Page 17 - Part B

Information, Advice or Guidance

Referral good practice

Successful referrals should always begin by following these basic principles:

• Recognising the need for a referral

As mentioned previously, this could be for a number of reasons - for
example, where the advisor approaches the boundaries of their expertise or
knowledge. It is good practice for the advisor to be aware of other agencies
in the area, or other agencies that provide complementary services, and to
network with these through regular visits and contact.

• Raise the issue of referral with the client

Ensure the client is aware of your need to signpost or refer them and explain
the reasons why you feel it is appropriate to do so. Providing the client with a
copy of your signposting and referral guidelines would help them understand
the process. Where there are multiple organisations that can provide help
and guidance, it is important to allow the client to pick the option they
prefer. They should be given enough information about all the available
organisations to make an informed choice. It is very important to get your
client’s consent before continuing with the process.

• Speak with the referral organisation

Speak with the referral organisation after securing your client’s permission
and give them a full brief regarding the client’s requirements and why you
feel you need to refer. Ensure you maintain confidentiality, as highlighted
in Unit 2. Make sure a firm appointment, with a named contact, has been
made. Make sure the client understands the new organisation’s remit, the
appointment time and contact details. Ensure that referrals are only made to
organisations that are able to demonstrate they have a clear commitment to
equality and confidentially.

• Follow up the referral.
Follow up the referral to ensure the client’s needs have been met and to see
if there are any opportunities for you to develop as an individual or as an
organisation.

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