Simple tools to increase patient satisfaction with the referral process.

Robert K. Jarve, MD, and David W. Dool, BSc Patient satisfaction and high-quality care depend on effective coordination of care not just within a primary care physician’s office but also between primary and specialty care physicians. This requires that an efficient, timely referral process be in place, as well as a closed-loop tracking system for referral completion, correspondence and patient feedback. This article describes a successful referral process that has been used in the primary care practice of a major Midwest regional health care system. Although our new process was put into place following a formal gap analysis and quality improvement (QI) process, the tools described can be used by other primary care physicians – leading to increased patient satisfaction and more efficient office practices – without having to go through a QI process.