We've observed that patients are exploiting a workaround when all clinical appointments are fully booked by using the 'Admin' request option. While we recognize that there may be instances where a medical concern arises, utilizing the 'Admin' request for this purpose is incorrect. We propose implementing a warning system to flag such requests, indicating to the patient that their request has been classified as an 'Admin' request. These requests will be handled by our administrative staff within the next 3 days and will not be forwarded to a clinician.
Furthermore, we will remind patients that if they believe their request requires medical attention, they must complete either the New Medical or Ongoing form. This reminder can be included in their acknowledgment screen and notification.
