Providing appropriate referrals to other health services as needed
Dr. Rob’s Video Transcript
Hey, if you see something, say something, right?
If someone needs a referral and you notice that their glasses are broken, but you’re seeing them because of an orthopedic injury, maybe the orthopedic injury is because they weren’t wearing their glasses when they fell and they didn’t see a trip hazard on the floor. But they need glasses.
Don’t just end that orthopedic brief telehealth visit where you looked at the knee for three minutes and the meeting was over.
Go back to the caregivers or to your network locally and find the local resource. If there’s a Chamber of Health set up in their community, you can search that. That’s something you can access from Force for Health in the few communities that are starting to do it.
Go out and find the resource. Go back to the caregivers, the primary care doctor for that patient, and say, “I noticed this. Is there an optometrist you suggest they see?” Or if you see that they need food, “Maybe they need Meals on Wheels.” Those types of referrals.
Be that force for health and have your eyes open to help beyond the telehealth visit, or to help further with, “This patient really should have a physical therapist at the bedside doing this,” as opposed to just a telehealth visit with you facilitating.
Remember, you are not the caregiver. You are the facilitator. You don’t have a license to be prescribing and supervising care, but get the right care partners there.
Thank you. Be a force multiplier, basically, of the health outcomes advancement of this client.
Learn It
Digital Navigators need to understand the range of health services available in their community so they can guide users to the right level of care. When an issue falls outside the scope of telehealth—such as emergencies, complex symptoms, or hands-on evaluations—Navigators should know how to refer users to primary care providers, specialists, urgent care, or local clinics. Most organizations have a network of covered providers and approved vendors; Navigators should review these resources with their supervisor to ensure accurate referrals.
Live It
Create a list of local health resources: primary care offices, urgent care centers, mental health providers, pharmacies, imaging centers, and telehealth-support locations. Map out which services require insurance, which offer sliding-scale fees, and which support walk-ins. Meet with your supervisor to learn about the organization’s provider network. Practice explaining referral options to a friend in simple, supportive language so you can confidently guide real users when needed./i
Share It
Develop a resource sheet titled “Where to Go for Care in My Community.” Include telehealth options, in-person clinics, urgent care, and specialty services, plus when each type of care is appropriate. Share it in your Force for Health feed or with classmates. Encourage others to learn about their community’s provider network so they can help users choose the right service at the right time.
