MetoCRM
Shifts & Time Off
Medical tourism runs across time zones: London writes at lunchtime, Kuwait at midnight. If nobody's working hours are defined in the system, the message that arrives at 2am lands on no one — and nobody notices in the morning.
Why this needs a module
In a small team the rota lives in everyone's head. Past six people, with patients arriving from three time zones, "who is on today" ends up either in a WhatsApp group or in one person's memory.
The cost lands in two places: a night-time message waits until morning because it was assigned to no one, and records keep piling onto a consultant who is on leave. Both are silent losses — nobody complains, the patient simply writes to someone else.
What gets defined
- Shifts — Which user works on which days and between which hours.
- Days off and holidays — Personal leave is recorded separately; on those days the person does not count as working.
- Team view — Who is available when, on one calendar, rather than asked in a group chat.
The real gain: distribution that works
As a standalone calendar this would be worth little. Its value appears when combined with lead distribution: a new record goes to someone who is actually working.
First-response time decides so much here. An Instagram message arriving at 2am and opened at 9am usually means the patient has already started talking to someone else. With shifts defined, that message reaches whoever is on; without them, it reaches nobody.
Reading performance correctly
Without shift data, team comparisons mislead: a consultant's "poor month" is often two weeks of leave. Once the working calendar is in the system, time actually spent on the floor becomes part of the report.
Frequently asked questions
What is shift management for?
Is leave handled separately?
What happens to messages arriving at night?
Does it work together with lead distribution?
Related pages
Let's build your team's calendar
In the demo we look at which hours patients arrive on which channel and plan the rota around it.