Explain when a referral is needed before booking

What to change

Describe the practice's verified referral rule before the booking invitation. Explain who can clarify an uncertain case without asking visitors to judge their own clinical eligibility.

A worked example

Illustrative example

A specialist service page explains that the initial appointment needs a referral received by the practice. Its booking invitation directs people without one to the team that can explain the administrative process.

How to check the result

A prospective patient can tell whether they are ready to request the appointment and what is missing.

A mistake to avoid

Do not describe a referral as optional simply because the online booking provider does not enforce the requirement.

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 recordConfirm which appointment types require a referral and who may provide it.State whether the practice needs the referral before booking or before attendance.Provide an enquiry route for someone who has been told a referral is coming but cannot see it yet.

Evidence, open questions and decisionsNext action and responsible role

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