Walk-in tokens
What walk-in token queues are, how tokens are numbered and limited, which notifications patients can receive, and what is available in LeapHealthOS today.
Walk-in tokens give patients who arrive without an appointment a numbered place in a queue, either for a doctor or for a service counter such as a pharmacy or billing desk. This page explains how token queues behave and how they are set up. It is for administrators and implementation teams planning walk-in services.
The token queue has no screen in LeapHealthOS yet
There is no screen in LeapHealthOS to issue tokens, call the next patient or show a queue display. If you want to run a token queue, it must be set up by your implementation team.
Until then, front-desk staff cannot issue or manage tokens in LeapHealthOS. To see a walk-in patient at a doctor's clinic, book them into a free slot with the booking wizard.
Two kinds of queue
Queue | Used for | Switched on by |
|---|---|---|
Doctor queue | Patients waiting to see a particular doctor | Turning on walk-ins for that doctor. This has no screen yet and is off by default; ask your implementation team. |
Service counter queue | Patients waiting at a counter such as pharmacy, lab collection or billing | Enabling the walk-in queue on an active counter. See Service counters. |
Each doctor and each counter has its own queue with its own numbers.
Token numbers and daily limits
- Tokens are plain numbers (1, 2, 3 and so on) and restart at 1 each day.
- A queue can have a daily limit. Once that many tokens have been issued for the day, no more are given out. Cancelled tokens still count towards the limit.
- A doctor's queue does not issue tokens on a day when the doctor has any block on their schedule, even a short one. See Weekly schedules, blocks and overrides.
- Patients are called in token-number order. A priority level can be recorded on a token, but it does not move the patient up the queue.
Token statuses
Walk-in token statuses
| From → To | Trigger | Actor | Condition | Side effects |
|---|---|---|---|---|
| WaitingCalled | Call next, or call a chosen token | Staff | Patient can be notified | |
| CalledIn service | Start service | Staff | ||
| In serviceCompleted | Complete | Staff | ||
| CalledWaiting | Put back in the queue | Staff | Patient was not there when called | |
| WaitingCancelled | Cancel | Staff | ||
| CalledCancelled | Cancel | Staff |
- Waitinginitial
- Token issued; the patient is in the queue
- Called
- The patient has been called to the room or counter
- In service
- The patient is being seen
- Completedterminal
- Service finished
- Cancelledterminal
- Token cancelled, for example because the patient left
Messages to waiting patients
Three notifications are available in the Walk In group of Notification rules:
Notification | Sent when |
|---|---|
Walk In Token Issued | A token is issued |
Walk In Token Called | The patient's token is called |
Walk In Approaching Turn | The patient's place in the queue reaches one of the queue's notification thresholds |
Notification thresholds are places in the queue, not queue lengths. For example, thresholds of 5 and 2 mean a waiting patient is told when they are fifth in line and again when they are second. Thresholds do not alert staff. For a counter, they are set on the Service Counters page.
Walk-in tokens and appointments
- Tokens are separate from appointments. Checking in an appointment does not give the patient a token.
- Tokens do not use up appointment slots.
- Walk-in reserve is a different feature. It keeps part of each appointment slot free from online booking, so the front desk can book walk-in patients as appointments. See How slot search works.
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