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Use Cases Care Coordination

Referral Tracking & Completion

Referrals get placed and then disappear. The ordering provider doesn't know if the specialist received them. The specialist doesn't know if the patient scheduled — and sometimes, the patient never does anything at all.

The Scenario

A PCP refers a patient to a cardiologist after a concerning EKG. The referral goes to the specialist's office. Two weeks later, the cardiologist's office calls back: "We never heard from the patient." The PCP calls the patient: "I didn't know I was supposed to call them." The referral fell through.

A referral is a series of handoffs — provider to specialist to patient and back. Each handoff is a point of failure, and there's no system that holds the chain together.

What's Actually Breaking

  • No visibility after the order — once a referral is placed, the ordering provider has no way to track whether it was received, scheduled, or completed.
  • Patient engagement is passive — the patient receives a name and a phone number, and the burden of scheduling falls entirely on them.
  • No follow-up loop — if the patient doesn't schedule, nothing prompts the care team to follow up.

How Pathways Handles It

Active tracking and escalation that closes the gap passive handoffs miss.

Referral Order Placed
EHR referral order triggers the Pathways workflow automatically
Referral Packet Sent
Clinical context and referral details delivered to the specialist electronically
Patient Notified
Patient receives a portal notification with next steps and scheduling instructions
Appointment Confirmed
Patient or specialist confirms appointment; Pathways records the scheduling event
SLA: 5 days · configurable
Escalation if Unscheduled
No appointment within SLA alerts the care team to follow up before the referral is lost
Referral Complete
Specialist sends outcome back; PCP receives summary; loop fully closed
Powered by Pathways capabilities:
Referral Order Trigger Patient Portal Integration SLA Timers Escalation Chains Completion Loop EHR Integration

Every workflow is configurable to your protocols, team structure, and EHR environment — no custom development required.

The Outcome

What changes when referrals have an active tracking loop instead of a passive handoff.

Higher
Referral Completion Rate
Active tracking and escalation close the gap that passive handoffs miss
Real-Time
PCP Visibility
Ordering providers see referral status without making a single phone call
Fewer
Patients Who Fall Through
Automated follow-up catches the cases that would otherwise be lost

More Workflows Like This

See how Pathways handles adjacent coordination challenges.

Consult Response Management
Every specialist request acknowledged, tracked, and escalated — no more waiting and wondering.
See workflow
Prior Authorization
Multi-party approval workflows that keep auth requests moving and patients informed.
See workflow
Care Transition Management
Standardized digital handoffs that are required, confirmed, and fully documented at every care transition.
See workflow

See Referral Tracking in Your Environment

We'll map your current referral process, identify where patients fall out of the loop, and show you exactly how Pathways would close the gap.

Schedule a Workflow Assessment