This Standard Operating Procedure (SOP) applies to those services who receive referrals in Strata pathways to deliver care and support, following integrated Transfer of Care Hub (IToCH) triage.
This SOP is supported by training guides for Strata users located on the CITS training portal - Strata .
Receiver services accept ALL referrals unless the service criteria are not met.
The exception is for 2-hour Urgent Crisis Response (UCR) referrals where IToCH will call receiver services to confirm capacity then admit the referral – the IToCH will not send a strata referral to receiver services for a 2-hour UCR, referral details will be added to RiO (see SOP – Managing 2-hour Urgent Crisis Response (UCR))
The general rule is for receiver services to Admit a referral when care or support has started (first contact) – where the referral is a hospital discharge. Other types of referrals may be admitted sooner. Appendix 1 lists specific service line business rules for admitting. IToCH's need to check that this has happened before they can close a referral
Strata Service Provider Training Guides CITS training portal - Strata
Exception – 2-hour Urgent Community Response referrals – where the IToCH will call the receiver service to see if they have capacity to respond and then Admits the referral and adds details to RiO (see Managing UCR’s in Strata SOP).
Accept referrals as soon as you have confirmed it meets service criteria and are ready to start triaging and sourcing care.
Strata receiver service holds open (Accepted) referrals on waiting list.
The only exception to this is for the Community Hospital Allocation Team (CHAT) who will Accept only when they have matched person to community hospital AND completed the CHAT information questions on the triage tab.
You can only deny a referral if it does NOT meet your service criteria.
Do not Deny a referral if
Only referrers and IToCH’s can cancel referrals to receiver services i.e. the receiving service cannot delete a referral. The referral will remain on their work queue until notified by the referrer/IToCH that referral is no longer needed.
General rule - Admit referral when the person has been transferred to care setting and care/support has commenced. Appendix 1 details specific service line rules.
Strata receiver service will use the RFI to:
Comments should be used judiciously and only to provide essential and useful status updates.
Generally, Requests for Information, not comments, should be used where action is required.
As referrals can be seen by many people in different organisations and roles, please use the following format at the start of your comment:
FAO: Specify who you want to note the comment e.g. Ward, GP, IToCH, receiver service
Priority – Specify Urgent or Routine
For Information/Action: Specify whether you require a response. Generally, comments should be used to provide status updates. Consider using Request For Information if action is required.
My role: Specify your job title. Your name and timestamp will automatically appear above the comment so does not need to be added.
Comment text follows: XXXX
Example
FAO: IToCH
Priority: Routine
For information
My role: IWS Allocated Worker
Assessment complete – Discharge date planned for XDATEX
Receiver services should monitor (recommended daily) their open referrals for any updates or comments from the referrer or IToCH. Updates / comments may include:
There may be comments from the IToCH or referrer requesting updates from the receiver service (i.e. if a referral can be Admitted, or requesting confirmation that care / support is scheduled)
Appendix 1 Strata receiver services rules to Admit (close) referrals for different referral types.
Article ID: 386
Created: November 8, 2023
Last Updated: November 8, 2023
Author: Eve Adams
Online URL: https://elearning.cornwall.nhs.uk/site/kb/article.php?id=386