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An evidence-based referral management system: insights from a pilot study.

Ellen Wright¹, York Hagmayer¹, Irene Grayson²

¹1Department of Primary Care and Public Health Sciences,King's College London,London,UK.

Primary Health Care Research & Development

|October 18, 2014

Summary

A new referral management system improved the quality of primary to secondary care referrals. Patients were highly satisfied, and the system showed potential for long-term cost-effectiveness.

Keywords:

decision support systems management patient care management practice guideline referral and consultation triage

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Area of Science:

Health Services Research
Clinical Management
Healthcare Policy

Background:

Improving referral quality between primary and secondary care is a key objective for healthcare providers.
A novel referral management and booking service was developed incorporating guidelines, templates, and triage.

Purpose of the Study:

To evaluate the effectiveness of a new referral management and booking service.
To assess changes in referral numbers, informational quality, and patient satisfaction.

Main Methods:

A pilot study utilized a mixed-methods approach with 13 general practices.
Referral rates were analyzed by comparing outpatient attendances.
Referral quality was assessed via triage outcomes, with qualitative and quantitative patient and practice feedback.

Main Results:

Pilot practices showed a stronger decline in first outpatient attendances compared to controls.
Fewer referrals were challenged for incomplete or insufficient clinical information.
Patient satisfaction was high, and practice feedback indicated varied but generally positive reception.

Conclusions:

The referral management system demonstrated favorable preliminary evidence of effectiveness.
The system has the potential to be cost-effective if sustained long-term reduction in referrals is achieved.