Waitlist Management

Waitlist Management is enabled by default and is available for use in any org where Health Cloud is enabled.

Waitlist Management supports appointments with single providers out of the box. It doesn't support multiresource, multistep, or recurring appointments out of the box.

Example of the Waitlist Management User Experience

Charles Green has an appointment for knee surgery in three months time. This is the earliest time available. He requests an earlier appointment if possible. His customer care rep adds him to the waitlist for knee surgeries at Hospital A. The customer care rep creates a waitlist participant record for Charles. This record specifies the waitlist participant status (Unassigned) and work type (Knee Surgery).

One month passes and Charles reaches the top of the waitlist. A knee surgery appointment due to take place at Hospital A is canceled. Charles receives an email that invites him to accept this appointment. However, he doesn’t see the email in time. When he views the appointment details via Hospital A’s patient self-scheduling portal, he sees that his invitation has expired. Meanwhile, the next patient on the waitlist receives the appointment invitation and they accept it.

Charles still has his original appointment, but it’s two months away.

Two weeks pass and fortunately for Charles, another knee surgery appointment is canceled. He receives an email invitation again, and this time he confirms the appointment within a couple of hours. He’s now set for knee surgery six weeks earlier than his original appointment, which is canceled because he accepts the waitlist appointment.

Note Waitlist Management sends an email to a patient when an appointment is canceled. Each licensed Salesforce org can send single emails to a maximum of 5,000 external email addresses per day based on Greenwich Mean Time (GMT). To learn more, see Overview of Salesforce Email Limit Types and Increase the Daily Single Email Message limit for your organization.

• Learn about the Patient Waitlist Flows
  Learn about the flows that help you manage patient waitlists. Configure and activate three of the flows from flow templates. The flows are easy to find in Flow Builder as the name of each flow is prepended by “Patient Waitlist”. The flow templates are only supported in Salesforce Scheduler.
• Turn on Waitlist Management
  Turn on Waitlist Management settings to get started with Waitlist Management. Follow the guided steps to share waitlist-related data with authenticated users and create appointment category, visit type, and waitlist records. Waitlist Management is enabled by default and is available for use in any org where Health Cloud is enabled.
• Share Waitlist Data with Authenticated Users
  Create a profile or update an existing profile to assign the permissions that portal users require to access Waitlist Management objects and flows. Waitlist Management is only available for authenticated portal users.
• Create an Appointment Category and Visit Types for Waitlist Management
  Follow these prerequisite steps to prepare your org for Waitlist Management.
• Create a Patient Waitlist
  Create a patient waitlist based on a combination of appointment visit type and service territory. We recommend you create a waitlist before you configure and activate the Patient Waitlist flows. Doing so avoids a scenario where the Start Waitlist Management flow is triggered but there’s no waitlist available.
• Configure Your Experience Cloud Site for Waitlist Appointments
  Configure the Patient Waitlist: Book Waitlist Appointment flow for patients to accept or decline their waitlist appointment invitations. Set up a page for the flow on your Experience Cloud site.
• Configure the Record-Triggered Flows for Waitlist Management
  Configure the record-triggered flow that sends waitlist appointment invitations to patients at the top of a waitlist. Then, configure a flow that updates the appointment status to Canceled if a patient doesn’t accept the appointment invitation before it expires.
• Set Custom Criteria to Prioritize Participants on a Patient Waitlist
  The created date of waitlist participant records determines the order of patients on a waitlist. Create your own ordering logic to incorporate factors such as priority into the patient order.