REACHing out for help in hospital

Image of two people holding handsYou know yourself, or the person you care about, the best.

We encourage patients, carers and family members to let us know when ‘something isn’t right’.

Please tell us if you are worried about your condition, or the condition of a family member or friend.

Here’s how to ask for help:

  1. Talk to your nurse or doctor about your concern.
  2. If you are still worried after this discussion, ask for a ‘clinical review’. This should take place within 30 minutes and is usually attended to by the person in charge of the ward.
  3. If you are still worried, make a REACH call.

What is REACH?

REACH is another way for patients and carers to ask for help while in hospital.

What happens when I make a REACH call?

Making a REACH call will mean your condition (or that of the patient you called about) is re-assessed within 15 minutes by an experienced clinical person.

They will assess your situation, provide advice or escalate your concerns, and keep you informed.

This assessment may take place over the phone or in person.

Making a complaint

** Please note that the REACH process is for escalating clinical deterioration - it is not a complaints process.**

To make a complaint or provide feedback, please visit Compliments and Complaints or ask staff for a Compliments and Complaints brochure.

How do I make a REACH call?

You can make a REACH call by:

1. Making a phone call from your mobile phone (not all hospitals provide this option)

OR

2. Telling your nurse, doctor or nurse unit manager that you would like to make a REACH call. They will provide you with a number and access to a phone.

AND

3. When making the call, please state that you are making a REACH call, your name or the name of the patient, and the ward and bed number if known.

Use the following numbers and brochures to help you make a REACH call:

Bulli Hospital

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From a mobile: 0434 323 316

From a ward phone: (0) 0434 323 316

Resources: Adult posterbrochure

Coledale Hospital

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From a mobile: 0402 893 455 

From a ward phone: (0) 0402 893 455

Resources: Adult posterbrochure

David Berry Hospital

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From a mobile: 4423 9738

From a ward phone: (0) 4423 9738

Resources: Adult posterbrochure

Milton-Ulladulla Hospital

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From a ward phone: 9179

Resources: Adult posterbrochure

Port Kembla Hospital

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From a mobile: 4295 2500

From a ward phone: (0) 4295 2500

Reosurces: Adult posterbrochure

Shellharbour Hospital

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From a mobile: 4295 2500 

From a ward phone: 2500

Resources: Adult posterbrochure

Shoalhaven Hospital

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From a mobile: 4423 9738 

From a ward phone: 60 9738

Resources: 

Adult posterbrochure
Paediatric posterbrochure

Wollongong Hospital

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From a mobile: 4222 5000 

From a ward phone: 222

Reosurces:

Adult posterbrochure
Paediatric posterbrochure

REACH acronym - R is for Recognise, E is for Engage, A is for Act, C is for call and H is for help is on the way.