A NSW Government website

Emergency
HNE Health

REACH - Patient and Family Activated Escalation

REACH-defined.jpg

What is REACH?

We know you know yourself or the person you care for best.

REACH is an easy to use system to raise concerns if you notice a worrying change in your condition or that of your loved one.

We encourage you to first raise your concerns directly with your nurse or doctor. If you remain worried after speaking with your nurse or doctor, REACH provides you with more options to escalate your concerns further.

Who can use REACH?

REACH can be used by patients currently admitted to our Hospitals or Rural Multipurpose Health Services and, by their family members or carers.

How does it work?

You may RECOGNISE a worrying change in your condition or that of your loved one.

We encourage you to ENGAGE with your nurse or doctor and tell them your concerns.

If you remain concerned or if the condition is getting worse then ACT.

Ask to speak to the Nurse in Charge and request a medical assessment called a "Clinical Review".

This should occur within 30 minutes.

If you are still worried make a REACH CALL.

The REACH phone number is displayed at the bedside or click here for the REACH number of the hospital you are in.

You can use the bedside phone, your mobile phone or ask for a ward phone.

Your call will be answered by a senior staff member then HELP will be on its way.

What is the REACH number for my hospital?

Call the REACH number displayed on the REACH poster at the bedside or click here for the REACH number of the hospital you are in.

Making the call

Tell the operator:

  • Who you are – a patient, family member or carer.
  • That you need a REACH call.
  • The name of the ward.
  • The bed number you, or the person you care for, is in.

Will I offend staff if I make a REACH call?

No. We want patients, family members and carers to be involved and help us create the best experience for you or the person you care for during your hospital stay.

REACH Notifications

You may receive a REACH SMS notification to your mobile phone when you are admitted to one of our hospitals.

The SMS will say that REACH is available in your hospital, it provides a link to this webpage, and encourages you to speak with your nurse for more information.

You may want to forward this SMS to a family member or carer so they know how to ask for help if they notice a worrying change in your condition.