Referral management

Table of contents:

• What is referral management?
• Why referral management matters
• What is a referral management system?
• How GoodShape supports referral management

What is Referral Management?

Referral management, in the context of absence management, is the structured process of directing employees to appropriate health, wellbeing, or support services when they experience an absence from work. This might include referrals to occupational health providers, mental health services, physiotherapy, employee assistance programmes (EAPs), or specialist medical advisors.

When an employee’s absence suggests an underlying health issue, workplace challenge, or personal difficulty, early and effective referral is key to ensuring they receive the right support at the right time. Proper referral management helps organisations improve employee wellbeing, shorten absence durations, support safe returns to work, and mitigate long-term risks, such as repeat absences or capability proceedings.

Why Referral Management Matters

Efficient referral management is vital for both employees and employers. For employees, a smooth referral process ensures timely access to expert advice and interventions that can support recovery. For employers, it offers greater visibility over the health of their workforce, reduces administrative burden, ensures compliance with occupational health obligations, and helps demonstrate a commitment to employee welfare.

In the absence management journey, referral management acts as the bridge between identifying a need for support and delivering the services required to address it. Without an organised process, referrals can be delayed, lost, or inconsistently handled, leading to worse health outcomes for employees and increased costs for employers.

What is a Referral Management System?

A referral management system is a digital tool or platform that automates, tracks, and governs the referral process. Within an absence management system like GoodShape’s, referral management is integrated to allow HR teams, managers, and occupational health providers to create, submit, and oversee referrals from start to finish.

A good referral management system typically offers:

• Referral Initiation: Allowing managers or HR to submit referral requests directly within the absence management platform, often triggered by specific absence patterns, conditions, or return-to-work planning needs.
  
  
• Triage and Validation: Ensuring referrals are appropriately assessed and directed to the correct service, whether that is occupational health, mental health support, physiotherapy, or another specialist provider
  
  
• Automated Workflows: Setting clear timelines, actions, and responsibilities for each stage of the referral, with automatic notifications to employees, managers, and health providers.
  
  
• Real-Time Tracking: Providing transparency on the status of each referral, from initial submission to appointment booking and report generation.
  
  
• Secure Communication and Documentation: Managing sensitive medical information safely, and providing a central repository for clinical reports, management advice, and related documents.
  
  
• Reporting and Analytics: Offering insight into referral volumes, outcomes, service usage, and the impact of interventions on absence trends.

Benefits of a Referral Management System in Absence Management

• Faster Access to Support: Employees receive timely interventions, helping to prevent short-term absences from becoming long-term problems.
  
  
• Consistency and Fairness: Every employee is referred using the same criteria and process, reducing the risk of bias or inconsistent management practices.
  
  
• Improved Return to Work Outcomes: By connecting employees to tailored support early, organisations can plan more effective return-to-work programmes.
  
  
• Reduced Administration: Automated workflows and centralised communication significantly reduce the manual burden on HR teams and line managers.
  
  
• Better Compliance and Governance: A clear, auditable trail of all referral activity supports legal compliance with occupational health and employment law requirements.
  
  
• Workforce Health Insight: Data collected through the referral process helps organisations spot wider trends in employee wellbeing, informing proactive wellbeing strategies.

How GoodShape Supports Referral Management

GoodShape’s platform includes robust referral management capabilities as part of its integrated absence management solution. When an employee’s absence record or discussion with a nurse adviser indicates the need for further support, the referral process can be initiated immediately. GoodShape’s technology ensures the referral is triaged appropriately, actioned promptly, and tracked transparently, with all stakeholders kept informed throughout.

In doing so, GoodShape helps businesses not only manage individual cases more effectively but also build a healthier, more resilient workforce over time.