A re‑referral is a new inbound referral for a client who already exists in the system. The key rule: you link the referral to the existing client, and the system always creates a brand‑new case — it never adds the referral to one of their old cases.
1. Find the referral
Open Referrals from the sidebar. You land on the Inbound referrals page, on the Awaiting tab.
Use the search box (name, NHS number, email, or referrer) or the priority/source/service filters to find the referral. New, unread referrals show a New badge.
Click the row to open the referral detail panel. Review the demographics, referrer details, referral reason, form answers, and any communications. You can Download PDF if you need a copy.
2. Start the accept flow
At the bottom of the detail panel, click Accept. The Accept referral dialog opens.
Choose a destination:
Add to caseload (create a case now) — accept straight onto the caseload.
Send to Triage (hold in the triage queue) — park it for a triage decision later.
3. Link to the existing client (the re‑referral step)
If the system spots possible matches (same name or NHS number, and matching date of birth where one is given), a Similar existing clients section appears in the dialog:
"Select one to add this referral as a new case on the existing client instead of creating a duplicate."
Check the candidates — each shows Name (DoB, NHS number).
If one is your returning client, select them. If none match, choose Create a new client.
Once you select an existing client, the case-name help text confirms: "A new case with this name will be created for the selected client. The referral is never added to any of their existing cases."
⚠️ Always check this section carefully — selecting the existing client is what prevents duplicate client records.
4. Complete the details
Case name — required (defaults to "New Case"); give it something meaningful, e.g. the service or referral reason.
Client status — Active / Pre‑triage / Waiting / On hold / Inactive.
Case colour, staff assignment, and wellbeing frameworks as appropriate.
Clinical system link if your org has a clinical integration.
(Gender only appears when creating a brand‑new client, so you won't see it for a re‑referral.)
Click Accept referral.
5. After accepting
A success dialog confirms: "You have accepted the referral for {name}", with options:
Add to clinical record (if your org has a clinical integration)
View profile — jumps straight to the client's record
Close
Behind the scenes the referral is linked to the existing client, the new case is created, assignments and frameworks are applied, and the referral moves to the Past tab marked Accepted.