Residential Aged Care Facility Support Service

Initiative Type
09 August 2019
Last updated
05 May 2021


The Residential Aged Care Facility acute care support service (RaSS) model provides care in partnership with GPs and RACFs to increase patient choice of care setting and improves the quality and safety of care provided.

If a patient becomes unwell, the GP or nursing staff at the RACF, can contact the RaSS for advice and support. The resident’s acute care needs are assessed, and the most appropriate care delivery service is matched to these needs.

If necessary, the RaSS can arrange for a specialist nurse or doctor to visit the RACF to provide ED substitutive care. This means the patient can receive care in familiar surrounds under a framework of patient quality care and safety. If transfer to hospital is required, the RaSS can ensure that the receiving emergency department receives high-quality clinical handover prompting activation of appropriate services for the arriving patient.

Key dates
Jul 2018
Jun 2020
Implementation sites
Sunshine Coast Hospital and Health Service Cairns Hospital and Health Service (HHS), Central Queensland HHS, Darling Downs HHS, Mackay HHS, Townsville HHS


The service aims to support the best care for residents of aged care facilities, in the most appropriate location.


  • Increases patient choices of care locations.
  • Provides a single point of contact in the hospital for residential aged care facility (RACF) staff and general practitioners (GPs) caring for residents who have acute health care needs, where these exceed the capability of the GP and RACF to manage independently.
  • Builds capacity and patient advocacy by supporting RACF staff in decision-making, clinical skills and collaboration across the healthcare continuum.


The population of Queensland is ageing and living longer with multiple co-morbidities, which has seen a growth in older person presentations to statewide emergency departments (EDs) and subsequent inpatient admissions.

Barriers have existed between community and acute sectors, which has highlighted an opportunity to work together and develop a new patient focussed model of care for residents of aged care facilities to receive the right care at the right time in the right place.

Share this

Key contact

Laureen Hines
Director Statewide Access
Healthcare Improvement Unit
(07) 33289937