Lab requisition and specialist referral questions
"My doctor ordered some tests and I don't know if I book them or you do." Patients hear where their requisition went, how to get the bloodwork done, and whether their referral has been sent, without waiting on hold for reception.
A patient calls about a requisition, an imaging test or a referral to a specialist.
Reads what was ordered and sent on the chart, explains who books what, texts the prep instructions.
Fewer "where's my referral" calls, and a message to the referral clerk when something is stuck.
How it works
- Confirms the patient
Name, date of birth and health card before she reads anything from the chart.
- Reads what was ordered
Bloodwork, an ultrasound, a referral to a dermatologist: what the doctor ordered and when, never why.
- Explains who books it
Bloodwork at the community lab with the requisition already sent. Imaging booked by the imaging centre. A specialist's office calls the patient with their date.
- Sends the prep
Fasting for twelve hours, a full bladder for a pelvic ultrasound, what to bring. Texted, from the instructions your clinic gave her.
- Checks on a referral
Sent and when, and whether the specialist's office has confirmed it. If a referral looks stuck, the referral clerk gets a message.
- Keeps results with the doctor
A patient asking what their results say is told the doctor will be in touch if anything needs a visit, and the nurse is told if they're worried.
Example call
- CustomerHi, Dr. Mensah sent me for bloodwork and a referral last week. I don't know what I'm supposed to do.
- AI agentI can check. Can I have your name and date of birth?
- CustomerTom Abara, July 22, 1979.
- AI agentThanks, Tom. Your bloodwork requisition was sent to the lab on October 14, so you can walk into any of their locations. It's a fasting test, so nothing but water for twelve hours before.
- CustomerOkay. And the referral?
- AI agentIt went to the dermatology clinic in Peterborough on the 15th, and they confirmed they have it. They'll call you with a date. Wait times there are usually a few months.
- CustomerGood to know. Can you text me the fasting part?
- AI agentSending it now, with the lab locations.
After the call: Tom has the fasting instructions and lab locations by text, the chart shows the call, and reception didn't have to dig through the referral log while the waiting room filled.
What your team gets
- Requisition and referral status read from the chart
- Prep instructions texted for each kind of test
- Stuck referrals flagged to the referral clerk
- Results questions kept with the doctor and nurse
- Every call noted on the patient's chart
Questions
Will she read out test results?
No. Results stay with the doctor. She tells the patient the doctor will be in touch if a visit is needed, and puts a worried patient through to the nurse.
Can she book the specialist?
The specialist's office books its own patients. She tells the patient when the referral was sent and whether it was received.
What if the referral was never sent?
She tells the patient it's being looked into and sends the referral clerk a message with the details.
Hear it on your phone
Request a demo call and the agent phones you, set up for medical and walk-in clinics like yours.