Waitlist

The waitlist feature allows providers to:

Maximise utilisation - offering appointments as they become available.
Capture demand - showing how many people are still interested when current availability is full, aiding future capacity planning.
Manage expectations - Clients are informed that, while they are not guaranteed an appointment, they will be notified if an appointment becomes available.

Enabling a waitlist for a programme applies it to all programme groups by default. You can disable individual groups if required.

How to enable a programme waitlist

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Waitlists > select Enable. This adds all programme groups to the wait list.

How to disable individual programme groups from a programme waitlist

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Groups > select Open beside the relevant programme group.
Click Edit group configuration > select No for the option Waitlist enabled?

What happens when a waitlist is enabled?

Clients will be presented with a Join waitlist option if no appointments are available for the enabled programme group.
Clients will be notified if an individual appointment becomes available in their chosen location(s).
Clients will be notified if additional dates become available in their chosen location(s).

To avoid sending inappropriate notifications during administrative changes, a 15-minute delay is applied before notifying clients when appointments become available.

How to add a client to a programme waitlist

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Waitlists > Add new waitlist entry.
Select the appropriate tab to add a registered or unregistered client
Add the required details > select the group(s) the client wishes to be added to the waitlist for.
Click Create.

How to change a client’s waitlist preferences

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Waitlists.
To the right of the client’s name, click Edit.
Add or remove locations as required > click Update.

How to remove a client from a programme waitlist

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Waitlists.
To the right of the client’s name, click Delete.
On the confirmation window, click Confirm.

Clients are automatically removed from the waitlist when an appointment is booked.

Managing waitlists

To prevent new clients from joining the waitlist while still supporting those already on it, you can choose to Disable the waitlist.

This allows you to maintain communication with current participants and consider re-engagement opportunities when the programme concludes.

How to disable a programme waitlist

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar, select Waitlists > click Disable.

How to notify clients when a programme waitlist is closed

From the top bar, click on More > select Programmes > click on the relevant Programme name.
From the left side bar > select Waitlists > click Disable.
Click Remove all entries to send an email notification that the programme and waitlist have closed.

Provider Guide: Client-Managed Waitlist Preferences

When waitlists are enabled, clients can manage their own waitlist preferences, including joining, leaving, and updating their information.

How a client can join a waitlist

During the initial booking process, opt to Join waitlist for locations with no available appointments.
By logging in to their online account and following the steps below:
- Select Upcoming appointments > select Cancel.
- Select Confirm & join waitlist > Select the location(s) they want to be on the waitlist for > click Next.
- Check all details are correct > click Confirm.

How a client can update their preferred locations

Clients are not currently able to update their own preferred location; this functionality is coming soon.

How a client can leave a waitlist

Upon receiving an appointment offer, click the email link to leave the waitlist.

- Log in to their account > select Profile > click on Waitlists > select Leave waitlist.
- Contact their health care provider to request removal.