How to handle waitlists and recalls in an EHR switch
Handle waitlists and recalls during an EHR switch by inventorying every waitlist and recall list before the freeze, checking whether they export as lists or only as notes, directing new adds to the new EHR, and spot-checking after go-live.
- A waitlist is the practice's list of people waiting for an opening; recall lists are people the practice plans to contact again for a follow-up slot.
- Inventory both before the freeze window, and learn whether they export as structured lists or only inside notes and documents.
- After the freeze, add new waitlist and recall entries only in the new EHR, then spot-check that migrated lists match what you expected.
What counts as a waitlist or recall list?
A waitlist holds people who want an appointment when a slot opens. A recall list holds people the practice plans to contact again later, such as for a follow-up visit. Both may live in the EHR as formal lists, as spreadsheets outside the EHR, or only as notes on a chart. The focus here is the operational move of those lists during cutover, not clinical recall protocols.
How do waitlists and recalls usually export?
Exports vary:
- Structured waitlist or recall modules with client, date added, reason and priority
- Report CSVs staff already use for calling lists
- No list module at all, only notes, tasks or documents that mention "waitlist" or "recall"
If there is no structured export, plan a manual rebuild in the new EHR from a frozen spreadsheet owned by front desk. Tie that plan to how to move appointments between EHRs and to your cutover date.
How do you handle waitlists and recalls step by step?
Step 1: Inventory every waitlist and recall list
Ask front desk and clinical leads for every list they use: EHR modules, shared spreadsheets and personal trackers. Write the owner, where it lives and how many people are on it.
Step 2: Check the test export
In the test export, see whether waitlist or recall rows appear as structured data. If not, export or copy each list to a dated spreadsheet before the freeze.
Step 3: Decide migrate, rebuild or archive
For each list, choose: import into the new EHR's waitlist or recall tool, rebuild by hand from the frozen spreadsheet, or keep read-only in the old system during the parallel run.
Step 4: Freeze new adds in the old system
When the scheduling and charting freeze starts, stop adding people to waitlists or recall lists in the old EHR. New adds go only to the new EHR (or to the owned spreadsheet until the new list tool is ready).
Step 5: Load or rebuild lists for go-live
Import structured rows if you have them, or enter the frozen spreadsheet into the new system before the first day of calling. Name who owns each list after go-live.
Step 6: Spot-check after go-live
Compare counts and a sample of names between the frozen source and the new EHR. Confirm staff are not still adding to the old list.
What should staff do when the freeze starts?
- Stop new waitlist and recall adds in the old EHR
- Finish any promised same-day calls from the old list, then move leftovers per the written plan
- Use only the new EHR (or the single owned spreadsheet) for new adds
- Tell the project owner if a list is missing people after import
What to watch for
- A spreadsheet nobody owned that still drives morning calls.
- New waitlist adds landing in the old EHR after the freeze.
- Structured import that dropped priority, reason or date-added fields.
- Counts that disagree between the frozen list and the new EHR.
Frequently asked questions
Do waitlists always move as structured data?
No. Many EHRs do not export waitlists as clean rows. Budget time to rebuild from a frozen spreadsheet when the export has no list module.
What is the difference between a waitlist and a recall list here?
A waitlist is people waiting for the next open slot. A recall list is people the practice plans to contact again later. Both need an owner and a freeze rule during the switch.
Can we keep using a spreadsheet after go-live?
Yes, if that is your written plan and only one spreadsheet is active. Prefer the new EHR's list tool when you have it so lists stay with the chart.
Does Ferry rebuild waitlists for you?
Ferry migrates structured list data when the export includes it and follows your written rebuild plan. Front desk still owns day-to-day list accuracy after go-live.
For the full project from inventory to archive, see the EHR data migration guide.
How Ferry helps
Ferry migrates data between behavioral health EHRs at a fixed price, with a reconciliation report for every record type. Get a migration quote.