Could you possibly add the ability for staff to click a 'Session Cancelled/Failed' button on the app.
If one of our staff gets to a visit and the service user chooses not to engage or use the session; currently, (correct me if i'm wrong), it has to be manually changed on a PC. Could this not be done by the staff member at the point of it happening? With a message sent to the system to flag it has occurred?
Customer support service by UserEcho