Write a route for people whose referral has not arrived

What to change

Offer a specific referral-status enquiry with the minimum information the authorised team needs. Describe the next administrative step without promising that a referral has been accepted.

A worked example

Illustrative example

A visitor who was told their referral would be sent can find a route headed check whether we received your referral. The instructions name the referring organisation and explain which secure contact method to use.

How to check the result

Reception can identify the request without inviting a full medical history into a general inbox.

A mistake to avoid

Avoid advising people to repeatedly resend documents, because that may create duplicates without resolving where the original handoff stopped.

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 recordAsk the referral team which identifiers help locate a record through their approved channel.Explain what to do if the sender has not yet sent the referral.Distinguish acknowledgement of the enquiry from confirmation that the referral itself was received.

Evidence, open questions and decisionsNext action and responsible role

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