to patient safety
The Call for Concern model was first introduced by Royal Berkshire NHS Foundation Trust in 2010, and has since been adopted by other NHS organisations across the country.
As well as being promoted to staff, information about the service is being shared with patients and families across our hospitals through posters, leaflets and bedside materials – helping to raise awareness and ensure everyone knows how and when to use it.
Royal Derby Hospital: 07788 388 471
Queen's Hospital Burton: 07553 598 525
Call for Concern is a registered service model created by Royal Berkshire NHS Foundation Trust.