Overview
Visit Status Management provides a unified system for tracking visit progress and handling cancellations with automated workflows. This streamlined approach replaces the previous dual-status model with a single, clear status field and intelligent cancellation handling.Key Improvement: The unified status system provides clearer visibility into visit progress while automated cancellation workflows ensure data integrity across the platform.
Visit Status Types
All visits now use a single status field with five possible values:| Status | Description | Visual Indicator |
|---|---|---|
| Pending | Visit is scheduled but not yet confirmed | 🟡 Yellow |
| Confirmed | Visit has been confirmed and is ready | 🔵 Blue |
| In Progress | Provider is currently conducting the visit | 🟠 Orange |
| Completed | Visit has been finished successfully | 🟢 Green |
| Canceled | Visit has been canceled (with reason) | 🔴 Red |
Viewing Visit Status
In the Visit List
The visit list displays status in a single Status column:| Patient | Facility | Date | Provider | Status |
|---|---|---|---|---|
| Smith, John | Sunrise ALF | Dec 15 | Dr. Chen | 🟢 Completed |
| Johnson, Mary | Valley Care | Dec 15 | Dr. Chen | 🔵 Confirmed |
| Williams, Robert | Hillside SNF | Dec 16 | Dr. Chen | 🟡 Pending |
For Canceled Visits
Canceled visits show additional details in the Cancellation Details column:| Patient | Status | Cancellation Details |
|---|---|---|
| Davis, Patricia | 🔴 Canceled | OOF - Effective: Dec 14, 2025 |
| Brown, Michael | 🔴 Canceled | Declined Services - Note: Patient refused |
| Garcia, Maria | 🔴 Canceled | No Show - Note: Family emergency |
Updating Visit Status
Confirming a Visit
1
Find the Visit
Locate the pending visit in the visit list
2
Open Visit Details
Click on the visit row to open details
3
Change Status
Select Confirmed from the status dropdown
4
Save
Click Save to update the status
Marking a Visit In Progress
When the provider begins the visit:1
Open Visit
Access the visit details
2
Update to In Progress
Change status to In Progress
3
Save
Status is updated immediately
Completing a Visit
1
Finish Documentation
Ensure visit documentation is complete
2
Change Status
Select Completed from the status dropdown
3
Confirm
Click Save to mark complete
Canceling a Visit
When a visit needs to be canceled, you must select a cancellation reason. Each reason may require additional information and triggers specific automated actions.Cancellation Reasons
OOF (Out of Facility)
Patient is temporarily out of the facility (hospital, family visit, etc.)Requires: Effective Date
Deceased
Patient has passed awayRequires: Effective DateAuto-action: Updates patient profile status to “Deceased”
Discharged
Patient has been discharged from the facilityRequires: Effective Date
Declined Services
Patient or facility declined the visit/servicesRequires: Note explaining reasonAuto-action: Updates CRM enrollment status
No Show (other reasons)
Visit didn’t occur for other reasonsRequires: Note explaining reasonAuto-action: Visit rescheduled on next route
Cancellation Workflows
How to Cancel a Visit
1
Open Visit Details
Click on the visit you need to cancel
2
Select Cancel
Click Cancel Visit or change status to Canceled
3
Choose Reason
Select the appropriate cancellation reason from the dropdown:
- OOF (Out of Facility)
- Deceased
- Discharged
- Declined Services
- No Show (other reasons)
4
Enter Required Information
Depending on the reason:
- OOF/Deceased/Discharged: Enter the effective date
- Declined Services/No Show: Enter a note explaining the situation
5
Confirm Cancellation
Click Confirm to complete the cancellation
Automated Actions by Cancellation Reason
OOF (Out of Facility)
When a visit is canceled as OOF:| Action | Description |
|---|---|
| Visit marked canceled | Reason: OOF with effective date |
| No patient status change | Patient remains active |
| Future visits | May need manual review based on return date |
OOF is typically temporary. When the patient returns, new visits can be scheduled normally.
Deceased
When a visit is canceled due to patient being deceased:| Action | Description |
|---|---|
| Visit marked canceled | Reason: Deceased with effective date |
| Patient status updated | Profile status → Deceased |
| Future visits | All future visits for this patient are affected |
1
Select Deceased Reason
Choose “Deceased” from cancellation reasons
2
Enter Effective Date
Enter the date of death
3
Confirm
Review the warning about patient status update, then confirm
4
Automatic Update
Patient profile is automatically updated to “Deceased” status
Discharged
When a visit is canceled due to patient discharge:| Action | Description |
|---|---|
| Visit marked canceled | Reason: Discharged with effective date |
| Placeholder for future | Additional automation planned |
Discharge workflow automation is planned for a future release. Currently, additional discharge actions should be handled manually.
Declined Services
When a visit is canceled because services were declined:| Condition | CRM Enrollment Update |
|---|---|
| 0 prior completed visits | Set to Declined to Serve |
| ≥1 prior completed visits | Set to Churned |
Understanding the Logic
Understanding the Logic
Declined to Serve:
- Patient/facility declined before any visits occurred
- Indicates the relationship never started
- Useful for tracking leads that didn’t convert
- Patient/facility had previous visits but now declines
- Indicates an established relationship that ended
- Useful for tracking attrition
1
Select Declined Services
Choose “Declined Services” from cancellation reasons
2
Enter Note
Document why services were declined:
- Who made the decision
- Reason given
- Any follow-up attempted
3
Confirm
The system checks completed visit history
4
Automatic CRM Update
Enrollment status is updated based on visit history
No Show (Other Reasons)
When a visit is canceled as a no-show:| Action | Description |
|---|---|
| Visit marked canceled | Reason: No Show with note |
| Visit rescheduled | Added to next route schedule automatically |
1
Select No Show
Choose “No Show (other reasons)” from cancellation reasons
2
Enter Note
Document the reason:
- What happened
- Who was contacted
- Any relevant context
3
Confirm
Visit is canceled and flagged for rescheduling
4
Automatic Rescheduling
When the next route schedule is created, this visit is included
Viewing Cancellation History
In Visit Details
Each canceled visit shows:| Field | Description |
|---|---|
| Status | Canceled |
| Reason | Cancellation reason selected |
| Effective Date | Date provided (if applicable) |
| Note | Explanation note (if applicable) |
| Canceled By | User who canceled the visit |
| Canceled At | Date/time of cancellation |
In Patient History
Canceled visits appear in the patient timeline with cancellation details, providing full audit trail.Filtering Visits by Status
Filter Options
| Filter | Shows |
|---|---|
| All | All visits regardless of status |
| Pending | Only pending visits |
| Confirmed | Only confirmed visits |
| In Progress | Only visits currently in progress |
| Completed | Only completed visits |
| Canceled | Only canceled visits |
Filtering Canceled Visits by Reason
Within canceled visits, you can further filter by:- OOF
- Deceased
- Discharged
- Declined Services
- No Show
Best Practices
Status Updates
Cancellations
Documentation
Troubleshooting
Cannot change visit status
Cannot change visit status
Possible causes:
- Visit is already completed (locked)
- Insufficient permissions
- Visit date in the past
Automatic patient status update didn't occur
Automatic patient status update didn't occur
Possible causes:
- System processing delay
- Error in workflow execution
Canceled visit not appearing in reschedule queue
Canceled visit not appearing in reschedule queue
Possible causes:
- Different cancellation reason selected (only No Show reschedules)
- Route schedule not yet regenerated
CRM status not updated after Declined Services
CRM status not updated after Declined Services
Possible causes:
- Processing delay
- Integration issue
Wrong cancellation reason selected
Wrong cancellation reason selected
Possible causes:
- User error
- Unclear situation