Overview
When a Healthcare Professional (HCP) leaves their assignment unexpectedly without notifying the facility or NurseIO, it’s essential that we act quickly to support the facility and minimize operational disruption.
This guide outlines the steps admins should take when assisting a facility user in these scenarios.
Step-by-Step Response Protocol
Document the Report
When a facility reports that an HCP has left without notice, gather the following:
HCP Name
Shift ID
Shift start/end time
Time the HCP left (if known)
Any facility notes or direct messages
Add detailed internal notes for context.
Mark the HCP as DNR (Do Not Return)
Navigate to the contractor profile.
Mark the HCP as DNR for the reporting facility.
Note the reason (e.g., "Left shift without notice – [Date]").
Evaluate Re-Recruitment Options
Confirm with the facility if they still need the shift filled.
If yes, re-offer the shift manually or alert staffing to send it out using the "0-4 hour" system-offered shift window.
If no, note the shift as closed in the backend.
Coordinate Replacement Efforts
Notify the Staffing team via the
#staffing-supportSlack channel with:Facility name
Shift details
Urgency level
Whether re-posting has been initiated
The staffing team will attempt to secure a replacement as soon as possible.
Communicate with the Facility
Acknowledge receipt of the issue.
Reassure them that the shift is being actively worked on.
Provide updates when a new HCP is assigned or if none are currently available.
Important Notes for Admins
Always act with urgency in these situations.
Ensure that all communication is documented in Intercom for visibility.
If the HCP left after patient contact, check NurseIO’s Terms of Service for any compensation obligations.
Repeat offenses from an HCP may require escalation for review or permanent suspension.
Support Resources
For internal tickets: use the Back Office Ticket flow and mark as P1 – Critical