NHS e-Referral Service Referral Management Patient and User Journey: The Vision …….

Referral Management GP refers to assessment service Having received an x-ray report, for her patient Dan, showing ‘osteoarthritis’ Dr Carson types this clinical term into NHS e-Referral Service. She is reminded that a Musculoskeletal Referral Assessment Service (RAS) has been commissioned by local GPs for dealing with all knee problems. She therefore initiates a referral to the RAS, attaching all relevant clinical history including the X-ray report. 1

Clinician triages the referral Mr Flynn, a local orthopaedic surgeon, has been employed to triage all lower limb referrals. He reviews Dan’s referral information and decides that an onward referral to an orthopaedic consultant is required. Using the NHS e-Referral Service he creates a shortlist of potential options and instructs Nicola, his secretary, to contact Dan and complete the referral on his behalf. 2 Referral Management

Secretary completes referral Nicola picks up Mr Flynn’s request from the administration worklist and telephones Dan to discuss available options. Rosa, Dan’s wife, who acts as his interpreter, explains that they are off on holiday tomorrow and would like an appointment after they return. Nicola identifies two providers with suitable appointments and they book one at the nearest hospital. 3 Referral Management

Diagnostic Referral Secretary books interpreter Rosa is not very good at translating medical terms; she therefore requests that an interpreter is present for Dan’s consultation. Nicola uses the NHS e-Referral Service to book an interpreter to attend the appointment, and asks Rosa how they would like to receive the appointment information. Rosa requests an electronic copy, so Nicola s the appointment and interpreter confirmation. 4

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