How to use the Clinical Calendar

A. One-time setup — the ⚙ Setup panel

1. Roster tab. Techs are added from the Directory — the list shows people whose department (primary or second department) is Clinical, and their name and email stay in sync from there. Someone from another team helping with setups? Give them Clinical as their second department in the Directory and they'll appear here without leaving their own team. Pick a person, click + Add, then set their scheduling details: Full-time or Partial, home metro, whether they see patients in-office (and in which cities), whether they run group classes (and where, and how many patients fit). For partial techs, set the virtual/day cap. To schedule yourself, add yourself from the list too — you'll appear on the calendar like any other tech.
2. Deactivating a tech. Untick Active in the Roster when somebody leaves the schedule. Their remaining open seats from today onward are cleared, so nobody can book a patient onto someone who has gone; anything already booked stays exactly where it is, and past days are untouched. Re-ticking Active does not bring the seats back — publish the week again to rebuild them.
3. Sites tab — where the team actually works. Each location says what it can host: in-office visits, virtual, or group classes. Serves is how one city covers another — Keller serves Fort Worth, because the Fort Worth building has no class space, so a Fort Worth patient's class search finds Keller automatically.
   To start running classes somewhere new: tick Classes for that city (or + Add site if it isn't listed), then tick that city for whichever techs will run them in the Roster, then set their class day in the Week template. No one needs to touch any code. To stop, untick it — existing class days for that city will publish empty and tell you which ones to fix.
   Patient-facing addresses sit underneath that table. This is the street address that prints in the appointment email a patient gets, as the Where: line. Only places a patient actually attends are listed — a virtual-only location never appears, because nobody travels to it. A site missing any part of its address is marked needed, and reminders for that site are held back and reported rather than sent with a blank where the address should be.
   Which of these addresses a patient is sent depends on the tech's office city for that day in the Week template — see that tab above. A tech who travels and has no office city set will send their patients to their home city instead.
4. Patient email tab — reminders to patients. Two automatic emails per appointment: one a few days ahead asking the patient to confirm, one the day before as a reminder. They go only to bookings that have an email address on them. You set the time of day they send (Central — it stays at that clock time through the daylight-saving change), the phone number patients are told to ring, the postal address for the footer, and the one-line please have ready note.
   The master switch at the top turns the whole thing on and off. While it is off nothing reaches any patient — but messages still queue up behind the scenes, so switching it on starts from a full queue rather than an empty one. It will not let you switch on until the phone number, postal address and "please have ready" line are all filled in, because every approved message contains all three.
   Moving an appointment clears its confirmation and asks the patient again. That is deliberate, not a fault: they agreed to a different date and time, so their earlier answer no longer means anything.
   Where the answers show up: each booking on the board carries a small ✓ or ?, anyone still unconfirmed the day before their appointment is listed in an amber bar above the board, and two reports at the top of Ops data cover mail that never queued and messages held back. None of that needs the switch to be on to be worth understanding — but until it is on, nobody has been asked, so everything will read as quiet.
   The sender address, the confirm link and how long records are kept are shown but cannot be edited here. They were fixed by the compliance sign-off, and changing any of them would mean redoing it.
5. Class cities are now tick-boxes, not typing. A tech's class cities come from the list of places that can actually host a class, so a typo can't create a city that doesn't exist. If the list is empty, no site has Classes turned on yet.
6. Spanish? Tick this for any tech who can run a visit in Spanish. Schedulers then see an ES badge next to their name, can fade everyone else out of the way with one click, and get a warning if they book a bilingual patient with someone who isn't marked. Keep it current — it's the only thing the calendar knows about language.
7. Work email matters. The email shown for each tech (from the Directory) is what links them to their My Schedule page, where they see their own appointments. If it's wrong or missing, fix it in the Directory.
8. Assumptions tab. The shape of every workday: appointment lengths, day start time, shift length, lunch (up to 60 minutes, placed after noon), rest breaks (total minutes, split into a mid-morning and mid-afternoon pause), an admin block reserved at the end of each day, optional buffers after in-office, virtual, and class appointments, and the minimum viable class — the fewest people that makes running a class worth it. Change these, then publish the week again — open days rebuild with the new day shape. For Working days/mo, use the month + year dropdowns under the field — the calendar counts that month's weekdays and fills the number in for you — company holidays you have entered are subtracted automatically, and you can still type over the result. First appointment start (under Day start) sets the earliest a regular virtual, in-office, or flex appointment can begin — leave it blank to use Day start. Classes ignore it and follow their own start times.
   Setup holds (three fields near the bottom) keep the first seat or two of each tech's day for New Patient Setups: how many seats to hold per tech-day (0 turns it off entirely), how many hours ahead a held seat opens up to any visit type, and how long a setup takes if it differs from a normal visit. Holds are created when you publish, and the publish message says how many were held.
   Visit lengths by type (five fields) say how long a Refit, Resupply, Follow-up, Troubleshoot or Other visit really takes when that differs from the normal appointment length. Leave a field blank to use the normal length. Unlike the lengths at the top of this tab, these never change how the day is laid out — booking one of these types into a shorter opening simply warns the scheduler that the visit will run long, and books it anyway.
   Minimum notice (two more fields) is how far ahead an appointment normally has to be booked — 2 hours for in-office, 30 minutes for virtual to start with. Schedulers can still book inside that window when something is genuinely urgent, but they have to type a reason, and it's kept on the record. Set these to match how much warning your techs actually need.
9. Week template tab. This is each tech's typical week. For every weekday pick one: flex (office or virtual — the scheduler decides per patient), virtual (telehealth only), class (pick the city), or off. You can also shorten a day's hours or add extra evening virtuals on specific days. On class days you control the timing: set the class's start time (leave it blank to start the class at the beginning of the shift), and you can add a second class on the same day — give it its own start time and, if it's in a different city, its own metro. Two classes per tech per day is the maximum, both are the same length, and the second must start after the first one ends. The calendar fills the gaps around the classes with regular appointment slots automatically.
   Office city — set this for anyone who travels. Under the day type is the city that tech works from on that day. Leave it blank and they work from their home city, which is right for most people most weeks. Set it for a tech who is somewhere else on a particular weekday — someone based in Dallas who comes to Fort Worth every Monday, for instance.
   This matters more than it looks: it is the address the patient is given in their reminder email. If the day is left blank for someone who has travelled, their patients are told to go to the wrong city — confidently, not blankly. The calendar cannot know a person travels unless the template says so. It only offers cities that tech covers and a location can actually host, and techs who never do in-office visits have no box at all.
   Changing it takes effect when that week is published, like everything else here.
10. Exceptions tab — holidays and time off. The Week template is the normal week; this is where you record the days it does not apply. Enter a company holiday once and it clears that day for everyone, or set one tech's day off or shortened day. Explained in full further down.

When a class is too small to run

A class with two people in it costs the same day as a class with eight. The calendar now watches for that instead of leaving you to notice.

1. Set the number once. ⚙ Setup → Assumptions → Minimum viable class. It starts at 4. If one location needs a different figure, set Min class for that site in Setup → Sites and it wins there; leave it blank and the site follows the general number.
2. The board flags it. Inside five days, a class under the minimum turns red and gets a ⚠ on the chip. Hover for the numbers.
3. You get one email. The overnight run tells whoever receives scheduling alerts, on the first night the class is within five days and short — the prior Thursday for a Tuesday class. Once, not nightly: a message every night about the same class is a message everyone learns to skip. The red chip is the standing reminder.
4. Then decide. Fill it — the class popover lists anyone on the waitlist who wants a class seat — or convert it.

Converting a class: open it on the board and click Convert to flex slots (managers only). The class comes off the board and the day fills with ordinary appointment slots instead.

B. Publishing — the next six weeks look after themselves

Every night the calendar publishes the six weeks after this one for you, from each tech's current week template. As long as the roster, the templates and Setup are right, there is always roughly six weeks of bookable time on the board and nobody has to remember to open it.

It never touches the week you are in. The current week stays entirely yours.

You still press Publish week yourself to:

1. Open the current week, or a week further out than six.
2. Make a change land now instead of tonight. Move to the week, click Publish week and confirm. The Apply to dropdown does up to 8 weeks in one go, starting with the week on screen. The calendar turns each tech's template into real, bookable time slots, laid out from the day start using the appointment lengths, breaks and buffers you set in Assumptions. The five visit lengths by type are the one exception — they never change this layout, they only warn the scheduler at booking time when a visit will not fit its opening. (The setup length is different: held setup seats are laid out at that length when the week publishes.)

If a night's run can't publish something — a class day in a city with no class location, or a holiday landing on a booked day — it emails the scheduling alert address with the detail. A night where everything worked stays silent on purpose, so a message from it always means something needs you.

Safe to repeat: if you change the template mid-week, publish the same week again. Open days rebuild completely. A day that already has appointments keeps every one of them — same patient, same time, same place on the board — and the empty time around them rebuilds to match the new template. See Publishing a week that already has appointments in it just below.

Publishing a week that already has appointments in it

This used to be all-or-nothing: if a day had even one appointment on it, publishing skipped that day entirely and none of your template changes reached it.

Now it updates the empty times and leaves the appointments alone. Change a tech's week template, publish, and a day holding one booking gets the new pattern around it — that booking keeps its time, its patient, and its place on the board. Nothing about it moves.

Holidays and days off — entered once

Company holidays and one-off changes to somebody's day live in ⚙ Setup → Exceptions, so they are recorded in one place instead of being remembered five times.

1. Everyone, or one person. Set Applies to to Everyone for a company holiday. Pick a tech instead for one person's day. If both exist for the same date, the tech's own rule wins for that person — so somebody can work a half day on a day the company is closed, or take a day off nobody else is taking.
2. Day off, or short day. A day off clears that person's whole day. A short day keeps the day but changes the hours — fill in From, Until, or both.
3. Repeats yearly matches the month and day, so it suits fixed dates like 4 July or Christmas. Thanksgiving moves every year, so add those one year at a time.
4. Nothing changes the moment you save it. Adding a holiday does not touch weeks already on the board. Publish the affected weeks and those days clear — or, for anything inside the six weeks the calendar publishes overnight, leave it and the days clear by morning.
5. Turn one off with the On tick rather than removing it, if you want to keep the record.

C. During the week

Someone's out (PTO, sick): for something today or tomorrow, find their column, click the ⋯ in the corner of that day, and mark it off. If patients are already booked that day, the calendar will ask you to move or cancel them first — click each booking and use Move, then pick any highlighted open slot (even another tech's). For planned time off, and for anything affecting everyone, use Setup → Exceptions instead. A day marked off by hand does not survive a republish, and beyond the current week the overnight run will rebuild it within a night.

Practice safely: the 🧪 Sandbox button (managers only) flips the calendar into practice mode on a copy of the real schedule — publish weeks, book, move, change Setup, break things. Nothing is saved. You can't miss it: the whole page gets an orange dashed frame, a striped warning banner, an amber tint, and a SANDBOX badge next to the title. When the orange is gone, you're live. Click Exit sandbox to come back to the live calendar.

Print run sheets: 🖨 Day sheets now opens a preview window first — you see exactly what will print (each tech's daily list: time, patient label, visit type, city, phone, note) before clicking Print. Only slots with active bookings appear; if the week on screen has none, the preview says so plainly. Sheets printed from Sandbox carry a "SANDBOX — practice data" stamp so they can't be mistaken for the real schedule.

My Schedule: every booking shows up on the tech's My Schedule page the moment it's made — cancels and moves update it instantly. Encourage techs to start their day there.

Reading the numbers across the top: Bookable seats is how many patients the team could see this week; Booked is how many are scheduled; Utilization is booked as a share of those seats — how full the week is. The wk target shown beside it is the weekly share of your monthly goal from Assumptions, printed for comparison; it is not what the percentage is measured against. If utilization is low the scheduling team has room — if seats run out, consider an extra virtual block or class in the template.

Ops data (in ⚙ Setup, managers only): no-show % and cancel % per tech, with the reasons people gave, plus the full booking history behind them, and the same rates broken down by how far ahead the appointment was booked, visit type, city, weekday, and tech. The lead-time breakdown is usually the most useful one — if same-day and 15+ day bookings no-show far more than 3–7 day ones, that tells you where to concentrate reminders. Export CSV gives you the same numbers for a spreadsheet. Cancellations are counted from the permanent activity record, so they stay accurate even after a week is re-published.

Utilization (its own tab in ⚙ Setup) answers the question underneath Ops data. Ops data is about the appointments you made — who didn't turn up, who cancelled. Utilization is about the capacity you published: how many seats existed, how many were used, and where the rest went to waste. It covers the last four weeks and the six weeks the overnight run keeps open.

Underneath the headline figures it breaks down by tech, city, location and weekday, tracks each week against your monthly target, and shows a time-of-day grid of which hours actually fill. That grid is usually the most actionable part: a column of low percentages at 8am or 4pm is a shift that could start or end an hour differently. Export CSV gives you all of it for a spreadsheet.

Two things that will otherwise look like mistakes. Rows can group under —: those are seats published before per-day office cities existed, and they fill in as those weeks are re-published. And the Location table has no cancellations column — the activity record keeps the tech and city of a cancelled appointment but not which location it was at, so an empty column would have read as "none" rather than "not recorded".

Three short reports sit above those numbers, and they answer questions the statistics cannot. Each should normally read none. They now appear even when the window below them is empty — they cover things that happened outside it.

• Setups with no follow-up — every New Patient Setup completed more than a week ago with no follow-up booked and no reason recorded. Anything listed is a compliance gap worth closing that day. A follow-up that was booked and later cancelled puts its setup back on the list, which is deliberate: the obligation comes back with it.
• Bookings with no reminder mail — appointments that have a patient email address but no queued reminders. Saving a booking never fails because of the mail queue, on purpose, so nothing else would ever tell you the queue had stopped working: a broken queue and a quiet week look identical. Re-save the booking to queue it again.
• Patient messages held back — messages that could not be sent because something the approved wording needs is missing, most often a site's street address. They are held, not lost. Fill the missing detail in and they go out on the next pass, within about fifteen minutes.

What the colors mean

The small mark on the right of a booking is the patient's answer to the reminder: ✓ they confirmed, ? we asked and they haven't replied yet. A booking with no mark at all has no email address on file, so nobody was ever asked — that is not the same as being ignored. Group classes carry no mark, because one symbol cannot speak for a room full of people, and an appointment already marked done or no-show carries none either.

Tomorrow's unconfirmed appointments

When anyone with an appointment tomorrow hasn't confirmed, an amber bar appears above the board saying how many. Click Show list for the times, patient labels, visit types and techs. It is worth working through in the afternoon: these are the people most likely not to arrive, and a two-minute call either confirms them or frees the seat while there is still time to fill it.

The bar only counts bookings that were actually written to. Someone with no email address on file was never asked, so they are never listed — chasing them would be chasing a question nobody put.

The bar is absent when everyone has confirmed, and while patient email is switched off it will normally stay absent, because nobody has been asked yet.

To book a patient

1. Get to the right week with the ‹ › arrows, Today, or the 📅 calendar button — it opens a date picker so you can jump straight to any date while the patient is on the line. Use the dropdowns above the calendar to narrow to a city or a specific tech if the patient needs in-person care near them.
2. Needs a Spanish-speaking tech? Tick Bilingual needed above the calendar before you pick a slot. Techs who speak Spanish keep an ES badge and stay bright; everyone else fades back. They're still clickable — if you've arranged an interpreter or a family member, go ahead and book, you'll just get a warning naming who does speak Spanish.
3. Just need the soonest virtual appointment anywhere? Choose Virtual — next available (statewide) in the modalities dropdown. Virtual visits aren't tied to a city — any tech can see any Texas patient by video — so this drops the week grid and gives you one list of every open virtual seat in the state, soonest first, with how far away it is. Click Book on the row you want. The city dropdown switches off in this view on purpose: it doesn't apply to video visits.
4. Click any open (light-colored) slot at a time that works for the patient. Each weekday header has its own color, and on desktop the date row stays pinned to the top as you scroll — in month view it swaps to the week you're looking at.
5. Search for the patient by name — add a date of birth to separate two people with the same name, click Search, and pick the right person from the matches. Medigy Pulse captures their NikoHealth ID behind the scenes and shows a short initials · DOB label; no full name is saved. Then pick the visit type. Picking New Pt Setup asks two more questions: the device brand (ResMed or React) and the exact device model, so the tech shows up with the right machine. If it asks, choose the appointment type: In-office or Virtual. Tick Bilingual needed? when the patient needs a Spanish-speaking visit, and add the patient's email, phone number, and any notes the tech needs. On a virtual visit you are also asked for the patient's time zone — it defaults to Central, and you only need to change it when the patient is somewhere else, so their reminder shows their own local time next to ours. In-office and class visits do not ask, because the patient is here. The window always shows where you're scheduling ("Scheduling in: Fort Worth") — that location is locked and comes from the clinical manager's setup. Click Book. Done — the tech sees it all on their My Schedule page right away.

To change something

Click the booking (the solid blue chip), then:

1. ✓ Done — the visit happened.  No-show — the patient didn't come.
   Marking a New Patient Setup done asks one more thing — see Every setup needs a 30-day follow-up just below.
2. ✎ Edit — fix or add details without rebooking: the patient, visit type, device brand and model, bilingual flag, email, phone, notes. Opens the same window as booking, pre-filled — change what you need and click Save changes.
3. Move — the patient needs a different time. After you click Move, every slot you're allowed to move them to gets a teal outline — just click the one you want. A bar at the top of the board shows who you're moving, with a View month button that expands the board to four stacked weeks so you can drop the patient anywhere in the month (it snaps back to one week when the move finishes). A Confirm move window then shows the patient, where they're coming from, and where they're going before anything changes. (Press Esc to change your mind.)
4. Cancel — frees the seat for someone else. The calendar now asks why: patient canceled, clinic moved it, no longer needed, booked in error, or Other with a short note. Pick one — it won't let you cancel without it. This is what makes the cancellation reports worth reading, so choose the one that's actually true rather than the first on the list. If anyone is on the waitlist who could take that seat, the calendar offers them to you straight away (see below).

Who did what: open any booking and you'll see a short History underneath — every booking, edit, move, no-show and cancellation, with who did it and when. Handy when a patient says they were told something different.

To find a patient you already booked: type their initials or date of birth in the Find patient… box — everything else fades out except their bookings.

Nothing suitable 30 days out? Choose No suitable slot available rather than squeezing the patient in somewhere wrong. That reason is on the list on purpose: if it starts showing up often it means capacity needs looking at, and it should not be hidden inside “Other”.

Setup holds — protecting room for new patients

A New Patient Setup is the appointment the whole schedule exists to deliver. Left alone, a week fills up with quick refits and resupplies weeks in advance, and when a setup referral arrives there is nowhere to put it. So the calendar can hold the first seat or two of each tech's day for setups.

1. A held seat looks like this: 9:00aSetup hold Hover it and it tells you exactly when it opens up.
2. Book a New Patient Setup into it and nothing gets in your way — that is what it is being kept for. The visit type is already set to New Pt Setup when you open a held seat.
3. Anything else is refused while the seat is still far out. Pick a different seat, or ask a manager.
4. It opens by itself as the day approaches. Once the appointment is close enough (the clinical manager sets how close), the hold simply ends and the seat becomes an ordinary open seat that anyone can book for anything. Holding it longer than that would just risk it going empty, which helps nobody. You do not have to do anything to release it.
5. Managers can release one early. A manager who books something else into a held seat is asked for a reason, which is recorded against the booking. Leads and schedulers cannot — that is what makes the hold worth having.

Why a whole day is sometimes empty

If a tech has no seats at all on a day, it is usually a company holiday or time off the clinical manager entered in ⚙ Setup → Exceptions. You can see those but not add them — ask the clinical manager.

What you can rely on either way: a holiday never cancels an appointment. If somebody was already booked on a day that later got marked off, their appointment is still on the board and still needs moving. Nobody is quietly dropped.

The waitlist — filling seats that free up

When a patient wants to come in sooner than anything you can offer, put them on the ☰ Waitlist (next to the Find patient box) instead of leaving it to memory. Then when somebody cancels, the calendar hands you the right person immediately.

1. To add someone: click Waitlist, search for the patient the same way you do when booking, then say what they'd take — Any appointment, in-office, virtual, or class — and optionally a city, the earliest date they could come (Not before), and a priority. Add a note like "can come in same day with 1 hour notice" — that's exactly the detail that makes them easy to place later. Click Add to waitlist.
2. Priority is Normal, Elevated, High or Urgent. Use it sparingly, or it stops meaning anything.
3. When a seat frees up: cancel a booking as usual and the calendar immediately offers the people who fit that particular seat, best match first — it takes into account what they said they'd accept, whether the city suits them, whether the date is after their earliest, their priority, and how long they've been waiting. Click Book this seat next to the right person and they're in. Nobody who couldn't actually take that appointment is shown.
4. Not the right moment? Click Leave it open. Nobody is removed from the list, and the seat stays available on the board.
5. To take someone off: open the Waitlist and click Remove. People are also taken off automatically once they've been booked from it.

If something looks wrong