What is an eRequest and how does it work in radiology?
An eRequest is an electronically created and transmitted referral that moves directly from the referring practitioner to the radiology practice at the point of consultation. Rather than relying on paper, fax or email, the referral arrives at the practice immediately, allowing booking staff to contact the patient straight away. The patient retains their referral as required, but the practice is in position to secure the appointment before the patient has had a chance to look elsewhere.
What is the difference between a referral and a request in radiology?
Referral and request are used interchangeably across the radiology industry, but they have distinct meanings under national standards. A referral is a practitioner referring a patient to another practitioner. A request is a practitioner asking for a specific diagnostic service such as medical imaging or pathology. Medical imaging is technically a request. Kestral uses imaging request in our terminology in line with national standards and FHIR eRequesting frameworks. For more information see (blog post that breaks it down really well)
How does online booking work for radiology appointments?
Kestral Online Bookings allows patients with a hard copy imaging request to make their booking enquiry directly through the practice booking page. The patient enters their contact details, uploads an image of their request securely and selects a preferred appointment time. Practices configure which appointment types are available for self-service booking and which are routed to staff for review, giving full control over the booking channel while extending availability outside standard office hours. See https://kestral.com.au/online-bookings/ for full workflow detail.
Can eRequests and online bookings handle specialty or complex appointments?
Yes. Practices can configure Kestral Online Bookings so that preparation-dependent appointments such as MRI or biopsy procedures are routed to staff for manual review rather than automatic confirmation. When requests arrive electronically, booking staff can verify preparation requirements, confirm accurate cost estimates and provide clear instructions before the appointment is locked in. This reduces errors and avoids the downstream problems that come from incorrect bookings.
Why are paper and fax requests a problem for radiology practices?
Paper requests require the patient to physically collect and present the document, creating a gap between the consultation and the booking. Faxed requests are prone to transcription errors and can be misplaced. Email raises data security concerns. None of these methods give the practice a fast, reliable path to securing the appointment, and in a telehealth environment where the patient has no physical document to collect, the problem is compounded further.
How do eRequests support telehealth consultations?
When a request is created during a telehealth consultation, the patient has no physical document to collect. Kestral eRequesting transmits the request electronically to the preferred practice at the moment it is created. Booking staff can reach the patient within minutes of the consultation ending, with a confirmed appointment time already available. The patient receives their appointment details and can reschedule if needed, all without visiting a clinic to collect paperwork.
What are the administrative benefits of online bookings for radiology front desk staff?
Online bookings reduce inbound call volume for straightforward appointment requests, freeing staff to focus on bookings that require clinical review or preparation coordination. Availability extends beyond office hours, so patients can request appointments at a time that suits them without the practice needing additional staffing. Configurable appointment type controls mean complex or preparation-dependent bookings are still managed by the right person, keeping the workflow efficient without removing oversight where it matters.