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Adding patients to waitlist

PHOXBook pharmacy portal (rx.phoxbook.ca): How to add patients to the waitlist when no appointments are available.

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Written by William

How patients get on the waitlist

Patients are added to the waitlist during a booking attempt when the service they want has no current availability. There is no standalone "Add to Waitlist" form in the pharmacist portal; it's always part of the booking flow.

Two paths put a patient on the waitlist:

1. Patient booking site (patient self-serve)

  1. The patient opens your pharmacy's booking link (for example https://<your-store>.phoxbook.ca, or your store's page on your group's /locations site). Find your link in Settings → Booking link and QR code

  2. They select a service that is waitlist-only at your pharmacy

  3. The booking flow offers Join waitlist

  4. The patient provides contact info and is added

2. Pharmacist portal (you book on their behalf)

  1. Open the New appointment dialog from the calendar-plus button in the header or the Dashboard card

  2. Enter the patient and tick a service marked Waitlist · 18 of 20 (waitlist-only at your pharmacy), then answer its questions

  3. Click Continue to contact and consent. There is no Time step when every chosen service is waitlist-only

  4. Enter the email or phone and read the consent to the patient. The rail and the line under the consent boxes say whether waitlist updates will go by email, by text, or not at all

  5. Click Add to the waitlist

  6. The done screen shows the patient's waitlist position and whether a waitlist confirmation will go by email, by text, or not at all. Click Done to close the dialog

If you also tick a service that can be booked, that service is booked at the time you choose and the waitlist-only one goes to the waitlist; the done screen shows both. When the waitlist is full, Add to the waitlist is greyed out with the reason. A waitlist entry is for one service: if every chosen service is waitlist-only, keep one of them on this booking and add the other separately (a family can still join the same service together). See Booking a new appointment for the whole dialog.

What happens next

  • The patient appears in the Waitlist page for that service

  • Status is set to Waiting

  • They'll be notified when you send booking links (see Processing Waitlist Entries)

Tips

  • Confirm the patient's email or phone and their consent; that is how they will get their booking link when a slot opens

  • Check the Waitlist regularly and use Notify Next when doses are available

Need help?

Open the Help Center from the ? icon in the header, or press Shift + ? for keyboard shortcuts.

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