Lumary AH - This article explains how to capture information from a referral for a potential client.
When an enquiry is a referral from another provider or health professional, the referral enquiry form helps capture details about:
- the referrer, and
- the person who requires services.
While the form captures a lot of the same information as a general enquiry, it's designed to function more efficiently for referrals. If the referral results in the person becoming a client, the outcome section can be used to generate an intake or client record.
To start capturing a referral:
- Click on the Enquiries tab.
If you can't see this tab, you may need to check under the More drop-down list or click on the App Launcher nine dot grid and search for enquiries.
- This will open a list view of enquiries. Click on the New button.
- Set the record type to Referral.
- Click on the Next button.
This will launch a New Enquiry: Referral form. To help guide you through the form, we've divided the instructions into the form's different sections. These are:
- General Enquiry
- Referrer's Details
- Client Demographics
- Client Contact Details
- Client Address
- Appointment Preferences, and
- Referral Outcome Details.
We've also explained what happens when you click on Save to create the enquiry record.
Click on the links to jump straight to a section.
The General Enquiry section is the first part of the form. To fill in this section:
- Click in the mandatory Date Received field.
- This will open a popup calendar. You can either -
- navigate to the month and year the enquiry was received and click on the date, or
- click on the Today text link to use the current date.
- Click on the Is the Enquirer the Client? field and select whether the enquirer is making the enquiry on their own behalf. To capture information about a referrer, you'll need to select No.
If you selected Yes at step 7, the Enquirer Info field will direct you to skip this section and fill out the Client Demographics section of the form.
If you selected No, you'll be able to add information about the referrer. If the person or provider has made other referrals for this or other clients, you can link the enquiry to their existing account and/or contact record. To link a referrer:
- Click in the Referring Account field and search for the account that the referrer is linked to. This could be a provider or health professional's account, and/or
- Click in the Referring Contact field and search for the referrer's contact record. This would usually be a person linked to the referring account. It could be a general, provider or worker record.
If the person making the referral doesn't exist in your records, you can put a tick in the New Referrer checkbox. This will add fields to the form so that you can capture information about the referrer. Completing fields in this part of the form may create a new record for the referrer.
The key part of the Client Demographics section is the capture of the client's name. It's important to make sure that this is the name of the potential client, especially if someone else is making the enquiry on their behalf.
- Fill in the Client's First Name field.
- Fill in the Client's Last Name.
Other fields in this section will capture key information about the client. The fields you in your environment will depend on your business's funding and reporting requirements and processes.
Some fields, such as Funding Source, are multiple pick lists. To make a selection, click the required option in the Available list and click on the arrow to move it to the Chosen list. You can select as many options as your potential client requires.
Client Contact Details
The Client Contact Details section captures information about how to best contact the client. It has fields for their mobile phone number, email address, or other phone number. You can also use the Preferred Communication Method to show how the client prefers to be contacted.
If you make a selection from the Preferred Communication Method drop-down list, you'll also need to fill in the corresponding contact field. For example, if your potential client prefers to be contacted by email, you'll need to include an email address in the Client's Email field.
The client address section captures the client's residential address information. For businesses that provide NDIS services, it may also contain a field to capture the service area classification.
The Details section captures information about how the enquirer heard about your services. You can use the Source of Enquiry field to capture how you received the enquiry, too.
Other fields in this section can be used to capture:
- service modalities or disciplines that could be required to support the potential client, and
- the type of service required, such as whether it is a single appointment or assessment, and/or on-going individual or group service.
The service fields are multiple pick lists. To make a selection, click the required option in the Available list and click on the arrow to move it to the Chosen list. You can select as many options as your potential client requires.
The Appointment Preferences section allows you to capture your potential client's preferences. This includes preferences around the service's location, time and frequency. Selecting a Preferred Location of Service option will open additional fields to capture information about the location.
You can also capture the preferred days of the week.
The Days of the Week field is a multiple pick list. To make a selection, click the required option in the Available list and click on the arrow to move it to the Chosen list. You can select as many days as your potential client requires.
You can also use the Worker Preferences free-text field to capture the client's preferences or requirements about the person they'll be working with.
Referral Outcome Details
The Referral Outcome Details section captures information about the outcome of the enquiry. Some of the selections in this section create additional records. Depending on your business processes, you may leave this section blank and fill it in once the enquiry has been assessed.
The following table explains the purpose and use of some of the key fields.
|Field||Purpose and use|
This drop-down list captures the outcome of the enquiry. Some options will make other fields in this section mandatory. For example, selecting Referred to Another Service Provider requires the completion of the Referred to Service Provider field.
Other options will create additional records when you save the enquiry. For example:
Some options will be specific to your business's processes and reporting requirements.
|Referred to Service Provider||
Mandatory if the Enquiry Outcome field is set to Referred to Another Service Provider.
Use the search field to locate the service provider, or click on the New Account option if you need to add a new service provider.
This is a free-text field where you can add any additional information to explain the outcome of the enquiry.
This field can be used to assign workers with user accounts to this record.
Search the Client field to check whether the client already has a client record in your environment. If not, leave this field blank. It will auto-fill with the client's name if the enquiry is converted into an intake or client record.
Save and create the enquiry record
- Once you've filled out as much of the form as you can, click on the Save button to create an enquiry record.
Clicking on Save will take you to your new enquiry record.
To edit the enquiry record, click on the:
- Edit button at the top of the record. You may need to click on the drop-down arrow to find it
- pencil icon at the end of one of the fields
- New button on a section under the Related tab, or
- text link on a record listed under one of the sections under the Related tab.
If you chose to convert to intake or client, you'll be able to navigate to that record by going to the Referral Outcome Details section and clicking on the client's name in the Client field. Otherwise, you can add more information about the client to the enquiry record until you have an outcome.