Condition Help

Condition Help is a safety hotline patients and families may call when there is a change in the patient's condition and the patient or family is unable to get the attention of a health care provider.

When hospital operators receive a Condition Help call, a rapid response team is activated to address the concern.

The Condition Help program provides a hotline for hospital patients and their families to call when there is:

  • An emergency when patients or loved ones can't get the attention of hospital staff
  • A communication breakdown in how care is given
  • Uncertainty over what needs to be done

Why Does UPMC Have Condition Help?

UPMC is the forerunner among hospitals in the United States for the use of rapid response teams to address urgent patient concerns.

We began using Condition Help to empower patients and their visitors to help prevent medical errors and breakdowns in communication regarding patient care.

In the early 2000s, leadership at UPMC Shadyside decided that there needed to be a program to help prevent the sort of communication breakdowns that resulted in the death of 18-month-old Josie King at a large east coast hospital.

Condition Help started at UPMC Shadyside, then spread to Children's Hospital of Pittsburgh of UPMC and the rest of the organization.

What Happens After Condition Help Is Called?

Every Condition Help call immediately brings a rapid response team to the patient's bedside and includes a follow-up meeting the next day, to serve as a learning experience for the staff.

Condition Help is nonpunitive; staff members will not get in trouble if a patient calls a Condition Help. The goal is to make patients and their family members as integral parts of the care team.

To report a Condition Help while in the hospital, please dial:

Location ​Phone Number
​Children’s Hospital of Pittsburgh of UPMC ​692-3456
​Magee-Womens Hospital of UPMC ​1-4444
​UPMC Altoona ​889-4000
​UPMC Bedford Memorial ​623-4740
​UPMC East ​112
​UPMC Hamot 7300
​UPMC Horizon-Greenville ​5555
​UPMC Horizon-Shenago Valley ​5511
​UPMC McKeesport ​111
​UPMC Mercy ​111
​UPMC Montefiore ​7-3131
​UPMC Northwest ​4-4444
​UPMC Passavant ​111
​UPMC Presbyterian ​7-3131
​UPMC Shadyside ​3-3131
​UPMC St. Margaret ​7070
​Western Psychiatric Institute and Clinic of UPMC ​6-5555

​Additional Resources

Download the Condition Help brochure (PDF)

Condition Help Brochure (PDF)

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