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Processing waitlist entries

PHOXBook pharmacy portal (rx.phoxbook.ca): How to handle waitlist patients when slots become available.

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Written by William

Checking the waitlist

When stock or availability opens up:

  1. Go to Waitlist in the side menu

  2. Filter by the service you want to process

  3. Review the patients waiting, oldest request first

Notifying patients in batch: Notify Next (N)

The main way to work the waitlist is batch notification. The Notify Next (N) button shows how many patients are waiting.

  1. Filter the waitlist by the service you want to notify for

  2. Confirm your available stock (shown in the Stock Panel if stock tracking is on)

  3. Click Notify Next (N). The Notify Patients dialog opens

  4. Choose the service under Select Service

  5. Choose Notify next [n] patients in queue (n starts at the service's Notify Batch Size, 5 by default) or Select specific patients to notify

  6. Check the preview, for example "5 patient(s) will be notified. They will have 48 hours to book.", then click Notify 5 Patient(s)

  7. Each notified patient gets a booking link with a time window to claim a slot. Their entry moves from Waiting to Notified, and a dose is held until they book or their link expires

If stock tracking is enabled, notifications are capped at your available stock so you don't over-notify. If stock tracking is off, you choose the number.

Notifying a single patient

If you only want to reach out to one person (for example, a call-back):

  • Click the bell on the patient's row (Send notification, or Re-send notification). This needs the patient's consent to email or text.

  • Without electronic consent, use Log contact (no electronic consent): phone the patient, then record it in the Log Contact dialog with Log Contact, or Log & Book Now to book straight away. The entry is marked Notified.

Converting to an appointment

When a notified patient clicks their link, they book on the patient booking site, and their waitlist entry moves to Booked automatically. If you're booking them yourself:

  1. Click Book Appointment on the patient's row

  2. The New appointment dialog opens with the patient and only that service, and the line "The waitlist entry is marked booked once this is confirmed."

  3. Choose a time, click Confirm booking, then give the patient the confirmation code from the done screen and click Done

  4. Their entry moves to Booked

If the patient declines or doesn't respond

  • If they decline, use Remove from waitlist, then confirm with Remove & Notify. The patient is told they were removed, by email or text, if they agreed to messages

  • If the booking link expires without use, the held dose is returned to available stock. No one is notified automatically: use Notify Next to offer it to the next patient

Best practices

  • Check the waitlist first when cancellations free up a slot

  • Use Notify Next (N) as the default; it's faster and keeps order fair

  • Keep the waitlist clean: Archive stale entries regularly (Show Archived shows them again, and Unarchive brings one back)

Need help?

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

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