Call for HELP

We understand that you know your loved one best. You may notice something has changed about them that doesn’t feel right. With Call for HELP, we’ve made it easier for you to raise concerns about their health condition.

About Call for HELP

Call for HELP is a simple 3-step process to help patients, and their families or carers, speak up if their health condition is getting worse or not improving as expected.

Step 1: Speak to the care team

Your first point of contact for discussing concerns should be the nurse, midwife or doctor looking after the patient.

Step 2: Ask for the nurse or midwife in charge

If you’re still worried, ask to speak to the nurse or midwife in charge of the ward (often called the Unit Manager).

Step 3: Phone the Call for HELP number

If you feel urgent help is needed, and your concerns have not been addressed, call (03) 8345 HELP or (03) 8345 4357.

What happens next

Your Call for HELP will be answered by an operator who will alert specially trained staff about your concerns. This team will see you within 30 minutes of your call.

What to tell the operator

So they can reach the right person in time, it’s important to tell the operator:

the full name of the person who needs help
the location (hospital, bed number and ward).

What happens next

The Call for HELP team will do all they can to relieve your worries and make sure you know what’s going on.

After reviewing the situation and consulting with the care team, they will confirm whether a different treatment plan is needed.

When to use the service

Call for HELP is for urgent medical assistance and should not be used for complaints or routine clinical care.

Instructional video

Watch the Call for Help Instructional Video (YouTube) to understand more about how this service works.

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Where to find help

Where to find help

Posters outlining the Call for HELP steps are displayed in all wards and other key areas throughout our hospitals. You can also download a brochure below, in your preferred language.

Your questions, answered

How is Call for HELP different from what already happens?

When should the Call for HELP number be used?

I’m worried that staff will treat me differently if I use the Call for HELP number. Will it affect my ongoing care?

Where can Call for HELP calls be made?

In the case of a life threatening emergency, call 000.