Please note: This is for those using our upgraded rostering; if you are already using the tasks on Birdie, please see this article. If you don't have access to upgraded rostering yet and would like to learn more, you can book a demo with our team.
Quickly adapt to last-minute changes with upgraded rostering's visit cancellation feature – cancel a single visit without disrupting the rest of your schedule, add details about why it was cancelled, and easily reinstate it if plans change again. Your carers will see these updates instantly when they refresh their app, keeping everyone informed. This seamless approach helps maintain care continuity while giving you complete control over unexpected situations.
Cancelling a visit via the Visit Calendar Tab
Navigate to the Visit Calendar tab and locate the visit you need to cancel. You can scroll through the weeks to find the specific visit occurrence.
Click on the visit you want to cancel and select Cancel visit from the dropdown menu.
You will see a detailed cancellation pop-up where you can specify important details:
Who cancelled the visit:
The client
The carer
Reason for cancellation:
Family circumstances
Client refused
RAG (Red, Amber, Green status)
Other reasons
Financial decisions:
Whether to pay the carer
Whether to charge the payer
You can also add additional notes in the Notes box. Once you are done, click Cancel visit.
The tasks and medications will still be attached to the visit for auditing purposes. The cancelled visit will show as such in your Visit Calendar, but the underlying template schedule remains intact.
Please note: Cancelling individual visits does not disrupt your recurring template schedules - only that specific visit instance is cancelled. If you need to stop the entire visit schedule, you'll need to set an end date in the visit template.
Cancelling a visit via the Roster Tab
Head to the Roster tab, which provides a daily view of visits with the same functionality as the Visit Calendar. You can find the visit that you would like to cancel by scrolling or using the filter functions.
Click on the visit you want to cancel and select Cancel visit from the dropdown menu. This will open the same detailed cancellation pop-up as described in the Visit Calendar method above.
Complete the cancellation details, including who cancelled the visit, the reason for cancellation, and financial decisions regarding payment and charging.
The visit will then appear greyed out with a crossed-out O symbol to indicate it is cancelled.
Please note: You can only cancel one visit at a time. If you need to cancel more visits for a longer period, you may want to consider putting the client's status as temporarily inactive, which will automatically cancel all of their visits.
How to reinstate a cancelled visit
You can always reinstate a cancelled visit if circumstances change. Locate the cancelled visit in your Visit Calendar - it will be clearly marked as cancelled.
Click on the cancelled visit and select:
Edit from the dropdown menu
Click More options at the top of the edit window
Then select Reinstate visit.
When you reinstate a visit, Birdie will show a confirmation banner stating "Reinstating the visit will remove the carer, making the visit unallocated." This means you'll need to reassign a carer to the reinstated visit before it can proceed.
Can I cancel a completed or in-progress visit?
No, you will not be able to cancel the visit if it has been completed or if it is currently in progress.
Key Considerations for Upgraded Rostering:
For carers: Remember that carers only see cancellation updates when their app is connected to the internet, so they'll need to refresh their apps to see last-minute changes.
For scheduling: Cancelling individual visits doesn't disrupt your recurring schedules, giving you flexibility to handle exceptions whilst maintaining your template structure.
Template vs Individual visits: Remember that upgraded rostering distinguishes between templated visits (recurring) and one-off visits, but the cancellation process is the same for both.
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