Recurring concern
Unreliable communication to referrers about referral service access and expectations
- Reports that mention this concern
- 6
- Times this concern has been raised
- 6
- Stated actions linked to this concern
- 10
What this concern includes
Includes failures in a named referral service's process for communicating referral status, expected first contact or assessment timing, capacity constraints, delays and necessary alternative routes to referrers.
What is not included
- Excludes failures in the clinical assessment or treatment provided after the referral service has accepted and contacted the patient.
- Excludes generic inter-agency communication, staffing or capacity deficiencies unless they directly impair communication to referrers about referral access or expectations.
- Excludes patient-facing appointment reminders and follow-up communication where the concern is not communication with the referring service.
- Excludes referral delays or rejected referrals where no failure to communicate referral status, expectations or capacity to referrers is identified.
Trends
Reports over time
Reports mentioning this concern, over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Reports and published responses 6 reports
See individual reports that have raised this concern, and the actions taken in response
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Concerns raised1
Failure to record and confirm communication of referral rejection reasons
This report raised 8 other concerns. They are not shown here because they do not form part of this recurring concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
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Concerns raised1
Failure to inform referring GPs when referrals to secondary services are rejected
This report raised 2 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- NHS Birmingham and Solihull Integrated Care Board
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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NHS Birmingham and Solihull Integrated Care Board
Establish effective working relationships and clarify referral processes between mental health services and general practice.
-
Concerns raised1
Failure to inform referrers when referral services cannot meet usual service expectations
This report raised 3 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Oxleas NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
-
Oxleas NHS Foundation Trust
Complete the ADAPT Operational Policy to define waiting-time information provided to service users and referrers after referral receipt.
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Oxleas NHS Foundation Trust
Generate automated referral acknowledgements and send service users and referrers letters stating current waiting times and escalation advice for urgent referrals.
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Concerns raised1
Failure to clearly confirm the planned contact date with referrers
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Sussex Partnership NHS Foundation Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Sussex Partnership NHS Foundation Trust
Finalize, approve, disseminate and embed shared EIP referral standards covering information review, risk assessment, contact planning and recordkeeping.
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Sussex Partnership NHS Foundation Trust
The service cannot always confirm the contact date at referral because appointments depend on risk assessment and patient choice.
-
Concerns raised1
Lack of clarity about referral routes and acceptance by Psychological services
This report raised 6 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked responses
- Pennine Care NHS Foundation Trust
- the Trust
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.4
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Pennine Care NHS Foundation Trust
Manage Healthy Young Minds referrals through a single point of entry and allocate them according to children’s needs.
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Pennine Care NHS Foundation Trust
Produce and widely disseminate a Healthy Young Minds service offer document explaining referrals, advice access and appropriate referral problems.
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Pennine Care NHS Foundation Trust
Expand the service offer document to name a contact for paediatric colleagues seeking advice and consultation.
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the Trust
Make written CAMHS referrals whenever paediatricians have reasonable cause for concern, without filtering referrals or predicting acceptance.
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Concerns raised1
Lack of shared understanding between referrers and crisis teams about crisis team capabilities and limitations
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Linked response
- Killick Street Health Centre
Stated actions An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.2
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Killick Street Health Centre
Meet with Crisis Team managers to discuss service provision.
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Killick Street Health Centre
Establish regular meetings between practice GPs and the Crisis Team to discuss service provision and individual clients.
Actions and positions describe what organisations say in published responses. Implementation is not independently verified.
Data last updated 7 September 2026