Patient escalation processes

Are you concerned with your care or that of a loved one? Every Mater facility has an escalation process in place to ensure timely response to concerns. All three escalation processes are the equivalent to Ryan’s Rule as used by Queensland Health. 

Utilised at: Mater Private Hospital Brisbane, Mater Hospital Brisbane, Mater Mothers Hospital, Mater Private Hospital Springfield and Mater Private Hospital Redland.

We value your safety above all else. We expect that your healthcare team can address any concerns or worries you may have about your care and immediate safety. Patients, families or carers have a right to further escalate their concerns and we encourage you to raise any concerns as early as possible. If you have serious or immediate concerns about your health, please follow the steps outlined below:

Step 1: Speak to your nurse or doctor, who will listen and respond to your concerns. If you are unsatisfied with the response and are still concerned, move to step 2.

Step 2: Ask to speak to the nursing team leader or Nurse Unit Manager. If you are unsatisfied with the response, and are still concerned, move to step 3.

Step 3: Activate a PACE

Dial 555 from your bedside phone or call 07 3163 8555.

Tell the operator “I am using PACE”, your name, ward, bed number and doctors name, if known. A senior member of staff will see you within 10 minutes.

* PACE is the equivalent to Ryan’s Rule as used by Queensland Health.

Utilised at: Mater Private Hospital Townsville.

We value your safety above all else. We expect that your healthcare team can address any concerns or worries you may have about your care and immediate safety. Patients, families or carers have a right to further escalate their concerns and we encourage you to raise any concerns as early as possible. If you have serious or immediate concerns about your health, please follow the steps outlined below.

Follow these three easy steps:

Step one: Talk to your nurse or doctor regarding your concerns.

Step two: If you are still concerned, ask to speak to the nurse or midwife in charge of the shift.

Step three: If you are still concerned, please call 07 4727 4562 and tell the operator "I am using My Access To Early Response". The hospital coordinator (available 24 hours) will review and assist the patient who is unwell.

Please provide the nurse, midwife or doctor with the patient's name, the reason for the call, and the ward or room number (if known).

* MATER is the equivalent to Ryan’s Rule as used by Queensland Health.

Utilised at: Mater Private Hospital Mackay, Mater Private Hospital Rockhampton and Mater Private Hospital Bundaberg.

We value your safety above all else. We expect that your healthcare team can address any concerns or worries you may have about your care and immediate safety. Patients, families or carers have a right to further escalate their concerns and we encourage you to raise any concerns as early as possible. If you have serious or immediate concerns about your health, please follow the steps outlined below:

Recognise: You may recognise a worrying change in your condition, or in the person you care for.

Engage: Talk with the nurse or doctor, tell them your concerns.

Act: Ask the nurse in charge for a clinical review. This should occur within 30 minutes.

Call: If you are still worried, call 07 4153 9409 and tell the operator "I am using REACH". You can use your bedside phone or ask for a ward phone.

Help: The patient will be reviewed and assisted, and concerns will be actioned as required. 

* REACH is the equivalent to Ryan’s Rule as used by Queensland Health.

Mater acknowledges consumer consultation in the development of this patient information.

Last modified 14/7/2021.
Consumers were consulted in the development of this patient information.
Last consumer engagement date: 02/3/2021

For further translated health information, you can visit healthtranslations.vic.gov.au/ supported by the Victorian Department of Health and Human Services that offers a range of patient information in multiple languages.