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Escalating care

REACH is a system that helps consumers, carers and their families escalate their concerns about worrying changes in a person’s physical or mental health (e.g. person in increasing pain or becoming increasingly confused).

It stands for Recognise, Engage, Act, Call, Help is on its way.

The person or their family should raise their concerns initially with the staff caring for them, if they still wish for further escalation then we encourage you to call 1800 904 355.

Your call will activate an independent review of your concerns within 30 minutes. 

This acts like a safety net, empowering consumers to ‘Speak up for Safety’ and provides assurance that help is on its way.

There is a brochure available in both English and other languages, which describes REACH.

It is an expectation that every person admitted to a facility across the MLHD will receive a brochure on admission.

If you would like further information please contact

Last updated: 23 May 2019