Starting Monday, we’re consolidating referral intake from three specialties into a single Epic work queue with a 24‑hour review SLA. For those who’ve rolled this out, what tripped you up with handoffs and after‑hours coverage, and how did you keep referring offices updated without creating more In Basket noise?
We stopped the 8pm hot-potato by making “owner by” required and auto-routing untouched items at 6p to an after-hours pool tied to @AccessOps on-call; for updates, we only send one templated status to the referring office on change (“received,” “need info,” “scheduled”) so there’s no In Basket blizzard. Caveat: keep the after-hours protocol super narrow (no clinical triage) — do you already have the on-call mapped to the WQ?
With a single Epic work queue and a 24‑hour SLA, our biggest fix was a tiny SmartForm at handoff that forces “what’s missing” plus a “next touch by” timestamp right on the referral — cut the ping‑pong a lot. For referrers, we killed ad‑hoc In Basket pings and send one status‑change digest (“needs records,” “scheduled,” “unreachable”) once daily — , anything more becomes spam. Do you have central triage close the loop, or does specialty take outreach after 5p, @nathaniel_f83?