The Call 4 Concern service enables hospital patients, their families, carers and friends to call for urgent help and advice if they are worried that the health care team has not recognised or acted upon concerns regarding deteriorating health.
The service is being introduced at Aneurin Bevan University Health Board (ABUHB) by the Critical Care Outreach Team and Core Site Safety Team, which provides a timely and appropriate response to patients with acute and sudden changes in condition. This service is currently in its Pilot phase within ABUHB and at present is only applicable to patients on the following wards at The Grange University Hospital: B0, CO, A2, ACU, A4, C4, the Acute Medical Unit and for those recently discharged from Critical Care onto a GUH ward.
Upon receiving a Call 4 Concern, a member of the team will visit and review the patient on the ward. After assessing the situation and liaising with the medical team and other healthcare professionals as needed, the team of experienced practitioners will work alongside ward-based clinical teams to ensure the necessary intervention is implemented.
This service is currently in its pilot phase and is only available for patients on the following wards: B0, CO, A2, ACU, A4, C4, the Acute Medical Unit and for those recently discharged from Critical Care onto a GUH ward.
Your concern should be discussed with the ward team in the first instance.
To contact the Call 4 Concern team, phone Switchboard on 01633 493100 and state clearly that you have a “Call 4 Concern”.
When you are connected, you will be asked a few questions so that we can better understand your concern, such as:
-Patient details
-Location
-Nature of concern.
Please ensure that you provide your (the caller's) name and contact number.
If you don't feel confident to make the call, you can also ask a member of staff or a member of the Patient Advice and Liaison Service (PALS) to make the call on your behalf. You can contact the PALS team via telephone on 01633 493753, or via email ABB.PALS@wales.nhs.uk
When you contact the Call 4 Concern team, they will assess the urgency of the situation. A team member will visit the patient on the ward to carry out an assessment and review their condition.
The team will work closely with your medical team and other healthcare professionals as needed to ensure the best possible care.
While the team aims to respond immediately, there may be occasions when they are attending to an emergency, which could cause a delay. If this happens, we advise calling back later or speaking to the ward team if the matter is urgent.
If Call 4 Concern is not the appropriate service for your needs, we will forward your details to the Patient Advice and Liaison Service (PALS), who aim to respond within 24 hours.
Call 4 Concern is a Patient Safety Initiative and not a general complaint process.
To report problems regarding your hospital bed, room, food, parking or any other general issues please contact the Patient Advice and Liaison Service (PALS) on 01633 493753, or via email ABB.PALS@wales.nhs.uk