Based on Existing Bookings

Customer has an existing booking

• Customer flags that they want to be on a waitlist for an earlier slot if one opens up (from a cancellation)

A session is cancelled

1. This triggers the waitlist process

   1. Any sessions that are waitlisted AND can be done by that therapist AND can fit in the available time

2. SMS “Reply Y if want to move to this date / time, R to remove from waitlist”

   1. SMS Respond if successful - your booking is updated

   2. SMS Respond if too late - your booking has not changed

   3. SMS Respond if removed - this session has been removed from waitlist alerts

   4. SMS to next 5 (30 mins later) until session moved

Sequence of contacting customers (5 at a time, 30 min break) stop when session taken

1. First time clients first

2. Same Service

   1. First time clients

   2. Health concern higher priority tickbox prioritised on waitlist tickbox on session - 5 at a time

   3. By date waitlist ticked on booking need audit trail on booking of waitlist tick

3. Other possible services (therapist, room, time)

   1. First time clients

   2. Health concern higher priority tickbox prioritised on waitlist tickbox on session - 5 at a time

   3. By date waitlist ticked on booking need audit trail on booking of waitlist tick

Notes…

• Currently a manual process managed by a spreadsheet and admin team calling and texting clients in the order they appear on the spreadsheet. Fine to remain this way until after go live and can be a later fix.

• Two practitioners currently have long waitlists