REACH

Patient, carer and family escalation

NSW Health has supported patients, carers and families to raise concerns about clinical deterioration since 2013. This work is part of the NSW Deteriorating Patient Safety Net System.

Raise It is the awareness campaign for this escalation process. The Raise It process, previously described as REACH, has not changed and supports patients, carers and families to speak up when they are worried that a patient is getting worse, using a simple and consistent process across NSW public hospitals.

What's changing

• a single statewide Raise It phone number
• updated posters and resources under the Raise It campaign.

What’s not changing

• the escalation process is unchanged between REACH and Raise It. Work is underway to roll back REACH resources, however some will remain in circulation
• the focus on early recognition and response to deterioration
• the role of clinicians in listening, responding and escalating concerns.

Why this matters

Patient, carer and family escalation supports partnering with consumers and aligns with the Australian Charter of Healthcare Rights and the National Safety and Quality Health Service Standards.

Resources for clinicians

Resources to support local implementation are available on the We Are Here For You resource hub.

Paediatric services

• A dedicated poster for paediatric settings.

Kyran Day's story

This video highlights the importance of listening and responding when carers and families raise concerns about deterioration and is part of mandatory training for all NSW Health staff.

Note: This video contains images and information about an infant who has died, and may be distressing for some viewers.

Resources for patients, carers and families