Use this guide when you are starting in Services in the Case Management sidebar and have found a service you want to refer a client to. It is different from referring from a client's own Services tab. If you have already opened the client profile, use How to refer a client to a service instead.
Find the service
In the Case Management sidebar, open Services.
Find the service you need:
use All added for the shared directory;
use My saved for services you have saved for yourself;
use My organisation's for services added by your organisation; or
enter a name in Search services... and submit the search.
On the service card, select Refer.
Refer is available only on service cards for services that support referrals. If there is no Refer action, that service cannot receive a referral through Case Management.
Choose the client
In Refer a client, enter the client's name.
Press Enter to search.
Check the matching client's name and NHS number, where shown.
Select the correct client.
Complete the referral
Make a referral opens with the service you chose already selected.
Review Referral case:
if the client has one visible case, it is linked automatically;
if several cases are visible, choose the case this referral belongs to;
if there are no visible cases, the referral is saved at client level.
Check the prefilled referrer and client details. Correct anything that needs to be different for this referral.
Complete the service's referral form. Answer every question marked with an asterisk (*).
Use Notes (optional) only when extra context will help the receiving service.
Select Refer to [service name].
If the client has already been referred
If the client already has an active referral to the selected service, check that another referral is intentional. Select Refer anyway only when a further referral is genuinely needed.
Check that the referral was recorded
When the referral succeeds, you will see Referral made. The referral is recorded with the status Awaiting response and is added to the client's timeline.
Troubleshooting
No client appears in the search
Check the spelling of the name, then press Enter again. If the client still does not appear, make sure you have access to their Case Management record.
The case list or referral form did not load
Select Retry case lookup or Retry referral form. Your client, case selection, and entered referral details stay in the form while you retry.
There is no Refer action on the service card
Only services that support referrals show Refer. You can still use a different service that accepts referrals, or follow your organisation's usual process for a service that does not.