Health authorities in New South Wales have introduced a new system intended to make it easier for patients, their families and carers to speak up if they think a hospital patient’s condition is worsening. The initiative, known as Raise It, offers a clear set of steps and a single statewide number that anyone in a public hospital can use to seek help when they are concerned about care.
The programme encourages individuals to first talk with a nurse or doctor about any worries. If concerns remain, they can ask a nurse in charge for a clinical review and, if needed, call the Raise It hotline on 1800 777 333, where a senior health worker will listen and respond. Officials describe this as a way to strengthen communication between healthcare professionals and those receiving care.
NSW Health officials say the design of Raise It was informed by research showing many patients and families want simpler, clearer guidance on how to raise issues in a hospital setting. Material explaining the process will be available across public health facilities, translated into 16 languages and distributed in Aboriginal communities to try to reach people from a range of backgrounds.
The new approach replaces the existing Recognise, Engage, Act, Call, Help (REACH) protocol, which dates back to 2013 but has been criticised for being little known or understood by patients and carers. Health authorities reviewed it last year after intense scrutiny of how clinical deterioration was managed following a tragic case at Northern Beaches Hospital in Sydney.
Two-year-old Joe Massa died in September 2024 after being treated at Northern Beaches Hospital. His parents have said that staff missed warning signs and did not respond quickly enough to their concerns about his deterioration, leading to urgent calls for changes to escalation processes. A series of reviews and inquiries have since examined the circumstances of his death and hospital practices.
Minister for Health Ryan Park said patients and families are often the first to notice small changes in condition and should feel confident to speak up. He told reporters that people do not need medical training or certainty to raise a concern and that healthcare staff are ready to listen and act. Park also thanked the Massa family and others who have advocated for improvements in patient advocacy.
NSW Health Secretary Susan Pearce said the programme aims to support clinicians and patients working together to respond swiftly when someone’s health deteriorates. She said having systems that encourage open communication contributes to safer care and builds trust in the health system.
The Raise It launch comes as part of a wider government response to hospital safety issues linked to the Northern Beaches Hospital case. Measures include legislative changes to rule out privatisation of acute public hospitals in the future and returning the Northern Beaches facility to public management. A coronial inquest has been requested to examine the circumstances of Joe Massa’s death, and reviews are under way to assess paediatric care systems.
The introduction of the nationwide number and clearer guidance prompts debate about how best to ensure patients feel safe and supported in public hospitals. Voices advocating for change have stressed the importance of accountability and transparency, while hospital operators have acknowledged past shortcomings and expressed commitment to learning from reviews.
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