Urgent Concern Helpline Transcript
Joanna, Paediatrician from the Urgent Concern Helpline speaking: The Urgent Concern Helpline provides a timely and independent assessment of your child via phone or video call.
We'll listen and act on your concerns.
We know that every hospital has its own local escalation process and the best person to speak to if you're worried is the doctor or nurse looking after your child.
They're there to help.
But if for whatever reason that isn't working, then the Urgent Concern Helpline is there to provide an additional avenue of support.
Text on screen: You know your child best. If you’re worried, the Urgent Concern Helpline is listening. 13 82 45.
Kate, mother speaking: Macy's, my oldest, she's 7 and she was born with a rare disease.
Fast forward 18 months down the track, we had a similar experience where we presented with concerns of a urinary tract infection and treatment was delayed for, well, a good 16 hours from when we first raised our concerns.
And she developed sepsis in that time.
So we felt that we weren't listened to and we had a child who was very medically fragile and we didn't feel like the right steps were taken and we felt really powerless in that time.
Joanna: If you have spoken to your nurse and your doctor and you were still worried and not feeling heard, please stay at the hospital and call the Urgent Concern Helpline.
Text on screen: Step 1 – Ask your nurse or doctor for help. Step 2 – Call the Urgent Concern Helpline on 13 82 45.
The Urgent Concern Helpline is free, it's easily accessible and we're here 24 hours a day, seven days a week.
When you call the Urgent Concern Helpline, our doctors will listen to your concerns and asses your child.
Together with your treating team, your doctor and nurse, we will make a plan and we will stay on the line with you until you are happy with your child's care.
For us, having the Urgent Concerned Helpline would have really helped us to feel listened to, feel supported.
You know your child best, you don't need to have the perfect words, you just need to know that something doesn't feel right.
So if you're concerned, please call the Urgent Concerned Helpline.
Text on screen: Are you worried that your child is getting sicker in hospital? Step 1 – Ask your nurse or doctor for help. Step 2 – Call the Urgent Concern Helpline on 13 82 45.
End of transcript
Reviewed 26 March 2025