By NAHEEM NOAH

A Call from the Black Hole

Three months into building Carenector’s facility-to-facility platform, I got a call that crystallized everything wrong with healthcare referrals. A hospital social worker, who was already using our individual patient platform to help families find care, had been trying to coordinate an institutional placement for an 82-year-old stroke patient for six days. She’d made 23 phone calls. Sent 14 faxes. The patient was medically cleared but stuck in an acute bed costing $2,000 per day because no one could confirm which skilled nursing facilities had open beds, accepted her Medicaid plan, and had stroke rehabilitation capacity.

“I love what you built for patients,” she told me, “but when I need to do a facility-to-facility transfer, I’m back to faxing. Can’t you fix this workflow, too?”

She wasn’t wrong. We’re in 2025, and despite billions poured into health IT and breathless AI promises, referring a patient often feels like stepping back into 1995. Earlier this year, THCB’s own editor Matthew Holt documented his attempt to navigate specialist referrals through Blue Shield of California. The echocardiogram referral his doctor sent never arrived at the imaging center. When he needed a dermatologist, his medical group referred him to a provider who turned out not to be covered by his HMO plan at all. “There is a huge opportunity here,” Holt concluded after his odyssey through disconnected systems, “even though we’ve got now a lot of the data…to integrate it and make it useful for patients.”

Clinicians make over 100 million specialty referrals annually in the U.S., yet research shows that as many as half are never completed.

Here’s what we’ve learned after a year of operation: we built a consumer-facing platform that helps individuals and families find care providers matching their needs, insurance, and location—it now serves over 100 daily users, including patients, social workers, and discharge planners. But solving individual care searches is only half the battle. The institutional referral workflow—hospital to skilled nursing facility, SNF to rehab center, clinic to specialist—remains trapped in fax machines and phone tag because no one redesigned the actual coordination process.

That’s what we’re building now. And the question haunting us isn’t why we don’t have better tools? It’s why billions in AI investment left the institutional referral workflow virtually unchanged?