Please note you cannot make a REACH call to the Clinical Excellence Commission.

If you are worried about a patient in hospital, first talk to your nurse or doctor. If you are still worried, call your hospital’s REACH number. You can find the number on posters or flyers at your hospital.

REACH is not in all hospitals in NSW, but staff are still there to help you.

Patient and Family Escalation

REACH is a patient and family activated rapid response program that was developed by the Clinical Excellence Commission in 2013. It builds on the surf lifeā€saving analogy for recognition and appropriate care of deteriorating patients by encouraging patients and family to ‘put their hands in the air’ to signal they need help. This is consistent with the emergency response systems already in use in NSW health services.

Unlike other models, REACH actively promotes engagement with the treating team prior to further escalation steps taken by the patient and family. It encourages patients, family and carers to initially engage with their nurse or medical team, if they are concerned that 'something is not right'. If they continue to be worried they can then escalate their concerns by requesting a clinical review knowing that this should occur within 30 minutes.

Finally, if they are still concerned and all other avenues have been exhausted, an independent review or rapid/emergency response can be activated by the patient, family or carer by calling a unique number made available by the facility. REACH casts the safety net wider and provides assurance that help is on its way.

The REACH process aligns with the National Safety and Quality Health Service Standards (Standard 9.9).

Implementing REACH

The REACH Toolkit was updated in May 2017 and provides clinicians and health professionals with information and tools to successfully plan, implement and evaluate the REACH program.

REACH Toolkit

The CEC can provide support for facilities interested in implementing REACH. If you'd like to find out more about how we can support your facility, please contact us.

Please note that REACH is a registered trade mark of the CEC.