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Call for Concern

Call for Concern is a patient-safety initiative where patients, families, carers or staff can request urgent help if they feel a patient’s condition is getting worse. This service is available for all inpatients at Ysbyty Gwynedd, Glan Clwyd Hospital, and Wrexham Maelor Hospital. Please note that Call for Concern is not available for patients being treated in our Emergency Departments.

Contacting Call for Concern will trigger an urgent clinical review if you believe a patient is becoming more unwell, after you have already raised your concerns with the medical team caring for them on the hospital ward.

You may notice small changes before they show up in our routine measurements. These changes could be early warning signs of patient deterioration.

We recognise that sometimes the patient, relative or carer can see that something is wrong before anyone else does.

How we monitor patients

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.

We also ask patients, at least twice a day, if they are feeling better or worse through the Patient Wellness Questionnaire. This helps to monitor any unexpected changes in the patient’s condition. This questionnaire involves nursing colleagues asking, listening, recording and acting on any changes in condition reported by patients or their loved ones. It is used to monitor any unexpected changes in their condition and gives healthcare professionals, patients and their families a clear pathway to raise concerns.

When to contact Call for Concern

Call for Concern is a service for those who are concerned about a patient’s condition worsening.

If you are worried, please follow these steps:

  1. Speak to the team caring for the patient
  2. If you are still worried after speaking to the team, you should contact Call for Concern for a review.

Call the hospital switchboard phone number and ask to be put through to Call for Concern, then state the department or ward the patient is on e.g., Adult, Paediatric, Maternity.

Hospital switchboard phone numbers:

Your call will go to a different team in our hospital, who specialise in the care of critically ill patients. They will work with you and the patient’s care team to arrange any treatment needed or further review.

The Call for Concern team will need to know:

  • The patient’s name
  • Location (hospital ward and bed number)
  • A brief description of the issue
  • Your contact details and relationship to the patient

You may wish to contact the Call for Concern team if you have already raised your concerns with the team caring for your patient, but feel you are still worried and would like further review. Examples could include:

  • Changes in their temperature – hot or cold to touch
  • Any worsening pain
  • Any changes to their skin e.g., a rash
  • Low energy, drowsy or sleepy behaviours
  • Levels of hydration
  • Changes in breathing
  • New confusion
  • Anything else that worries you

Using the Call for Concern service will not have a negative effect on the patient’s care in any way. We know that patients, their loved ones and carers may recognise that something is wrong before the healthcare team does. Call for Concern ensures that important concerns from patients, their loved ones and carers are listened to and acted on.  

Responding to your call

The Call for Concern team will aim to answer your call promptly. However, on some occasions we may be dealing with an emergency, in this instance we advise you to call back or speak to the ward team if the concern is urgent.

After prioritising the urgency of the problem, the team will visit the ward to discuss your concerns. The Call for Concern Team will liaise with the patient’s medical team and instigate treatment or further review if necessary.

When NOT to contact Call for Concern

Call for Concern is for concerns about unwell patients who require an urgent clinical response.

Call for Concern is NOT able to assist with the following issues:

  • Patients at home
  • Parking
  • Visiting times
  • Hospital food
  • Hospital cleanliness
  • Complaints
  • Any other general issues

For any general concerns, such as nursing care, facilities, complaints, please speak to the ward nurse or ward manager. You can also contact the matron to discuss any issues further.

You may wish to contact the People’s Enquiry and Resolution Service (PEARS) for support with your general concern. The PEARS team will liaise between you and the relevant service or health professional to resolve issues as quickly as possible and ensure that your experience with us is as positive one.