This guide covers recording a referral to a service shown under My organisation's in the Services directory.
It does not cover searching the whole Marketplace or completing an onward referral to another provider. See How to refer a client from the Services directory and How to refer a client to a service for those steps.
Find your service
In the Case Management sidebar, select Services.
Select My organisation's.
Find the service, or enter its name in Search services... and press Enter.
A service only has a Refer button when a Referral type has been set. If the card only offers Signpost, someone who can manage the listing needs to edit the service before you can use this referral flow.
Choose the client
Select Refer on the service card.
In Refer a client, enter the client's name in Search clients by name....
Press Enter.
Select the correct client from the results. Check the NHS number shown on the right where one is available.
Joy then opens Make a referral with your service already selected.
Complete the referral
Check Referral case: - with one visible case, Joy links it automatically; - with more than one visible case, choose the correct case; - with no visible cases, Joy explains: No visible cases for this client. This referral will be saved at client level.
Check the prefilled referrer and client details.
Complete any questions belonging to that service.
Add Notes (optional) if they will help colleagues understand the referral.
Select Refer to [service name].
If the client already has an active referral to that service, Joy warns that they already have one. Check that another referral is intentional before selecting Refer anyway.
What happens afterwards
Joy shows Referral made and confirms Referred to [service name].
The referral:
appears on the client's Services tab as Awaiting response;
is linked to the chosen case, or to the client when there was no case;
adds a timeline record titled Referred [client name] to [service name].
Use How to manage a client's linked services to update the status when your team accepts, declines or completes the work.
How this differs from an onward referral
Case Management currently records this action in the referring client's record in the same way whether the directory card belongs to your organisation or another provider.
It does not place a second copy in your organisation's Inbound referrals list. That list is for referral records received through the referral routes shown there, not for this client-directory action.
For that reason, do not wait for your own referral to appear under Inbound referrals. Follow your organisation's agreed internal handover process as well as recording it on the client's Services tab.
An onward Marketplace referral can appear under Inbound referrals for the receiving organisation and under Sent for the referring organisation. That provider-to-provider hand-off is not created by the own-service directory action described here.