Recurring concern
Unreliable access to emergency communication
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Request correctionFirst reported 6 Jun 2014•Latest report 15 Apr 2025
What this concern includes
Includes failures of dedicated emergency communication facilities or arrangements where their unavailability, inaccessibility or unreliable operation can delay emergency assistance, including telephones, alarms, radios or equivalent means.
Not included
- Excludes inaccurate triage or categorisation of emergency calls.
- Excludes failures to record, route or share information after a communication has been received unless the report directly identifies this as a failure of the emergency communication access arrangement.
- Excludes ordinary customer-service or routine telephone-access problems without an emergency-response function.
- Excludes hazards created by telephone equipment, such as ligature risks, where the concern is the equipment's physical safety rather than access to emergency communication.
- Reports
- 46
- Individual concerns
- 49
- Date range
- 2014–2025
- Stated actions
- 51
Distinct published reports
A report can raise multiple concerns
First to latest report issue date
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.
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.
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Concerns raised1
Failure to ensure access to an alarm pendant or mobile phone for summoning help
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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.2
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Action
Communicate pendant-alarm requirements to patient transport providers and establish cross-system governance for transport-related incidents.
Stated by the Dudley Group NHS Foundation Trust -
Action
Require discharge checklists containing safety information to accompany patients and inform transport crews about emergency equipment and alarm access.
Stated by the Dudley Group NHS Foundation Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
Some patient transport safety actions fall outside the Trust’s scope.
Stated by the Dudley Group NHS Foundation Trust
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Concerns raised1
Failure to provide reliable phone connections for emergency calls from residents’ bedrooms
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 concernsEach 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.4
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Action
Enable staff to make 999 calls directly from Care Vision handsets via the Home’s Wi-Fi.
Stated by Abbey Healthcare -
Action
Replace Wi-Fi hotspots, test post-installation signal coverage, and add further hotspots where weak areas remain.
Stated by Abbey Healthcare -
Action
Replace telephones and install additional cordless and landline phones to strengthen communication coverage.
Stated by Abbey Healthcare
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Action
Disseminate the Coroner’s concerns and updated Emergency Protocol to all services, and require managers to check emergency equipment and communication systems.
Stated by Abbey Healthcare
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Concerns raised1
Lack of an outside line on the seclusion-room observation handset for direct 999 emergency calls
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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.2
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Action
Adjust the Antelope House observation-room telephone line to enable external emergency calls.
Stated by Hampshire and Isle of Wight Healthcare NHS Foundation Trust -
Action
Check seclusion-room telephones across inpatient mental-health units to confirm they can dial 999.
Stated by Hampshire and Isle of Wight Healthcare NHS Foundation Trust
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Concerns raised1
Unavailability of a means to reset the uncontrolled movement device or obtain effective assistance after activation
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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
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Action
Provide passenger-release instructions in the lift control panel for attending engineers and emergency services.
Stated by Schindler Ltd.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.2
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Position
Existing trained-personnel procedures and passenger-release instructions in the lift control panel are considered sufficient for releasing trapped passengers.
Stated by Schindler Ltd.
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Position
No further action is considered necessary because the lift conforms to and operates as expected under applicable safety standards and regulations.
Stated by Schindler Ltd.
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Concerns raised1
Unavailability of a portable landline telephone for emergency communication while remaining with the patient
This report raised 5 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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
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Action
Test portable DECT telephones and establish a permanent hospital telephone solution, using Wi-Fi phones if required.
Stated by Gloucestershire Health and Care NHS Foundation Trust
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Concerns raised1
Delays in connecting 999 calls to an Emergency Call Taker
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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.2
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Action
Remodel Emergency Call Taker staffing to identify numbers required for reliable operational demand.
Stated by South Central Ambulance Service NHS Foundation Trust -
Action
Work with Isle of Wight NHS Trust to increase Emergency Call Taker numbers and availability.
Stated by South Central Ambulance Service NHS Foundation Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
The existing critical call process remains in place for time-critical 999 situations.
Stated by South Central Ambulance Service NHS Foundation Trust
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Concerns raised1
Failure to ensure Cardiology team awareness and access to the emergency GP telephone number
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 concernsEach 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
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Action
Establish a 24-hour, seven-day direct communication escalation process.
Stated by University Hospitals Coventry and Warwickshire NHS Trust -
Action
Share the confirmed escalation arrangement with other providers across the system.
Stated by University Hospitals Coventry and Warwickshire NHS Trust -
Action
Circulate a Trust-wide safety practice alert containing the priority UHCW referral telephone number at handovers.
Stated by South Warwickshire University NHS Foundation Trust
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
The concerns predominantly fall within the relevant NHS trusts’ remit, including UHCW, so they should be addressed to those trusts.
Stated by NHS England
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Concerns raised1
Unavailability of an immediately accessible means of summoning emergency services for the lead guide
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 concernsEach 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
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Action
Produce a final updated Safety Advice for Coasteering Providers document incorporating consultation responses and advice.
Stated by National Coasteering Charter -
Action
Consult NCC members by email and through a committee-led working group on updates to the Safety Advice for Coasteering Providers document.
Stated by National Coasteering Charter -
Action
Produce a final updated Safety Advice for Coasteering Providers document incorporating member consultation responses and advice.
Stated by National Coasteering Charter
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Concerns raised1
Failure to activate emergency alarms immediately
This report raised 15 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach 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.2
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Action
Deliver drop-in refresher life-support training for clinical and administrative staff, emphasizing immediate help-seeking and pinpoint-alarm use.
Stated by Essex Partnership University NHS Foundation Trust -
Action
Conduct a medical-emergency simulation with Derwent Centre staff and share incident learning for incorporation into current training.
Stated by Essex Partnership University NHS Foundation Trust
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Concerns raised1
Unavailability and poor accessibility of correct DNO emergency numbers to ambulance control centre operators
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 concernsEach 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
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Action
Share updated ambulance-service SOPs, including electricity-network maps and distribution-network-operator contact details, across NHS ambulance services.
Stated by Association of Ambulance Chief Executives
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.3
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Position
The membership organisation can provide guidance and collaboration but cannot mandate NHS ambulance services to implement safety action.
Stated by Association of Ambulance Chief Executives
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Position
Preparing or overseeing local or national standard operating procedures and nationally overseeing 111 or 999 operations fall outside NHS Pathways’ remit.
Stated by NHS England -
Position
Distribution and transmission network operators have suitable and effective arrangements with local emergency services for incidents involving electricity-network equipment.
Stated by Health and Safety Executive
Data last updated 7 September 2026