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Patient getting worse? Ryan's Rule
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Choose the situation closest to yours. You'll see practical steps, the guide that explains it, and who else can help. If someone is seriously unwell, call 000.

What's happening?

Choose the closest match. You can come back and pick another at any time.

You chose: Someone in hospital is getting worse and I'm worried

Ask for an urgent clinical review — Ryan's Rule

If someone is seriously unwell or it's an emergency, call 000 now. Don't wait to read this page.

In Queensland public hospitals, patients, families and carers can ask for an urgent clinical review if they believe a patient is getting worse and their concerns aren't being recognised.

What to do

  1. Speak with the treating team

    Tell them what you're noticing and that you're worried.

  2. Escalate to the nurse in charge or a senior doctor

    If you still feel you're not being heard.

  3. Ask staff to activate Ryan's Rule

    Use the words "Ryan's Rule". It's for clinical concerns — not a complaint.

Read the guide

Who else can help

  • Emergency Call 000
  • 13 HEALTH 13 43 25 84 · 24/7 health advice
Choose a different situation Still unsure? Ask us

You chose: I want to raise a concern or make a complaint

Raise it, put it in writing, and escalate if needed

You can raise concerns about communication, delays, safety, dignity, access to care or any part of your experience. Most complaints follow the same path.

What to do

  1. Speak with the treating team, if appropriate

  2. Contact Patient Liaison

    The hospital's service for resolving concerns.

  3. Submit a written complaint

    Be factual, use dates and times, explain the impact and the outcome you want.

  4. Review the response

  5. Escalate to the Health Ombudsman if appropriate

Read the guide

Who else can help

Choose a different situation Still unsure? Ask us

You chose: My complaint wasn't resolved

Take it further

If you're not satisfied with the hospital's response, you may be able to lodge a complaint with the Office of the Health Ombudsman. For broader or repeated problems, political advocacy can also help.

What to do

  1. Prepare a timeline

  2. Gather supporting documents

  3. Explain the impact and the outcome you want

  4. Lodge with the Office of the Health Ombudsman

    Complaints may be referred, resolved, assessed further or investigated.

  5. Consider contacting your local State MP

    Useful for systemic issues or repeated unresolved problems.

Read the guide

Who else can help

Choose a different situation Still unsure? Ask us

You chose: I need a copy of medical records

Request the records — and use RTI if you need to

Many hospitals release records directly. If you've waited an unreasonable time or can't get them, Right to Information (RTI) is a formal pathway.

What to do

  1. Ask the hospital's Health Information or Medical Records Unit

  2. Lodge an RTI application if needed

    Include name, date of birth, hospital, approximate dates and exactly which records you need.

  3. Follow up politely and keep a record of every contact

  4. If it stalls, consider asking your State MP for help

Read the guide

Who else can help

Choose a different situation Still unsure? Ask us

You chose: I think a medical record is wrong

Ask for your record to be reviewed

There are formal processes to request that incorrect, incomplete or misleading information in a Queensland public health record is reviewed.

What to do

  1. Request a complete copy of the record

  2. Highlight the entries you dispute and write down why

  3. Ask the hospital's Privacy or RTI Unit how to request an amendment

  4. If it's refused, contact the OIC or OHO

Read the guide

Who else can help

Choose a different situation Still unsure? Ask us

You chose: I'm waiting for a specialist appointment

Understand your referral — and what to do while you wait

Public hospital referrals are given a category with a target timeframe: Category 1 within 30 days, Category 2 within 90 days, Category 3 within 365 days.

What to do

  1. Ask your GP which category you were given

  2. Confirm where the referral was sent and that your contact details are current

  3. Contact the outpatient department if you've waited longer than expected

  4. If symptoms worsen, go back to your GP

    Your referral may need updating. If symptoms become severe, seek urgent care.

Read the guide

Choose a different situation Still unsure? Ask us

You chose: Staff need to understand someone's needs

Use Julian's Key, a free health passport

Julian's Key is a free Queensland Health health passport that helps staff quickly understand important information about a patient.

What to do

  1. Gather the important information

    Conditions, medications, allergies, communication preferences, sensory and mobility needs, emergency contacts.

  2. Complete Julian's Key

  3. Bring it to appointments and hospital visits and share it with staff

Read the guide

Choose a different situation Still unsure? Ask us

You chose: I want to raise a wider issue with a politician

Contact your local State MP

Political advocacy can help where concerns relate to broader systemic issues or repeated unresolved problems.

What to do

  1. Write down a clear timeline

  2. Gather your evidence

  3. Be specific about the outcome you're asking for

  4. Contact your local State MP or the Minister for Health

    Keep your language respectful and factual.

Read the guide

Who else can help

Choose a different situation Still unsure? Ask us

You chose: I'm not sure — I just need someone to talk to

Start with us

You don't have to know who to call. Tell us what's happening and we'll help you find a pathway, available services or practical support where we can.

What to do

  1. Contact us by form or email

    We're volunteer-led, so replies can take a few days.

  2. Connect with others in our Facebook community

  3. If it's urgent, speak with the treating team — or call 000 in an emergency

Who else can help

  • Queensland Hospital Watch info@queenslandhospitalwatch.com.au
  • Lifeline 13 11 14 · 24/7 crisis support
  • 13 HEALTH 13 43 25 84 · 24/7 health advice
Choose a different situation Still unsure? Ask us

Key numbers to keep handy

Independent services that can help. Queensland Hospital Watch isn't affiliated with them.

About this information

This is general information to help you understand your options. Queensland Hospital Watch does not provide medical or legal advice, and our support does not replace healthcare professionals, hospital services, social workers, legal services or emergency services.