When a patient has described their symptoms and answered a number of questions in Red Robin’s automated chat, the next step is to refer the patient to the appropriate professional category and type of visit. Referrals can be made either manually, for example by a nurse, but they can also be automated, which can save time. It is in this automated referral that Visiba Triage’s referral groups are very helpful, as they make it easier to configure where the patients should be directed.
Currently, the patient can be referred to the following options in Visiba Care:
- Booking video visit
- Booking physical visit
- Messaging
- Drop-in video visit
Referral groups
Referral groups are used to configure how the patient should be guided to the appropriate professional category and visit type, based on the urgency of the case and the symptoms the patient has described in the anamnesis. The information in the anamnesis leads to a suggested triage and can be linked to different referral groups, which are categorized in a way that is familiar within primary care.
These groups are:
- A – Urgent (priority 1-3): Cases that require assessment in the emergency department. For these cases, the patient will be instructed to seek urgent care after completing the chat with Red Robin. However, the patient can choose to continue their digital contact and proceed in the flow.
- B – Doctor’s assessment required (priority 4-7): For example, cases that may require prescription issuance or deterioration in known conditions.
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C – Physical/advanced examination required (priority 4-7): Here we distinguish between the following categories:
- C1 – Urgent (priority 4-5): For example, bacterial infections.
- C2 – Non-urgent (priority 6-7): Long-term issues, such as asthma, COPD, or osteoarthritis.
- D – Nursing cases and check-ups (priority 4-7): Cases that usually require further assessment or follow-up by a nurse, such as assessment of wounds or rashes and measurement of blood pressure and other values.
- E – Mental health issues (priority 4-7): Non-urgent mental health issues.
- F – Musculoskeletal issues (priority 4-7): All musculoskeletal issues that are not urgent.
- G – Self-care advice (priority 8): Simple cases where the patient’s own measures, such as rest and fluid intake, may be the best course of action.
There are also groups referred based on the reason for contact:
- Prescription renewal: When the reason for contact is confirmed by the patient, no further medical assessment by Red Robin is required.
- Certificates: When the reason for contact is confirmed by the patient, no further medical assessment by Red Robin is required.
- Administrative matters: When the reason for contact is confirmed by the patient, no further medical assessment by Red Robin is required.
- Untriaged cases: Cases that could not be medically handled by Red Robin.
- Children under 1 year: When the reason for contact is confirmed, the case is directed to this group.
How it Works in Practice
Patients who do not have urgent issues can, for example, be referred as follows:
- For musculoskeletal issues, they can be referred to a video visit with a physiotherapist (F).
- For mental health issues, they can be referred to a video visit with a psychologist (E).
- Simple cases and self-care advice (D and G) can be referred to a messaging conversation with a nurse.
- Other cases can be referred to a doctor, either physically or digitally.
Increase Accessibility with Alternative Referrals
If you want to increase accessibility and ensure that the patient gets through, you can set up alternative referrals. By configuring Red Robin, the referral can be checked before the patient is directed further, to ensure that the visit type is available.
Want to Know More?
If you want more information or to implement referral groups in your organization, contact support@visibacare.com.