HOF clinic waitlist script and last-minute openings
Quick facts
- Format
- Message for joining the list and message for offering an opening
- When to use
- Full schedule or last-minute cancellation
- Golden rule
- A clear priority criterion, the same for everyone
- Check
- Consent to contact and LGPD
Every clinic with a good schedule has the same problem twice over: slots that are missing and slots that sit empty. A waitlist solves both ends, as long as the patient knows how it works and a message is ready for the moment an opening appears. Without that, a last-minute cancellation becomes a lost slot.
The script below has two messages: the one for joining the list and the one for offering an opening. Combine it with the appointment confirmation and the rescheduling script, which are what free up the slots.
How does it work in practice?
Which rules should be clear?
| Rule | How to communicate it |
|---|---|
| Priority order | "We follow the order in which people joined the list." |
| Reply deadline | "I need your answer by [time]." |
| List duration | "The list is valid for [time]. After that I will ask if you want to stay on it." |
| Who notifies | Always the same official clinic channel |
| Late cancellation | Policy agreed at scheduling |
| Use of data | Only for scheduling |
Which openings should you offer?
Appointments that need little preparation, such as follow-ups or assessments, are easy to slot in. For bigger procedures, it is better to offer the slot only if there is enough time and the minimum preparation is done, such as the medical history and the informed consent read through calmly. A last-minute slot is not a reason to shorten the assessment.
For the general patient communication flow, see also the reminder message 48 hours before.
Frequently asked questions
Do I need authorization to contact people on the list?
Yes, it is worth asking the patient for authorization to contact them on WhatsApp and recording it. Use of the phone number should be limited to scheduling, in line with the LGPD (Brazil's data protection law).
Which priority criteria are fair?
Order of joining the list is the simplest and fairest. If there is another criterion, such as clinical urgency assessed by the professional, explain it at sign-up.
Can I charge to join the list?
Avoid it. Charging for a waitlist tends to create friction. If you have a specific policy, put it in writing and seek legal advice.