First reported 6 Aug 2014•Latest report 16 Jun 2026
Definition
What this concern includes
Includes failures of a telephone helpline's dedicated information-handling process, including recording calls, callers or outcomes and transferring relevant information to the responsible clinical or operational decision-makers.
Not included
Excludes generic documentation failures unrelated to telephone helpline information.
Excludes deficiencies in helpline staffing, training or triage unless they directly concern the capture or onward use of helpline information.
Excludes failures of non-telephone communication channels and unrelated referral or record systems.
Reports
8
Distinct published reports
Individual concerns
8
A report can raise multiple concerns
Date range
2014–2026
First to latest report issue date
Stated actions
8
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
NHS England3
East London NHS Foundation Trust2
Appello Careline Limited1
Association of Ambulance Chief Executives1
Chelsea and Westminster Hospital1
Department for Transport1
Department of Health and Social Care1
Humber Teaching NHS Foundation Trust1
Individual (care of Medical Protection Society)1
NHS Cornwall and the Isles of Scilly Integrated Care Board1
Reigate & Banstead Borough Council1
Royal Cornwall Hospital1
South East Coast Ambulance Service NHS Foundation Trust1
Surrey Police1
Sutton And East Surrey Water PLC1
NHS trust4
Executive non-departmental public body3
Healthcare site2
Ministerial department2
English district council1
Health-sector membership body1
Integrated care board1
Police force1
Private limited company1
Professional membership body1
Public limited company1
Type not available1
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
West Sussex, Brighton and Hove
Concerns raised1
Failure to obtain and pass on key emergency information from careline callers
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
Action
Introduce a triage enhancement requiring operators to establish telephone access and explicitly communicate its absence to emergency services.
Stated by Appello Careline LimitedStated plannedThe respondent said that this action was planned when they made their response on 14 August 2026.
Action
Reinforce information capture and communication through continuing operator training, call audits, supervision and operational reviews.
Stated by Appello Careline LimitedStated in progressThe respondent said that this action was in progress when they made their response on 14 August 2026.
Action
Strengthen CPD and learning programmes for QSF-certified organisations, covering records, operator competence, training, decision-support tools, escalation, and information-sharing with emergency services.
Stated by TSAStated plannedThe respondent said that this action was planned when they made their response on 14 August 2026.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.4
Position
Existing triage processes are considered appropriate for identifying and communicating relevant information to emergency services.
Stated by Appello Careline LimitedExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
Existing procedures, training, auditing and continuous improvement provide a robust framework for managing the identified risks.
Stated by Appello Careline LimitedExisting arrangements considered sufficientThe respondent said that existing arrangements were sufficient, so no further action was needed.
Position
The specific case concerns should be addressed by Appello and SECAMB, rather than by the national ambulance membership organisation.
Stated by Association of Ambulance Chief ExecutivesRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
Position
Operational concerns about ambulance care are the responsibility of SECAMB, which is best placed to respond directly.
Stated by NHS EnglandRedirects responsibilityThe respondent said that another organisation was responsible for deciding or taking action.
East Riding and Hull
Concerns raised1
Failure to feed back telephone helpline information about autistic children to the weekly audit meeting and clinical priority decision-makers
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
Action
Require increased-risk contacts handled by duty workers to be discussed within three working days at the next waiting-list or multidisciplinary team meeting.
Stated by Humber Teaching NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 13 January 2025.
Action
Introduce a duty-team risk review form capturing waiting-list calls, information received, actions, and clinical rationale for meeting-based review.
Stated by Humber Teaching NHS Foundation TrustStated in progressThe respondent said that this action was in progress when they made their response on 13 January 2025.
Action
Include checks of risk review form use in future record-keeping audits.
Stated by Humber Teaching NHS Foundation TrustStated plannedThe respondent said that this action was planned when they made their response on 13 January 2025.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
Position
The Trust disputes that the reported case involved its services or provides evidence of a systemic issue affecting CAMHS waiting-list contacts.
Stated by Humber Teaching NHS Foundation TrustDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
Inner North London
Concerns raised1
Failure to record and pass on safety-relevant information
This report raised 9 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
Action
Cover the administrators’ office during handover and allocate the patient/carer phone to a named, logged staff member.
Stated by East London NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 31 July 2024.
Inner North London
Concerns raised1
Failure to record crisis-line calls in the medical record
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
Action
Provide medical-records training for senior nurses and Trust managers on record keeping, observations and retrospective entries.
Stated by East London NHS Foundation TrustStated completedThe respondent said that this action was complete when they made their response on 22 June 2023.
Inner South London
Concerns raised1
Failure to record reported high temperature in telephone notes
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
Position
There was no suggestion that a temperature spike was mentioned during the telephone call and then not recorded or acted upon.
Stated by Chelsea and Westminster Hospital NHS Foundation TrustDisputes the concernThe respondent disagreed with part of the concern or the basis for it.
West Yorkshire (Western)
Concerns raised1
Failure to record conclusions and advice from earlier calls
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Cornwall and Isles of Scilly
Concerns raised1
Failure to formally record Maternity Helpline calls and outcomes
This report raised 13 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
Surrey
Concerns raised1
Failure to pass public calls about serious road-network safety issues directly to those responsible for action
This report raised 6 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concerns
Each statement is shown once, even when linked to more than one concern.
No linked response statements
No respondent-stated action or position is linked to these concerns in the published data.
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Includes failures of a telephone helpline's dedicated information-handling process, including recording calls, callers or outcomes and transferring relevant information to the responsible clinical or operational decision-makers.
