Dos and don'ts for referral management

Taking the lead in interoffice communication

When you refer one of your patients to a specialist, the communication plan is as important, in its way, as the clinical plan. A haphazard approach to interoffice communication can too easily lead to miscommunication, with neither office understanding its responsibilities. Though this problem will not interfere with the actual clinical care provided, it can certainly create a bad impression of either or both practices in the mind of the patient. To prevent such a situation, take the lead in spelling out the who, when, and how of interoffice communication.

Create a specific plan and review it with the specialist's staff. In some cases, in which the treatment timetable is predictable, the communication plan should be created, reviewed, and agreed upon by both offices before treatment begins. In cases in which timing cannot be predicted, identify events in the course of treatment that will serve as "triggers" for contact between the two offices.

Don't forget the patients. It's essential that patients be kept in the loop about what's going on. At any given moment, they should have the sense that both offices are fully aware of their responsibilities and the status of treatment. Whenever patients ask a question of either office, they should get an immediate and correct answer.

Roger P. Levin, DDS, is the chairman and CEO of practice management consulting firm Levin Group. You can connect with Levin Group on Facebook and Twitter (@Levin_Group) to learn more strategies and share ideas. Also, check out Dr. Levin's free practice management videos at www.levingroup.com/gp.

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