Question

How are Routine Requests response times calculated on our practice's booking page? 

Solution 

We will calculate the time it takes for your doctors to complete a patient’s Routine Request and show a response time estimate on a clinic level shown on your HotDoc booking page, and at an individual doctor level displayed against their name, when a patient requests a Routine Request.

Response time calculations will be based on requests that have been approved or declined in the previous 30 days, but will be updated weekly on your HotDoc page and for individual doctors, to account for any changes. This allows us to show accurate response times and set the right expectations for your patients. 

We will started calculating these times once any doctor at your practice has approved or declined at least 3 requests.

• Response times for your clinic on your HotDoc bookings page:
  If your practice has just started using Routine Requests or no doctors have completed more than 3 requests in the last 30 days, we will default the response time to 1 business day. 
  
  

• Response times for individual practitioners:
  If some of your doctors have actioned more than 3 requests in the last 30 days, but you have some doctors that have not, we will default their response time to the response time for your clinic (shown on your booking page).
  
  If you have has just started using Routine Requests or no doctors have completed more than 3 requests in the last 30 days, we won't show a response time for any of the doctors. 
  

Here are examples of how this may appear below:

• If doctors are actioning requests between 6-12 hours, we will show 'within 12 hours' on your booking page 
• If doctors are actioning requests between 12-24 hours, we will show 'within 24 hours'
• If doctors are actioning requests between 2-3 days, we'll show 'within 3 days' 
• If doctors are actioning requests greater than 3 days, we will show 'within 5 days'

Displayed on your HotDoc bookings page: