Your RFDS retrieval flight

General

What is an RFDS retrieval and why might I need one?

An RFDS retrieval is a medical flight that takes a patient to the care they need. This may be:

• a transfer from one hospital to another, such as from a regional hospital to a specialist hospital in Perth (known as an ‘inter-hospital transfer’); or
• an emergency flight from a remote location to a hospital (known as a ‘primary evacuation’).

If you need urgent or specialist care that is not available locally, the RFDS may be asked to transfer you.

Who decides if I need to be transferred and how urgent it is?

For hospital-to-hospital transfers, WA Health’s Acute Patient Transfer Coordination service works with the local health care team to arrange the safest and most suitable transport.

Your health care needs will be assessed to determine priority, just like in a hospital emergency department.

How long does a retrieval take?

The time can vary depending on where you are, your medical needs and whether the crew picking you up needs to transfer other patients. Once you are onboard, the crew will keep you updated about the journey and arrival time.

Can I use my phone?

You can use your phone before take-off and once the aircraft has landed.

Cost and eligibility

How much does an RFDS retrieval cost?

RFDS aeromedical retrievals are free to Australian citizens.

What happens if I am an overseas visitor who needs the RFDS?

If you are visiting from overseas, your travel insurance may cover the cost of an RFDS retrieval. Please check your policy or contact your insurer.

What are the extra costs? I.e. ambulance or hospital fees?

The RFDS is responsible only for the aeromedical part of your journey. For information about ambulance, hospital or other costs before or after your flight, please speak with the relevant health care provider.

Can the RFDS transfer newborns?

Yes. The RFDS works closely with the Newborn Emergency Transport Service (NETS WA) to provide specialist care and transport services to newborn babies.

Cultural, language and accessibility support

How does the RFDS respect cultural needs, Country and community obligations?

We understand that being transferred away from home can be difficult, particularly when it affects your connection to Country, family and community. Please tell your local healthcare team or RFDS crew about any cultural needs or important obligations as early as you can. We will listen and do our best to support you and involve the right people in your care.

Can I get information in my own language or in a more visual format?

Please let your healthcare team or RFDS crew know if you would prefer information in another language or a more visual format.

Before your flight

Which hospital will I be flown to and how is this decided?

You will be transferred to the hospital best able to meet your care needs. This will be decided by the team caring for you alongside WA Health’s Acute Patient Transfer Coordination service.

For information about WA hospitals and their services on the Department of Health website.

What do I pack?

Only bring essential items. Your luggage must weigh less than 5kg.

You may wish to pack:

• sleepwear and one or two comfortable outfits
• comfortable shoes
• your phone and charger
• basic toiletries
• any medication you need.

What can't I bring?

No dangerous goods such as cleaning products, batteries or weapons. Spray cans such as deodorant, are only allowed if they have a secure lid or a twist-to-close function. If you are unsure about an item, please ask your healthcare team or the RFDS crew.

Can someone join me on the aircraft?

In most cases family members will not be able to join you, with the exception of a parent or guardian to a person under 16. Our pilots work to exact weight calculations to ensure a safe flight, and they need to take into consideration equipment, crew and whether other patients will be onboard.

Can parents or guardians fly with children?

Our preference is to have a parent or guardian travel with a child under 16 years of age. In some circumstances, due to safety or capacity, this isn’t possible. Our crew will do their best to accommodate the needs of the child.

What if I’m scared of flying?

If you're anxious about flying, tell the crew on arrival. Our teams are highly experienced with helping patients deal with nerves and anxiety around flying. They can also take you through all the safety information. If you have time to plan ahead for your flight, we recommend bringing along good distractions such as movies preloaded on your phone, a book, and noise-cancelling headphones.

What if English isn’t my first language?

The RFDS crew will work with patients and their families to provide translation support.

How does the RFDS support Aboriginal and Torres Strait Islander patients and families?

We are committed to providing culturally safe and respectful care for Aboriginal and Torres Strait Islander patients and families. Please let us know about any cultural, family or communication needs. At the hospital, you can also ask your treating team about support from an Aboriginal Health Liaison Officer.

During your flight

Is there a toilet on board?

There is no toilet onboard RFDS aircraft. Please use the facilities before boarding if you can and let the crew know if this is a concern for you. They will help you plan for the journey and provide you with other options.

Will I have a doctor and nurse on my flight?

The team arranging your transfer will make sure the right clinical crew is there to care for you. This may include a nurse-only flight or a doctor and nurse team.

Will I have to wear protective equipment such as a mask?

You may be asked to wear a face mask or other protective equipment, especially if another patient is travelling with you. Your treating team may be wearing gowns, gloves, facemasks and protective eyewear. Hand cleaning products will be available on board.

What does it look like inside an RFDS aircraft?

The RFDS uses PC-24 jets, PC-12 turboprop aircraft and EC-145 helicopters. Each aircraft looks a little different inside.

The space can be small. Depending on your needs, you may sit in a seat or lie on a stretcher. The crew will do their best to keep you comfortable.

Aircraft can be noisy, particularly at take-off. Our crew can provide you with earplugs to help soften the noise.

What is the process when I arrive at the airstrip before my transfer?

If you are being transferred from one hospital to another, an ambulance or patient transport service will usually take you to the airport or airstrip.

They will share important information about your care with the RFDS crew. This may take some time, but the team will keep you as comfortable as they can throughout the process.

What kind of care will I receive on the aircraft?

Our aircraft are equipped for medical care during your flight. The crew can monitor you, give medicines and respond to your needs. They will explain your care plan, and you are welcome to ask questions at any time.

You can learn more about your rights as a patient in the Australian Charter of Healthcare Rights here. You can find information on approved medicines through the healthdirect website here.

What happens if someone else is also being picked up on the same aircraft?

If someone else is being picked up on the same aircraft, the crew will keep you informed about any changes to your journey. This may mean landing and taking off at another airport.

How will my family receive updates if I am not able to contact them myself?

If you are unable to contact your family yourself, the treating team can provide information to your nominated contact where possible, with your consent and in line with privacy requirements. Once you arrive at hospital, the hospital’s patient and family liaison service or your treating team can help.

After your flight

What happens when I land?

You may land at an RFDS base, an airport or airstrip, a patient transfer facility or, if you are travelling by helicopter, on a hospital helipad.

The crew will explain what happens next and safely transfer you to the receiving healthcare team.

How can my family find out which hospital and ward I am in?

If you can, bring your mobile phone so you can keep in touch with family and friends. On arrival at the hospital, the hospital’s patient and family liaison service will be able to help.

Who do I contact if I have questions at the hospital?

The hospital’s patient and family liaison service or your treating team can help you find information, understand your rights and access support.

What support is available if I am far from home and don’t know the city?

Once you arrive, please speak with your treating team or the hospital’s patient and family liaison service. They can help you understand where you are, find your way around the hospital and connect you with available support services.

Who organises my return travel home?

You will usually need to organise your own travel home after an RFDS retrieval. The hospital’s patient and family liaison officer or social worker will be able to help. You may also be eligible for the WA Government’s Patient Assisted Travel Scheme (PATS).

PATS provides financial subsidies to eligible Country WA residents. These subsidies help reduce the cost of travelling to the closest specialist health service when that service is not available locally.

PATS subsidies may be provided for:

• Travel
• Accommodation
• A support person

For more information on PATS, please visit their website here.

Feedback

How can I provide feedback after a retrieval?

Your feedback helps us improve our service. You can complete a patient feedback form online here.

How can I share my story to help other patients and their families?

If you would like to share your RFDS story, please contact us at:

• yourstory@rfdswa.com.au
• The Royal Flying Doctor Service WA Facebook page.
• The Royal Flying Doctor Service WA Instagram page.

Sharing your story can help us ensure future patients are comfortable with what to expect and promote our services to help with fundraising opportunities.