Opinion & Perspectives
2 November, 2026
A message from Amy Yole, Grampians Health Stawell
Healthcare is a partnership. While healthcare teams bring knowledge, experience and expertise, patients and families also bring something incredibly valuable: they know themselves or someone close to them better than anyone.
As the Nurse Unit Manager for Simpson Ward and the Urgent Care Centre at Grampians Health Stawell, I see every day the importance of working together with patients, carers and families to provide safe and patient centred care.
Open communication is an important part of this partnership. We encourage patients and families to ask questions, share concerns and speak up if there are concerns the patient is getting sicker in hospital.
Sometimes a patient (or their family member) may notice they are getting sicker before anyone else. It could be a difference in how someone is feeling, a change in their condition, or simply a concern that something is not quite right. These observations are important and can provide valuable information to the healthcare team.
This is where the R.E.A.C.H program (Recognise, Engage, Act, Call, Help) can help.
R.E.A.C.H provides patients, carers and families with a clear pathway to raise concerns if they are worried the patient’s condition is getting worse and feel their concerns have not been addressed.
If you’re concerned, we want you to R.E.A.C.H out by:
Step 1: Tell a health professional- whether that be a nurse, doctor or allied health professional
Step 2: Go to the Person in Charge and tell them your concern
Step 3: If you have followed step 1 and step 2 but you are still concerned, call the REACH phone number and a health professional will come to review you.
Step 4: For children under 18 years of age, families who remain concerned about their child’s condition can also access the Kids Urgent Concern Helpline by calling 13 82 45.
The program is available for patients admitted to a Grampians Health campus, including Stawell, Horsham, Ballarat, Edenhope and Dimboola. Information about R.E.A.C.H is available across our campuses, and patients and families can discuss the program with their healthcare team during their care.
Using R.E.A.C.H is not about questioning healthcare professionals or the care being provided. It is about strengthening communication and ensuring patients and families are active partners in their healthcare journey.
Creating a culture where people feel comfortable speaking up is an important part of providing safe, high quality care. When concerns are raised, it gives our teams the opportunity to listen, review and respond.
At Grampians Health, we want our community to know that speaking up is welcomed and supported.
When something does not feel right, speak up. R.E.A.C.H is here to support patients, carers and families.