Recurring concern
Unreliable access to emergency communication
- Reports that mention this concern
- 46
- Times this concern has been raised
- 49
- Stated actions linked to this concern
- 51
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.
What is 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.
Trends
Reports over time
Reports mentioning this concern, 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.
Reports and published responses 46 reports
See individual reports that have raised this concern, and the actions taken in response
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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.
Linked response
- the Dudley Group NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
the Dudley Group NHS Foundation Trust
Communicate pendant-alarm requirements to patient transport providers and establish cross-system governance for transport-related incidents.
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the Dudley Group NHS Foundation Trust
Require discharge checklists containing safety information to accompany patients and inform transport crews about emergency equipment and alarm access.
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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the Dudley Group NHS Foundation Trust
Some patient transport safety actions fall outside the Trust’s scope.
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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.
Linked response
- Abbey Healthcare
Stated actions 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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Abbey Healthcare
Enable staff to make 999 calls directly from Care Vision handsets via the Home’s Wi-Fi.
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Abbey Healthcare
Replace Wi-Fi hotspots, test post-installation signal coverage, and add further hotspots where weak areas remain.
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Abbey Healthcare
Replace telephones and install additional cordless and landline phones to strengthen communication coverage.
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Abbey Healthcare
Disseminate the Coroner’s concerns and updated Emergency Protocol to all services, and require managers to check emergency equipment and communication systems.
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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.
Linked response
- Hampshire and Isle of Wight Healthcare NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
Hampshire and Isle of Wight Healthcare NHS Foundation Trust
Adjust the Antelope House observation-room telephone line to enable external emergency calls.
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Hampshire and Isle of Wight Healthcare NHS Foundation Trust
Check seclusion-room telephones across inpatient mental-health units to confirm they can dial 999.
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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.
Linked response
- Schindler Ltd.
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
-
Schindler Ltd.
Provide passenger-release instructions in the lift control panel for attending engineers and emergency services.
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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Schindler Ltd.
Existing trained-personnel procedures and passenger-release instructions in the lift control panel are considered sufficient for releasing trapped passengers.
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Schindler Ltd.
No further action is considered necessary because the lift conforms to and operates as expected under applicable safety standards and regulations.
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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.
Linked response
- Gloucestershire Health and Care NHS Foundation Trust
Stated actions 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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Gloucestershire Health and Care NHS Foundation Trust
Test portable DECT telephones and establish a permanent hospital telephone solution, using Wi-Fi phones if required.
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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.
Linked response
- South Central Ambulance Service NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
South Central Ambulance Service NHS Foundation Trust
Remodel Emergency Call Taker staffing to identify numbers required for reliable operational demand.
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South Central Ambulance Service NHS Foundation Trust
Work with Isle of Wight NHS Trust to increase Emergency Call Taker numbers and availability.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
South Central Ambulance Service NHS Foundation Trust
The existing critical call process remains in place for time-critical 999 situations.
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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.
Linked responses
- NHS England
- South Warwickshire University NHS Foundation Trust
- University Hospitals Coventry and Warwickshire NHS Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.3
-
University Hospitals Coventry and Warwickshire NHS Trust
Establish a 24-hour, seven-day direct communication escalation process.
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University Hospitals Coventry and Warwickshire NHS Trust
Share the confirmed escalation arrangement with other providers across the system.
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South Warwickshire University NHS Foundation Trust
Circulate a Trust-wide safety practice alert containing the priority UHCW referral telephone number at handovers.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
NHS England
The concerns predominantly fall within the relevant NHS trusts’ remit, including UHCW, so they should be addressed to those trusts.
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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.
Linked response
- National Coasteering Charter
Stated actions 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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National Coasteering Charter
Produce a final updated Safety Advice for Coasteering Providers document incorporating consultation responses and advice.
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National Coasteering Charter
Consult NCC members by email and through a committee-led working group on updates to the Safety Advice for Coasteering Providers document.
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National Coasteering Charter
Produce a final updated Safety Advice for Coasteering Providers document incorporating member consultation responses and advice.
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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.
Linked response
- Essex Partnership University NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
Essex Partnership University NHS Foundation Trust
Deliver drop-in refresher life-support training for clinical and administrative staff, emphasizing immediate help-seeking and pinpoint-alarm use.
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Essex Partnership University NHS Foundation Trust
Conduct a medical-emergency simulation with Derwent Centre staff and share incident learning for incorporation into current training.
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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.
Linked responses
- Association of Ambulance Chief Executives
- Health and Safety Executive
- NHS England
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
-
Association of Ambulance Chief Executives
Share updated ambulance-service SOPs, including electricity-network maps and distribution-network-operator contact details, across NHS ambulance services.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.3
-
Association of Ambulance Chief Executives
The membership organisation can provide guidance and collaboration but cannot mandate NHS ambulance services to implement safety action.
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NHS England
Preparing or overseeing local or national standard operating procedures and nationally overseeing 111 or 999 operations fall outside NHS Pathways’ remit.
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Health and Safety Executive
Distribution and transmission network operators have suitable and effective arrangements with local emergency services for incidents involving electricity-network equipment.
Actions and positions describe what organisations say in published responses. Implementation is not independently verified.
Data last updated 7 September 2026