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Call for Concern

The Call for Concern service, also known as Martha’s Rule, is a new 24/7 service that patients, their loved ones and carers can call if they are concerned that the patient is becoming more unwell.

This service is for people who are currently an inpatient on the ward area, are in the outpatient, radiotherapy or day case areas (eg chemotherapy). If you are not currently residing in any of those areas, please see below for the details of others you can contact for support.

When should you use Call for Concern?  

You should use Call for Concern when you feel that you, your loved one or the person you care for, is becoming more unwell and their healthcare team has not recognised your concern after raising it with them.

What things might make me Call for Concern?

Some changes that you may notice before anyone else:

  • The patient seems different to usual (not themselves)

  • Breathing differently

  • Sweating/unusual skin colour

  • Reduced urine output/ not passing urine

  • More sleepy than usual/confused

  • Hands feel cold or very hot

  • In pain/looks uncomfortable

  • You are worried about their condition

What will happen when you call?  

When you call the Call for Concern service, please provide

  • the patient’s name,
  • what department they are in,
  • details of what is happening
  • if required your relationship with the patient and contact details.

If you are unable to phone the service, please speak to the nurse in charge of the ward who will make the call for you.   If you would like to communicate using BSL, please find below the details for the Convo service that will connect you with an interpreter: https://velindre.nhs.wales/velindrecs/patient-engagement/contact-us-using-british-sign-language-bsl/

When you make the call and ask for Call for Concern, it will be picked up by our main switchboard staff who will ask you some questions and inform a senior nurse in the Clinical Support Service who operate the Call for Concern service. A member of the team will respond, assess the situation, and work with the nursing team and other healthcare professionals as needed.    

Using the Call for Concern service will not have a negative effect on your 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.   

The team aims to answer your calls without delay, however, on occasions we may be dealing with other emergencies which may delay our response. We advise you to leave a message, and the team will call you back.  

When not to use Call for Concern   

Call for Concern is only for concerns about unwell patients who require an urgent clinical response and are on our hospital site at the time of the call

If you have general enquiries or other concerns, for example, nursing care, facilities, complaints etc please speak to the nurse or health professional, ward manager or our Concerns and Experience Team (put in link).

If you are receiving chemotherapy or immunotherapy (also called Systemic Anticancer Therapy or SACT) and feeling unwell, please contact our Treatment Helpline on 02920 61588 and ask for the Treatment Helpline.  

If you wish to speak to someone about an appointment, please use these numbers: https://velindre.nhs.wales/contacting-us/velindre-cancer-service/.

How to contact the service

To contact the service, please call switchboard on 02920 615888 and ask for extension 4247 or the Call for Concern service.