Call and Respond Early (CARE) Call is a way for patients, families and carers to receive or call for urgent assistance when they are concerned about a patient’s health and feel that the healthcare team has not fully recognised their changing health condition.

We understand that you know yourself, or the person we are caring for, best.

Karen from the Midwest thanks the CARE Call process for saving her daughter’s life.

In late 2018, Karen’s daughter Amy was admitted to an emergency department in the Midwest with severe abdominal pain. Analgesia (pain-relieving medication) helped to alleviate some of Amy’s pain, however not all of it. When doctors advised that Amy had a cyst on her ovary they said she could be discharged with mild pain-relieving medication. Karen didn’t agree that her daughter should be discharged when she was clearly still in extreme pain.

"I know my kid," Karen said.

"Amy is one tough cookie so for her to be crying in pain like that I knew there was something terribly wrong and she shouldn’t be leaving hospital."

"I asked the nurse for the CARE Call phone number and during the call to the senior staff member I requested a gynaecological consult for my daughter," she added.

Karen had barely hung up from the CARE Call before a gynaecologist arrived to thoroughly assess Amy.

"The gynaecologist confirmed my suspicion that something serious was wrong and Amy was booked in for urgent surgery the following day."

"You know your body best and you know your child."

"If you think something isn’t right then it’s important to say so to the doctors and nurses and use CARE Call if you feel your concerns need to be escalated," Karen added.

• If you have concerns talk to the nurse, midwife, doctor or allied health professional who is caring for you or your loved one.
• If you still have concerns, ask to speak to the senior person in charge.
• If your concerns have still not been addressed, you can make a CARE Call by calling the CARE Call number for the region of the health service you are attending.
• Aboriginal Liaison Officers and translation services are available to support you if you need.

Your call will be answered by a senior member of our staff. After listening to your concerns, the staff member will take what action is required to address your concerns; for example, they may contact the treating doctor or other members of the healthcare team to ensure you or the person you are concerned about is assessed and any necessary changes to the treatment plan are carried out. The person who receives your call will keep you updated as to what action has been taken.

Not at all. WA Country Health Service staff empower patients, their families and carers to be part of decisions about their healthcare. We want you to feel safe to speak up when you have concerns about yourself or your loved one’s medical treatment to ensure we provide the best possible care.

Information brochures describing CARE Call and the hospital's CARE Call telephone number can be found in all WACHS hospitals and health services.

Each WA Country Health Service region has a single phone number for CARE Calls: