Your received inbox, and finding a referral you can't see

In the sidebar, open Referrals, then the Received tab. Referrals sent to your practice land here, sorted into trays by what each one needs next: Needs you, a tray for referrals waiting on the patient to book, Booked, and Gone quiet for anything quiet for more than 60 days. Each row shows the patient, the practice that sent it, the reason, your practice's status for it, the next step, and the date it reached you. A row marked New is one nobody at your practice has opened yet, and the count on the sidebar's Referrals entry is the same number.

Opening a referral is what marks it as seen. There is no separate mark-as-read action.

When your practice assigns referrals, a row also names the provider who has it, or says Unassigned. A referral addressed to a colleague by name stays new for them until they open it themselves, even if someone else at the practice has seen it.

Both practices look at the same referral, but the sender tracks whether the patient acted while your inbox tracks what your practice has done. The sender's screen can say one thing while yours says another, and both are right.

Your side uses six words:

• New: nobody at your practice has opened it.
• Open: someone at your practice has opened it, and the next move is still yours.
• Contacted: your practice recorded that it reached out to the patient. Another practice's outreach never shows here.
• Booked: the appointment was booked with your practice.
• Booked elsewhere: the patient booked with another practice on the same referral. Contact details are withheld unless the booking is undone. See Why you can't see the patient's details yet.
• Needs follow-up: the referral has had no activity for 14 days. It is a prompt to act, not a dead end: reaching out can still rescue it. Contact the patient, then select Mark contacted.

Every active referral sits in a tray. Booked and Gone quiet show their newest three, with Show all for the rest. The quick filters above the list narrow it: All, or Needs you for the referrals waiting on your practice. When rows name who has them, Unassigned joins them, and for providers, Assigned to me.

The search box above the list matches the patient, the referring practice, and the reason.

Practices with more than one team member also get a Received by filter, for anyone whose inbox shows the whole practice. Checking a name narrows the list to referrals that person received.

Archiving takes a referral off your practice's Received list only. Read Only members can see archived referrals but can't archive or unarchive them.

Archiving tidies a referral away without deleting anything. On a referral's detail page, the ... menu holds Archive; an archived referral leaves the active list and its detail page carries an archived notice, with Unarchive in the same menu. To archive several at once, use the list:

To see what has been archived:

In the archived view the quick filters and the By next step sort do not apply: archived referrals show in one list, in every status, and an archived referral is never counted as new.

A practice that sent you a referral can withdraw it. After that, nobody at your practice can open it, its messages, or its files, and it leaves your trays and your search. A Referral withdrawn line at the top of the list stands in for it, showing who sent it, when, and when it was withdrawn. It names no patient and gives no reason, and opening it shows the same. If you have questions, contact the practice that sent it.

The line stays until your practice archives it:

An archived line shows in the archived view, with Unarchive to bring it back.

When someone tells you a referral was sent and your inbox disagrees, it is almost always one of four things. Work down the list: