Adding a Case Note

Case Action Available At: ALL Cases/ALL Statuses

If you need to record a case note, you would use the Case Note case action, which is available at all case statuses.

You will be asked for several pieces of information:

Contact Date

On what date did the contact occur?

Contact Type

We have defined 4 different categories of contact type within the system.

Client

This is for any exchange of information directly between you and the client, and ONLY for details to/from the client.

3rd Party

This is for any communication directly about the client, but with anyone other than the client. If you choose 3rd Party, an additional drop-down appears requesting the 3rd Party Organisation.

Internal/Partner Support

This is to record communications between Cranstoun staff, including Partner Support workers, and with internal partners (where used, like Sutton).

Case Management/Supervision

These records tend to come from meetings with your line manager or team leader and might be about your handling of the case or suggestions for the subsequent actions. These are likely to contain information about you rather than the client.

Contact Summary

This acts as a reminder and is displayed in the case journal to remind you of the case's nature.

Contact Note

This should generally contain the details of the contact, the body of an email, the SMS sent or the details of a telephone conversation. Please do not add the full email, just the latest information sent or received. If you do need to record the whole email chain, this should be printed as a PDF and attached to the case note.

Case Note Restricted

If you believe there may be a reason why the client should not see this case note, you should tick this box. This does not mean it WILL not be seen by the client, but if they request their data then this will flag a potential risk by sharing this data with them. Each case will be judged at the time of data extraction. If you know you are adding information that the client should not view, please try to keep that information in a separate case note and not mix it in with other details.