Page 7 - Risk Reduction Series Effective Systems Part 2

SVMIC Risk Reduction Series: Effective Systems

Technology has the potential to significantly improve this

process, but it’s not going to be the only way. The referral
process brings opportunity for error, so if your process isn’t

working effectively, adding technology to it is likely not
going to help. According to CRICO’s national Comparative

Benchmarking System (CBS), 23 percent of outpatient cases
filed from 2012–2016 with a missed or delayed diagnosis

(N=2,521) had a breakdown in referral management. Nearly
three-quarters (73 percent) of those patients suffered a high-

severity injury or died.
6

The goal is to create a closed-loop referral process. This is one
in which all patient data and information that require action

are communicated to the right individuals at the right time
through the right mode of communication to allow for review,

action, acknowledgment, and documentation. Simply stated –
physicians need a highly reliable referral process that ensures

the patient doesn’t fall through the cracks. There are unique
hurdles in an outpatient referral system versus the hospital

consultation system. In the hospital, a consult is ordered,
and typically, the specialist is at the bedside within the day.

Outpatient treatment is often chronic and unfolds slowly, so
completing the referral process takes longer.

Many physicians have a referral system that fails to close the
loop because the patient didn’t keep the appointment. This is

frustrating for the physician, especially in the face of screening
guidelines that may be more challenging to effectively track.

Patients may consider these tests “optional” and frequently
cancel appointments. However, there are often very good

reasons why a patient missed the appointment. The patient

6 Hoffman, Jock. Toward an Ideal Referral Process, CRICO podcast, November 29, 2017

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