Booking and practitioner worklists

Who this page is for: reception teams and practice managers who need to turn new referrals into booked appointments without losing track between shifts.

Booking is the default shared worklist

Booking shows every patient who is ready for a call across the practice. Casual, part-time and full-time staff see the same list, so the next person can pick up where the last person left off. The owner shown in Today is responsible for the referral’s next step; it does not hide the work from the shared team or reserve every later call to that person. A staff member marks the referral ready to book before it appears here. Entered referrals keep unfinished booking work because receiving a referral and booking the patient are two different jobs.

Each row shows the contact-attempt count, last attempt, staff-set next action and the explicit outcome. Opening the referral is where staff contact the patient or record a new outcome; each action stays in the referral’s activity history.

Approving the fixed outreach draft takes a short, expiring work lease. Its named holder and expiry are visible without hiding the row from anyone else. The same holder records the contact and booking; after expiry, another staff member can take the work. This prevents duplicate calls without turning the shared booking queue into a personal task list. It is separate from the longer-lived owner used to coordinate work between shifts.

Active states are To contact, Follow-up due, Waiting on patient and Reopened. Completed filters separate Booked in practice system, Patient declined and Unable to contact.

One offered appointment time being unsuitable remains Follow-up due. Patient declined means the patient declined the service or referral. Unable to contact is available only after staff confirm the practice’s own follow-up and escalation policy; Refera does not impose an arbitrary attempt count.

The worklist manages the work around booking. The appointment itself remains in the practice’s existing booking or practice-management system, such as HotDoc or the practice’s PMS. Refera does not create a second appointment calendar.

Ordering is administrative only

Active work always preserves original referral arrival order. Staff-set next actions and overdue markers remain visible metadata, but never move a referral ahead of an earlier arrival. Clinical content, urgency and specialty never affect the order. Refera performs no clinical triage.

By practitioner is a separate view

Use By practitioner when the practice needs to view explicit practitioner assignment. Unassigned referrals remain Unassigned until a person or the tenant system records an assignment. Refera never infers or recommends a practitioner.

Related

• Booking handoff - how booking outcomes are recorded.
• Referral analytics - operational measures from the same queue.
• Process states and chips - the administrative states shown in Refera.