Call for Help
About Call for Help
We understand that you know your loved one best. You may notice a change in their health or feel that something isn’t right.
Call for Help makes it easier for you to raise concerns if you think their health is getting worse or they are not improving as expected.
Call for Help is a simple four-step process that helps patients, families and carers speak up about changes in a patient’s condition.
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.
Step 4: For children under 18, call the Kids Urgent Concern Helpline
On July 1 2026, a fourth step was added for people under 18. If you have followed steps 1 to 3 and you’re still worried, call the Kids Urgent Concern Helpline on 13 82 45 for an independent assessment.
What to tell the operator
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.
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.
Resources
Call for 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.
- Call For Help - English (PDF, 768KB)
- Call for Help - Chinese (PDF, 358KB)
- Call for Help - Macedonian (PDF, 666KB)
- Call for Help - Arabicc (PDF, 748KB)
- Call for Help - Greek (PDF, 626KB)
- Call for Help - Italian (PDF, 553KB)
- Call for Help - Vietnamese (PDF, 668KB)
Kids Urgent Concern Helpline
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