Recurring concern
Unreliable communication to referrers about referral service access and expectations
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Request correctionFirst reported 12 Feb 2015•Latest report 24 Nov 2023
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.
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.
- Reports
- 6
- Individual concerns
- 6
- Date range
- 2015–2023
- Stated actions
- 10
Distinct published reports
A report can raise multiple concerns
First to latest report issue date
Described in published responses
Reports over time
Reports 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.
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one 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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response 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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Action
Establish effective working relationships and clarify referral processes between mental health services and general practice.
Stated by NHS Birmingham and Solihull Integrated Care Board
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response 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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Action
Complete the ADAPT Operational Policy to define waiting-time information provided to service users and referrers after referral receipt.
Stated by Oxleas NHS Foundation Trust -
Action
Generate automated referral acknowledgements and send service users and referrers letters stating current waiting times and escalation advice for urgent referrals.
Stated by Oxleas NHS Foundation Trust
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response 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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Action
Finalize, approve, disseminate and embed shared EIP referral standards covering information review, risk assessment, contact planning and recordkeeping.
Stated by Sussex Partnership NHS Foundation Trust
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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Position
The service cannot always confirm the contact date at referral because appointments depend on risk assessment and patient choice.
Stated by Sussex Partnership NHS Foundation Trust
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response 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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Action
Manage Healthy Young Minds referrals through a single point of entry and allocate them according to children’s needs.
Stated by Pennine Care NHS Foundation Trust -
Action
Produce and widely disseminate a Healthy Young Minds service offer document explaining referrals, advice access and appropriate referral problems.
Stated by Pennine Care NHS Foundation Trust -
Action
Expand the service offer document to name a contact for paediatric colleagues seeking advice and consultation.
Stated by Pennine Care NHS Foundation Trust
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Action
Make written CAMHS referrals whenever paediatricians have reasonable cause for concern, without filtering referrals or predicting acceptance.
Stated by the Trust
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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.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response 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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Action
Meet with Crisis Team managers to discuss service provision.
Stated by Killick Street Health Centre -
Action
Establish regular meetings between practice GPs and the Crisis Team to discuss service provision and individual clients.
Stated by Killick Street Health Centre
Data last updated 7 September 2026