The following guide provides a quick reference on cancelling a visit in Lookout and whether the cancellation is chargeable.
The most common scenarios are:
Cancel a visit without charging the client or paying the care worker.
Late cancellations where the client is charged and helper paid for the visit time.
Cancel a visit without charging
Cancel an individual visit
The following steps explain how to cancel a visit in Lookout, without charging the client or paying the Helper.
Click into the visit from any of the rostering views.
Refer to the visit details panel on the right-hand side of the screen
Scroll to the bottom of the visit details panel and click ‘Cancel visit’ to cancel the visit.
You will be prompted for a cancellation reason.
Click Save
Bulk cancellations
Bulk visits can be cancelled on the Punchcards view.
To make bulk cancellations, select the visits to which the changes will be applied and select the 'Cancel visits' option from the menu.
Cancel a visit with a charge
When cancelling a visit in Lookout, where the client will be charged, there are certain steps that need to be followed. Firstly, the visit 'Service' must be modified to indicate that the charge is due to cancellation. After that, the visit needs to be marked as 'Complete' so that Lookout can generate a visit invoice to charge the client and record the time in the payroll report.
Cancel an individual visit
The steps below outline how to cancel a visit in Lookout, charge the client & pay a Helper.
Click into the visit from any of the rostering views.
Refer to the visit details panel on the right-hand side of the screen
Click 'Edit visit' in the top right of the visit details panel.
Change the visit 'Service' to 'Late cancellation' or equivalent. The service for a late cancellation might be named differently by your organisation.
Click Save
Scroll to the bottom of the visit details panel and click ‘Mark as complete’ to check out the visit and ensure a visit invoice is created.
Click Save
Bulk cancellations
Bulk visits can be cancelled on the Punchcards view.
To make bulk cancellations with charges, select the visits to which the changes will be applied and select the 'Edit' option from the menu.
Select 'Services' from the 'Edit' option and change the service to 'Late cancellation' or equivalent. The service for a late cancellation might be named differently by your organisation.
Select the 'Check-out' option from the menu to complete the visits and ensure a visit invoice is created.