Why is the "Service visit not started" notification not being sent until an hour and 5 minutes until after the service was scheduled to begin?

There are two main notifications (Nags) for visits that cover support workers not setting the visit as started, or not setting it as finished:

The default values in Admin -> Parameters are 9 and 14 minutes respectively which means a NAG  is created 9 mins after someone does not click their phone at the start of their visit and 14 mins after. This is to give support workers time to log their work.

The process (called Queue Processor) that creates the nags runs every hour. This process is the same one that runs through the entire system and creates all the nags and sends emails etc so we can't have that run too often which is why it runs hourly. It runs 5 minutes past each hour.

So in the case where you have a visit at 11am, it will mark the visit as not started 7 minutes later so 11:07, then the processor will pick it up at 12:05 (because in the 11:05 run that visit was not late.

We could try to adjust that on your system so that it marks visits after 5 minutes instead of 7 minutes but this could create a lot of Nags and add more work for you. The max wait time will be a visit at 15 minutes past the hour will will have the email sent at 5 past the hour so will be a 50 minute wait if that makes sense. Note this only speeds up visits at the whole hour (i.e. start time 11am for example).

We recommend using the Nags as prompts to speak to support workers that are consistently late and let them know that the system is watching and they need to use the app to mark a visit as started within the first 5 minutes.