Tools for Providers: Referral Pathways

For aged-care and NDIS providers, strong allied-health partnerships aren’t just about “sending a referral.” They’re about clear pathways, transparent reporting, and joint governance that move the needle on client outcomes. Here’s a practical playbook you can adopt today.

1) Referral Pathways that are Fast, Safe, and Predictable

Channels (secure-first):

• Secure webform / portal with authentication and upload for scripts/reports

• e-Referral API / SFTP (for larger providers and EMR/CRM integrations)

• Phone triage for urgent items; avoid standard email for PHI where possible

Minimum data to include (so we can start immediately):

• Client details & consent (verbal/written, decision-maker if applicable)

• Funding stream & code (HCP level / Support at Home classification / NDIS plan)

• Primary goals (client-centred), risks (falls, pressure injury, choking), key comorbidities

• Home environment & equipment available; preferred days/times; interpreter needs

• Referrer contact and required timeframes (urgent vs routine)

  
  

Triage & Service Level Agreements (example):

• Acknowledgement to referrer: Within 1 business day

• Client contact: Within 2 business days (urgent within 4 hours)

• First appointment: Routine ≤7–10 days; urgent ≤48 hours

• Escalation: Named clinical lead + after-hours pathway

Fast-lane categories: Hospital discharge, recent fall, new wound, significant swallowing change, rapid weight loss, carer breakdown risk.

Status transparency: Portal or automated emails for received → booked → seen → plan uploaded → closed.