Department of Health

Urgent concern helpline

The Urgent Concern Helpline provides a timely, independent assessment of your child's care in hospital via phone or video call.

Are you worried that your child is getting sicker in hospital?

Follow these two steps to get help anytime:

Step 1

Ask your nurse or doctor for help

Tell your nurse or doctor if you're worried that your child is getting sicker and not improving as expected. They are here to help you.

Step 2

Still worried? Call the Urgent Concern helpline anytime on:

13 82 45

    View transcript

    The Urgent Concern Helpline provides a timely independent assessment of your child’s care in hospital via phone or video call, if they are getting sicker in hospital or not improving as expected.

    It is free, easy to use and available 24/7. It is currently being piloted at Northern Health, Alexandra District Health and Goulburn Valley Health.

    How to use the Urgent Concern Helpline

    If you’re worried that your child is getting sicker in hospital, it is important that you raise your concerns with your nurse or doctor. They are there to help you.

    All hospitals have their own escalation pathways in place. The Urgent Concern Helpline is designed to complement these systems, providing an additional point of advocacy and support.

    If you’ve spoken to your nurse or doctor, but you’re still feeling worried or not feeling heard, stay at the hospital and call the Urgent Concern Helpline on 13 82 45.

    The Urgent Concern Helpline will listen to your concerns and assess your child’s needs.

    Together, we will make a plan and stay on the call with you until you’re happy with your family's care.

    The Urgent Concern Helpline pilot background

    The Urgent Concern Helpline responds to recommendations from Safer Care Victoria’s ‘See Me, Hear Me’External Link white paper report published in January 2023. The report makes three recommendations to improve the safety and care of children and young people accessing care in Victorian public hospitals.

    In August 2023, the Minister for Health endorsed all three recommendations, known as the ‘Safer Care for Kids,’ project.

    Recommendation 2 calls for the establishment of a ‘centralised parent escalation process’ now named the Urgent Concern Helpline.

    The Victorian Virtual Emergency Department, operated by Northern Health, runs the Urgent Concern Helpline, with oversight from the Department of Health.

    The Urgent Concern Helpline is being piloted and evaluated at select services prior to expansion. This will ensure it meets the needs of children, families and carers.

    Initially, the Urgent Concern Helpline will be piloted at Northern Health, Alexandra District Health and Goulburn Valley Health.

    Reviewed 30 April 2025

    Health.vic

    Victoria's urgent care services

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