If a service user's visit isn’t showing on the planning screen, don’t worry, it might not be missing, just moved or filtered out. There are a few common reasons this can happen, and this guide will walk you through how to check each one and get the visit back where it should be.
The visit was moved
The visit may have been moved. You can check this on the planning screen or via a visit export.
Planning screen
To check if the visit has been moved from the planning screen, follow these simple steps.
Click Planning, then click Visits.
Click Planning, locate the relevant service user.
Hover over each visit for that week.
If the visit says Service Requirement, check the date below; this shows when the visit is now scheduled.
Visit Export
To check if the visit has been moved using a visit export, follow these steps.
Click Planning, then click Visit.
Click Export, then click Visits.
Set a wide date range.
From the Export Type dropdown, select Excel.
From the Export Template dropdown, select Service Dusty - Template - Export.
Click the export icon
, then open the Excel sheet.Filter your Excel sheet to the relevant service user and service requirement start date.
Check the planned and actual start date of the visits.
If the visits don't match the service requirement, the visit has been moved.
Resave the service order
If the visit has not been moved, you can resave the service order, and this refreshes and populates the visit again. To do this follow these simple steps.
Click Service User, then click Service User.
Click Find, then select the relevant service user.
From the QuickLinks, select Service Orders.
Select the relevant service order.
Click the Service Requirement Details tab.
Select the relevant service requirement.
Click the save icon,
then refresh the planning screen.
Client type filter
If the client type is excluded from the all filter, the visit may not appear. To check this, follow these steps.
Click Planning, then click Visits.
Click Planning, at the top, click the Service User tab.
From the type dropdown, select all the options to see if the visit appears.
If the visit appears, the exclude from all filter is enabled. To fix this, follow these steps.
Click Settings, then click Service User.
Click Service User, then click Types.
Select the relevant service user type.
Uncheck the exclude from all filters checkbox.
Click the save icon.
Reopen the planning screen.
Unallocated report
This report details all of the unallocated calls that are visible and not visible on the planning screen. To run this report, follow these steps.
Click Planning, then click Visits.
Click Reports, then click Visit list (on call).
Change the by drop down to Service User.
Apply the relevant branch, area, date and times.
Then click the export icon
, which downloads a list of all your unallocated calls.