Concerned about a patient’s condition?

We’re here to help

We want all patients to feel able to ask for help when they are worried about themselves or a loved one.

Our new service enables patients and families to call a dedicated response team for advice if they feel the ward healthcare team has not recognised their own, or their loved one’s, condition changing or getting worse.

Patients and families can use this new service for a review of care. This service is available at both Chelsea and Westminster Hospital and West Middlesex University Hospital.

When to use the service

• If you are a patient and feel your condition is worsening
• If you are a relative, friend or carer concerned about a patient’s condition
• If a patient’s condition has changed and you feel the ward team hasn’t addressed it
• If you have ongoing concerns after you have spoken to the ward nurse or doctor

To report problems with your hospital bed, room, food, parking or any other general issues, please speak to your nurse, ward manager or PALS.

Using this service will not negatively affect the patient’s care in any way. We recognise that sometimes the patient or a close loved one can see that something is wrong before the healthcare team does. No one knows your healthcare needs, or those of your loved one, better than you and your family.

How to use the service

The service is open 24 hours a day, 7 days a week. Call 020 3315 4044.

When you call, you will be asked which hospital you are at, and this will connect you to the appropriate person. You will be asked:

• Which hospital are you calling from (Chelsea or West Middlesex)?
• Who are you concerned about?
• What are you most concerned about right now?
• Are there any healthcare staff on the ward who can assist until we arrive?

The response team, who already work closely with hospital colleagues when a patient is very unwell, will discuss the concern and assess the patient if necessary.

You can call at any time. If you don’t get through, leave your name, the patient’s name and your number. The team will call back as soon as possible.

• The initiative is part of the Trust’s work for Martha’s Rule—learn more