The Blacklist feature in Online Scheduling allows your practice to prevent patients from booking appointments online. This can be helpful for preventing patients who consistently no-show, and decreasing unwanted/spam bookings.

How Does the Blacklist Feature Work?

• Practices can add patients to the Blacklist by entering the patient's first name, last name, email, phone number, and any optional notes.
• Once added, any patient who attempts to book online with matching credentials will be filtered out and marked as Spam in Adit
  

A patient on the blacklist will not know that they are blacklisted. After booking an appointment, the patient will still see the normal confirmation screen, but their appointment won't actually appear in your schedule. Instead, their appointment goes into the Spam tab of your Online Scheduling Module.

Guidelines

How to Add someone to the Blacklist

1. Go to Online Scheduling, and then Blacklist.
   
2. Select Add Blocker
   

3. Enter the patient’s First Name, Last Name, Email, and Phone.
   
1. Its recommended to add both Email and Phone for maximum coverage.
   
4. Add a Note
5. Select Save.

Review and Handle Spam Bookings

1. Open Online Scheduling and navigate to the Spam tab (under Appointments/Requests).

2. Click into a spam appointment to view details (name, phone, email, notes).

3. If it’s truly spam - No action needed.
4. If it’s a real patient:
   
• Call the patient to confirm details.
• Manually book the appointment on your scheduler.
  
• See KB: Creating and Managing Appointments in the Scheduler.
  
• Remove this patient from the blacklist if needed
  

Note: There isn't a way to automatically change the spam booking into a real appointment. Legitimate bookings flagged as spam must be manually added to your calendar

Best Practices

1. When adding to Blacklist, enter both Email and Phone whenever possible.

2. Use Notes so teammates know why someone is blocked.

3. Make sure the front desk staff is consistently checking the Spam tab to monitor any incoming requests.

Patient Experience

• Patients on the blacklist will not be notified.
• They will still see a “Thank you for scheduling” confirmation screen after attempting to book

Related Articles

• Creating and Managing Appointments in the Scheduler

• Creating and Managing Closures

• Creating and Managing Availabilities

• Using the Morning Huddle