A referral occurs when an organisation directs a client to another organisation that can provide support for an issue the client is experiencing.
As part of the referral process, the client’s personal information is shared, along with responses to a questionnaire and any attachments (such as notes and files).
The recipient(s) of the referral are selected by a staff member from the sending organisation, following a series of eligibility checks carried out by the system.
Staff members from organisations that have referred or received a client can view the referral’s details. Administrators have the necessary permissions to search for and view all referrals within their system.
Overview
The Overview section provides a summary of the referral details, including the names of the sending and receiving organisations, the current status, the type of issue, details of the user who created the referral along with the created date.
It also displays the client’s personal information, such as:
- Preferred prounouns
- Title and full name
- Date of birth
- Gender
- Email address (if applicable)
- Phone number
- Alternative phone number (if applicable)
- Address
- Residing local authority
- Contact preferences
Updating client details
If a user notices an error in the client’s details, they can update the information by navigating to the client’s entry in the system and making the necessary changes.
Referral notes
Referral notes enable organisations to share important information internally. These notes are accessible to all users with the appropriate permissions to view the referral details.
If a note is a general comment about the client, it can be added directly to the client record rather than to a specific referral. This ensures the information is accessible to any organisation that may work with the client in the future.
Adding notes
Users can add notes to a referral by navigating to the Notes tab and clicking the “Add Note” button. They can then enter the required text and save the note.
Once saved, the note appears on the referral, displaying the content, the name of the user who created it, and the date and time it was added.
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Editing and deleting notes
Notes can only be edited or deleted by the user who created them or by the system administrator. To edit or delete a note, the user can click the ellipsis (⋮) menu on the note and select the desired action.
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Referral files
Referral files allow users to share information that cannot be captured through notes or questionnaires. However, users should be aware that these files will only be accessible to all users with permission to view the referral.
If a file is non-sensitive and generic to the client, it can be uploaded directly to the client record rather than to a specific referral. This ensures the information is accessible to any organisation that may work with the client in the future.
Adding files
Users can add files to a referral by navigating to the Files tab and clicking the “Add File” button. They can rename the file for clarity and select a file to upload, and the user’s details are attributed to the file upload.
The following file types are permitted for upload, with a maximum file size of 50 MB:
- Images:
.JPG,.JPEG,.GIF,.PNG,.SVG - Documents:
.docx,.odt,.rtf,.pdf,.txt - Spreadsheets:
.xlsx,.ods,.csv,.tsv
If you need to upload a larger file or a different file format, we recommend using your organisation’s cloud storage platform and securely sharing the file with the intended recipients.
For convenience, users can insert a link to the stored file within referral notes to ensure easy access.
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Deleting files
Files can only be deleted by the user who uploaded them or by the system administrator. To delete a file, the user can click the ellipsis (⋮) menu on the note and select Delete.
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Questionnaire
The user can view the responses to the referral questionnaire that the staff member entered on behalf of the client at the time of making the referral via the Questionnaire tab.
If the user requires further clarity, they can add a note to a questionnaire response to request additional information from the sending organisation. Similarly, the sending organisation can use this feature to provide further details after the referral has been created.
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Activity
When viewing a referral, users can access the Activity tab, which provides a log of updates made by other users regarding the client.
Purpose of Activity Logging
Tracking user actions helps maintain professionalism and accountability when handling sensitive referral data. It also allows system administrators to identify specific users and organisations to contact regarding any queries about changes.
Types of Logged Activities
The activity log records the following actions:
- Referral Creation
- Referral Viewed
- Status Updates
- Notes Management
- File Management
This log provides a clear record of referral-related actions, ensuring transparency and facilitating efficient oversight.
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