Overview
This guide outlines the shift cancellation process for facilities using the NurseIO platform. As an admin, understanding both the web and mobile cancellation flow allows you to effectively support facility users while also ensuring they are aware of NurseIO’s cancellation policies and any potential fees.
Cancellation Policy for Facilities
More than 4 hours before the shift start time:
No fee is incurred.
Within 4 hours of the shift start time:
A cancellation fee equal to 4 hours of the hourly rate is applied.
Within 2 hours of the shift start time:
A 2-hour cancellation charge is added, per the NurseIO Terms of Service.
⚠️ Always verify the timing of cancellation against the shift’s start time to determine if a fee will apply.
Cancelling a Shift – Facility Web View
Log In:
Facility user logs into NurseIO via the web browser.Navigate to Shifts:
They should click the “Shifts” tab in the top right menu.
Locate the Shift:
Once in the shift list, the facility can identify the shift and click the eye icon (view) to open the details.
Cancel the Shift:
In the top right of the shift detail page, click the “Cancel Shift” button.
A reason for cancellation is required before proceeding.
Cancelling a Shift – Facility Mobile App
Log In:
Facility user logs into the NurseIO mobile app.Access “My Shifts”:
They should navigate to the “My Shifts” section.Locate the Shift:
Select the shift to be cancelled by tapping the gray arrow next to it.
Submit Cancellation:
Scroll down and tap the “Cancel” button.
The app will prompt them to enter a cancellation reason and confirm.
Admin Reminders & Support Guidance
When fielding cancellation-related questions from facilities, always:
Confirm the timestamp of cancellation vs. shift start.
Clarify the cancellation fee based on the policy.
Remind users that cancellations made within 4 hours incur fees.
If a facility disputes a cancellation fee, direct them to contact support via:
The chat bubble icon (bottom right on web), or
The Help tile in the app.
If a shift must be canceled after the start time, ensure a credit is manually added and the proper notes are documented.