Single Point of Referral

Background

ReACH (Rehabilitation and Assessment

in the Community and at Home) consists

of 3 teams, who provide 10 community

rehabilitation services.

Combined total 20-30 referrals per day.

Goals

• To aid referrers who may be unsure which

service would be most suitable for the person

they were referring.

• To avoid unnecessary delays for patients –

referral gets to appropriate service.

How did we do it?

• Contacted several GP’s regarding the referral form and made some

changes from their feedback.

• Referral documentation reviewed and changed to include the

necessary information required for the 10 services offered.

• A new database was developed.

• Referrals are received via: SCI Gateway, E-mail, E-ward, Phone, Fax

or Post.

• The database also allows a direct link from SCI Gateway, downloading

the information to the database.

• All referrers were informed of the new referral method, and given the

new referral form with contact details.

• Single point is manned from existing staff, who are a mixture of Admin

and Rehabilitation Assistants.

Outcomes to date

• Database allows us to collect detailed information which

will help with work force planning

• Database shows clear trends in referrals to each part of

service

• Efficiency savings for staff and supplies

• Equitable service geographically

• Less delay in being seen by appropriate part of service

• Easier access to services.

Contact details: Ann Allison 01324 616068, ann.allison@fvah.scot.nhs.uk

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NHSScotland Event 2008 –

Abstract for Poster Presentation

IQS 043

Single Point of Referral

Author: A Allison

Lead Contact: Ann Allison, ReACH Forth Valley, Falkirk and District Royal Infirmary,Westburn

Avenue, Falkirk. FK1 5QE.Tel: 01324 616068, E-mail: ann.allison@fvah.scot.nhs.uk

Organisation: NHS Forth Valley

Aim:

To have a single point of referral for the

10 rehabilitation services provided over 3 different

locations.There are 20-30 referrals in total per

day.

The goal is to ensure better and faster access to

rehabilitation services by having one point of

access for all 10 services by:

• Aiding referrers who may be unsure which

part of the service would be most suitable

for the individual.

• Avoiding unnecessary delays for patients,

ensuring that referrals are directed to the

most appropriate service quickly without

getting between services.

Referrals come from GP’s, Health and Social Care

staff, Patients and Carers. Referrals come via post,

telephone, fax, SCI Gateway, E-ward, E-mail.

Methodology:

A group of therapy professionals, rehab

assistants and administration staff began by

searching for other similar teams who had

developed a single point of referral system.

The group made contact with several GP’s

regarding the referral form and made some

changes as a result of their feedback.

Referral documentation was reviewed and

changed to include the necessary information

required for the 10 parts of service offered.

The referral form was added to the SCI

Gateway as one mode of referral for GPs.

A new database was created to include which

part of the service the patient was allocated to,

which generated automatic e-mails to the

relevant team.

The database also allowed a direct link from SCI

Gateway, downloading the information to the

database.

All referrers were informed of the new referral

method, and given the new referral form with

contact details.

Outcomes/Results:

The new system started in Feb 08, and is being

assessed and audited as we go for the first

4 months.

The new database allows us to collect much

more detailed information which will help with

workforce planning.

We plan to send out a questionnaire to

referrers in May to ask for comments on how

the change has impacted on them.

Conclusions:

For patients – equitable service geographically

and less delays in being seen by the appropriate

part of service.

For referrers – easier access to community

rehabilitation

For the service – efficiency savings for staff and

supplies.