Complete the practitioner case record

4 Connect for practitioners : Creating a practitioner case for a new client : Complete the practitioner case record

Case

When you save the new client details you return to the case page to complete the case. The case page has twelve sections – not all of which apply to all cases:

Case – where you specify:

The nature of the client’s gambling and debt issues

The primary issue(s) motivating the client’s presentation

Risk assessment of the potential for harm to self or other

Case type

Agency where the case is to be located.

Anonymous – where you specify details relating to anonymous cases.

Counselling – where you describe the client’s trajectory toward the referral.

External Referral – where you specify details of any facilitated referrals to other non - Gambler’s Help services you have made for the client.

Add Issues – where you identify other client issues – additional to the primary issue.

Assignment – where you assign a primary care provider and optionally a secondary care provider to the case.

Activities – where you have the option of scheduling activities for the case.

Status – where you specify the case stage.

Closure – where you specify case closure details.

Receipt – where you specify key details of the referral mode.

Case Link – where you have the option of linking this case to another case or cases in this agency.

Case

In the Case section of the page you complete the key details defining the case.

Note that the client name displays as a tile in the Clients field. You can click this at any time during the case creation process to open the client page to add or change details.

$C:\Users\John\Documents\GH Connect\1606 PRS\editcase1.png$

1 Specify the gambling attributes of the case:

Gambler

Relationship to Gambler

Main Gambling Mode

Gambling Type

Duration of Gambling Problem.

2 Specify debt details:

Do you have any debts?

Are you in arrears with debts?

Have you been contacted by credit providers?

3 In the Primary Issue field, summarise the presentation.

You can enter up to 4000 characters into this field – 500 words or thereabouts. Should you need to include a lengthier description of the primary issue(s) consider attaching a Word document to the case. See Managing documents for practitioner cases for more information about how you do this.

4 Choose an option:

If…	Then
…you have identified risk issues	o select Yes in the Immediate Danger of Harm to Self/Other field o Describe the risks in the Details of Danger & Response Provided field
…you have identified no risk issues	o select No in the Immediate Danger of Harm to Self/Other field
…you aren’t sure whether there are risk issues l	Leave the Immediate Danger… field blank and return to it later when you have more information.

5 In the Case Type field

select Practitioner.

See Working with families in practitioner cases for details on how to use the Family Therapy field.

6 In the Agency field, $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ select your agency.

Counselling

In the Counselling section you provide details of how the client came into contact with the Gambler’s Help program and whether they are in contact with other services or programs.

$C:\Users\Bill\Documents\Business Systems\GHC Training\2016 Update\Graphics\edit case - counselling section.png$

1 In the Referred By field,

select the source of the referral.

2 In the Service Awareness field

select how the client knew about the service.

3 IF the client is in contact with another service or program, $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ select the service type in the Other Non-Gambler’s Help Services Client is in contact field.

Don’t confuse the Referred By field where you record how the client learned about the service (and that it might be helpful to them personally), with the Received By field where you record how this referral was initiated.

External referral

You use this section to document other services or programs that the client is connected with.

$C:\Users\Bill\Documents\Business Systems\GHC Training\2016 Update\Graphics\edit case - exref section.png$

1 IF you have referred the person to an external service or program as part of the intake, $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ select the service type in the Referred To field – otherwise leave it blank.

Issues

You use this section to record co-presenting issues you have identified in addition to the primary issue. These are recorded against the case and not the client, hence they remain confidential to Gambler’s Help Connect users in your own agency. When you select an issue from the list you also have the option of adding some explanatory notes.

$C:\Users\Bill\Documents\Business Systems\GHC Training\2016 Update\Graphics\edit case - addiss section.png$

IF you have identified co-presenting issues

1 $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ Select the issue in the Issues field.

2 Optionally, add a descriptive note in the Description field.

3 Click $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\Saveicon.jpg$ .
The issue displays in the Existing Issues section.

4 Repeat steps 1-3 as required.

You can close issues and record a resolution outcome as required.

Assignment

Telephone counsellors at the Gambler’s Helpline don’t need to do this step.

Exactly when, how and to whom a case is ultimately assigned as primary care provider is a matter for local process. However, it is good practice for every incoming case to have someone at your agency nominated as primary care provider to ensure the case doesn’t get ‘lost in transit’. If your agency has a staged case intake process then the intake worker might assign themself to the case until it’s allocated to a practitioner.

You do this in the Assignment section of the page. This section is on the right hand side of the page near the top.

$C:\Users\Bill\Documents\CMS\Captures\Screens\newcase6.png$

1 In the Primary Care Provider field $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ select the assignee.

Schedule activities

You have the option of scheduling future activities for the case when you set it up. There are two benefits from doing this:

You can set a reminder for the activity. This can be especially helpful if you want to assign the case to a colleague for follow up.

Scheduling the activity simplifies processing later on by setting the due date and time for the activity.

See Managing activities for more information about scheduling and processing case and client activities.

You do this in the Activities section of the page.

$C:\Users\Bill\Documents\Business Systems\GHC Training\2016 Update\Graphics\edit case - activities section.png$

1 Click

to open the Activities sub-menu.
The Activities section expands. If there are any other scheduled or completed activities against this case they display in summary below. Your name displays in the Staff field.

2 $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ Select the Activity Type.

3 $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ Select the Activity Sub-Type.

4 IF you are making the appointment for someone else, remove your name from the Staff field and add theirs instead.

5 In the Note field enter a brief note about the activity.

The Note field is mandatory – if you don’t enter something in this field you can’t save the case record.

6 In the When field specify the required date and time for the activity.

7 In the Activity Duration (H:M) field specify the scheduled length of the activity.

8 In the Reminder Time field set the reminder for a suitable interval before the scheduled start of the activity.

Stage

All new cases default to the stage of Incoming. It’s important that you update this status as you complete the intake to indicate the changed status of the case.

See Case stages for more information about case statuses.

You do this in the Status section of the page.

$C:\Users\Bill\Documents\CMS\Captures\Screens\newcase5a.png$

1 In the Stage field $C:\Users\Bill\Documents\CMS\Captures\icons and buttons\ddl.png$ select:

Acknowledged – if you aren’t ready to allocate the case

Assigned – if you are handing the case off to a colleague for follow up

Accepted – if you (or the nominated primary care provider) are ready to begin service with this case.

Receipt

The final step in creating a new case and client record is to specify the receipt details. The information you record here, in context with the Referred By and Service Awareness fields provides important information about the client’s trajectory toward the program and their initial mode of contact.

This section of the page also records key dates in the life of the case:

Started – when the case was created

Received – if the case was referred from outside your local service, e.g. from the Gambler’s Helpline, then this is the date the case was first viewed.

$C:\Users\Bill\Documents\CMS\Captures\Screens\newcase5b.png$

1 In the Received By field

select the referral mode.

If you receive a referral from the Gambler’s Helpline, the Received By field should already show this – if this is the case don’t change it.

2 Click

.
You have completed the new case for the new client.