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Closing the loop with an enhanced referral management system.

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A new electronic referral manager tool improved primary care practices' ability to track referrals and complete specialist visits. The system enhanced efficiency and patient safety, though out-of-network referrals still pose challenges.

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Area of Science:

  • Health Informatics
  • Primary Care Medicine
  • Healthcare Management

Background:

  • Referral management is crucial for primary care coordination.
  • Inefficiencies in referral processes can impact patient outcomes and practice workflow.
  • Electronic health record (EHR) systems offer potential solutions for improving referral management.

Purpose of the Study:

  • To evaluate the impact of an enhanced referral manager tool within an EHR system.
  • To assess improvements in the ease of referral processes, user satisfaction, and referral completion rates.
  • To identify specific areas of improvement and persistent challenges in referral management.

Main Methods:

  • A locally developed EHR module was enhanced to improve referral management.
  • Provider and staff surveys were conducted at baseline and follow-up to assess ease of use and satisfaction.
  • Key metrics including completed specialist visits, acknowledged notes, and patient communication were tracked.

Main Results:

  • 76.8% of 1341 initiated referrals were completed.
  • Implementation of the enhanced tool significantly improved the ease of performing all referral steps.
  • Tracking in-network referrals became substantially easier (P < .0001), with a notable impact on overall referral completion.

Conclusions:

  • An enhanced, user-centered referral manager system improves efficiency and patient safety in primary care.
  • The tool aids in tracking referrals and identifying process breakdowns, particularly for high-priority cases.
  • Addressing out-of-network referral challenges may require improved EHR interoperability and scheduling system integration.