Insight: Best Practices in Referral Communication

Processes to promote ongoing communication between referring physicians and specialists are essential to providing high quality and safe patient care. To date, maintenance efforts have tended to be provider-specific rather than process based. During discussions with physicians whose practice is undergoing a CRICO Office Practice Evaluation, the following methods were identified as helpful:

• PCPs: Develop a collegial relationship with key specialists. This includes providing the specialist with appropriate and accessible contact information, making it easy for them to contact you when they have an important finding to relay. In addition, the reason for the referral, pertinent clinical information, and threshold of concern should be communicated in advance of the patient visit.

• Specialists: Maintain a strong working relationship with referring providers (PCPs). Timely update of consult findings and treatment recommendations facilitates a strong collaborative relationship between referring providers and specialists. Confirmation of a significant diagnosis, a change or update based on further testing, and provision of treatment plans with recommendations for follow-up will empower referring providers to effectively manage complex patients.

• All Providers: A shared electronic medical record can be used as a vehicle for ensuring that both parties are aware of a change in condition. Providers must alert one another if a review of a note is warranted.

• Documented communication is vital to optimal care and patient safety. Communication between providers regarding a change of condition, diagnostic findings, and treatment plans conducted by e-mail, verbally, or by telephone should be routinely noted in the medical record. A brief note indicating the time, date, and content of the conversation is advised.

With ongoing advancements in technology, and an increased focus on care provided in the ambulatory setting, it is anticipated that organizational processes will be developed to enhance ongoing communication amongst all parties, not the least of which is the patient.

Related

See Towardan ideal referral process, which summarizes a 2017 collaboration between CRICO and IHI/NPSF on closed-loop referrals.

Updated from October, 2008