Help and Feedback

We are happy to provide help to you in several ways:

  1. Download our Onboarding Checklist for Family Doctors or for Specialists.
  2. Read our User Guide to get the basics of how to use ConsultLoop.
  3. Find answers to your question in our FAQ below.
  4. Ask us any questions or provide feedback using the pink chatbox on the bottom right. We will answer within minutes and this helps us make ConsultLoop better for you and the patients you help.
  5.  *NEW* – View our Specialist Directory by specialty, including a list of ConsultLoop [CL] specialists.

Frequently Asked Questions

Find answers for common questions about our directory, making and managing referrals, patient communication and referral states. If you don’t see what you need, ask us using the pink chatbox on the bottom right of your screen for an answer within minutes.

Directory

How do I add a doctor or clinic?

Both our website and online user-guide has a pink chatbox on the bottom right that allows you to contact us at any time and get an reply within minutes. Simply use this chatbox to let us know which doctor you’d like to add and we will add them right away, usually within 5 minutes.

How do you get these wait times?

Wait times are updated every two weeks based on real referrals going to these specialists since we know when the referral was made and when the appointment was booked. If we haven’t managed a referral for that specialist yet, the wait time is based on having called and asked what the wait time is for a non-urgent appointment.

How do you get the clinical information?

This information comes from the administrative staff at the specialist’s office. We also asked some specific questions where appropriate for that specialty, such as what hospital an obstetrician delivers at, to give an example. In rare cases, a referral will be rejected because the specialist doesn’t see that issue. We update the description to reflect that.

What if want to add information or suggest a correction?

We welcome and encourage any corrections to be sent to directory@consultloop.com, or through the pink chatbox on the bottom right of this page. We will update it that same day.

Making and Managing Referrals

What does [CL] mean?

When a specialist has [CL] after their name, it means that they use ConsultLoop to receive referral requests and respond to them in ConsultLoop. They will not respond by fax, but will rather respond in ConsultLoop, updating you and the patient (if there is a patient email on file) instantly.

What can I expect if I make a referral to a doc with [CL]?

Doctors with [CL] will reply to the referral using ConsultLoop instead of by fax. This happens quickly, typically within 48 hours. You will get updated as soon as they enter a time, including any patient instructions. If the patient has an email on file, they will be updated as well, and will be asked to “confirm” that they approve of the appointment information.

What can I expect if I make a referral to a doc without [CL]?

Doctors without [CL] are listed on our directory but are not receiving referrals in ConsultLoop. We forward the referral to them by fax, and they reply to the referral in their own fashion, typically by fax back to your clinic in a matter of weeks rather than hours. It is up to you as the referring clinic to update the time and any instructions in ConsultLoop, and this way the patient will be notified of the update by email, and be asked to “confirm” that they approve of the appointment information.

What does “confirming” an appointment do?

When anyone confirms an appointment, the referring doctor’s office, the receiving doctor’s office and the patient are all notified. If someone speaks with the patient and tells them about the appointment time, they should click “confirm” under the referral view screen and can add a quick note that the doctor’s offices will see (but not the patient). An example of this is “Spoke with patient by phone”.

What do I need to know about the inbox (for clinics making referrals)?

The inbox shows referrals that require you to act on them. For referring clinics, this includes referrals that are “undocumented”, “booked – unconfirmed” and “declined”. “Undocumented” referrals do not yet have the referral letter and accompanying information. It is a reminder for your to resend it, though it may take a couple of hours to be processed on our end. “Booked-unconfirmed” appointments have been given an appointment time by the specialist, but the patient has yet to confirm being notified, so the family practice must contact them. If the patient has an email on file it is appropriate to wait up to 48 hours for them to confirm. “Declined” appointments can be managed as you see fit, generally by creating a new referral from the beginning. For more information, you can view the section explaining referral states.

What do I need to know about the outbox (for clinics making referrals)?

The outbox shows referrals that you are waiting to hear back on. This includes referrals that are “requested” and “accepted-confirmed”. “Requested” referrals have been sent to the specialist and are awaiting a reply. It is up to you to determine when you should follow up with the specialist’s office, and you may sort the referrals by when they were made by clicking on the title at the top of the colum. “Accepted-confirmed” referrals have been accepted by the specialist and the patient has confirmed the appointment time. You may choose to archive it at this point, though many practices will only archive it once the consult letter has been sent back to your office (not on ConsultLoop). For more information, you can view the section explaining referral states.

What does archiving do?

When you archive a referral, you remove it from the inbox or outbox and put it in the archive. It is a way to keep you inbox and outbox clean so you can quickly see what you need to do without the clutter or resolved referrals. You can also add a comment when archiving a referral and can unarchive at any time. It only appears in the archive for the users at your clinic. It doesn’t affect the other clinic or the patient in any way.

What does the audit log show me?

The audit log is a requirement of Ontario’s patient privacy standards. However, we give you access to the archive so you can see who has viewed the referral and when, and who created it, confirmed the time, etc. This can be particularly helpful if you ever need to troubleshoot a referral or receive an inquiry from patient regarding the referral.

Patient Communication

How does patient “confirmation” work?

An appointment can be confirmed in one of two ways. First, the patient can confirm it when viewing the appointment details after an email notification. The second way is that a user at the referring or receiving clinic can mark it as confirmed to indicate that they notified the patient and the patient received all the appointment information directly from them.

What about patient instructions?

Any patient instructions entered by CL specialist or received by fax from non CL specialist can be entered on platform for patients to view via email. With optimal use the goal is for the patient to never require telephone contact as this is often the most time consuming step.

What notifications do patients get?

Patients are notified via email with every change in referral state. With referral initiation patients are provided with the specialist location and contact information. As soon as the referral is accepted and an appointment time assigned, patients will be asked to “confirm” this appointment which will update the referral state to “confirmed”.

How does patient “confirmation” work?

An appointment can be confirmed in one of two ways. First, the patient can confirm it when viewing the appointment details after an email notification. The second way is that a user at the referring or receiving clinic can mark it as confirmed to indicate that they notified the patient and the patient received all the appointment information directly from them.

Referral States

What does “Undocumented” mean?

“Undocumented” means a referral was entered on ConsultLoop but we have not yet received the faxed or e-faxed referral letter and any accompanying imaging/labs.

What does “Requested” mean?

“Requested” means ConsultLoop has received referral letter and you are now waiting for a response from specialist.

What does “Accepted - Unconfirmed” mean?

An appointment time has been assigned but the patient has not yet confirmed that appointment either by email or direct telephone communication.

What does “Accepted - Confirmed” mean?

The patient has confirmed the appointment either by email or direct telephone communication.

What is the difference between “Cancelled” and “Withdrawn”?

The referring clinics can withdraw an appointment that is in the requested state but is no longer needed (only for referrals to specialists with [CL] that are receiving referrals in ConsultLoop. The clinic that is receiving a referral can cancel it once it has been accepted. In both cases, the clinic must ensure that the patient has been made directly aware of this. The other clinic will be updated in ConsultLoop.