I Got a Referral. What Next?
A doctor, hospital, therapist, or other clinician told you the person needs another service, appointment, or level of care.
Don’t assume that means the next step is already set up.
Find Out What Happened
Ask:
“Did someone just tell you to follow up, or was something actually sent or scheduled?”
Then ask:
“Where was it sent?”
“Do I need to call them, or will they call me?”
“When should I expect to hear from them?”
Ask for a copy of the order or referral, or ask where you can find it in the patient portal.
A referral isn’t an appointment. “Follow up with” usually means you still have to call.
Make Sure You Know What the Service Is
Home health usually means intermittent visits for skilled nursing, therapy, or other covered services. It doesn’t mean someone stays in the home all day.
If you aren’t sure what was recommended, ask:
“What will this service do for us, and what will we still have to provide?”
If you’re still unsure why it was recommended:
“What problem is this supposed to help?”
If the person can make this decision, make sure they understand what was recommended and want the referral to go forward.
For hospice or palliative care, see I Need Help Understanding Palliative Care → or I Need Help Understanding or Starting Hospice for Someone Else →
Find Out How Soon It Needs to Happen
Ask:
“How soon does this need to happen?”
“What should we watch for while we wait?”
“Who do we call if the person gets worse?”
If the first appointment offered is farther out than expected:
“The first appointment they offered is [date]. Is that soon enough for what’s going on?”
If it isn’t, ask whether the referral can be moved up or sent somewhere else.
If Something Is Blocking It
Ask whether the problem is:
- insurance or authorization
- cost
- provider availability
- transportation
- missing paperwork
Then ask:
“Who has the next step, and when should I follow up?”
For cost, coverage, or authorization problems, see I Need Help Getting or Paying for Medical Care →
For transportation, see I Need Help With Transportation to Medical Appointments →
If Nobody Calls
Start with the office or team that made the referral.
Ask:
“Was the referral sent, where was it sent, and has the receiving office accepted it?”
Then call the receiving office.
Say:
“We were told a referral was sent to you. Have you received and accepted it, and what still has to happen before this can be scheduled?”
If the referral wasn’t received, was incomplete, was declined, or went to the wrong place, ask who’s fixing it and when.
If this was part of a hospital discharge plan and the service still hasn’t started, see I’m Home, but the Discharge Plan Isn’t Working →
Before You Stop
Know:
- where it was sent, and whether the receiving office accepted it
- whether you have to call, or they will
- who has the next step
- what to do if the person gets worse while you wait
Don’t stop at “someone will call.” Get the name, number, timing, and next step. Make sure the referral reached the place that’s supposed to provide the help.
