Referral Management Centre

2. Referral Management Centre Presented by Lisa Broad Ambulatory Care Centre April 2019

3. The Referral Management Centre aligns with the Sunshine Coast Hospital & Health Service’s strategic objectives Build relationships and work collaboratively across the health care spectrum to improve patient outcomes Promote quality initiatives and align with evidence based practice Aim to consistently deliver a high standard within a rapidly changing environment with patient centric approach and

4. Activity 1. Receipt of Documents • Secure Web Transfer • Medical Objects • Health Link • Facsimile • 5202 0555 (converted to email) • Internal emails – unable to accept external emails, must be Queensland Health email to Queensland Health email to meet Privacy Standards • All documents are trackable from point of receipt • GP Priority number – 5202 6633 *not for dissemination to patients • General enquiries – 5202 2222 *Ambulatory Care enquiries • Clinical Nurse leads for each ACC specialty • Adem Crosby Centre, Renal Unit, Diabetes Centre, Ophthalmology, Child and Adolescents and Maternity – have alternate numbers

5. Activity 2. Data Entry • Administration Officers enter patient and referral details • Demographic and Contact details • Name of the Referring MO • Document type – New, upgrade request, ongoing care, correspondence • Funding – Named referral, DVA, MVA etc • Specialty to which it is referred • These details are entered into 3 applications • Smart Referrals – Workflow Solutions • HBCIS – QH client registration • ESM – New ieMR scheduling module

6. Activity Volume Approximately 7000 – 8000 referrals per month

7. Priority Referrals Identifying Features • Certain Conditions – eg Early Pregnancy Assessment, Fractures • Text includes – Urgent, Priority or Rapid Access • Upload to the Priority queue • Administration actions as per previous slide occurs within 6 hours (occasionally may extend to within 24 hours if staff constraints) • Priority referral then supersedes all non-priority documents for Clinical Nurse Review and Medical Officer triage. • Certain referrals will prompt a phone call or additional email to the clinician responsible for progressing. Referral Centre Actions

8. Waitlisting of Referrals Triage As per the state-wide standard for Outpatient Services Referrals are categorised 1, 2 or 3 and waitlisted or offered an appointment Cat 1 – 30 days Cat 2 – 90 days Cat 3 – 365 days Every endeavour is made to offer the patient a 1st appointment within these timeframes, however demand and capacity may challenge this in some specialties. Auditing occurs if timeframes are exceeded.

9. Alternative Service • An alternative specialty or discipline offer of appointment may occur. • The alternative may be offered due to • scope of service, • +/- opportunity for faster access to treatment, and • in some instances non-operative treatment options. Procedural Appointments 1st &/or subsequent appointments may be procedural. The Ambulatory Care Centre supports access and minimises need for admission to hospital. Theatre Bookings Acceptance of the referral by the specialty and a consultation must occur prior to booking a patient for an operation.

10. Our mutual goals are • Our patient’s referral is accepted 1st time everytime • Our patients are seen within the category time frame • Communications to the Patient and the pivotal carer, that is the GP, is timely and comprehensive.