When this happens
During the eligibility check, the system looks at the client’s details against the configured rules for potential receiving organisations (e.g., age range, location/coverage, service scope) and also checks current capacity limits. If no organisation qualifies, the referral is blocked before the questionnaire is completed.
What the system does automatically
- Prevents sending the referral to ensure the problem is surfaced and resolved.
- Notifies the administering organisation that no eligible recipient was found, so they can review supply, capacity, or configuration. This is known as a Gap in service.
What you should do next
Follow these steps to resolve the situation and keep the referral moving:
- Re‑check your client details against common rules
Make sure nothing is missing or incorrect. - Don’t try to bypass eligibility
It can be tempting to amend details to make an organisation appear eligible. Don’t. Eligibility rules exist for safeguarding, funding, and capacity reasons. Incorrect details will likely lead to a declined referral later and may cause delays for the client. - Contact organisations directly (if appropriate)
Use the directory contact details for organisations you commonly refer to. Explain the client’s situation; if the problem is capacity, some providers may be willing, in exceptional circumstances, to adjust settings temporarily and accept the referral. - Tell your administrators
Although admins are automatically notified by the system, it helps to proactively flag urgent cases. They can investigate configuration, expand coverage, or onboard additional organisations to meet demand. - Document your actions
Add a brief note on the client record summarising what you checked and any contacts you made. This supports continuity of care and helps colleagues pick up the thread.
FAQs
Can I send the referral anyway?
- Not until an eligible organisation becomes available. Reach out to resolve the problem before proceeding. If in doubt, contact your system administrator.
Who can change the rules for service availability?
- System administrators manage configuration and onboarding. Standard system users cannot override eligibility.
Good practice
- Keep client details current to avoid unnecessary eligibility failures.
- Use clear, factual language when contacting organisations; include age, location, and issue details so they can quickly assess eligibility.
- Record outcomes in a client note for transparency and handover.