Urgent concern helpline

Urgent Concern Helpline video transcript:

(Joanna, a paediatrician, is sitting in front of a light grey studio background.)

Joanna:

The Urgent Concern Helpline provides a timely and independent assessment
of your child via phone or video call. We’ll listen and act on your concerns.

We know that every hospital has its own local escalation process, and the best person to speak to if you're worried, is the doctor or nurse
looking after your child. They're there to help.

But, if for whatever reason that isn't working, then the Urgent Concern helpline is there to provide an additional avenue of support.

Text on screen:
You know your child best. If you’re worried, the Urgent Concern Helpline is listening. 13 82 45.

(Kate, a consumer, is sitting in front of a dark grey studio background.)

Kate:

So Macy's my oldest daughter, and she was born with a rare genetic disease that makes it really medically fragile.

So when she was about 18 months old and she presented with signs of an infection, we were quite concerned and we took her to our local hospital.

So over the next 16 hours, Macy just got sicker and sicker
and she ended up developing sepsis. We raised our concerns with a number
of the staff, so nurses and doctors in the hospital we were in, and we just didn't feel like anyone was listening.

Joanna:

If you've spoken to your nurse and your doctor and you are still worried and not feeling heard please stay at the hospital and call the Urgent Concern Helpline.

Text on screen:

Step 1: Ask your nurse of doctor for help.
Step 2: Call the Urgent Concern Helpline on 13 82 45.

Joanna:

The Urgent Concern Helpline is free, it's easily accessible and we're here 24 hours a day, seven days a week.

When you call the Urgent Concern helpline, our doctors will listen to your concerns and assess your child.
Together with your treating team, your doctor and nurse, we will make a plan, and we will stay on the line with you until you are happy with your child's care.

Kate:

For us, the Urgent Concern Helpline would have made the world of difference. To have someone that actually heard us, to listen to our concerns, and a different pathway to get someone else to look at our child could have changed everything for us.

If you've got a child in hospital and you're worried that they're getting sicker 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.

You don't have to have the perfect words. You don't need to know the medical lingo. If something doesn't feel right, please call the Urgent Concern Helpline.

Text on screen:

Are you worried that your child is getting sicker in hospital?
Step 1: Ask your nurse of doctor for help.
Step 2: Call the Urgent Concern Helpline on 13 82 45.

END