Referral management can be complex, with patient enquires and referrals being received via multiple channels.
Example: the starting point of a real world, case management mental health referral triage and workflow.
We recommend customers dealing with a high volume or nuanced referral process utilise a number of the following features:
- Online Enquiries, to present patients with a way to engage with your service
- Correspondence - Secure Messaging, to receive referrals via Healthlink, MedicalObjects or other similar services
- Workflows, to allow your referral team to create a referral process with multiple steps
- Sharing an Assessment with patients, to capture further questions
- SMS or Email - Create Message Types and Templates, to allow your referral team to one-click communicate with a prospective patient using standard language.
- Clinical Assessments, to pre-screen patients for eligibility (ie: a DASS21)
Customising your website with links to CareRight or Secure Messaging options
An example landing page for individuals wishing to access your services.
Your website can be linked to your CareRight instance, with specific enquiry categories. In this example, the patient is immediately prompted whether if they have a letter of referral available.
In another example, the patient is presented with questions about their level of need or suitability for a specific service
For the third pathway, where secure messaging is available, a number of forms and instructions are presented for external health providers
Triaging enquiries
See Online Enquiries and Expressions of Interest.
Enquiry to Referral - gathering required information
Main article: Workflows Overview
An example real world referral triage process, divided into clear stages.
Each stage has custom decision tools or one click communication tools built in.
Example: a decision tool on the level of qualification for a provider required, based on answers a patient has provided through the process.
Suitable for treatment/care - starting a referral
Cases, Plans and Entitlements (Outpatient setting)
Where a referral is for ongoing treatment over multiple consultations, we recommend the use of Cases to model the entire episode of care, and utilising Plans and Entitlements to track "consumption" of your services, ie; for a Mental Health Treatment Plan; or NDIS provision of services.
