When Patients (and Families) Raise the Alarm: Patient- and Family-Activated Escalation Systems as a Safety Strategy for Hospitals

Patients and those close to them often have an intimate understanding of their condition and can participate in a broad range of clinical processes. During times of deterioration, their concerns might go unheard. Advocacy of family and friends can fulfil an important safety function and can support patients and healthcare professionals looking after them. If concerns by patients are not heard by the patient’s primary team in hospital, patient- and family-activated rapid response systems allow patients and family members to alert critical care outreach teams directly. These types of systems are stipulated by regulators in Australia and in parts of the USA, and there are examples in the United Kingdom built around the Call 4 Concern model championed by the Royal Berkshire hospital. Implementation is not without its problems and requires a deep understanding of barriers and enablers. Empowering patients to escalate directly might aid to change safety culture and have protective effects for patients and staff. Policymakers are urged to consider standardised regulation to aid implementation.