The Referral Management Service is receiving a Big Shout Out in recognition of the care and compassion they show every day to patients across Lanarkshire, often at the very start of their outpatient journey.
For the past 18 years, the team has delivered a multi-functional service supporting patients, alongside clinical and non-clinical services, through the management of outpatient referrals and appointment scheduling. Very often, they are the first point of contact a patient has with NHS Lanarkshire, and they understand how important that first conversation can be.
Through a robust and friendly telephony booking and advisory service, the team takes time to listen, explain and reassure. Working within strict national and local guidelines, they ensure patients are well informed, comfortable with the information they receive, and supported to ask questions or raise concerns — all handled promptly, professionally and with compassion.
The Referral Management Service also plays a vital role in helping patients access care as quickly as possible. By actively managing and filling cancelled appointments — sometimes right up to an hour before a clinic begins — the team ensures valuable outpatient capacity is used effectively, creating opportunities for patients to be seen sooner.
Operating extended hours from Monday to Thursday, 8am to 7:45pm, and on Fridays until 4:30pm, the service provides reliable access and continuity, recognising that flexibility and availability matter to patients and families.
Alongside their day-to-day work with patients, the team has recently played an important role in shaping the future of services through their involvement in the development of NHS Lanarkshire’s Digital Front Door. Working with internal project managers and development teams, as well as national partners including NES, their specialist knowledge is helping ensure digital services are designed around real patient needs and experiences.
This Big Shout Out recognises the Referral Management Service for truly living NHS Lanarkshire’s value of Care and Compassion — through their kindness, professionalism and commitment to supporting patients at every step of their outpatient journey.
