Explain a referral to another organisation

What to change

Make the handoff explicit: either the practice arranges it through an agreed process or the visitor contacts the other organisation. Verify that distinction with the service owner.

A worked example

Illustrative example

A practice provides a link to an independent diagnostic centre and says patients should contact that centre about its booking requirements. It does not suggest that completing the practice enquiry form reserves anything there.

How to check the result

Readers understand who they are contacting and whether any information has actually been passed onward.

A mistake to avoid

Do not use we will refer you as casual link text when no referral has been created or sent.

Your action checklist

Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.

Decisions to recordDescribe the point at which responsibility moves to the receiving organisation.Name the information source for that organisation's current fees, availability and booking rules.Explain whether the visitor should expect a message from the practice after following the external route.

Evidence, open questions and decisionsNext action and responsible role

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