Referrals
Processing referrals to consultants consumes a great deal of staff time in the office of both the family physician and the specialist. Here are some methods for minimizing the time required:
Whenever possible, let the patient arrange their own appointment. This is usually possible with radiology clinics, hospital departments, etc. Give the patient the phone number of the referral site and ask them to arrange the appointment.
Allocate a specific day of the week for making non-urgent referral appointments. Keep a logbook where the patient's name and phone number, the consultant's name and phone number, and the appointment time and date are recorded. Advise the patient to call the office the next day to find out their appointment time with the specialist.
If at all possible, try to arrange an urgent referral while the patient is in the office. This will help to ensure that the appointment time fits the patient's schedule, and it will save a phone call to the patient. From a risk management (breach of confidentiality) standpoint, do not leave a specialist appointment times on a patient's answering machine. The information may be retrieved by someone other than the patient. Asking the patient to call in to obtain this information or arranging the appointment when the patient is in the office mitigates this risk.
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