NSW Health's 'Raise It' Process Empowers Families in Hospital Settings

NSW Health's 'Raise It' Process: A Vital Tool for Patient Advocacy

In the bustling environment of a hospital room, where monitors beep and conversations hum, a subtle change in a loved one's condition can trigger deep concern. For those closest to the patient, instincts often signal when something isn't right, even if medical staff might not immediately notice. This is where the 'Raise It' process, implemented across New South Wales public hospitals and health services, becomes an essential resource for families and carers.

Why Family Observations Are Invaluable in Healthcare

Dr Trevor Chan, an emergency specialist and clinical director at the Emergency Care Institute, Agency for Clinical Innovation, emphasises the critical role that loved ones play in patient outcomes. "The observations of people closest to the patient are invaluable," Dr Chan explains. "As a clinician, you're often meeting someone for the first time in an emergency setting, relying on limited information from health records and initial assessments."

He notes that carers and family members provide crucial insights, especially for vulnerable groups like children, the elderly, or individuals with varying health literacy levels. While medical staff can monitor vital signs such as pulse, breathing rate, and blood pressure, they depend on those who know the patient best to identify signs of stress, discomfort, or deviations from normal behaviour.

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The Three-Step 'Raise It' Process Explained

The 'Raise It' process, established in 2013, offers a straightforward framework for addressing concerns without requiring medical expertise. It empowers individuals to take action through three clear steps, ensuring that worries are heard and managed promptly.

Begin by discussing your concerns with a nurse, midwife, doctor, or other health worker. Dr Chan reassures that staff view these conversations positively, understanding that a concern is not a complaint. "We see people using the 'Raise It' process as a success," he says. "It fosters collaboration between patients, their carers, and healthcare providers."

If concerns persist, ask the nurse or midwife in charge for a clinical review. This formal step activates the clinical emergency response system, leading to an assessment by a healthcare professional to determine the next steps. Dr Chan highlights the importance of empowerment: "At each stage, concerns are addressed to relieve family anxiety or ease the patient's distress."

For unresolved worries, call the NSW Health Raise It hotline at 1800 777 333. This centralised number connects callers to a senior health worker. Dr Chan notes that while most issues are resolved earlier, this option provides a safety net. "The number is always there if needed," he adds, encouraging timely action to prevent escalation.

Building Confidence in Healthcare Interactions

Dr Chan urges families not to hesitate in using the 'Raise It' process when worried about a loved one's condition. "We want people to know their concerns are valid and will be listened to and acted upon," he states. "Their knowledge and understanding of the people they are looking after is important and valued."

This initiative underscores a broader shift towards patient-centred care, where family involvement is recognised as a key component of positive health outcomes. By demystifying the healthcare process and providing clear pathways for communication, 'Raise It' helps bridge the gap between clinical expertise and personal insight.

Available in all NSW public hospitals and health services, the 'Raise It' process continues to support countless individuals in navigating stressful medical situations, ensuring that every voice is heard in the pursuit of better patient care.