Navigating Referral Challenges: Strategies for a Smoother Workflow

Written for AAOE by Sarah Sallee 

As an orthopedic practice administrator, you’re well aware of the critical role referrals play in patient care. But what happens when the referral process becomes a maze of complexities, leaks, and missed opportunities? In this article, we’ll explore common pitfalls, propose solutions, and empower you to enhance care coordination while optimizing your practice’s efficiency.

Referral Workflow: The Multifaceted Journey

Referrals arrive at your practice through various channels—fax, email, phone calls, website forms, and even direct messages between electronic medical records (EMRs). Each entry point brings its own set of challenges, making it essential to proactively identify issues and implement strategies for a seamless handoff.

The Entry Points

1. Fax and Email: Traditional methods persist, but they’re prone to delays, lost documents, and manual data entry errors. How many times have you wondered if a fax got lost in the Bermuda Triangle of paper?
2. Phone Calls: While personal, phone-based referrals can lead to miscommunication or missed details. Plus, playing phone tag isn’t anyone’s favorite game.
3. Website Forms: Convenient for patients, but do they integrate seamlessly with your workflow? Are you capturing all necessary information?
4. EMR Orders: The digital age brings EMRs, but their interoperability isn’t always flawless. How do you ensure a smooth transition from one system to another?
5. EMR-to-EMR Direct Messages: Promising, but not all EMRs communicate seamlessly. What if critical details get lost in translation?
6. Referral Management Software: A powerful tool, but are you maximizing its potential? Is it user-friendly for both your team and referring providers?
7. Physician’s Friend: Yes, referrals sometimes come via personal connections. But relying solely on friendships can lead to gaps in communication.
8. Physician’s Private Channels: Private fax lines, email addresses, or phone numbers—convenient, but do they align with your practice’s overall workflow?
9. Patient Self-Booking: Patients want control, but how do you ensure their self-scheduled appointments fit seamlessly into your schedule?

The Workflow Conundrum

With multiple entry points come multiple workflows. Tracking referrals, communicating with referring physicians, and converting referrals into appointments—each step demands attention. The complexity can lead to:

• Leakage: Referrals slipping through the cracks due to mismanagement.
• Poor First Impressions: Patients experiencing confusion or delays.
• MIPS Score Impact: Incomplete referrals affecting your performance metrics.
• Fragmented Care: Lack of coordination leading to suboptimal patient outcomes.

Strategies for a Smoother Handoff

1. Centralize Communication: Create a single point of contact for referrals. Whether it’s a dedicated staff member or a shared task inbox, streamline communication.
2. Automate Where Possible: Use technology to your advantage. Automated status updates, and referral tracking can save time and reduce errors.
3. Standardize Workflows: Develop clear protocols for each entry point. Ensure everyone follows the same steps, minimizing confusion.
4. Educate Referring Providers: Regularly update referring physicians on your preferred workflows. Provide training if needed.
5. Feedback Loop: Establish a feedback mechanism. Learn from referring providers and patients to fine-tune your processes.

Real-World Examples

At my recent orthopedic practice, we embarked on a new process to centralize the collection, tracking, and communication related to referrals. I look forward to sharing my experiences and insights in a session title “Miscues with physician referrals and what to do about them” at the upcoming AAOE 2024 conference.

Conclusion

Referrals don’t have to be a headache. By addressing issues head-on, implementing smart solutions, and embracing automation, you can enhance care coordination, boost efficiency, and ensure patients receive the best possible care.

Remember, every referral matters—it’s a step toward healing. 

Don’t miss this discussion at the 2024 AAOE Annual Conference. Miscues with Physician Referrals and What to Do About Them is taking place on Saturday, April 27, 2024 from 8:30 am – 9:00 am CDT at the Hyatt Regency Chicago. Learn more at https://www.aaoeconference.com/.