Urgent requests
Updated
When a patient can't find a time that works, they can request an urgent appointment from the booking page. MedPragma proposes the nearest possible time, even outside regular hours, and the request comes here for the team to decide.
Who can use it: staff, professionals, administrators and owners, on every plan.
Step by step
- In the sidebar, select Urgent Requests. The number next to the title shows how many requests are pending.
- Under Pending, select View details on a request. You'll see:
- The patient.
- The requested appointment.
- The urgency level and the reason.
- The patient's constraints (for example, "Today only").
- The suggested alternatives.
- Decide:
- Approve: the appointment is booked.
- Reject: enter a note with the reason (required).
- The patient gets the answer by email and WhatsApp, as set in WhatsApp → Automations.
Good to know
- When you approve, MedPragma checks again that the time is still free. If it was taken, it recalculates alternatives. Select Refresh to see them.
- If the service is paid in advance, the approved appointment waits for payment, with the deadline from your Payment policies.
- The Approved, Rejected and All filters show resolved requests, with who decided and the note.
Troubleshooting
| Problem | What to do |
|---|---|
| "That time is no longer available. Alternatives were recalculated." | Another appointment took the time. Check the alternatives and approve again. |
| "Enter a note explaining the rejection." | A note is required to reject. |
| No requests arrive | Patients request them from the booking page, with None of these work? Request an urgent appointment. |