Listening to you

A guide to help you discuss concerns about your child with staff

Talk to us, we are listening

Looking after our patients is our number one concern, and responding to any changes in your child’s medical condition is a key element of their care. If you notice anything that concerns you or has changed quickly, please don’t be afraid to speak up.

Let us support you with your worries and concerns

  • It’s okay to ask if you’re unsure
  • There is no such thing as a silly question
  • Asking questions will not get in the way of your child’s care
  • It’s okay to be upset

You have an important role to play in the care of your child and we will listen to you.


This information may help you describe your concerns:

Is your child:

  • Moving around a lot, or being very still
  • Looking in pain or experiencing discomfort
  • Saying somewhere hurts
  • Confused, muddled or irritable
  • In an odd mood
  • Using a different cry
  • More sleepy or quieter than usual
  • Saying they do not feel right
  • Behaving differently

How do they look

  • Paler than usual
  • More flushed than usual
  • Blotchy
  • Rashes/marks on their body
  • Puffy
  • Sweaty

Are there changes in their breathing

  • Faster or slower
  • Working harder
  • Making noises

Are there changes in your child’s:

  • Wee or poo
  • Eating or drinking
  • Vomiting

What should you do?

(You may not need to progress further than step 1)

Step 1. Talk to the person looking after your child and share your concerns. They will assess your child, do observations, and record them on an observation chart.

Step 2. Ask for the medical team to come and re-assess your child. This could be any team your child is receiving care from and they may also ask the Pain Team for their input.

Step 3. If you are still concerned, speak to the person in charge of the ward or department.

Step 4. If you still feel concerned after speaking to staff, ask the nurse in charge to contact the PACE (Paediatric Assessment & Clinical Escalation) team to review your child.

Step 5. The PACE team can be contacted directly if: There is a noticeable change in your child’s medical condition and you have followed the steps above and still do not feel your concerns have been addressed.

You can contact the PACE team yourself by calling switchboard on 0121 333 9999 and asking to be put through to PACE on bleep no. 55038.

Contacting the PACE team

The PACE team is only able to deal with urgent medical concerns.

The team is made up of highly skilled senior nurses, helping support the delivery of care and assessment of poorly children in the hospital.

Please share the details of your child, the ward or department you are on and a brief description of your worries with the team. They will then prioritise the urgency of the problem and visit you to assess your child.

Once the assessment is complete, the team will link up with other healthcare professionals as needed. Sometimes they will be unable to take your call immediately, so please leave your contact number and they will call you as soon as possible.

Paediatric Assessment Clinical Escalation Logo