Our Referral Management Centre (RMC) provides a range of services on behalf of integrated care boards (ICBs), NHS trusts and place-based organisations supporting patients and service users by delivering operational, strategic, and patient care support. 

Utilising our at-scale service, we can mobilise efficiently within agreed timescales. 

Our support provides an excellent experience for patients, assisting them to easily navigate through various booking and care pathway processes. 

Our experienced and resolute team can help guide you through care pathway systems and processes and support people to get to the right care at the right time. 

Our services

Referral support – Processing referrals supporting people to book the right place first time with minimal delay or inconvenience, offering meaningful choice of provider and appointments, and providing advice on waiting and treatment times.

Administrative policy referral triage – Supporting ICBs with administrative review of Procedure of Limited Clinical Benefit referrals to ensure they are supported by ICB clinical policies – before onward referring to secondary care. 

Patient transport – Navigating patients through the Northwest Ambulance patient transport booking process

Waiting list management – Cost-effective solution to contacting all patients on the waiting list using a combination of staffed call centre and automated chat bot technology, transferring patients in real time to call operators to assess their appointment needs. 

Digital weight management – Supporting patients to navigate treatment pathways as part of the national NHS England Digital Weight Management Programme and assisting GP practices with the referral process.

Referral system support, guidance – With extensive e-Referral expertise, offering system and referral pathway advice, guidance, training and materials to GP practices, secondary care, and independent sector providers.

Pharmacy Orders Direct – Handling calls and emails about repeat prescriptions

NHS pathways Directory of Services – Maintaining the Directory of Services (DoS) for eight areas within Lancashire, South Cumbria, and North Cumbria ICB footprint. The DoS is a comprehensive central directory which accurately provides organisations with real-time information about local services. It lists all health care services that are available to refer into across England and is currently used by NHS 111, 999 and other healthcare systems.

Impact

The RMC on an average month: 

• 27,900 patient referrals triaged, booked, rearranged, or cancelled 
• 4,800 patient transport journeys booked, rearranged, or cancelled
• 5,000 calls made via chatbot 
• 2,600 prescriptions requests completed 
• 150 queries about referral system support, guidance, and training received and completed 

How we do it

• Highly skilled and dedicated team, who are flexible, responsive and have a wealth of knowledge and experience of referral and care pathways across service areas.
• Understanding the health economy, focused on improving patient outcomes, referral pathways – supporting people to get to the right place first time.
• Working across a range of elective specialties.
• Efficient in the coordination of referrals, booking, cancelling, and re-arranging appointments for patients over a range of elective specialties.
• Making sure referrals meet identified clinical policy criteria using reference material.
• Main point of contact for patients and staff within NHS and independent hospitals to assist with service or system issues and queries.
• Providing service reporting, real-time information, and analysis.
• Using systems and software such as e-Referral, Chatbot, Cleric, NHS Pathways Directory of Service and EMIS.