Recurring concern
Failure to reliably telephone patients when follow-up or assessment requires it
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Request correctionFirst reported 24 Mar 2014•Latest report 12 Aug 2024
What this concern includes
Includes failures to make required telephone contact with patients or their families for patient follow-up, requested contact, or assessment of a requested service.
Not included
- Excludes failures to telephone treating healthcare professionals about abnormal results, unless the concern is specifically patient or family telephone follow-up or assessment.
- Excludes general failures of referral escalation, investigation tracking, or safety-netting that do not specifically involve required telephone contact.
- Excludes isolated communication failures unrelated to a required patient or family telephone contact.
- Reports
- 18
- Individual concerns
- 18
- Date range
- 2014–2024
- Stated actions
- 23
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 make direct telephone contact with the patient during initial clinical review
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
Implement the updated Urgent Ringback Procedure, prioritising direct conversation with patients wherever possible, and communicate it to relevant staff.
Stated by North East Ambulance Service NHS Foundation Trust
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Concerns raised1
Failure to contact patients to ascertain call priority when response targets are missed
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
Recruit and train Support Call Takers to conduct welfare callbacks and escalate clinically concerning cases.
Stated by South East Coast Ambulance Service NHS Foundation Trust -
Action
Introduce the Surge Management Plan with time parameters and escalation controls for demand exceeding available resources.
Stated by South East Coast Ambulance Service NHS Foundation Trust
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Concerns raised1
Failure to make telephone contact between discharge and first appointment review
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.1
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Action
Participate in a trial of more assertive follow-up for alcohol-dependent patients before discharge, including arranging a GP appointment.
Stated by King'S College Hospital 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
Expanding telephone follow-up would require additional funding for the Trust’s alcohol dependency service.
Stated by King'S College Hospital NHS Foundation Trust
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Concerns raised1
Failure to route and return relatives’ 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.1
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Action
Issue North Camden Crisis House staff guidance to provide families with clear contact details and direct access to a senior staff member.
Stated by North London 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
Existing switchboard arrangements are considered sufficient because staff have the correct Crisis House number and can transfer calls or provide direct contact details.
Stated by North London NHS Foundation Trust
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Concerns raised1
Failure to make timely follow-up calls to update, advise and reassess emergency callers
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.1
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Action
Develop an action plan addressing the Regulation 28 improvement requirements.
Stated by Welsh Ambulance Services NHS Trust
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Concerns raised1
Failure to provide timely and regular follow-up contact
This report raised 16 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 and implement AABIT standard operating procedures.
Stated by North East London NHS Foundation Trust
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Concerns raised1
Failure to telephone patients or their families for further information when a home visit is requested
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
Unreliable promised telephone follow-up
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.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
Data last updated 7 September 2026