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Cancel a visit when it is not going ahead: it stays on the schedule marked Cancelled and can be restored. Delete a visit only when it should never have been on the schedule, for example one made by mistake. Who can do this: anyone whose role includes Edit schedule can cancel, restore and delete visits. By default that is Organisation Owners, Service Provider Admins, Care Managers and Care Coordinators. Bringing back a deleted visit is done in Settings > Schedule, which only Organisation Owners and Service Provider Admins can open. Your organisation can change permissions in Settings > Permissions. Your organisation may use different words for some things, such as “Service users” instead of “Support recipients”. Elate shows your organisation’s words everywhere, so follow what you see.

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Cancel or delete?

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Cancel a visit

1

Open the visit

Select the visit on the schedule.
2

Choose Cancel visit

Open the More visit actions menu (the three dots at the bottom of the sheet) and select Cancel visit…. It is not offered on a completed or already cancelled visit.
3

Choose which visits

The dialog Cancel this visit? repeats the date, time and person. For a repeating visit, choose This visit or This and following visits.
4

Give a reason

Type the Reason for cancelling. You cannot cancel without one.
5

Confirm

Select Cancel visit. To back out, select Keep visit.
The visit keeps its notes and tasks, and the sheet shows This visit was cancelled with your reason. A cancelled visit never counts as a conflict for the team member. Cancelling This and following visits ends the repeating series from that visit, so no more visits are added after it. There is no option to cancel the whole series backwards, so visits that already happened are left alone.

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Restore a cancelled visit

1

Open the cancelled visit

Select it on the schedule. Use the Filter panel’s Status list to show only Cancelled visits if it is hard to find.
2

Select Restore

Select Restore at the bottom of the sheet.
The visit goes back to Planned, or to Unassigned if nobody is assigned to it.

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Delete a visit

1

Open the visit

Select the visit on the schedule.
2

Choose Delete visit

Open the More visit actions menu and select Delete visit….
3

Choose which visits

The dialog Delete this visit? repeats the date, time and person. For a repeating visit, choose This visit or This and following visits.
4

Give a reason

Type the Reason for deleting. You cannot delete without one.
5

Confirm

Select Delete visit. To back out, select Keep visit.
The visit leaves the schedule and is kept on the record with everything recorded against it.

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When a visit cannot be deleted

Elate refuses to delete a visit that holds a record of care. The dialog This visit cannot be deleted explains why. That happens when:
  • the visit is completed (it was delivered and may already be invoiced)
  • a carer is checked in to it right now
  • an arrival was recorded against it
  • it holds care notes, expenses or reports
If the visit can still be cancelled, the dialog offers Cancel visit instead….

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Restore a deleted visit

1

Open Settings > Schedule

In Elate on the web, select Settings in the sidebar, then the Schedule tab.
2

Find the visit

Scroll to Deleted visits. Each row shows the visit, when it Was scheduled, when it was Deleted and by whom, and the Reason.
3

Select Restore

Select Restore on the row. The visit goes back on the schedule at its original time.