Turning Referrals Into Results

By Jamelia Hand MHS CADC CODP I

Stop Just Making Referrals…

Why your referral process might be harming more than helping and what to do instead.

Ashley had already done the hard part.

She admitted to her primary care provider that her alcohol use had gotten out of hand. Her anxiety had worsened, her job performance was slipping, and she was afraid she might lose her children. Her provider was kind, understanding, and said, “I know a place that can help.”

He handed Ashley a referral slip with a phone number and address for a community behavioral health center. But the next week, when she finally found the courage to call, no one answered. She left a voicemail. A few days later, someone called her back to schedule an intake four weeks out.

When the day came, she arranged childcare, took a bus, then a train, and walked two blocks in the rain to make it to her appointment. She arrived breathless, 10 minutes late, and was told she’d have to reschedule. When she explained what it took to get there, the receptionist simply said, “Sorry. That’s our policy.”

Ashley left discouraged, soaked, and still untreated.

Referrals Should Not Be Roadblocks

For providers, making a referral can feel like an act of care. But if that referral leads nowhere, it can compound a patient’s sense of rejection or failure.

A referral is a bridge, not a barrier. And it must be built with the patient’s needs in mind.

We must stop seeing referrals as the end of our responsibility and start treating them as the beginning of our patient’s next critical phase in care.

What Makes a Referral “Right”?

The “right” referral isn’t just about a provider being available. It’s about the provider being accessible, appropriate, and aligned with the patient’s:

• Insurance coverage

• Language, culture, and comfort level

• Schedule, transportation, and location

• Level of motivation and readiness for care

When these details are ignored, patients like Ashley fall through the cracks.

Best Practices for Providers

1. Review and Revisit Your Referral List Annually

Conduct in-person or virtual visits to your referral partners. Understand their intake process, wait times, insurance policies, and client experience.

2. Know Their Specialties and Populations Served

Referrals should be made to providers who serve your client’s specific age group, diagnosis, or lived experience. Avoid one-size-fits-all solutions.

3. Build Feedback Loops

Ask patients about their referral experience and follow up with referral partners to confirm if care was initiated.

4. Create Warm Handoffs

When possible, call with the patient or send the referral electronically. Help schedule the first appointment and share any documents needed in advance.

5. Be Honest with the Patient

If a referral has a waitlist, transportation barrier, or strict policies, let the patient know. Empower them with information, not just hope.

Best Practices for Patients

1. Ask Questions

Don’t leave the office without knowing:

• Who do I call?

• Do they take my insurance?

• How soon can I get in?

• What should I expect at my first appointment?

2. Confirm Before You Go

Always call ahead to confirm your intake appointment. Ask what documents or ID you may need.

3. Speak Up About Barriers

Tell your provider if you can’t get time off work, don’t have transportation, or struggle with phone access. They may have other options.

4. Don’t Give Up

If one referral doesn’t work out, ask for help again. Your wellness is worth the extra try.

The Bigger Picture

Referrals are care transitions, and poor transitions often lead to care drop-off. By putting more intentionality into our referrals, we send a clear message to patients:

“We don’t just want you to go. We want you to get there, and stay.”

How Vantage Can Help

At Vantage Clinical Consulting, we help providers build a patient-centered referral infrastructure that works. Our tools, training, and consulting services can help your team:

• Streamline the referral process

• Vet community partners for alignment

• Establish feedback systems

• Improve care coordination across agencies

Let’s stop making referrals that go nowhere. Let’s start making the right ones.

Contact us today to assess your referral workflow.

#CareCoordination #ReferralManagement #BehavioralHealth #VantageSolutions