Deceased patient referral management - NHS e-Referral Service

The NHS e-Referral Service (e-RS) has been designed to allow a quick and simple process for the cancellation of referral requests, in the event that a patient dies before they complete their referral pathway.

Referrers are responsible for cancelling the patient’s referral request in e-RS, as soon as possible after they have been informed of the patient’s death.

When a referring organisation has been informed of a deceased patient, they can cancel their referral request in e-RS as shown below:

Step 1: Select an active UBRN in the patient activity list.

Step 2: Clicking on the UBRN will display the Referral summary screen.

Step 3: Select Cancel referral from the Select action button.

Step 4: Add reason of 'Referral no longer needed' and type information in the reason for cancellation comments free text box and select 'Continue'.

Step 5: A confirmation screen will appear asking you to confirm your action.

Step 1: Select an active UBRN in the patient activity list.

Step 2: Clicking on the UBRN will display the Referral summary screen.

Step 3: Select Cancel appointment from the Select action button.

Step 4: Add reason of 'Referral no longer needed' and type information in the reason for cancellation comments free text box.

Step 5: A confirmation screen will appear asking you to confirm your action.

If a provider has cancelled the referral request, this will appear on the Assessment returned/Cancelled/DNA worklist with a referral status of cancelled UBRN. 

To remove this from your worklist:

Step 1: Click on the UBRN.

Step 2: Select the Remove from worklist action button.

Step 3: Select Continue anyway on the following screen.

Step 4: Remove the referral from the worklist by selecting Remove referral button.

When a provider organisation uses the change appointment date/time, change service or request admin to rebook options and the appointment is cancelled, the referral will still be in an active state on the Appointments for Booking worklist. This will ensure that patients still requiring treatment will not be missed. 

It is the provider's responsibility to ensure that the request has been cancelled on the appointments for booking worklist in the event that the patient has died. 

If this action is not completed in a timely manner, an automatic reminder letter is sent to the patient's address for them to book an appointment.

Below are the instructions for the full cancellation of a patient's request. 

Cancelling the request

Step 1: Select the UBRN from the Appointments for Booking worklist.

Step 2: Click on the actions and select Cancel Request.

Step 3: Add reason of 'Referral no longer needed' and type information in the reason for cancellation comments free text box. This will cancel the referral and remove it from the Appointments for Booking worklist.

Step 1: Search for the patient in the Patient Enquiry.

Step 2: Click on the UBRN and select Cancel Appointment from the Actions dropdown options and select proceed when the warning message appears.

Step 3: Add reason of 'Referral no longer needed' and type information in the reason for cancellation comments free text box. The 'Cancel Appointment Request' checkbox is greyed out but will appear to be selected. Select 'Yes' to the warning message. This will cancel the referral (and the request).

After you have completed these steps you will see the below confirmation:

Please read our guidance on e-Referral set-up which provides advice and information for setting up e-Referral processes and systems; these processes and systems must follow the requirements set out in the Medical Certificates of Cause of Death (MCCDs) guidance and guidance regarding notification to coroners. 

If you are experiencing issues related to the cancellation of a deceased patient's referral, then please contact the patient's GP practice.