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Setting Up Quotas

Quotas let an Organisation cap how many appointments a patient can book for a specific Bookable Service. They suit any situation where care is funded or limited to a set number of sessions, such as an EAP where the employer covers three sessions per year, or an outpatient aftercare program with a fixed number of included sessions. You set this up by creating a Quota Plan on a Patient Group. Once a patient reaches their limit, they can no longer book that service until the quota resets or a Team Member lifts it for them.

📍 Where to Create a Quota Plan

Quota Plans are configured on each Patient Group.

Go to:
Patient Groups → [select the Patient Group] → Quota Plans

Then click + New.

📝 Creating a Quota Plan

On the New Quota Plan screen, complete the following:

  1. Name (required). Give the plan a clear label, such as "EAP - 3 Sessions per Year".
  2. Unit (required). Sets what each unit of the allowance represents: Session, Minute, or Dollar. See Choosing a Unit below.
  3. Default Allocation (required). The number of units granted. This starts at 0, and a plan left at 0 allows no bookings of the selected service, so set it to the amount you want to allow.
  4. Reset Policy (required). Controls whether and when the allowance resets. See Reset Policy Options below.
  5. Scope (required). Sets whether the allowance is shared across the Patient Group or granted per patient. See Scope: Group or Patient below.
  6. Group. The Patient Group the plan applies to. This is set to the group you're working within.
  7. Bookable Services (required). Under Applicability, tick at least one Bookable Service the quota should apply to. The quota only counts and limits bookings for the services you select here.

Click Create Quota Plan to save.

🧮 Choosing a Unit

The Unit sets what the quota counts:

  • Session — counts the number of appointments booked. Best for session-based caps, such as three appointments per year.
  • Minute — counts the total scheduled duration of booked appointments. A 30-minute appointment consumes 30 from the allowance.
  • Dollar — counts the dollar amount of the billable service associated with the Bookable Service. A service billed at $150 consumes 150 from the allowance.

🔁 Reset Policy Options

The Reset Policy controls whether the allowance refreshes over time:

  • Calendar Period — the quota resets on a fixed calendar boundary. This reveals a Period Granularity field (see below).
  • Rolling Window — the quota looks back a set number of days from any point in time. This reveals a Window Duration (Days) field. For example, entering 30 means the quota always considers usage from the past 30 days.
  • None — the quota does not reset. The allowance is a fixed, lifetime total. Once it's used, it's gone unless a Team Member lifts the limit. This suits things like a set number of included aftercare sessions.

When Reset Policy is set to Calendar Period, choose a Period Granularity:

  • Yearly (Jan 1 to Dec 31), Half-Yearly (Jan-Jun or Jul-Dec), Quarterly (Q1-Q4), Monthly, or Weekly — the quota resets on that fixed calendar cycle.
  • Single Term (fixed start/end) — reveals Term Start Date and Term End Date. The quota runs once over that fixed window, from the start date to the last day included.
  • Recurring Term (repeating cycle) — reveals Term Start Date and Term End Date. The start date is the anchor for the cycles, and the span from start to end sets the length of each repeating cycle.

For the EAP example of three sessions per calendar year, you would set Unit to Session, Default Allocation to 3, Reset Policy to Calendar Period, and Period Granularity to Yearly (Jan 1 to Dec 31).

👥 Scope: Group or Patient

Scope determines who the allowance belongs to:

  • Patient — each patient in the Patient Group receives their own allowance. With a Default Allocation of 3, every patient can book three sessions of the selected service.
  • Group — the allowance is a single shared pool across everyone in the Patient Group. Once the group collectively reaches the limit, no further bookings are allowed for that service.

The Group field shows which Patient Group the plan belongs to.

🚫 When a Patient Reaches Their Quota

Bookings count towards the quota at the point of booking. When a patient has used their full allowance for a service, they can no longer book it. Instead, an in-app message appears in both the Patient App and the Patient Web Portal letting them know they've reached their allowance and suggesting they contact the Organisation to discuss their options.

If a patient cancels a booked appointment, that usage is released back to the quota and becomes available to book again.

🔓 Bypassing a Quota for a Patient

Sometimes an Organisation needs to let a specific patient keep booking beyond their allowance, for example when an employer approves additional funded sessions.

To lift the limit for an individual patient:

  1. Open the patient's profile and find the Patient Overview widget.
  2. Click Edit.
  3. Tick the Bypass Quota Limit checkbox (near the Patient Group field).
  4. Save your changes.

With Bypass Quota Limit enabled, that patient can continue booking the service regardless of the quota.

📊 Viewing Quota Usage

Team Members can review how much of a quota has been used at any time.

From the Quota Plans list, click the ••• (Actions) button on the plan's row and choose View. This opens the Quota View screen, where the Quota Buckets section shows current usage against the allowance, including the amount allocated, used, and remaining. For Patient-scoped plans, usage is broken down per patient, with one bucket per patient.

💡 Best Practices

  • Give each plan a descriptive Name that captures the service and the limit, such as "Psychology - 6 Sessions per Year", so it's easy to identify later.
  • Set Default Allocation to the number of units you want to grant. It starts at 0, which allows no bookings of the selected service.
  • Tick only the Bookable Services the cap should apply to. The quota has no effect on any service you leave unticked.
  • Use Patient scope for per-person entitlements such as EAP session caps, and Group scope for a shared pool across a cohort.
  • Apply Bypass Quota Limit consistently and record why, so it's clear when a patient has been granted extra sessions.

Next step:
➡️ If a patient needs more sessions than their quota allows, enable Bypass Quota Limit on their profile to let them keep booking beyond the quota.