Enable and manage the Waiting List so patients can request unavailable dates and automatically be matched when an appointment becomes available.
Permissions
You must have access to System Settings to enable the Waiting List module.
System Settings: How to Enable the Waiting List
- Go to Settings
- Under System & Company Settings, choose General
- Select Modules
- Open the General section
- Locate Waiting List
- Set to Enabled
- Click Save
How to Add a Patient to the Waiting List
- Select the Waiting List icon
- Choose +Add Patient to Waiting List
- Complete the relevant details:
- Patient
- Practitioner
- Clinic
- Schedule Type
- Product/Service
- Complaint
- Preferred Time
- Priority
- Time: Any Day, Specific Day, or a Date Range
- Memo
- Click Save
How to View and Filter the Waiting List
- Select the Waiting List icon
- All active waitlist entries will display
You can filter results using:
Basic Search
- Clinic
- Practitioner
- Schedule Type
Advanced Search
- Practitioner
- Patient Name
- Patient Name Sounds Like
- Patient HC #
- Patient Phone
- Schedule Type
Select Search to apply filters
You can display results in:
- Card View
- List View
Sort results 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
When to Use This
Use the Waiting List when:
- A patient needs an appointment on a date that is fully booked
- A patient requests a specific time range or practitioner that is unavailable
- You want to automatically fill cancellations with qualified matches
Avoid Common Issues
- Module Not Enabled: The Wait List will not appear unless it is enabled in Modules.
- Mismatched Criteria: Only patients whose selected clinic, practitioner, service, and time preferences match the opening will appear.
- Booking Notifications: 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