In some episodes of care, a family member or carer may notice signs that the patient is getting worse before we do. It is important to make it easy for patients, carers and families to raise their concerns with their care team, so they feel listened to, and their concerns are addressed.
Patients, carers and their families are valuable members of the care team, and we have processes in place to ensure their concerns are taken seriously.
Family-initiated escalation of care can be initiated as follows:
- If a patient is feeling worse, or a family member or carer has concerns, we encourage our patients and their loved ones to tell their treating nurse or doctor immediately.
- If they are still concerned, family members or carers can speak to the nurse in charge of the ward or service.
- If they are still concerned a family member or a carer can call a site-specific phone number where a senior member of staff will address the family member’s or carer’s concerns.
- If at any time a patient requires urgent help, the patient, a family member, or carer can press the emergency buzzer.
We have site-specific posters with translations (in over 10 languages) available on the Family Escalation of Care Translations page on the Monash Health website and on PROMPT (just type in ‘Family Escalation of Care’).
It is important that Family Escalation of Care posters displayed in clinical areas and in patient’s bedside information folders are up to date, so please ensure you have the latest hospital/site-specific posters displayed in your area. It is also important that patients and families are made aware of the processes to raise concerns in every episode of care.
Approved by Dr Anjali Dhulia.