Shetland have adopted a 5 step process to help with handling referrals which has resulted in positive feedback from staff and users. The five-step triage process provide a way to work through waiting lists while keeping flexibility, putting more onus onto the client to get more information. A big part of the change has been about bringing in a culture change, moving away from waiting on providing everyone with a specialist occupational therapy assessment, and instead to see how else they can be supported. The team at Shetland have been able to cut their waiting list down from 100 to 20 and has received positive feedback from users.