Case Management is for ongoing client care that spans more than one interaction. Use it when staff need to coordinate follow-up, track goals or plans, review history, and keep work connected over time.
Use a case when the work has continuity, such as:
A client needs multiple follow-up steps.
Staff need to coordinate care across appointments or services.
There are goals, plans, referrals, or tasks to track.
A supervisor or another staff member needs to review progress.
Reporting should show ongoing care rather than a single visit.
Client details.
Visits and services.
Notes, tasks, calls, and attachments.
Referrals or follow-up actions.
Staff ownership, status, and important dates.
Vitals recorded during a linked visit, shown as a "Vitals Recorded" entry on the case timeline.
Ultrasound, STI test, and pregnancy test results recorded during a linked visit, shown as summary chips nested inside that visit's Visit card on the case timeline.
Appointments linked to the case through a visit, shown as Appointment Scheduled, Rescheduled, or Cancelled entries on the case timeline.
Health history recorded for the client, shown as a "Health History" entry on the case timeline. See Client Records and History for what the entry includes.
When a pregnancy center (CPC) client has an open case, the top of their activity timeline shows a sticky Active case rail: a compact bar with the case number, initial assessment status, follow-up due date, and pregnancy outcome (or "In progress" while the case is still open). Click the rail to jump straight to the case. It only appears when the client has a case that is currently active.
Key dates from a case automatically show up as milestone entries on the timeline for both the case itself and the client it belongs to. This gives staff and reviewers a quick picture of where a case stands without opening every tab. Milestones now render as compact one-line entries rather than full activity cards, for example "Case #73 - Follow-up Due." Milestones include:
Case Initiated - when the case was opened.
Last Menstrual Period - the recorded LMP date.
Follow-up Due - the case's follow-up date.
Estimated Due Date - calculated from a sonogram due date if one is recorded, otherwise a physician-estimated (PT) due date, otherwise 280 days from the LMP.
Pregnancy Outcome - shown when an outcome has been recorded, with the outcome noted alongside the entry.
Birth - the recorded birth date.
Case Closed - when the case was closed out.
Only milestones that have a date recorded on the case appear on the timeline. Each entry links back to the case it came from (labeled with the case number when one is assigned), and clicking it opens that case. A client can have milestones from more than one case on their timeline if they have multiple cases. Milestone visibility follows the same case permissions as the rest of case data, so a user who can't view cases won't see these entries.
The case activity feed can be filtered by activity type, including an Ultrasounds filter alongside Visits, STI Tests, Benefits Received, and Vital History. Use the filter to quickly find ultrasound activity within a busy case history.
When an appointment is linked to a case through a visit, its scheduling activity shows up on that case's timeline as well as the client's: an Appointment Scheduled entry when it's booked, an Appointment Rescheduled entry if its date changes, and an Appointment Cancelled entry if it's cancelled. Only appointments actually linked through a visit are included; simply sharing the same client does not link an appointment to a case.
A case's Charts tab lists chart entries from every visit linked to the case, including the built-in visit charts (Pregnancy Test, Ultrasound, STI Test, Client Advocacy/Counseling, and Vitals) alongside any custom chart entries.
A built-in chart that nobody has opened or acted on yet for a visit shows a Not started status. This is an honest placeholder, it means the chart exists as an option on that visit but no one has recorded anything, completed it, or sent it for review, rather than implying content was already recorded.
As soon as staff use Mark Completed or Send for Review on that built-in chart, the row on the Charts tab switches to the chart's real status (for example Draft, Needs Signature, In Review, or Signed), the same statuses a custom chart entry shows.
Each built-in chart appears once per visit on this list. Once real activity exists, you will not see a duplicate "Not started" placeholder alongside it.
See Locked Records and the Addendum Flow for what happens when a built-in chart section is sent for review and locked.
Keep the case status current.
Put short-term work into tasks instead of leaving it in free-text notes only.
Add notes that explain decisions, handoffs, and follow-up context.
Close or resolve the case when the work is complete according to your organization's process.
Use Intake to collect starting information and Visits to document what happened in each specific interaction.
