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
-
Concerns raised1
Failure of the Pass-Com alarm to remain available after activation without guard reset
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- First MTR South Western Trains Limited
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
-
First MTR South Western Trains Limited
Update Pass-Com emergency guidance so Drivers advise passengers to use another emergency alarm and Guards are reminded to reset the device.
-
Concerns raised1
Unavailability of immediate support or assistance through the specific ward number
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Oxford Health 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
-
Oxford Health NHS Foundation Trust
Review the leave documentation and welcome pack to clarify phone availability and emergency arrangements for patients on leave.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
Oxford Health NHS Foundation Trust
The ward cannot guarantee an immediate phone response because staff must prioritise patients physically present on the ward.
-
Concerns raised1
Lack of ward staff awareness of telephone restrictions affecting 111 calls
This report raised 13 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
-
Concerns raised1
Absence of telephones at the crossing
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Network Rail
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
Network Rail
A telephone is not required because CCTV monitoring, emergency services and Network Rail’s emergency number provide sufficient reporting arrangements.
-
Concerns raised2
Absence of a building-wide audible emergency alarm
Absence of immediate poolside telephone access for summoning medical assistance
This report raised 9 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
-
Concerns raised1
Failure of emergency communication routes to reliably contact the duty manager
This report raised 13 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Bannatyne Fitness Limited
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
-
Bannatyne Fitness Limited
Amend emergency procedures and notification processes, and retrain receptionists on alarm recognition and immediate response.
-
Bannatyne Fitness Limited
Install an automated panic-button message audible throughout member areas and notifying staff to muster at reception.
-
Bannatyne Fitness Limited
Pilot the revised emergency response system at the Maida Vale and Durham health clubs.
-
Bannatyne Fitness Limited
Review emergency action procedures, procedures and notification processes across all sites.
-
Concerns raised1
Lack of a legal requirement for care-home carers to carry a mobile or portable telephone for summoning assistance
This report raised 1 other concern. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
-
Concerns raised1
Failure to leave answerphone messages enabling patient contact in urgent and emergency situations
This report raised 7 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- General Medical Council
- St George'S University Hospitals 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.3
-
General Medical Council
Review ethical guidance and identify any necessary amendments clarifying that urgent messages may be left for patients.
-
General Medical Council
Alert the Information Governance Alliance to the absence of NHS guidance on voicemail use.
-
St George'S University Hospitals NHS Foundation Trust
Amend Appendix 1 guidance to require appropriate callback messages and alternative contact attempts in urgent or emergency situations while protecting patient confidentiality.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
-
General Medical Council
Specific procedural advice on voicemail decisions and contents is outside the remit of general GMC guidance.
-
Concerns raised1
Failure of the analogue Careline system to support concurrent emergency access and calls
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
-
Concerns raised1
Lack of an alternative means for prisoners to request emergency assistance
This report raised 12 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
Actions and positions describe what organisations say in published responses. Implementation is not independently verified.
Data last updated 7 September 2026