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Guides

Answer a referral status question

Referral chasers are common and stressful. A clear status and next step calms the worry without crossing into advice.

Last reviewed

Acknowledge the worry

Show you understand why they are asking.

Check the status first

Look up the referral before replying, so you can give a real answer.

Share what you know

Say whether it was sent, received or is waiting.

Name the next step

Say who will contact them and roughly when.

Give a contact for urgent changes

Point to the right route if symptoms or needs change.

Avoid clinical advice

Refer any medical questions to the clinician.

Questions

What if we cannot see the referral status?

Say so, and tell them who can. Promise a follow-up date.

How much detail should we share?

Only what the person is entitled to know, after verifying who they are.

Can the AI answer this?

It can explain the process. Statuses and any health detail need a person.

Written by Flatdesk, a help desk for small support teams at one flat price per agent. Try it free for 14 days, no card.