Smart Referrals Workflow Solution (eRefer)

Smart Referrals Workflow Solution (eRefer) is an electronic referral management system that lodges and stores all referrals. It allows referrals to be electronically delivered to the relevant service, categorised and uploaded into the integrated electronic medical record.

Phases 1 and 2A – Lady Cilento Children’s Hospital

The first phase of the eRefer system was implemented in 2016 at the Lady Cilento Children’s Hospital. The initial phase automatically reads and converts faxed referrals into electronic referral files.

This allows the Central Referral Unit (CRU) team to track a patient’s referral from arrival through to processing and completion. The CRU currently processes up to 400 referrals per day that arrive from GPs, Community Centres and HHSs from across Queensland.

Phase 2, available from the end of 2017, allows for the electronic delivery and categorisation of referrals. This ensures every referral is available for categorisation on the day it arrives, underpinned by Clinical Prioritisation Criteria, and is tracked at every stage to appointment.

eRefer also reduces clinical risk, improves efficiency and gives clinicians and administration staff more time for patient care and customer service.

Key features

  • Paperless from receipt through to upload into the ieMR
  • Instant delivery to the clinic
  • Work queues that display only referrals relevant to the user
  • Real time tracking of referral until point of categorisation
  • Referral and appointment history viewable within the system
  • Decision support functions including appointment history, referral history, catchment area and treating age validation
  • Letter, email and SMS correspondence
  • The ability to refer a patient directly within the workflow solution

Phase 2B – Children and Youth Community Health Services (CYCHS)

eRefer enables CYCHS to electronically manage the triage and clinical categorisation of specialist outpatient referrals being directed to child and community health centres. It supports timely appointment scheduling.

All referrals faxed or emailed to the CRU are automatically uploaded into the workflow solution.

The CRU reviews the referral, assigns it to a patient and speciality and forwards to the service for categorisation. Categorising clinicians review and categorise the referral electronically within the solution. An administration officer reviews the record and completes any related tasks such as sending correspondence and updating the waiting list in Enterprise Scheduling Management (ESM). Health Information Services electronically upload the referral into the patient’s electronic medical record.

Key features

  • Paperless, from receipt through to upload into the ieMR
  • Instant delivery to the clinic
  • Work queues that only display referrals relevant to the user
  • Real-time tracking of referrals up until the point
    of categorisation
  • Decision-support functions including appointment history, referral history, catchment area and treating age validation
  • Letter and SMS correspondence

Key benefits

  • Reduced data entry and less duplication
  • Less risk of lost paper
  • Improved audit and tracking from receipt to ieMR entry and better visibility
  • Instant redirection by local units
  • Improved communication and correspondence options
  • Quicker patient access to services

The workflow solution is expected to be available in CYCHS centres during quarter two 2018.

Resources

Videos

Quick reference guides