Improvements to referrals workflows in Epic@UNC effective June 14

A number of improvements to the referrals process in Epic@UNC went into effect June 14, 2015. Most notably, the priority status of referrals has been standardized across Epic@UNC, with STAT priority orders requiring a phone call from the “referred from” department within one day and Urgent priority orders requiring a phone call from the “referred from” department within two to three days.

Schedule Order Workqueue Priority

”STAT” or “Urgent” referral priority will be used to populate the sending providers “orders to review” workqueue and trigger the sending providers staff to contact the referred to/destination department of a STAT or Urgent need.

To accurately display the priority, the Referral Priority column must be added within the workqueue itself. Follow the steps in this Tip Sheet and note the following:

  • The "Referral Priority" field is not an indicator of when the appointment with the referring provider should occur. Instead, ”STAT” or “Urgent” priority is used to populate the sending providers “orders to review” workqueue and trigger the sending providers staff to contact the referred to/destination department of a STAT or Urgent need. 
  • All workqueue entries are to be worked in priority order with “1 Day – STAT” being highest priority, “2-3 Day – Urgent” next, and then “Routine” entries. Workqueue entries should also be worked oldest first within each priority value. 
  • Order priority will be considered by the receiving service/clinic and if unable to meet the request, will be communicated back to the ordering provider:
    • “STAT” or “Urgent” referral requests not able to be met should be communicated by the reviewer to the ordering provider by phone.
    • “Routine” referral requests not able to be met can be communicated by the reviewer through Epic@UNC’s messaging capability.

Internal vs. External orders and referrals

  • “Internal" orders/referrals should be used for placing an order or referral to a UNC Health Care provider, practice, or service. The “Internal” order applies to orders or referrals going to/from, or between any provider using Epic@UNC regardless of entity. View details in this Tip Sheet.
  • "External" orders/referrals should never be used for a UNC Health Care provider/service except for those entities that have yet to go live with Epic@UNC (such as Nash, Pardee, etc.). Regardless of the priority, external orders will route to the ordering providers “Orders to Review” workqueue to be addressed since the receiving provider does not have a workqueue. View details in this Tip Sheet.

Impact on providers

Review the impact of these referral workflow improvements on providers in this Quick Reference Guide.


Required Training for clinic managers, referral coordinators

Details about required training for Clinic Managers and Referral Coordinators related to the June 14 improvements are available here.


Background on Referrals Workgroup

Background information on the Referrals Workgroup and a list of previous improvements to the referrals process is available here.


Questions?

If you have any questions/concerns about these referral workflow updates, email  with your questions or call the ISD Service Desk at 984-974-4357 with any issues.

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