Effective Referral Strategies for Family Planning Clients
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By the end of this session, participants will be
able to:
•
Describe the Title X Program Requirements
related to providing referrals
•
Explain at least two reasons providing effective
referrals is critical to quality care
•
List at least three strategies for creating
systems to provide high-quality referrals
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Source: Gold RB et al, Next Steps for America's Family Planning
Program: Leveraging the Potential of Medicaid and Title X in an
Evolving Health Care System.
Guttmacher Institute
2009.
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:
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Other providers of healthcare services, local health and welfare
departments, hospitals, voluntary agencies, and health services
projects supported by other federal programs
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:
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Necessary referrals to other medical facilities when medically
indicated
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Emergencies that require
referral
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Other providers of health
care services not provided
on site
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Infertility specialists
•
Health services projects
supported by other federal
programs
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Chronic care management
providers
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Behavioral health services
•
HIV/AIDS care and
treatment
•
Hospitals
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Local health and welfare
departments
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Voluntary agencies
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Child care agencies
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Transportation providers
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Emergency housing
•
WIC programs
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Develop Written Policies for Referrals
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Explore and build
relationships with other
service providers
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Initiate conversations
with specialists,
hospitals, and
community services
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Determine the value-add
of potential referral
partnerships
Primary Care Partnership Video
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A memorandum of
understanding (MOU)
is a written document,
generally not legally
binding, that outlines a
voluntary agreement
between parties.
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Clients face potential barriers to accessing services:
•
Finances
•
Language
•
Transportation
•
Lack of child care
•
Age-based consent
issues
•
Legal and policy
•
Fear of a lack of
privacy
•
Fear of judgement
•
Fear of scorn,
intimidation, coercion,
or threats
•
Fear of disclosing
immigration status
12
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P
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c
t
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l
y
•
Train staff on skills needed to:
–
Identify referral needs
–
Speak directly to the provider
–
Provide a verbal and/or written handoff
–
Manage difficult situations
–
Follow up with the client about the referral
13
D
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S
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t
•
Designate staff roles
•
Use a standard protocol and consistent
documentation in the medical record
–
The reason for referral, informed consent of the
client, and any correspondence with the referral
provider/organization should be included.
•
Develop shared referral tools and processes for
services that you regularly refer to
14
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p
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Identify client preference for communication
and follow up
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Set clear expectations at the time of referral
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Ensure confidentiality for any provider to
provider communications
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T
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Ensure adequate management of referrals
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EHR download
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Referral management software
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Manually enter on a grid
17
A
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I
m
p
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m
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t
•
Verify referral information annually
•
If a referral is not completed, ask and
document the reason
•
Periodically assess effectiveness of referral
services
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Ask clients
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Ask referral agencies
•
Use principles of quality improvement to make
changes to the referral process as necessary
18
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Be a STAR:
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S
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Meet their needs
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T
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Pass on knowledge
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A
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Identify potential barriers
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R
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Learn from and update
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Pair off.
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Use Handout 1: STAR Model
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Select and act out one or more scenarios.
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Role-play and get feedback from partner.
•
Switch roles and repeat.
•
Ask one pair of volunteers to role-play a
scenario for the larger group.
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R
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What went well?
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Not so well?
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Was every aspect of the STAR model
considered?
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T
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!
www.fpntc.org
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Facilitator Notes
• Providing referrals to Title X clients is a core component of clinical care, and essential for ensuring access to the full range of services Title X clients may need. Quality care includes providing referrals for medical and social needs beyond the scope of clinic services.
Activity
• Conduct participant and facilitator introductions.
This content outlines the importance of effective referrals for family planning clients, emphasizing the Title X Program requirements, reasons for quality referrals, and strategies to create systems for high-quality referrals. It also highlights the role of family planning as an entry point to health care and the various service providers for referrals, including social services agencies, healthcare providers, hospitals, and more.
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Presentation Transcript
Establishing and Providing Effective Establishing and Providing Effective Referrals for Family Planning Clients Referrals for Family Planning Clients 1
Learning Objectives Learning Objectives By the end of this session, participants will be able to: Describe the Title X Program Requirements related to providing referrals Explain at least two reasons providing effective referrals is critical to quality care List at least three strategies for creating systems to provide high-quality referrals 2
Family Planning is Entry Family Planning is Entry Point to Health Care Point to Health Care Usual Source Usual Source of Care for of Care for Title X Clients Title X Clients Other site, 40% Family planning service site, 60% Source: Gold RB et al, Next Steps for America's Family Planning Program: Leveraging the Potential of Medicaid and Title X in an Evolving Health Care System. Guttmacher Institute 2009. 3
Title X Program Title X Program Requirements Requirements Availability of Social Services: Availability of Social Services: Other social and medical services agencies, any ancillary services which may be necessary to facilitate clinic attendance Availability and Use of Referrals: Availability and Use of Referrals: Other providers of healthcare services, local health and welfare departments, hospitals, voluntary agencies, and health services projects supported by other federal programs Provision of Family Planning and Related Services: Provision of Family Planning and Related Services: Necessary referrals to other medical facilities when medically indicated 4
Other Health & Social Other Health & Social Service Providers Service Providers Emergencies that require referral Other providers of health care services not provided on site Infertility specialists Health services projects supported by other federal programs Chronic care management providers Behavioral health services HIV/AIDS care and treatment Hospitals Local health and welfare departments Voluntary agencies Child care agencies Transportation providers Emergency housing WIC programs 5
Establishing and Providing Establishing and Providing Effective Referrals Toolkit Effective Referrals Toolkit 6
Written Policies Written Policies Develop Written Policies for Referrals 7
Relationships with Other Relationships with Other Service Providers Service Providers Explore and build relationships with other service providers Initiate conversations with specialists, hospitals, and community services Determine the value-add of potential referral partnerships Primary Care Partnership Video 8
Local Resource List Local Resource List 9
Referral Agreements Referral Agreements A memorandum of understanding (MOU) is a written document, generally not legally binding, that outlines a voluntary agreement between parties. 10
Referral Types Referral Types A cold cold referral may be appropriate for services like: A warm warm referral may be appropriate for services like: Syphilis treatment Alcoholics Anonymous Weight management treatment Evaluation of a palpable breast mass Food stamps An HIV positive test result WIC Prenatal care 11
Provide Supportive Provide Supportive Referrals Referrals Clients face potential barriers to accessing services: Finances Language Transportation Lack of child care Age-based consent issues Legal and policy Fear of disclosing Fear of a lack of privacy Fear of judgement Fear of scorn, intimidation, coercion, or threats immigration status 12
Provide Referrals Provide Referrals Proactively Proactively Train staff on skills needed to: Identify referral needs Speak directly to the provider Provide a verbal and/or written handoff Manage difficult situations Follow up with the client about the referral 13
Document and Develop Document and Develop Systems Support Systems Support Designate staff roles Use a standard protocol and consistent documentation in the medical record The reason for referral, informed consent of the client, and any correspondence with the referral provider/organization should be included. Develop shared referral tools and processes for services that you regularly refer to 14
Sample Referral Form Sample Referral Form 15
Close the Loop Close the Loop Identify client preference for communication and follow up Set clear expectations at the time of referral Ensure confidentiality for any provider to provider communications 16
Track Referrals Track Referrals Ensure adequate management of referrals EHR download Referral management software Manually enter on a grid 17
Apply Principles of Apply Principles of Quality Improvement Quality Improvement Verify referral information annually If a referral is not completed, ask and document the reason Periodically assess effectiveness of referral services Ask clients Ask referral agencies Use principles of quality improvement to make changes to the referral process as necessary 18
STAR Model for Referral STAR Model for Referral Quality Quality Be a STAR: S Supportive Meet their needs T Thorough Pass on knowledge A Active Identify potential barriers R Referral quality Learn from and update 19
Peer Observation Peer Observation Activities Activities Pair off. Use Handout 1: STAR Model Select and act out one or more scenarios. Role-play and get feedback from partner. Switch roles and repeat. Ask one pair of volunteers to role-play a scenario for the larger group. 20
Reflection Reflection What went well? Not so well? Was every aspect of the STAR model considered? S Supportive? T Thorough? A Active? R Referral quality? 21
Thank you! Thank you! www.fpntc.org 22
