How to Cancel or Delete a Service in Teiro
How a coordinator deletes a repeating service that was set up by mistake or has ended, and how to cancel or remove a one-off service in Teiro, with what each option means for the roster and cancellation reports.
Full transcript
The full text of the walkthrough above, for anyone who would rather read it or needs it in text form.
What this recording shows
This is a 77 second screen recording of a coordinator removing a repeating service and then cancelling and removing a one-off service in Teiro, the care management platform used by Australian NDIS and aged care providers. It was recorded on a desktop browser, on the Schedule board, on the real product.
Cancel or Remove
Teiro has two options and they mean different things. Cancel is for a visit the client expected that did not happen. It stays on the roster marked Cancelled and it counts in cancellation reports. Remove is for a service that should never have been on the roster, because it was created in error or the service has ended. It comes off the roster entirely and is left out of cancellation reports.
Delete a repeating service
On the Schedule board, the coordinator taps the repeating service's tile and chooses Edit this service only. The service panel shows a banner saying the event is part of a recurring series, with a Manage series button. Manage series lists the cancel options, Cancel this occurrence only, Cancel series from this date and Cancel entire series, and below them the Remove option, Remove future occurrences.
Remove future occurrences
Choosing Remove future occurrences opens a dialog that counts what will happen. In this recording it says 53 visits from Monday 16 November will be removed, and 3 visits are kept because they are earlier or already have records. It also says assigned workers will be told. The coordinator gives a reason, either Created in error or Service ended or changed, and confirms. The service is gone from the roster from that date on, and earlier visits stay.
What Remove takes away
Remove only takes visits that are in the future and have nothing recorded against them, such as a check-in, notes, medication, incidents, billing or documents. Anything delivered or recorded stays, so the audit trail and NDIS records are intact. Assigned workers are told, and every removal is logged.
Cancel or remove a one-off service
For a one-off service, the coordinator opens the service and taps the three dots. The menu offers Cancel service and Remove service. Cancel service asks why, with the choices Short Notice (under 2 business days), Participant Initiated, Provider Initiated, No Show and Other. The assigned worker is told, and the service stays on the roster as Cancelled. Remove service takes the service off the roster, asks for a reason, and is not counted as a cancellation. The recording ends with the one-off service gone from the board.