FAQ: Working with Cases
Answers to common questions about creating, editing, and managing medical cases.
Can I open a case if the patient has not been queued?
Yes. Queuing is optional. You can open a case directly from a patient's profile or from the Medical Cases list without checking them into a queue first. The queue is simply a convenience for managing patient flow when multiple patients arrive.
Can I edit a case after it has been opened?
Yes, usually. Most fields in a case can be edited after creation unless the case is closed or locked by your system administrator. However, some fields (like the patient name or admission date) may be read-only to preserve the audit trail. Ask your administrator if you need to change a field that appears locked.
What happens if I discharge a patient before recording all their clinical information?
The case remains open. Closing a case does not delete the information in it. If you need to add more notes, vital signs, or prescriptions after discharge, you can usually reopen the case or add information to it before marking it fully closed. Check with your manager about your facility's policy on case closure.
Can two patients have open cases at the same time?
Yes. Each case is independent. Your ward can have many open cases for different patients simultaneously. However, some facilities restrict a single patient from having two concurrent open cases. If you cannot create a case for a patient who already has one open, you may need to close the existing case first or add information to the existing case instead.
Are services automatically charged when I record them in a case?
Not always. It depends on how your ward is configured. Some services may be set to auto-bill when recorded; others may require a separate step (like confirming a bill or issuing an invoice). Ask your manager or the administrator about which services trigger charges and when billing occurs.
Can I delete a case?
Typically no. Cases are usually immutable records that cannot be deleted (to maintain the medical and audit trail). If a case was created in error, ask your administrator for help. They may be able to archive it or mark it for deletion, depending on your system setup.
What is the difference between a case and a queue token?
A queue token is a placeholder when a patient checks in and waits to be seen. It tracks their arrival time and position in the queue. A case is the actual medical record where clinical staff record diagnoses, treatment, and observations. A patient can have a queue token without a case (if they have not yet been seen), but once a doctor or nurse is ready to engage, they open a case to document the encounter.
Can I see all cases for a single patient across multiple visits?
Yes. On a patient's profile, you should see a list or history of all their past cases (previous visits). This allows you to review the patient's medical history before opening a new case. Click on the patient's name to open their profile and look for a Cases section or link.
What should I do if I cannot open a case?
Check the following:
- Do you have permission to create cases in your ward? Ask your administrator.
- Is the patient already in the system? Search for them in Patients or Contacts.
- Is the ward/department selected correctly?
- Does the patient already have an open case that you should add to instead?
If these do not help, contact your administrator or support.
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