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Understanding Your DOCPACE® Appointment Dashboard

Monitor provider schedules and patient flow in real time using the DOCPACE® Appointment Dashboard, designed to keep your day running smoothly from check-in to checkout.

Appointment Stages

Appointments appear in one of three stages on the dashboard:

  • Pending – Scheduled but not yet started.
  • Active – Patient has checked in and is in progress.
  • Done – Appointment is complete and in the checkout process.

Pending:

At the start of each day, all scheduled appointments display as Pending until:

  • The patient checks in, or
  • The appointment is marked Cancelled, Rescheduled, No-Show, or Auto-Paused.

Knowledge Base Images (600 x 300 px)

Possible Pending Appointment Details:

  • Scheduled: Appointment start time from athenahealth.
  • Delay: Predicted delay (black or red number) under the scheduled time.
  • Predicted to Start: Time the patient is expected to be roomed, based on the DOCPACE® Patented Appointment Stacking Algorithm (scheduled time + predicted delay, if Suggested Arrival Time: Initial arrival time sent to the patient via DOCPACE® Engage/Digital Reception Link. (Can optionally adjust based on updated delays.)
  • No-Show / Same-Day Cancellation Icon: Triggered based on your configuration thresholds.
  • Confirmation Status: Current status from athenaCommunicator.

Some details only appear for providers using DOCPACE® Engage, while others are configurable in the Configuration settings.

Active:

Active appointments show the patient’s current Encounter State once they have checked in. DOCPACE® updates this data every 60 seconds via your athenahealth connection.

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Standard Five Encounter Stages:

  • CHECKING IN – Patient arrival and paperwork.
  • READY FOR STAFF – Waiting room (Wait for Intake).
  • INTAKE – In exam room with nurse, medical assistant, or PA.
  • READY FOR PROVIDER – Empty exam room awaiting provider.
  • IN EXAM – With provider for their appointment.

Note: DOCPACE® also tracks checkout stages, but these do not impact real-time tracking or prediction models. Need more help? If encounter states aren’t updating as expected, see the athenahealth Timestamps Knowledge Base article or contact your Customer Success Manager for a workflow review.

Done:

An appointment is marked Done when DOCPACE® receives an “Encounter Status Done” from athenahealth. This indicates the exam is over and the patient is in checkout—but it does not mean the encounter has been closed.

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Appointments in the Done stage, or in any checkout stage, do not affect DOCPACE®’s real-time tracking or predictions.

Note: An appointment can appear as “Ready for Checkout” in DOCPACE® even if it is still marked “In Exam” in athenahealth. For details, see the Timestamps with athenahealth Knowledge Base page.

Want more accurate tracking of exam time? DOCPACE® can stop tracking exam duration even if the encounter remains open in athenahealth. Contact your Customer Success Manager to schedule workflow training.