Enable and manage the Waiting List so patients can request unavailable dates and automatically be matched when an appointment becomes available.
When to Use This
Use this guide when you'd like to:
- Set up the Waiting List
- Add someone to the Waiting List
- Review the Waiting List
Permissions
You'll need access to Settings > System & Company Settings > General to enable to Waiting List module.
Contact your clinic administrator if you don't have the required access.
Instructions to Enable the Waiting List Module
- Go to Settings
- Under System & Company Settings, choose General
- Select Modules
- Go to the General section
- Find Waiting List and set to Enabled
- Click Save
How to Add a Patient to the Waiting List
- Select the Waiting List icon
- Click +Add Patient to Waiting List
- Enter in any relevant details regarding the Wait List request.
Not all of fields need to completed.
- Patient
- Practitioner
- Clinic
- Schedule Type
- Product/Service
- Complaint
- Preferred Time. Choose between:
- Anytime
- Morning
- Afternoon
- Evening
- Priority. Choose between:
- Low
- Normal
- Urgent
- Critical
- Time. Choose between:
- Any Day
- Specific Day
- Date Range
- Memo
- Click Save
How to View and Filter the Waiting List
View the Waiting List
-
Select the Waiting List icon
- Review the active Waiting List entries
Filter the Waiting List Results
Basic Search Filters
- Clinics
- Practitioner
- Schedule Type
Advanced Search Filters
- Practitioner
- Patient Name
- Patient Name Sounds Like
- Patient HC #
- Patient Phone
- Schedule Type
Click Search to apply filters when using the Advanced Search
You can display results in:
- Card View
- List View
Sort results by using Order By:
- Creation Date
- Requested Date
- Priority
How to Book a Patient from the Waiting List
When an appointment is cancelled, matching patients from the Waiting List will automatically appear.
Option 1: Select a Patient
- Review the list of matching patients
- Select a patient from the list
-
Click Rebook Selected Appointment
Option 2: Notify All Matching Patients
Select Send email notifications to all Patients on the waitlist about this opening
This sends an email to all patients whose criteria match the available appointment and directs them to the Patient Portal to book the spot.
Depending on your booking settings, new appointments may require approval before they are confirmed.
Result
- The selected patient is booked into the cancelled appointment slot
or
- Matching patients are notified and can book through the Patient Portal
Existing waitlist entries remain unchanged. When openings occur, only patients whose criteria match the appointment will appear. Results are prioritized by:
- Date the request was submitted
- Urgency or priority level
Things to Know
- The Waiting List will not appear unless it is enabled in Settings > System & Company Settings > General > Modules
- Only patients whose selected clinic, practitioner, service, and time preferences match the opening will appear
- If appointment notifications are enabled, booking a patient from the popup will trigger the standard confirmation email.
Troubleshooting
The Waiting List option is not visible.
Confirm the Waiting List module is enabled under Settings.
No patients appear after a cancellation.
Verify that waitlist entries match the clinic, practitioner, service, and time of the cancelled appointment.
Patients are not auto confirmed after notification.
Check whether appointment approval is required in your booking settings.
Frequently Asked Questions
Is a patient automatically booked when selected from the popup?
Yes. Selecting a patient from the waitlist popup immediately books them into the available appointment slot. You may also choose to contact them first and book manually.
If booking notifications are enabled, the confirmation email will send automatically.
How do patients join the Waiting List from the Patient Portal?
Patients can join the Waiting List after selecting a specific date that has no available appointments.
When no results are found, they can select Add Me to the Waitlist and complete the confirmation screen.
Because patients must first choose their clinic, practitioner, and service before viewing availability, those selections are automatically included in their waitlist request.
What are the defined timeframes?
- Morning: 12:00 AM to 11:59 AM
- Afternoon: 12:00 PM to 5:59 PM
-
Evening: 6:00 PM to 11:59 PM