This article details the process of managing your waitlist, and explains how to add, edit and remove patients off the waitlist. The Waitlist feature is in the Bookings section of Practice Admin.

If you would like access to the Waitlist Feature and cannot see it under the Bookings section in Practice Admin, please contact your CSM to discuss activating it.

Contents

Adding Patients to the Waitlist

Editing Patients on the Waitlist

Deleting Patients off the Waitlist

Adding Patients to the Waitlist

Adding patients to the Waitlist via Practice Admin

To add a patient to the Waitlist from within Practice Admin, navigate to the Waitlist section. In the top right, there is a button for adding a new patient to the waitlist.

Clicking this button opens the patient waitlist entry modal, which is the same as the one a patient sees if they add themselves to the waitlist.

You are then able to fill in a number of questions regarding the entry, including the patients name and contact details, the type of appointment they want to have, the practitioner they wish to see (if they have a preference), any additional notes you'd like to add for triaging as well as what days and times they are available.

Once you have filled in these details, you can click save to create a waitlist entry.

Allow patients to add themselves via the Healthengine Marketplace

There is a setting that allows patients to add themselves to the Waitlist, which can be toggled on or off in Practice Admin. The default setting is OFF, meaning patients can't autonomously add themselves to the Waitlist without your practice first enabling this setting.

When the setting is ON, there are various Waitlist entry points that can be found on your Healthengine Profile and within your Practice's booking form that encourage a patient to add themselves to a Waitlist slot if no suitable time is available.

To activate this setting:

• Within Practice Admin, go to Bookings > Waitlist > Preferences
• Under the Patient Access section, turn the toggle ON to allow patients to add themselves or OFF to stop them from adding themselves

Adding patients to the Waitlist via the Healthengine Marketplace

If the patient access preference is turned on, various entry points for a patient to add themselves to the waitlist are added to your Heathengine profile and booking form. You can also fill this in on their behalf from within this page.

Patients can see options to join the Waitlist from the following web locations, as well as from within the app:

• The appointment time selection page in your practice's booking flow when a patient clicks the "See all appointments" button 

• The appointment time selection page in your practice's booking flow when a patient hasn't selected a time 

• Your website widget booking page

When a patient clicks on the waitlist button, they are taken to a page that allows them to add their details and submit a waitlist request.

When a patient clicks on the waitlist button, they are taken to a page that allows them to add their details and submit a waitlist request. To see more about the patient experience, visit our Waitlist - The Patient Experience article.

Editing Patients on the Waitlist

Editing patients to the Waitlist via Practice Admin

Within the Waitlist page in Practice Admin, there is a button on the right of the table with 3 dots that allow you to complete further actions on a single Waitlist request entry.

If you wish to edit an entry, click this button and then edit. You are then able to update any of the fields associated with this patient's Waitlist request. The patient is not informed if their entry is updated or any details changed.

Deleting Patients off the Waitlist

Deleting patients to the Waitlist via Practice Admin

Within the Waitlist page in Practice Admin, there is a button on the right of the table with 3 dots that allow you to complete further actions on a single Waitlist request entry.

If you wish to delete an entry, click this button and then delete. You will be prompted to confirm if you wish to delete this request. This action cannot be undone, and you will need to create a new waitlist entry for this patient if they wish to be re-added to the waitlist. The patient is not informed if their entry is removed.

Expiry date for Patients on the Waitlist

When submitting a waitlist request either via the Practice Admin page or from the patient form, there is a field to fill in regarding when the patient would like to be removed from the Waitlist. This is normally filled in if a patient only has a short window they'd like to be contacted for an appointment in, such as when they have already booked an appointment but would like to be contacted if something comes up sooner.

If the nominated expiry date passes, then the patient record is removed from the Waitlist page in Practice Admin automatically.

Additionally, all waitlist requests expire 6 months post submission to ensure the waitlist is up to date.