Self-Referral and Referral Pathways
How to set up referral pathways and local service signposting within EMMA, how to submit your information, and how to keep it up to date after go-live.
Purpose of This Article
This article explains how EMMA can signpost patients to local services and self-referral pathways, how to submit your surgery's specific information, and how to keep it accurate over time.
What Are Referral Pathways?
Referral pathways allow EMMA to direct patients to the right local service or self-referral link rather than submitting a request through your consultation tool. When a patient calls about something that can be handled externally, EMMA can signpost them directly.
Examples of services commonly configured include:
- Pharmacy First
- Eye care self-referral
- Mental health and talking therapies
- Physiotherapy self-referral
- Social prescribing
- Minor injuries units
- Any local service with a direct link or referral form
EMMA can also be configured to direct patients to online forms hosted on your surgery's own website.
How to Set Up Referral Pathways
During onboarding One referral pathway can be included directly in the onboarding form. If your surgery has additional pathways, these should be submitted as a separate Excel document. This is the standard approach and will not delay your onboarding.
For each pathway, provide the name of the service and a direct link wherever possible. Direct links allow QuantumLoopAi to build each pathway into EMMA's configuration accurately and ensure patients are sent to the correct destination.
Referral pathway information can be submitted at any point but should ideally be completed before go-live so EMMA is fully configured from day one.
Can we use our ICB's self-referral list? No. A surgery-specific document must be submitted. If your ICB or a neighbouring surgery in your PCN has a similar setup, their document can be used as a starting point, but each surgery must individually submit and approve their own version.
How to Update Referral Pathways After Go-Live
Referral pathways can be updated or added to at any time after go-live. Contact the QuantumLoopAi support team with the details of the change and we will update EMMA's configuration promptly.
A quarterly review of your signposting content is recommended as good practice. Service contact details, links, and referral routes can change, and keeping EMMA's configuration accurate ensures patients are always directed to the right place.
Keeping Signposting Information Up to Date
If a local service changes its contact details, link, or referral process, contact the QuantumLoopAi team and we will update EMMA's configuration as soon as possible. You do not need to wait for a scheduled review to request a change.
Troubleshooting
EMMA is directing patients to an outdated service or link. Contact the QuantumLoopAi team with the correct details. We will update the configuration promptly.
We have more referral pathways than will fit in the onboarding form. Submit one pathway in the onboarding form and send the remainder as an Excel document. This is the standard approach and causes no issues.
We are not sure which services to include. Start with the services your reception team most commonly signposts patients to. If you are unsure, your QuantumLoopAi account manager can advise on what other surgeries in similar areas typically include.
A pathway we submitted is not working correctly in EMMA. Contact the QuantumLoopAi support team with details of the issue. Provide the service name and the expected behaviour so we can investigate and correct the configuration.
FAQs
How many referral pathways can we configure? There is no limit on the number of pathways that can be configured. Submit as many as are relevant to your patient population.
Can EMMA send patients an SMS link to a self-referral form? Yes. Where a direct digital link is available, EMMA can send patients an SMS link to the relevant service or form as part of the call. Provide the link when submitting your pathway information.
Can we add new pathways at any time? Yes. New pathways can be submitted and added after go-live at any time by contacting the QuantumLoopAi support team.
How long does it take to add or update a pathway? Most updates can be actioned promptly. Contact the QuantumLoopAi team with your request and we will confirm the timeline.
Do referral pathways apply to NINA as well? NINA can also be configured to signpost patients to relevant services. If you would like NINA to reflect the same pathways as EMMA, raise this with your QuantumLoopAi account manager