How should CHWs monitor and follow up with clients after a referral?

• A. Cancel appointments if client misses once.
• B. Only document outcomes without follow-up.
• C. Confirm appointment, set reminders, check barriers, document outcomes, and adjust plan as needed.
• D. Refer to another service without checking access.

Answer: (C)

Following up after a referral is about proactive, coordinated care that helps ensure clients actually access services and benefit from them. Begin by confirming the appointment date, time, and location so there’s no confusion. Then set reminders—phone calls, texts, or in-person prompts—to help the client remember. While following up, explore any barriers that could hinder attendance or engagement, such as transportation, childcare, cost, language needs, or stigma, and work with the client to find practical solutions or connect them to supports. Document the outcomes clearly: whether the appointment occurred, what services were received, any feedback from the client, and what referrals were completed or what plans were made. Use this information to adjust the plan as needed, which may involve rescheduling, addressing new barriers, or linking to additional resources or follow-up contacts. This approach strengthens continuity of care, builds trust, and improves linkage and adherence.