Skip to main content

Manage referrals: create, record onward referrals, and resolve issues

This guide covers the referral lifecycle, from creating a new referral, through to recording onward referrals and marking test referrals.

Written by Connor Baeza

Access Elemental provides tools to create and manage the full referral lifecycle, including onward referrals, test referrals, and handling deleted or duplicate records.

Create a new referral

  1. From Client Tools, select Express Referral.

  2. Complete the required fields, including client details and referring establishment.

  3. Select the appropriate hub and service.

  4. Submit the referral.

📌Note:

  • If a mandatory field isn't showing, it has not been enabled for your hub or licence. Contact support to get this enabled.

  • If you're uploading a non digital (for example, paper-based) referral and can't find the establishment in the dropdown, contact support to enable that establishment.

Record an onward referral

An onward referral is used when a client is referred on to another service after their initial referral. To record one:

  1. Open the client’s existing case.

  2. Select Case Actions.

  3. Select Onward Referral.

  4. Follow the normal referral process to complete the details for the new service or provider.

Mark a referral as a test

Test referrals should be marked to prevent them from appearing in live reporting. This is set when the referral is created, not afterwards:

  1. When creating an Express Referral, open the Referral Destination & Access Rights section.

  2. Select the Test Referral checkbox.

  3. Complete the rest of the referral as normal and submit.

📌Note: Test referrals can be excluded from reports using the available filters. If test referrals are appearing in your reports, check that the test flag was applied correctly at the point of creation.

Handle deleted or duplicate referrals

If a referral has been deleted in error or a duplicate has been created:

  • Deleted referrals cannot be recovered from the platform directly. Raise a query via the Access Digital Assistant with the client name, referral date, and details of what happened.

  • For duplicate referrals, open both records and compare the details. Contact support to merge or remove the duplicate.

Create a new organisation and link it to a hub

If you need to add a new organisation (such as a referral source or provider) and link it to a hub:

  1. Select Administration, then Establishments.

  2. Click Add New Establishment.

  3. Enter the organisation name, type, and contact details.

  4. In the Hub section, select the hubs this organisation should be linked to.

  5. Save the record.

Related Articles
Did this answer your question?