Specialist referrals are an integral part of primary medical care. Often a point of frustration, unknown wait times for specialist appointments can cause added stress and dissatisfaction with the healthcare system – not to mention the delays in diagnosis or treatment. In Canada, wait times for specialists can vary greatly, with some patients waiting months or even years for an appointment.
While it’s never an option to skip the queue, it is possible to streamline the referrals process. At Harrison, clients benefit from having dedicated Referral Care Coordinators who are experts in their fields and solely focused on the process of seeking, securing, and completing a referral when requested by their family physician, without the distraction of other administrative duties.
The Referrals teams specialize by province and work diligently so that no referrals are lost, and any required components or tests are not overlooked. Their dedication can significantly reduce the time a client feels in limbo, improving efficiency, the referral quality, and the overall client experience.
“Navigating the healthcare system is not easy,” explains Margi from the Calgary Referrals team. “It is imperative that we keep our fingers on the pulse of outgoing referrals and that they are carefully tracked from start to finish.”
Seamless Referrals with the Expert Provider Network (EPN)
Harrison’s referral coordinators work behind the scenes, connecting clients, family physicians, and specialists. By orchestrating appointments, documentation, communication and follow-up, the referral coordinators streamline the client care process.
They are specialists in client advocacy, communication within the medical field, with a deep understanding of their local specialist networks, and expertise in navigating the healthcare landscape. Harrison maintains a robust Expert Provider Network (EPN) of health care providers, covering both the public system and private sector. Examples of private options include mental health services, naturopathic solutions, and physical therapies such as physiotherapy, chiropractic care and personal training. Our referral and clinical teams collaborate closely to keep our network current and to facilitate seamless access to new care relationships. When local availability is insufficient, the team can offer an expanded list with out of province and international care options.
“There’s a common misunderstanding that we’re skipping the line within our Canadian healthcare system when we are actually making the process as seamless and efficient as possible,” says Rose, a Referral Care Coordinator supporting Harrison’s Vancouver-based clients. “We know how frustrating it is to wait for medical care. That’s why we work hard to prioritize and process our clients’ referrals quickly and set them at ease as best as we can.”
Referral Care Coordinator Team’s Expertise:
- Specialist Referral Management: Expertly navigating, organizing, and initiating the external process.
- Primary Point of Contact: Serving as the liaison between physicians, clients, and specialist offices.
- Client Advocacy: Ensuring clients’ files are received correctly, and the timeline is clearly communicated and tailored to their specific medical needs.
- Expectation Management: Setting realistic timelines and outcomes, clarifying where Harrison can assist, and providing on-going communication opportunities with the clients.
- Healthcare Collaboration: Working with the clinical team for effective referral management, compiling documentation, and ensuring precise details are provided to the specialist.
- Troubleshooting: Resolving issues such as declined referrals, additional document requests, and redirection to an alternative specialist.
Smooth referrals at Harrison rely on timely documentation and communication from clinical colleagues to ensure an effective and efficient team-based care model. “Our clinical teams write excellent referral letters. Specialists rarely have questions because we’ve sent everything the first time. Getting it right the first time undoubtedly improves the process,” says Rose.
The Referral Process
The process of managing specialist referrals at Harrison Healthcare is both systematic and meticulous, ensuring no detail is overlooked for optimal client outcomes.
- Clinician Initiates the Referral: Following a care appointment, a client and their Physician will determine what specialist is needed and review their options. Once agreed upon, the Physician will connect with the Referral Care Coordinator assigned to them and initiate the process.
- Assemble Referral Packages: The referring Physician collaborates with the referrals team to create thorough referral letters with all necessary documents attached, ensuring specialists can triage quickly. Referral packages are complete, organized, and sent in a timely manner to avoid delays.
- Communication: The Referral Care Coordinator stays up to date on wait times and other details with the specialist’s office and helps to manage expectations and reduce stress for the client. They keep both the client and clinician informed on progress, and are in regular touch, as necessary, with the specialists’ office. Clients are also welcome to contact the team anytime for updates.
- On-going Follow-Up: The team will promptly address additional requests from specialist offices, redirect them to appropriate specialists if needed, and provide necessary updates. They track referrals until clients are seen and Harrison receives a consultation letter.
- Referral Occurs: Client attends their scheduled specialist appointment. Both the Harrison referral and clinical teams are aware of these appointment dates.
- Consultation Reports: Following the specialist appointment, the Harrison Physician receives a consultation report of the specialist’s findings and recommendations. The team will follow up with the client to plan next steps, typically involving an appointment to review the report, ensure full understanding of the situation, and provide decision making support when necessary.
By concentrating on specialist referral management, client advocacy, and seamless communication, the team ensures that clients are not lost within the system and receive medical care as quickly as possible within the provincial health system. In certain situations, additional support may be required, such as urgent referrals and exploring alternative options.
Urgent Referrals: Urgent referrals are prioritized by both the referrals team and the specialist. The Harrison team follows up more frequently for urgent cases. To further assist with efficiency, the team keeps track of specialist availability and average wait times in the EPN database.
Options and Alternatives: Throughout the experience, a client may be presented with different options and alternatives. Harrison’s extensive EPN includes specialists within the province, around the country, and internationally through private pay options. The team will consider individual needs and preferences and can update the referral as those change. For instance, they can provide alternative specialists if wait times for the initial one are too lengthy.
International Care: When a client makes it clear they are interested in international care, the Harrison team initiates the process and identifies suitable providers beyond our borders. The team helps clients in the research phase to locate and review provider options. Clients are highly engaged throughout the process, including choosing their provider, and connecting directly with the international specialists. The Referrals team facilitates sharing Harrison care plan information and available health records, and the referring clinicians will integrate the final specialist reports back into a client’s care plan when completed.
Meaningful work makes a positive impact
Excelling at your job requires a genuine passion for your work. The Referral Care Coordinator team at Harrison consistently reports high job satisfaction, noting that they find great joy in seeing the positive impact their work has on clients.
“I’ve been doing this for over ten years. It’s incredibly fulfilling to help someone get the medical care they require, and know that many times, they are on track to a positive health outcome,” says Brenda, Referral Care Coordinator Calgary.
“Being the point of contact can be tough when facing the frustration these situations can bring. Hearing disappointment is challenging, but providing compassion and effective communication through frustration, and offering solutions or alleviating stress is personally rewarding. Playing a role in improving lives is extremely fulfilling for me,” says Caryn, Harrison Referral Care Coordinator, Vancouver.
“It’s such a collaborative team, you never feel alone. Someone has likely worked with a certain specialty before or navigated the challenge. We provide coverage for each other and are a resourceful group,” adds Kelly also from Vancouver.
Getting better everyday
Harrison Healthcare values the expertise of its Referral Care Coordinator team and provides ongoing skills training and support to stay up to date with industry standards and best practices. This commitment to employee professional development results in a dedicated and highly skilled team that can navigate the complex referral processes efficiently.
“I love that I am constantly learning and developing in my role and that I have an amazing team to help me redirect referrals to the best and most appropriate specialist,” says Kelly. “Personalization is so important at Harrison, and that can go beyond someone’s care plan to include finding the right therapeutic fit for someone.”
Behind every successful medical referral is a team of hardworking and devoted professionals who are committed to providing the best possible care for clients. At Harrison, the referral coordination process plays a crucial role in reducing stress throughout the process for clients and healthcare providers alike. When it comes to extended medical wait times, our team is here to ease the burden of the unknown, reduce ambiguity, and help clients explore their options.
FAQ with the Referrals Care Coordinator Team
How frequently do you touch base with the specialist and client once the initial referral has been made?
We diligently track all referrals, which aids in understanding timelines and determining the frequency of follow-up with specialists. Typically, we proactively contact a specialist before the initial timeline approaches, whenever there is a change in status, or when a health update is available.
As the estimated appointment time draws near, we periodically follow up with both parties and more often in urgent situations. We receive acknowledgements from specialists that may include updated wait times, which we promptly relay to our clients. In cases of extended wait times, we consult with the referring physician to determine if redirection is advisable.
For our clients, we provide peace of mind that whenever pertinent information becomes available or there is an update, they can trust we will communicate it quickly back to them. This helps them feel informed and actively engaged in the status of their referral.
What is a typical wait time for a specialist in BC or Alberta?
Wait times vary depending on the specialist and urgency of each case, so there is no one answer or guideline we can give. Generally, we can provide estimated wait times for each specialty. However, each referral must be reviewed and triaged by the specialist to determine a more accurate timeline.
At Harrison, what are the most common referrals made?
We work with all medical specialties with the biggest volumes in cardiology, dermatology, gastroenterology, gynecology, and urology.
Are referral packages unique to the specialist?
Yes, each referral is unique, and we ensure that the referral package is complete before sending it off. Specialists within the same field typically require similar reports, and our teams are familiar with what to include. We collaborate to gather all the necessary information for each referral including special requests This thoroughness is a major strength of our team, and streamlines the process
Certain specialists require specific intake forms from the referring physician. For instance, gastroenterologists and cardiologists often need an intake form for initial visits, while Atrial Fibrillation clinics require evidence of AFib. We make sure to meet these tailored requirements.
In the event of unique cases that call for special reports or investigations, the specialist will inform us if additional information is needed. We then assist in coordinating any further testing through our own lab and facilities, or via external providers.
To what extent are you involved in assisting our clients with private or international specialists?
Our involvement in helping clients with private or international specialists is tailored to each individual case. We present private options based on our network, thorough research, and our collective expertise. We provide clients with a list of options and their relevant contact details, allowing them to review and arrange consultations directly. We believe that choosing a private healthcare provider is a personal decision; therefore, we present clients with various considerations, and encourage them to conduct additional research to make an informed choice.
Where we have established relationships, Harrison may facilitate the initial contact. However, it is common for international facilities to prefer direct communication with their prospective patients. To support our clients, we provide pertinent information from their Harrison files upon request from the specialist facility and assist clients in comprehending any special requirements.
While there may be constraints in an international context for what the Referrals team can and can’t do, we remain committed to helping clients navigate the process efficiently. Our goal is to ensure clients have a clear understanding of what is needed to facilitate a smooth experience with international healthcare services.
