Australia: +61 2 9061 8926
New Zealand: +64 9 367 2550
United Kingdom: +44 20 3519 0279

Only call one of these numbers if you need to contact Streamliners outside of our normal business hours listed in the drop down above, and you have an emergency situation such as:

• you need to make a critical clinical update to the health alert on your HealthPathways website home page or to any live page, e.g. changes to COVID-19 assessment or management that are critical to front line care, or
• online services provided to you as part of the Streamliners service have become unusable.

Critical clinical changes are usually ones that need to happen right away. Critical changes will not go through the draft process. Follow the Requesting a Critical Partial Update process.

A critical change may be necessary when:

• content on the live site has been identified as being dangerously wrong.
• new information needs to be communicated immediately to the HealthPathways audience, e.g. an urgent health news alert notifying users of:

• a hospital in gridlock
• an infectious diseases outbreak
• the medical centres or pharmacies which are open during a natural disaster
• a contamination threat
• a drug recall

• the senior clinical editor (or delegate if not available) has determined that the level of urgency is critical. When critical changes are needed, it is best for these to go via the region's senior clinical editor, programme manager, and coordinator. Sometimes this isn't possible, especially after-hours. If there is any doubt about correct sign-off, the writer will contact the Clinical Lead, HealthPathways Content (Mike Ardagh) or their delegate.
  • If the Clinical Lead, HealthPathways Content (Mike Ardagh) is unavailable, their delegate is Clinical Lead, HealthPathways Advisors (Louise Delaney).
  • If the HealthPathways Writing Team Manager (Melissa Taylor) is unavailable, their delegate is any RGM or the Writing Quality Manager (Emma Harding).

For ease of access, download the Streamliners Emergency Contact Poster and pin it to your notice board.

If your organisation has a help desk or technical support team, make sure the staff in that team know about the Streamliners emergency number, and when to use it.

If you need to make an emergency update outside of normal office hours or on a public holiday, Streamliners has established a protocol to make updates to your HealthPathways website quickly and consistently. When you phone this number, the Answer Service will undertake to alert key personnel who will perform the update as quickly as they can.

The Streamliners person contacted:

• checks the list of people in your region who are authorised to request an emergency update.
• if the request is made by someone not on the authorised list, contacts an authorised person to check that the change should be made.
• follows agreed conventions for where and how the information is to be displayed on each region's HealthPathways website.

If an update is added to another HealthPathways website that may be relevant to your area, we’ll let you know as soon as possible so you can consider adding it to your website too.

If your regional team has not provided any of the above information or has questions about the protocol, please contact your lead writer at Streamliners.