According to a study in The Archives of Internal Medicine, in 2009, 105 million patient visits resulted in a specialist referral, but only about half of referrals result in a completed appointment. Other analyses have shown that less than 25% of referrals are completed as intended by the ordering provider. And, when you consider that about one out of every three patients is referred to a specialist each year, that’s a lot of appointments that just don’t happen.
It is frustrating for the referring provider, a missed opportunity for the specialist, and can affect the quality of care and outcomes for patients.
As a result of these findings, CHS affiliated primary care clinics now use “Care Coordinators” to help ensure patients with orders for specialty referrals get a timely appointment, are sent visit reminders, and that the specialist’s completed visit note gets delivered into the referring physician’s EMR.
It’s a closed loop referral system designed to facilitate continuity of care for every patient referred to a specialist. Referrals may be made to another CHS-affiliated practice or to an independent physician. The point is, if a patient has a referral, we’re going to do everything we can to be sure that patient makes an appointment and is seen.
At baseline, 35 to 52 percent of physician referrals from CHS affiliated practices were closed, a milestone reached when the note from the specialist is documented in the EMR. After implementation, closure rates moved above 80% in all markets using the care coordination model.
Providers and patients are pleased with the program. Many patients don’t understand referral orders or don’t take the time to schedule the necessary appointment. With the assistance of Care Coordinators, these patients are more likely to make – and keep – their appointments with specialists.