What do I do if I have forgotten my password?
If you have forgotten your password, you should click on the "forgot password" link shown just underneath the log in button on the browser. You are then asked to enter the email address you log in with.
You are then sent an email with the subject "Reset password instructions" with a link to click on in order to change your password.
(If you can't see the email, please check your spam or junk email folders and move it out of there.)
If you are a mobile user, you can also ask an Account Manager to edit your staff profile and change your password for you.
Please note: if you are a mobile user, you will receive a message instructing you to make sure to go into the Mobile App to sign in as you will not have access to the full Browser version of Civica Scheduling
Why have I not been given any travel time between visits?
Civica Scheduling always allows travel time between each visit. You will need to discuss this with your Team Lead, as your visits may have been manually moved.
Why have I not got lunch or admin time scheduled?
There is the option to have this scheduled within your day. You will need to discuss this with your Team Leader.
Why have I been allocated visits I am not trained to do?
Civica Scheduling will only allocate visits you are trained to do. Please speak to your Team Leader as these would have been manually allocated.
What do I do if I’ve forgotten to check in or out of a visit?
If it is a few minutes late that is fine to go ahead and check in/out as normal. If you have finished your visit and already checked into the next visit, then you can ask an Account Manager to update this manually via the Live Status Board.
Why does my route not make sense?
Civica Scheduling always optimizes the best route. Please check with your Team leader whether the route has been amended manually.
It would be useful if I could see a map of the patient address.
The mobile app has this feature, you can access the patients address (map) by clicking on the green pin to the right of the address.
This will then take you directly to google maps.
Why has the patient not got a phone number on the Civica Scheduling app?
The Civica Scheduling app does show patients telephone numbers. It may be that the patient profile needs updating with a telephone number. This can be done by an Account Manager.
Why is my map showing I’m in the wrong location?
Unfortunately, sometimes due to a device’s poor internet connection, the accuracy of your check in maybe showing as covering a slightly bigger area on the map.
Why is my Civica Scheduling App login screen blank on my Apple device?
Firstly, you may need to check that your device is up to date with both Apple Updates and App Store updates.
To check Apple updates: Go to settings > General > Software Update.
To check App Store updates: Go to App Store > Profile (top right) ‘Click Update All’ if there are any to be updated.
If these are all running on the most up to date version and you are still having the same issue, then please contact your IT department.
What if I do an extra visit that is not currently on my list?
You will need to speak to your Team leader who will be able to refer to the health boards Standard Operating Practice (SOP) document.
How do I close the Mobile App?
For iPhone Users:
If an app is unresponsive and your iPhone, iPad, or iPod touch still reacts to button presses, you can force the app to close:
Press the Home button two times quickly. You'll see small previews of your recently used apps.
Swipe left to find the app you want to close.
Swipe up on the app's preview to close it.
For Android Users:
Open the Notifications tab by dragging the top banner down and tap Settings. Scroll down till you see Apps and click on the button. In the list of running applications, select the application you wish to close and tap Force Stop.
I can't log out of the Mobile App
If you are trying to log out of the mobile app but you are being asked to send data, the app won't let you sign out if you have data to submit and you aren't connected to the internet. You will need to connect to wifi/data, and click "send data". The send data button will only work if you have a valid connection.
If you wish to speak to our dedicated Support Team you can do so by emailing firstname.lastname@example.org or calling through on 0161 850 0111, they will be more than happy to look into this for you.