This guide covers checking an onward referral in Inbound referrals, contacting the service through its referral conversation, and recording what you know on the client's Services tab.
It does not cover making the original referral. See How to refer a client to a service or How to refer a client from the Services directory for that.
Find a referral your organisation sent
In the Case Management sidebar, select Inbound referrals.
Select the Sent tab.
Find the client in the table.
Despite the page heading, Sent is the part of this screen for Marketplace referrals your organisation sent to another provider. Each row shows:
Name — the client;
Sent — the date the referral was made;
Service and Provider;
Status;
Messages, including a blue [number] new badge when the provider has replied and nobody in your organisation has opened it yet.
Use the Sent date to judge the referral's age. The screen shows a date, not a calculated number of days or a chasing deadline.
Understand the status
The Status column can show:
Awaiting decision — the receiving service has not recorded a decision;
In triage — the receiving service has moved it into triage;
Accepted — the receiving service accepted it;
Declined — the receiving service declined it.
These are provider-side referral outcomes. They are separate from the status on the client's Services tab, which your organisation can update as its own record.
Read the conversation
Select the referral row.
On Referral communications, check the client, service, provider and status shown under the heading.
Read the messages in date and time order.
Opening the conversation marks provider messages as read for your organisation, so the blue unread count is cleared when the list refreshes.
If there have been no messages, Joy shows No messages yet.
Message the service
Enter a concise update request in Write a message to the service provider….
Select the send button beside the message.
Your message appears in the Messages conversation. The receiving service can answer in the same referral conversation.
If it cannot be sent, Joy shows Message failed and the reason. Check the referral and try again later rather than assuming the provider received it.
Record the outcome on the client
Select View client profile.
Open the client's Services tab.
Find the service and choose the status that matches what you have confirmed.
Useful choices include Awaiting response, Accepted, Declined, Please review, Reviewed, Attended and Not attended. The change saves straight away and is added to the client's timeline.
See How to manage a client's linked services for the full status list, reviews and archiving.
Withdrawing or referring again
Case Management does not currently offer a Withdraw action on the Sent referral or its Referral communications page. Message the provider to explain that the referral should not continue, then update or archive the linked service on the client's record in line with your organisation's process.
There is also no re-refer button on the sent-referral row. To make a new referral, return to the client's Services tab or the Services directory and start the referral again.
If Joy detects an active referral to the same service, it warns you before proceeding. Use Refer anyway only when a second referral is intentional; do not use it merely to chase an unanswered one.