How to Recover Cancelled Hours with an Automatic Waitlist System
A last-minute cancellation can ruin your day. But what if you could automatically fill that gap with another patient who's waiting for an opportunity?
That's exactly what a well-implemented waitlist system does.
The Cancellation Problem
Cancellations are inevitable. Patients get sick, have work emergencies, or simply forget to notify in time. The result: empty hours in your schedule that represent lost income.
The problem gets worse when:
- You don't have time to call other patients
- Patients on your waitlist don't answer
- The slot stays empty even though there's demand
The Solution: Automated Waitlist
An intelligent waitlist system works like this:
1. Patient Cancels
When a patient cancels (whether 24 hours ahead or last minute), the system detects the gap.
2. Automatic Notification
Instantly, a WhatsApp message is sent to patients on the waitlist:
"Good news! A slot opened up with Dr. Garcia: Tomorrow Wednesday at 3pm. Want it? Reply 1 to book."
3. First Come, First Served
The first patient to respond "1" gets the appointment automatically. Others receive a message informing them the slot was already taken.
4. Instant Confirmation
Both you and the patient receive immediate confirmation. The gap is filled.
Why It Works
Speed
Everything happens in minutes, not hours. The faster the gap is filled, the less time you have an empty slot.
Reach
You can notify multiple patients simultaneously, increasing the chances of filling the slot.
Simplicity
The patient only has to respond "1". No message exchanges, no confusion.
Fairness
The system is transparent: first to respond wins. No favoritism or difficult decisions for you.
How to Build Your Waitlist
For a waitlist to work, you need:
1. Patients Who Actually Want to Come
Not all patients want to be on a waitlist. Ask specifically: "Would you like me to notify you if an earlier slot opens up?"
2. Clear Expectations
Waitlist patients should understand:
- They'll be notified via WhatsApp
- It's first to respond, first served
- There's no guarantee of availability
3. An Automated System
Doing this manually is exhausting and inefficient. An automated system guarantees instant response and proper follow-up.
Typical Results
Therapists who implement a waitlist system report:
- 50-70% of cancellations recovered
- Reduced stress from last-minute cancellations
- Better experience for patients waiting for an opportunity
- Additional revenue that was previously lost
A Real Example
Situation: Ana cancels her 4pm Thursday appointment because of an unexpected work meeting.
Without a waitlist:
- The therapist has a one-hour gap
- Tries to call other patients but they don't answer
- The hour is lost
With an automated waitlist:
- The system sends a message to 3 waitlist patients
- Within 5 minutes, Maria responds "1"
- Maria automatically confirms the 4pm appointment
- The other 2 patients are notified the slot was already taken
Result: 0 hours lost.
Important Limitations
The waitlist isn't magic. There are situations where it doesn't work well:
- Very last-minute cancellations (1-2 hours before): little time for someone to reorganize their day
- Very specific times: if only 1 patient wants that slot, the odds decrease
- Empty waitlist: you need patients willing to be flexible with their schedule
The key is managing expectations: the waitlist increases your chances of recovering hours, but doesn't guarantee them.
Start with Something Simple
You don't need a complex system to start:
- Identify 3-5 patients who want more appointments but can't find slots
- Ask if they want to be on a "waitlist"
- When someone cancels, send them a quick message
When you see it works, consider automating it with a tool like HealthSlot.
Want to recover your cancelled hours? Try HealthSlot free for 60 days.