On Friday 11 September, patients referred through the NHS e-Referral Service (eRS) started receiving updates about their referral via the NHS App, with email and SMS used as alternative channels where needed. This change aims to improve transparency and provide reassurance for patients while they wait for planned care. 

Impact on practices

• No additional action, system changes or new workflows are required. Notifications are triggered automatically through eRS
• Patients will receive: 
  • a notification confirming their referral has been received and is being processed
  • a notification when the receiving provider has accepted the referral
• This may reduce routine patient enquiries about referral progress, although practices should monitor any changes in contact volumes following rollout. 

Actions recommended

• Brief reception, referral and administrative staff on the new notifications
• Ensure staff understand that an accepted referral is not an appointment confirmation; the provider will contact the patient about next steps
• Review existing referral communications and avoid sending duplicate routine messages that could cause confusion. 

Important to note

• Notifications apply only to referrals made through eRS and not to referrals made via local portals, email, letters or self-referral routes
• Existing responsibilities for referrals, urgent pathways and supporting patients remain unchanged

Key point: This is primarily a patient-facing improvement. Practices should raise staff awareness but do not need to make operational or technical changes. 

For further information see the NHS England Primary Care Stakeholders Briefing.