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Posted on 09 Apr 2019
Consumers as partners
Patience experience and outcomes
Safety cultures

Applications have now closed.

Patients and carers are often the first to recognise that something is not right. Which is why Safer Care Victoria is piloting HEAR Me, a new 24/7 call service for patient and carer escalation of care.

We’re inviting public and private health services in Victoria to become pilot sites for this new service. 

What is HEAR Me?

HEAR Me provides an additional safety net for patients and carers. It empowers them to voice unresolved concerns and receive timely responses from their health service.

It also supports health services to meet the National Safety and Quality Health Service Standards requirement to provide a process for patients and carers to directly escalate care.

HEAR Me will be based on Queensland’s Ryan’s Rule call service, which has high satisfaction rates among consumers and has improved communication between clinicians, patients and carers.

How will it work?

The pilot will run for six months, starting in July 2019.

HEAR me will operate as a facilitation service only. Calls will be answered by a Registered Nurse, who will confirm the reason for the call and record the patient’s details. The nurse will contact the health service and facilitate an introduction between the caller and health service employee (known as a ‘warm transfer’).

No clinical assessment or advice will be provided over the phone.

The service is designed to complement existing processes in your health service. If you already use an internal call service as the final step in your patient and carer escalation process, HEAR Me does not replace this.

Next steps

Participating health services will need to nominate a project team and internal champions to help prepare for the introduction of HEAR Me.

Pilot sites will receive funding to provide staff training, as well as resources such as posters and flyers.

HEAR Me will be rolled out to all admitted patients in Victorian public and private hospitals during 2020. 

How to apply

Download our expression of interest pack below to check what is involved.

Follow the instructions under ‘How to apply’.

Applications close Friday 3 May 2019.

Expression of interest pack

Page last updated: 02 Dec 2019