Referral groups help Red Robin to automatically refer patients to the appropriate category of healthcare practitioner and consultation type after Red Robin has taken down their presenting medical history. But what are referral groups and what categories of symptoms are assigned to each referral group? The following article explains how they work – and more besides.
Facilitates the automated referral settings
Once the patients have described their symptoms and answered a number of questions in the Red Robin chatbot, the next step is to refer the patients to the appropriate category of healthcare practitioner and consultation type.
Patients can either be referred manually, for instance by a nurse, but can also be referred automatically, which can save time. It is precisely in this automated referral process that Red Robin referral groups are of great help, as they make it easier to configure where the patients are to be referred to.
Patients can currently be offered the following referral options:
- Booking a video consultation
- Booking a physical consultation
- Chat
- Drop-in video consultation
Referral groups
We use referral groups to configure how patients should be guided through to the appropriate category of healthcare practitioner and consultation type, based on the urgency of their case and the symptoms patients have reported in their presenting medical history. The details given in the presenting medical history take patients through to a suggested triage, which can be programmed into different referral groups, categorised according to recognised first-line practice.
The groups are as follows:
A – Emergency (priorities 1-3)
Cases requiring assessment in the A&E department. In such cases, after finishing the chat in Red Robin, the patient will be prompted to seek urgent medical care. However, the patient can choose to proceed in the app and continue following the user flow.
B – Doctor’s assessment required (priorities 4-7)
For instance, for cases that may require a prescription, or for flare-ups and exacerbation of known medical conditions.
C – Physical/advanced examination required (priorities 4-7)
Here we distinguish between the following categories:
- C1 – Urgent(priorities 4-5): For instance, bacterial infections.
- C2 – Non-urgent(priorities 6-7): Chronic conditions, such as asthma, COPD or arthritis.
D – Nursing cases and check-ups (priorities 4 to 7)
Matters that usually require further assessment or follow-up by a nurse, such as assessment of ulcers or rashes and measurement of blood pressure and other medical parameters.
E – Psychiatric disorders (priorities 4-7)
Psychiatric disorders that are not acute.
F – Musculoskeletal system (priorities 4-7)
Any musculoskeletal problem that is not acute.
G – Self-treatment tips (priority 8)
More straightforward cases where the patient’s own actions, such as rest and drinking fluids, may be the best course of action.
There are also groups without prio, which are referred based on contact reason:
Prescription renewal
Once the reason for contact has been confirmed by the patient, no further medical assessment is required by Red Robin.
Certificate
Once the reason for contact has been confirmed by the patient, no further medical assessment is required by Red Robin.
Administrative matters
Once the reason for contact has been confirmed by the patient, no further medical assessment is required by Red Robin.
Untriaged cases
Cases that could not be handled medically through Red Robin.
Children below 1 year
When the contact reason is confirmed, the case is directed to this group.
How it works in practice
So what categories of symptoms fall under what referral group? How does it work in practice?
Patients who don’t have urgent medical issues may be referred e.g. as follows:
- If they have a musculoskeletal ailment, they can be referred for a video consultation with a physiotherapist (F)
- If they are experiencing mental health issues, they can be referred for a video consultation with a psychologist (E)
- More straightforward cases and self-treatment tips (D and G) can be referred for an online chat with a nurse.
- All other cases can be referred to a doctor, either physically or online.
We have developed standard referral group settings, but in practice, each organisation has the option of deviating from the standard settings and configuring the referral groups to suit its own particular operations. So you yourselves can choose what consultation types and professions to program for each referral group at your own particular healthcare facility.
Increase availability using alternative referrals
If you want to increase availability and ensure that the patient arrives, even if the drop-in waiting room is closed or there are no time slots available to book, you can set up alternative referrals.
By configuring Red Robin in combination with Visiba Care, the referral can be double-checked before the patient is taken to the next step to ensure that the consultation type is available. For example, if a drop-in waiting room is closed, the patient can be directed to an alternative consultation type, such as a new chat. This means that the patient always has the opportunity to get in touch with you, the healthcare providers.
Would you like to know more?
If you would like further information or wish to implement referral group within your operations, please contact your Customer Success Manager at Visiba Care.