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 or not improving as expected. They are there to help you.
Step 2
Still worried? Stay at the hospital and call the Urgent Concern Helpline anytime on:
13 82 45
If you’re worried that your child is getting sicker in hospital, the Urgent Concern Helpline can provide you with a timely independent assessment of your child’s care in hospital.
It is free, easy to use and available 24/7 via phone or video call.
How to use the Urgent Concern Helpline
It is important that you raise your concerns with your nurse or doctor first. 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.
Urgent Concern Helpline staff will listen to your concerns and assess your child’s needs. Together, they will make a plan with you and stay on the call until you’re happy with your family's care.
The Urgent Concern Helpline pilot scope
The Urgent Concern Helpline is being piloted and evaluated at Northern Health, Alexandra District Health and Goulburn Valley Health, prior to expansion. This will ensure it meets the needs of children, families and carers.
The Urgent Concern Helpline pilot targets:
- Patients of Northern Health, Alexander District Health and Goulburn Valley Health, including if your child is waiting to be seen in the Emergency Department.
- Infants, children and young people up to 18 years of age who are experiencing a deterioration of physical health in hospital. This does not include infants, children and young people whose primary concerns are related to their mental health.
If you do not meet these criteria and you need urgent healthcare now, but it's not life-threatening, you can video call the Victorian Virtual Emergency for free 24 hours a day seven days a week.
The Urgent Concern Helpline pilot background
The Urgent Concern Helpline responds to recommendations from Safer Care Victoria’s ‘See Me, 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, known as the ‘Safer Care for ,’ project.
Recommendation 3 calls for the establishment of a centralised parent escalation process now named the Urgent Concern Helpline.
The Victorian Virtual Emergency Department runs the Urgent Concern Helpline, with oversight from the Department of Health.
Reviewed 25 June 2025