You can only cancel visits in the future, you must use the reports section to edit any visits in the past. Deleted visits are permanently removed from records and cannot be recovered. Ensure you have the necessary permissions enabled before proceeding with deletion.
This distinction ensures that users understand that canceled visits retain their record for audits and reporting, whereas deleted visits are completely erased.
Cancelling in Client Calendar
Open people > client > calendar.
Select the visit you want to cancel and click Cancel
A pop-up will appear, select cancel visit and enter the reason for cancellation and any additional notes
Select the billing time for that visit: options include no charge, bill planned time, or a custom amount, and decide if the visit should be paid to the carer (carers)
The cancelled visit will turn grey, you can un-cancel it by clicking on the visit again. Cancelled visits remain visible in the calendar, ensuring they are available for audits and reporting.
Cancelling on Schedule Page
Open the schedule page.
Click on the visit you wish to cancel and click Cancel
A pop-up will appear, select cancel visit and enter the reason for cancellation and any additional notes
Select the billing time for that visit: options include no charge, bill planned time, or a custom amount, and decide if the visit should be paid to the carer (carers)
You can un-cancel it by clicking on the visit box again. Cancelled visits will remain visible in the schedule for auditing and reporting purposes.
Deleting Cancelled Visits
To permanently remove a cancelled visit:
Enable Visit Deletion Permissions: Ensure that the option allowing the deletion of visits is enabled. Go to Settings >Schedule > General > Delete past visits and verify the setting is enabled.
Move Visit to Unassigned: Re-open the visit and release the assigned carer. Once this is done, the visit will move to the "Unassigned" category.
Delete the Visit: Open the visit again and click Delete to remove it permanently.
Handling Completed Visits Marked on the Wrong Day
If a visit has been incorrectly marked as "Completed" on an incorrect day:
Open the
Visits List Report, locate the visit, and change its status to "Missed" and click Save.Follow steps 3 and 4 above to delete it from the client’s records.- Alternatively, if the visit is in "Started" status, update it to "Cancelled" using the
Client Visit List Reportas follows: Navigate to the report, filter or search for the visit by date or client name, open the entry, change the status to "Cancelled," and save changes to retain this record for documentation.
Visit List Report-Invoicing purposes
To see cancellation reasons in your invoice reports you just need to tick the box for cancellation notes in the 'Settings' menu in Reports.If changes to billing settings are needed post-cancellation, open the visit within the Visit List Report and adjust the billed time or any other settings as necessary. Keeping canceled visits visible in the report supports audit visibility and ensures compliance with healthcare documentation requirements.
If a cancelled visit has a billed time = 0, it won't appear in the invoice, so make sure that cancelled visits have the correct billed time before to create invoices (in the Visit List report you can filter to see only cancelled visits and go through that list)
Cancelled Visits in Payroll
If you selected to paid the planned time for a cancelled visit to the carer or carers assigned to that visit, the cancelled visit will appear in the Payroll report with the Paid time being added up in the Total Pay. Additionally, you can decide whether the mileage associated with the cancelled visit is also compensated. This can be configured during the cancellation process.
Cancellation Reasons
If you have an Admin role, you can set what cancellation reasons to be visible in the cancellation reason list, you can also define which cancellation reasons by default will be visible in the Payroll with planned time. To learn more about Cancellation Reasons and how these are integrated in Payroll check this article