FAQ - Why Case Management Notes Sometimes Appear Twice/ Case note that I didn't add

Sometimes, you will come across Case management notes that look to be duplicated. Or sometimes a case management note that YOU didn't leave. This can look like a duplicate or system glitch - but it isn’t.

 

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Why this happens

Each time an existing case management appointment is updated,

the system will display the below alert giving you option:
 

This feature allows the user to decide whether the note to be left again as a separate entry:

• Keep a complete record of every interaction related to that appointment
• Maintain a clear audit trail for compliance
• Show exactly what changed and when
• Avoid the need to create multiple appointments for separate interactions

These automatically generated note entries include a case management entry number, which helps you identify where the information came from.

 

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Example: How this helps your workflow

If you have multiple interactions with a client during the day, the system records each one. For example:

1. You email a client (5 minutes) - Case management appointment generated #1234
2. You move on to another client (15 minutes) - Case management appointment generated #5678
3. The original client calls you back (10 minutes) and you provide assistance - You go back to #1234 to add further details

Instead of needing separate appointments, all these interactions can be captured within a single appointment(#1234). The system then displays each change so nothing is missed.

 

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Who should edit an appointment?

Generally, once a case management appointment and its note have been entered by one care partner, we recommend that no one else modify it unless:

• They have also interacted with the client, or
• They need to update details relevant to their role

This helps maintain accuracy and avoids unnecessary edits.