Welcome

Sepsis can develop when an infection causes a dangerous whole-body response. GP receptionists, care navigators, call handlers and frontline admin staff are often the first to hear descriptions that suggest a patient may be becoming seriously unwell.

The role of first-contact staff is not to diagnose sepsis. It is to spot when an infection-related contact sounds urgent, record the caller's exact words, and follow the local escalation process without delay.

Possible sepsis may be described as a urine infection, chest infection, wound problem, fever, flu-like illness, rash, recent operation, postnatal infection or simply "something is seriously wrong". The specific label matters less than the warning words and any change in the person's condition.

Why this matters

• Sepsis can deteriorate quickly: delays in urgent action increase risk.
• Early wording may be non-specific: people may report feeling very unwell, confused, weak, cold, clammy or "not themselves".
• Different groups show risk differently: babies, children, older adults and pregnant or recently pregnant people may describe or show symptoms differently.
• Reception staff need clear boundaries: recognise and escalate; do not diagnose or provide clinical triage.
• Good records support urgent care: exact words, times, locations and actions help clinicians respond safely.

A simple safety spine

• Notice infection plus deterioration
• Stay within role
• Use the local route
• Record the exact words
• Hand over clearly
• Close the loop

Role boundaries

Frontline staff should recognise infection-related warning words, ask factual questions without making clinical judgements, use urgent routes, record and hand over information accurately, and ensure possible sepsis does not return to routine workflow.