FAQ

Frequently Asked Questions

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Here you can find the answers to the most common questions, if you cannot find an answer please contact our support team via the Contact Us page.

Contact Us


The most common questions we encounter are addressed in this FAQ section. If you have any further queries, then it’s possible to contact us via your Inbox after logging in. Alternatively you can email us at info@nursely.app. Our support number (0203 992 8672) is mainly intended for emergency contact - so please only use it as a last resort.
The Inbox feature enables you to message the Nursely support team, including your area manager or the home managers where you work. You can see the Inbox menu in the Nursely web and mobile apps after logging in with your username and password. Please remember that this is not an instant messaging service. As such, it may take up to 24 hours to receive a response.
The Nursely head office is open from Monday to Friday, 9am to 5pm. However, area managers and the support team are contactable via the Inbox messaging feature even during evenings and at the weekend. In an emergency situation you can always call the support line.

Payments


Pay rates vary among various homes and regions. You will be given full details of the rate offered and total shift pay in the shift notifications you receive from homes.
The Nursely system generates invoices to nursing and care homes at 4pm every Friday for all shifts completed and signed off for the previous week. Payments can take a maximum of 14 days and are generally processed on Mondays - but it can take up to 24 hours to reach your bank account.
We aim to settle invoices within a maximum of 14 days. Sometimes they can be settled faster and processed within a week, but please don’t chase us asking for payments until after you have waited for a maximum of 14 days.
You must enter your bank details such as account name, account number (eight digits), sort code (six digits) and bank name from your Nursely login. Please don’t enter your 16 digit card number.
Payment is settled by a third party payment processing company and there is a processing charge of 3.5% for each transaction, which will be deducted from your total pay.
As per our Terms and Conditions, all staff members are required to work under self-employed status. This means we don’t deduct any tax and we pay the full amount to you. It’s your responsibility to pay any taxes due to HMRC.

Self-Employed


Self-employment is probably one of the most flexible ways of working. You can register as a limited company or simply register as a sole trader. More information and guidance can be found here https://www.gov.uk/set-up-sole-trader
Yes! We’re planning to recommend a panel of approved accountants who can carry out self-assessment for you at an affordable rate. More information will be announced later.
Sorry - at the moment we’re unable to offer this type of service, but we’re exploring the possibility of doing so in future. We’ll let you know when we’re ready.

Time Sheets and Working System


Nursely is part of the digital revolution that is sweeping the UK currently. We have developed the websites and apps with an emphasis on simplicity and user-friendliness. You will receive SMS, email and push notifications as soon as any new shift is posted by a nursing or care home. These shifts are allocated on a first-come-first-served basis, meaning they will be assigned to whoever first accepts the shift in question. If you are desperate for work, make sure that you login and accept the shift as soon as you receive a notification.
Nursely does not use paper timesheets - everything is carried out digitally through your web or mobile app. As soon as you complete a shift, you mark it as ‘Complete’ in the web app or select ‘Send for Sign-Off’ if you’re using the mobile app. From this point, it’s down to the home manager to sign everything off. It's important that you do this immediately after you complete a shift. If you fail to do so, your payment for the shift is likely to be delayed.

Uniform and ID Badge


No, we don’t provide uniforms - it is the responsibility of the staff to arrange for uniforms personally. Carers are required to wear black trousers (or skirt) and a white top with ID badge. Nurses must wear a blue or navy blue uniform with the Nursely ID badge.
As soon as your profile is completed and activated in the system (after references and DBS checks are concluded), we will post you the ID badge. Please make sure that you wear this badge all the time. If you misplace your ID badge and need a replacement, there will be a £10 charge for issuing a new one.

Shift Cancellation Policy


We recommend that you double check your availability before accepting a shift, as cancelling a shift can negatively affect you in several ways.
  • There will be a £25 penalty if you cancel a shift within 12 hours of the starting time of the shift without a valid reason.
  • Cancelling a shift can endanger your Reliability Grade and can impact on your suitability to use the service. Frequent cancellations may lead to the removal of your profile from Nursely.
  • If you want to cancel the shift due to a valid reason such as sickness, you must click on Cancel and call the number displayed on the web and mobile apps.
Yes. If a home wishes to cancel any shift within 12 hours of the projected start time, then a penalty of 50% of the shift value will be applied. This amount will then be passed on to the affected staff directly. At Nursely we believe this is the best way to recognise staff commitment and ensure fairness in our processes.

Staff Review System


Yes, that’s correct. When a shift manager signs off a shift, they have the option to give you a star rating. However, this is optional and they are not required to do it all the time. Reviews are visible for homes when they check your profile - so we encourage you to always strive for positive five-star reviews. In future (when we have more staff than we need), these ratings will be used by the system to filter and send shifts to the highest scoring individuals.