User Guide

This guide gives you an overview of the ConsultLoop platform. If you have any questions or suggestions, send us a message using the pink chat icon on the bottom right and we’ll be in touch as soon as possible!

Creating a referral

1. Click the New Referral button on the top right of the Dashboard.

New Referral

2. If the referral letter hasn’t already been e-faxed to ConsultLoop by the referring provider, fax the referral letter and any additional documents to 647-689-3089.

3. Enter the patient’s OHIP number (or health card number from another province). If the patient has previously been registered with ConsultLoop, their name and email address and/or cell phone number will appear. Otherwise, enter the patient’s name (required) and email address and/or cell phone number (optional, but recommended). 

newpatient

Choosing a Specialist

The ConsultLoop Directory shows the specialist name, clinic name,clinic location, wait time and information on the types of referrals a specialist accepts.

To explore the ConsultLoop Directory, use the Search Bar on the left to:

 

  1. Sort by Wait Time (time to the next nonurgent appointment)
  2. Sort by ConsultLoop Score (based on how quickly the clinic responds and a referral request among other factors)
  3. Limit the search based on distance from a postal code, entered as A#A #A# (capitals with space in the middle). This will default to the clinic’s postal code.
  4. Search by specialist name, clinic or hospital name, city or town, or type of health condition (or any part there of, e.g.“Toronto Western Hospital” or just “Western”.,

Profile views can be expanded to show the specialist clinic’s exact address, a map view and website link for the specialist if applicable. A link will be posted if a referral form is required (ex: MRI).

specialistresult

The Dashboard

Learn more about the referral states here.

secdashboard

Family Doctor Clinic Dashboard
  • Inbox shows referrals that require action on the part of the referring clinic. This includes referrals that are undocumented, declined, cancelled, and importantly, referrals that are accepted and unconfirmed but the patient must still be notified so they can confirm the time.
  • Outbox shows referrals that have been sent out to the specialist. This includes requested, and accepted – confirmed referrals where the patient has been notified or confirmed being notified via email/text message.
  • Archive allows you to move referrals from your Inbox and Outbox tab to the Archived tab once you have dealt with them. You may add a note to yourself and colleagues in your clinic when doing that, and you may also unarchive referrals. Archiving does not affect the other clinics involved – a referral is archived just for your clinic and the patient can still access information about the referral as before.
Specialist Clinic Dashboard
  • Inbox shows referrals that have been sent to your clinic. They can be requested, accepted – unconfirmed, and accepted – confirmed.
  • Outbox shows referrals that you have declined or cancelled.
  • Archive allows you to move referrals from your Inbox and Outbox tab to the Archived tab once you have dealt with them. You may add a note to yourself and colleagues in your clinic when doing that, and you may also unarchive referrals. Archiving does not affect the other clinics involved – a referral is archived just for your clinic and the patient can still access information about the referral as before.

Referral States

undocumented

Referral letter and documents are outstanding and need to be sent in to ConsultLoop at 647-649-3089. In some instances, it may take two working hours for the faxed document to be associated with the referral.

requested

The referral request and relevant documents have been delivered to the specialist.

acceptedunconfirmed

The referral has been assigned an appointment time by the specialist but this time has not been confirmed with the patient. The patient must be notified. If there is an email address on file, the patient has been sent an email asking them to confirm the appointment details, and it is reasonable to give 48 hours for them to reply before calling.

acceptedconfirmed

The referral has been assigned an appointment time and it has been confirmed either by the patient, or the administrative staff at either the sending or receiving clinic.

declined

The appointment has been declined and a reason for this has been provided by the specialist.

Referrals can be archived at any point, which moves them from the Inbox or Outbox to the Archive tab. You may also unarchive referrals. Archiving does no affect the other clinics involved or the patient – a referral is archived just for your clinic.

Referral View

From the dashboard you can look at the details of a referral by clicking the View button on the right.
Here you can view three different tabs: Details, Documents and Audit Log.

referralview

Details:

Shows the patient, specialist physician/clinic, and other referral information on the left-hand side.
The right side shows events associated with the referral.
From this screen, an appointment can be accepted (and a time entered along with patient instructions) or declined (with a reason given). Read more about referral actions that can be done from this screen.

acceptdecline

If an appointment has already been accepted, you can also mark the appointment as confirmed if the patient has been notified of the appointment time.

confirmbutton

Documents:
Shows the referral letter and other documents. You may print the letter, or save it to your computer to import it into your EMR.
Audit Log:
Shows a log of every time someone looked at the referral or its documents. It helps to support greater transparency in the referral process.

Referral Actions

Referral actions are different based on who is doing them – the referring or receiving clinic – and whether or not the receiving clinic is using ConsultLoop. These will be indicated with a [CL] after the doctor’s name. We will call them CL specialists in contrast to non-CL specialists.

Accept

You may accept a referral, enter a time and for the appointment and provide instructions for the patient that will be sent along with the email notification to them. CL specialists will do this, but if the referral is sent to a non-CL specialist, they will reply in their usual fashion and the clinic that sent the referral will act on their behalf.

Decline

Similar to accepting a referral, this is done by CL specialists or by the referring clinic if it is sent to a non-CL specialist. A reason should be entered for declining the referral.

Decline

Similar to accepting a referral, this is done by CL specialists or by the referring clinic if it is sent to a non-CL specialist. A reason should be entered for declining the referral.

Redirect

If a referral has been declined, you will see a “Redirect” button. This allows you to choose a new specialist for this patient, creating a new referral with the existing referral documents and patient information. The declined referral is then automatically archived.

Confirm

Once an appointment time is entered on ConsultLoop, it is marked as accepted – unconfirmed. The patient will receive an email if one has been registered on the system, and when viewing their referral information they will be asked to confirm it. If anyone has discussed the appointment with the patient directly, they should mark it as confirmed and may enter a note to document how this was done.

Withdraw

This action may only be done by the referring clinic when a referral has been made to a CL specialist and the referral is in the requested state. Once it has been accepted, it can no longer be withdrawn as the referring clinic must discuss it directly with the specialist’s clinic.

Cancel

This action may only be done by the receiving clinic for accepted appointments. The referring clinic will be notified in ConsultLoop. The patient will not be notified by ConsultLoop as it is imperative that the appointment is only cancelled after discussing this with the patient directly.

Reschedule

This action may only be done by the receiving clinic for accepted appointments. The referring clinic will be notified in ConsultLoop. The patient will be notified if an email is on file and will be asked for confirm. We recommend discussing this with the patient directly prior to rescheduling in ConsultLoop.

Commenting

At any point in time a comment may be written about a referral. This comment will be seen by users at both the referring and receving clinic but is not meant to be used to communicate between clinics. The patient cannot see comments but of course they must remain professional as if the patient could see them. Commenting may be helpful to mark down that a voicemail was left with a patient, for example.

Patient Emails

If a patient’s email is registered in ConsultLoop, the platform will automatically send emails to notify them of changes to the status of their referral. At any point they can open a link in the email, enter their OHIP number and view further details about their appointment. The notification emails are sent when:

 

  1. A referral is created, notifying the patient that the process has begun.
  2. An appointment time and instructions are entered for that referral, and the patient is asked to press a button to confirm that they received this and will attend. This includes times when an appointment has been rescheduled by the specialist directly in ConsultLoop.
  3. An appointment has been confirmed so the loop is closed.

This is what the patient email looks like (note there is no personal health information):
patientemail

This is how the patient logs in to view their appointment information:
patientlogin

This is what the patient sees, including the appointment information (the contact info and address for the specialist is cut off), instructions, and a button for them to confirm receiving this information:
patientconfirm

FAQ

Delete/forwarding

How do I change the time of an appointment?

You must notify the ConsultLoop support staff of any changes you would like updated in the system. We will correct it for you. Note that instructions cannot be modified.

How do I update instructions?

Instructions can only be added when the referral is accepted and the appointment time is updated on the system. Futrher information would have to be relayed to the patient by other means (ex: phone).

How do I change the spelling of a patient name or health card number?

Notify our support staff if a name must be edited, or a health card number modified.

How can I save or download a summary sheet of the referral?

When viewing a referral, there is a button on the top right corner that says save/print. Clicking this button will generate a one page pdf summarizing the referral information and a timeline of important events. You can then save it or print it as per your preference.

How can I save or download the referral letter/documents?

When viewing referral documents, Google Chrome will show icons to save and print the documents when your mouse cursor is over the pdf. Use these icons to manage the referral documents.