September 16, 2025When a child is unwell in hospital, no one knows their needs better than their parents and carers. But sometimes, despite speaking up, families can feel their concerns aren’t being heard.
To help bridge this gap, Northern Health is proud to be one of three sites piloting the Urgent Concern Helpline – an independent escalation system giving parents and carers a stronger voice if they feel their child is getting sicker.
Launched at Northern Health in September 2024, the helpline has continued to evolve and grow to meet the needs of children, families, and carers. It was one of three key recommendations from Safer Care Victoria’s See Me, Hear Me Report, which identified important actions to improve the quality and safety of children’s care.
Northern Health has played an important role in designing the helpline, working in partnership with people with lived experience, healthcare workers, Safer Care Victoria, and the Department of Health.
The helpline complements existing patient escalation systems such as REACH calls and provides families with another option if they feel their concerns are not being addressed. Posters and brochures across Northern Health’s Emergency Department, Children’s Ward areas, and Kilmore Urgent Care Centre outline the process, including discussing their concerns with their nurse or doctor and knowing they have the REACH process or Urgent Concern Helpline to turn to if they still feel worried.
Dr Joanna Lawrence, Director of Paediatric Virtual Care at Northern Health, says the principle of the Urgent Concern Helpline is “if you’re worried, we’re worried.”
Lived Experience Advisor Kate Rawnsley, who participated in the design of the Urgent Concern Helpline, wishes it had been available when her daughter Macy needed it most and urges parents ‘You don’t have to have the perfect words. You don’t need to know the medical lingo. If something doesn’t feel right, and you’ve spoken to your nurse or your doctor and you don’t feel listened to, please don’t hesitate to call the Urgent Concern Helpline.’
The Minister for Health, Mary-Anne Thomas, in an earlier press release, stated: “The new Urgent Concern Helpline will support families and patients and ensure they have somewhere to turn if they feel their concerns aren’t being heard.”
For further information, please see the Urgent Concern Helpline website.
