Your clients will book your visits through Mycare, assign activities for the day and leave any notes with the required information.
Accepting or declining visits
For all future bookings you can press 'accept' or decline. These do not trigger payments, but are to notify the client that you will be attending. If you have been in communication via other means, 'accepting' the visit on Mycare is optional, but do press decline if you are not able to make it, as it will clear the visit from your and your client's calendar.
Submitting Visits
After you have completed your visit your first step is to submit. Your dashboard will always tell you if you have visits that need submitting.
Click through from the dashboard, or choose 'Visits' from the left hand menu to see all visits that need submitting.
From here you can submit the visit (don't forget to add mileage or expenses if this was agreed), you can edit the visit (for example if you stayed longer than originally booked) and you can also cancel the visit if it wasn't worked.
Please do not submit visits that you did not attend - press cancel instead to clear the visit from your and your client's calendar.
At this point, you can edit times, mileage, or expenses if there are any.
- Select 'edit'
- In the Visit Details screen you can edit the time of the visit, or add the mileage or expenses you incurred during the visit
- Option to add a note or incident (only add if needed) this will notify the care organiser and Mycare.
- Select Submit
Client Approval
Auto approval: If you have submitted the visit with no changes your visit will be auto-approved in 24 hours.
Manual approval: If you have submitted a visit with changes to the original booking (for example you stayed 1 hour longer), then your client will have to manually approve the visit as confirmation of their agreement. Once done the visit will be added to the upcoming payroll.
Queried Visits
Clients can query visits they do not believe are correct, leaving a note for you as to why they disagree. You can either edit the changes made, cancel the visit, or resubmit with your note as to why you have made the changes.
For disagreements on submitted visits, we first recommend having good communication between yourself and the client. Talk about that visit in person or over the phone, to ensure there was no misunderstanding.
For assistance with resolution you may also contact the Mycare team at hello@mycare.co.nz.
Cancelling or Rescheduling Visits
Here at Mycare we highly encourage good communication. Ensure you are clear with your client about any changes to visits, give an appropriate amount of notice for cancellations, and be clear on rescheduled times.
Remember clients are often relying on your support, they may need time to find other carers while you are away. So be mindful when it comes to rescheduling/cancelling visits.
Need to amend a submission?
If you have submitted a visit in error, or perhaps forgotten to claim your travel or expenses, you can edit a visit while it is still awaiting auto or manual approval. Please access the visit, edit what you need and press 'Submit' again.
Once a visit has been approved, you will need to contact the Mycare team to make changes. Please do this as soon as possible to avoid payment errors.
Payment
Mycare processes payments weekly in arrears– any visits that have been approved by midnight Monday will be included in that week's pay run. For best practice submit your visits before midnight Sunday, this ensures that they will be included in the same weeks' payrun. Payment clears to your account on Wednesday.
Please make sure your correct bank account and IRD numbers are on your profile to prevent any delays in payment.