Member Referrals
Table of Contents
The Member Referral process is a critical action step within the PCHI Pathways, designed to bridge the gap between identifying a risk and securing a solution. When a CHW identifies a need—such as housing, food, or medical care—this workflow allows them to document and share resource details directly with the member in real-time.
Completing the referral fields within an activity doesn't just record data; it triggers automated communication that ensures the member has all the information necessary to take their next step towards receiving care.
Automated Member Referral Emails
When a CHW completes the required referral fields (such as Resource Name, Contact Information, and Appointment Details), Pear Suite automatically generates and sends an email directly to the member. This ensures the member has a digital "take-away" of the referral.
Tracking and Updating Referrals
Within the member’s profile, the Referral Section provides a comprehensive log of all support shared to date. This centralized view allows users to:
Monitor Status: Gain immediate visibility into whether referrals are In Process, Successful, or Rejected.
Update Outcomes: As members provide updates on appointment results or service access, users can update the referral status to ensure the digital record reflects the member's real-world progress.
A global list of all referrals shared with members, categorized by Specific Need (e.g., Housing, Food, or Transportation), can be found on the External Resources tab.
Customizing the Referral Template (Admin Only)
To ensure members know who the information is coming from, referral emails include a standardized signature. Organizations should customize these details to reflect their specific branding and contact points.
To update your organization's signature:
Navigate to the Organization tab.
Locate the fields: Customer Facing Organization Name and Organization Phone Number.
Enter the preferred name and phone number as you want them to appear to members.
Scroll to the bottom of the page and click Update.
Once updated, these details will be automatically applied to all future referral emails sent by any CHW within the organization.
