We designed a standardized digital intake experience using Ocean, allowing clients to register for services online and submit the information needed to initiate the intake process. Submitted requests flow into the waitlist workflow, reducing manual data entry and the need to chase missing information. The standardized form also creates a more consistent foundation for assessing incoming requests and directing them through the appropriate service pathways.

We developed workflow rules that map clients' responses about why they are requesting a service to the appropriate urgency score. When responses clearly indicate an urgency level, the platform automatically assigns the corresponding score. Ambiguous responses are flagged for clinical review and added to the waitlist with a Pending Triage status, allowing clinical staff to focus their attention on requests where additional assessment and judgment are needed, rather than manually reviewing every incoming request.

Rather than organizing patients solely by how long they have been waiting, the platform dynamically prioritizes waitlist entries using a combination of urgency score and days waiting. Waitlist statuses update automatically as patients' circumstances and waiting times progress, ensuring that patients with greater urgency are appropriately prioritized while accounting for how long others have been waiting. This provides staff with a more consistent and clinically informed view of which patients should be addressed next, while reducing the administrative effort involved in manually monitoring and updating waitlist entries.

We developed a provider-matching workflow that identifies appropriate booking options as patients become eligible to book an appointment. The platform automatically recommends a provider based on whether they offer the required service, have availability within the patient's booking window, and work at the patient’s preferred clinic location. Staff can approve or modify the recommendation before proceeding with the booking invitation. This replaces the time-consuming process of manually searching provider schedules with an automated recommendation that keeps staff in control of the final decision.

The platform sends the patient an invitation to book their appointment directly online. Patients who book through their invitation are automatically removed from the waitlist. Automated reminders are sent at defined intervals if the patient does not book, reducing the need for staff to manually chase outstanding invitations. Those who do not book within the invitation window are moved into a dedicated Contact Patient workflow, where staff can track contact attempts and follow up manually, ensuring that patients who do not respond remain visible to staff rather than being lost in the process.