Why you can't see the patient's details yet

The secure link in a referral email opens a page titled New Referral for You (some emails link straight to the referral in your inbox instead). It names the referring provider, the reason for the referral, and when it was sent. It does not name the patient: the link travels by email, and a forwarded email must never expose patient information.

Select Sign in to view referral, or View Referral if you are already signed in. The referral opens in your account, where what you see is decided by consent.

Every referral carries a consent record, and how it was sent decides who gives that consent.

Direct referrals open right away. The referring practice confirms consent on the patient's behalf as part of sending, so the referral is in your Received inbox with the patient's name and contact details from the moment you sign in.

Choice referrals wait for the patient. On a Patient Choice referral (Owner Choice for veterinary, Choice for the General category), the patient opens their own secure link, accepts a consent disclosure, and picks which practices see the referral. It reaches you when the patient shares it with you, or when the referring practice shares it on their behalf. The details arrive with it.

Syncroly does not show a receiving practice a partial record while consent is pending. A Choice referral the patient has not yet shared with you does not appear in your Received inbox and has no page in your account. There is no setting that reveals it early.

If the referring practice tells you a referral was sent and you cannot find it, it is usually a Choice referral the patient has not acted on yet. That practice can see whether the patient has opened their link, so calling them answers it fastest. The checklist in Your received inbox, and finding a referral you can't see covers the other reasons.

A patient can read the consent disclosure and choose not to accept it, or never open the link at all. Either way no patient information moves: the referral does not reach your inbox, and Syncroly does not notify you. From your side, a declined disclosure looks exactly like one still waiting.

The referring practice sees the stalled referral and can follow up with the patient. If the patient decides to proceed later, the referral arrives for you the moment they consent and share it.

On a Choice referral sent to several practices, one practice wins the booking. When it is not yours, the referral stays in your inbox marked Booked elsewhere and the patient's identity is partly withheld: the first name stays, the surname collapses to an initial, and the email, phone, and date of birth are hidden. In their place the page says Contact details hidden.

The referral reason, notes, and clinical details stay readable. Mark contacted and Mark booked are withheld, because there is no longer an appointment for you to arrange. If the booking is undone, the patient's full details return and you can arrange a booking again.

Only a booking with another practice hides details this way. A referral marked Needs follow-up keeps its full details: that state means the referral went quiet, and your outreach can still rescue it.