In 2019 Safer Care Victoria (SCV) launched the Partnering in Health Care Framework to
support Victorian health services strengthen how they approach patient-centred
care and continue to empower patients, carers and family members to participate
in health care. One important contributor to establishing health care
partnerships is ensuring people know they will be heard if they have a concern
about the medical status and care for themselves or a patient.
The Centre for Health Communication and Participation (CHCP), La Trobe
University, was requested to conduct a rapid review of evidence and experience
of patient, carer or family member-initiated escalation processes and systems.
The review findings informed SCV's plans to pilot both a central support phone
number and a principles-based framework to guide consumer-initiated escalation
The rapid review included research on consumer-initiated escalation and
how these findings link to experiences of consumer participation in care. It
also included a review of existing consumer-initiated escalation services in
Australia to identify learning and experiences that can inform best practice
recommendations for Victoria. Interviews with stakeholders were used to explore
common themes that emerged from the evidence, and an Advisory Committee was
reviewed the report and its recommendations.
The Rapid Review was funded by Safer Care Victoria. The Consumers
as Partners Branch developed the consumer initiated-escalation principles, provided technical review and support in compiling this report.