Patients, families and carers in public hospitals and health services across NSW are being encouraged to "Raise It" if they are worried their, or their loved one's condition is getting worse.
Raise It recognises patients, carers and families know themselves and their loved ones best and may notice small changes or have a sense that something is not right. By being empowered to raise these concerns about a worsening condition, they can work in partnership with healthcare professionals to ensure the best outcomes of care.
As part of the new Raise It program, a single, statewide number has been implemented, ensuring a person in any public hospital in NSW can reach out for further help and a senior health worker will respond to their concerns.
Raise It follows three clear steps to get help fast in a public hospital or health service:
- Talk - Start by talking to a nurse or doctor about your concerns.
- Ask - Still concerned? Ask the nurse in charge for a Clinical Review.
- Call - If you are still worried, call the Raise It line on 1800 777 333. A senior health worker will listen to your concerns and respond.
The new campaign being launched today by NSW Health marks a significant overhaul of the previous REACH (Recognise, Engage, Act, Call, Help) program, which was launched in 2013 to help people escalate concerns of clinical deterioration.
A review of REACH was initiated following the tragic death of Joe Massa at Northern Beaches Hospital in 2024.
At the request of the Minister for Health and the NSW Health Secretary, the Clinical Excellence Commission hosted a Roundtable on 30 April 2025 to bring together consumers, key stakeholders and health professionals to identify opportunities to strengthen patient, family and carer escalation processes.
The Raise It program is being backed by an awareness campaign based on consumer research, which told us that patients and families need clearer, simpler information about how to raise their concerns in hospitals.
Raise It information is available in public hospitals and health services across NSW, while the program will also be promoted to the broader community. Information will be translated into 16 languages to support culturally and linguistically diverse communities, and information campaigns will also be provided in Aboriginal communities across NSW.
This initiative forms part of a broader government response following the tragic death of Joe Massa, including:
- enacting legislation to protect acute public hospitals from privatisation by future Coalition governments
- returning Northern Beaches Hospital to public hands
- a review of the systems and process surrounding paediatric care at Northern Beaches Hospital led by the Clinical Excellence Commission
- requesting a coronial inquest into the death of Joe Massa.
Quotes attributable to Minister for Health Ryan Park:
"Because patients and families often recognise early changes first, trusting your instincts when you or someone you love comes into hospital is critical.
"You don't need medical knowledge. You don't need to be certain. You might notice small changes. You might feel something just isn't right.
"You know yourself or your loved one best. If you're concerned, Raise It. NSW Health staff are here for you, will listen to you, and make sure you get the care you or your loved one needs.
"I extend my sincere thanks to all those who have worked tirelessly over the past year to ensure the Raise It program is what our community needs it to be, but I want to particularly thank the Massa, Day and White families for their incredible advocacy and bravery."
Quotes attributable to NSW Health Secretary, Susan Pearce AM:
"Staff across the NSW public health system work incredibly hard to deliver safe, high-quality care for patients and we need to ensure the right systems are in place that support our healthcare professionals.
"Raise It strengthens their ability to provide the very best care to their patients, enabling them to quickly respond to concerns of clinical deterioration.
"Fundamentally, the program is about healthcare professionals working in partnership with patients, their families and carers to ensure we get the very best outcomes of care, which is what we all want.
"By working together, we can strengthen patient safety and provide an environment where everyone is encouraged and empowered to raise concerns with us."
