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 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.
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
Update Pass-Com emergency guidance so Drivers advise passengers to use another emergency alarm and Guards are reminded to reset the device.
Stated by First MTR South Western Trains Limited
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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.
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
Review the leave documentation and welcome pack to clarify phone availability and emergency arrangements for patients on leave.
Stated by Oxford Health 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 ward cannot guarantee an immediate phone response because staff must prioritise patients physically present on the ward.
Stated by Oxford Health NHS Foundation Trust
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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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.
Responses linked to these concernsEach 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
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Position
A telephone is not required because CCTV monitoring, emergency services and Network Rail’s emergency number provide sufficient reporting arrangements.
Stated by Network Rail
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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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.
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
Amend emergency procedures and notification processes, and retrain receptionists on alarm recognition and immediate response.
Stated by Bannatyne Fitness Limited -
Action
Install an automated panic-button message audible throughout member areas and notifying staff to muster at reception.
Stated by Bannatyne Fitness Limited -
Action
Pilot the revised emergency response system at the Maida Vale and Durham health clubs.
Stated by Bannatyne Fitness Limited
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Action
Review emergency action procedures, procedures and notification processes across all sites.
Stated by Bannatyne Fitness Limited
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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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.
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
Review ethical guidance and identify any necessary amendments clarifying that urgent messages may be left for patients.
Stated by General Medical Council -
Action
Alert the Information Governance Alliance to the absence of NHS guidance on voicemail use.
Stated by General Medical Council -
Action
Amend Appendix 1 guidance to require appropriate callback messages and alternative contact attempts in urgent or emergency situations while protecting patient confidentiality.
Stated by St George'S University Hospitals 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
Specific procedural advice on voicemail decisions and contents is outside the remit of general GMC guidance.
Stated by General Medical Council
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
Data last updated 7 September 2026