Cases help you to organise appointments, support activities, class passes, client injuries, Medicare plans, NDIS budgets and more! Our creative cases feature allows you to tie a lot of information to a particular case.

This help guide will cover:

  • How to create a case

  • How to use cases

  • How to update a case

  • How to close a case

  • How to view the case status

📝 Note: If you have Medicare and DVA plans, you can use cases to automatically pre-fill referral details on a claim.

Create a new case

There are two ways that you can create a case: one way is from the client's page and the other is while creating a new appointment.

Create a case from the client's page

Search for a client, then go to the Cases and click + New case.

Here, you'll see a range of different fields to be used. These include:

Case number

This is auto-created by default and increases by one number for every case created. You can also set your own case number or add text if you prefer to give your case a name, like 10 class passes or a Medicare plan.

Assigned practitioner

This is the case manager or primary practitioner responsible for managing the case.

Approved budget

You can set a maximum budget for the case. Any appointments or support activities that are added and invoiced will be counted towards the case budget. Setting a budget is optional and you can exceed a budget if you choose to set one. Budgets are incredibly useful for managing a participant's NDIS budget or available funding for workers compensation claims.

Approved # of appointments

You can set a maximum number of appointments allowed for a case. This is especially useful if you plan on setting a limit for the number of appointments. A few examples include tracking visits for clients that have a chronic disease management plan, focused physiological strategies or eating disorder plans. If you sell class passes or a client purchases appointments in advance, then you could also track them here.


You can add a referrer to the case so that you know which contact should be updated regarding the status of the case. A referrer is especially useful if you intend on using the Medipass integration to submit Medicare bulk bill and patient claims and DVA claims as the referrer information like name, doctor type and provider number will be pre-filled into the case. Add a referring contact to cases and bring in referrer details. In order to add referrer information to a case, you'll need to first have contacts created in your workspace.

If a General practitioner (Doctor) is added as a referrer, the doctor's name and provider number will be stored in the case. If a Specialist (Doctor) is added as a referrer, the doctor's name and provider number will be stored in the case.

Issue date

The date that the referral was issued. This can be set to any time.

Referral period

If the client has a referral, then you can enter the referral period. For General practitioners, the standard is 12 months, for specialists, non-standard is 3 months and indefinite has no expiry.

Expiry date

Set the date that the cases' status should be changed to expired. This will be auto-set if you enter a referral period.


Add notes to a case for record-keeping purposes.


Upload files from the client's files or drag and drop new files in. Select the files that should be linked to the case.


Select any appointments that belong to the case. You can add and remove appointments at any time.

Support activities

Select any support activities that belong to the case. You can add and remove support activities at any time.

When you finish adding the necessary details, you can go ahead and click Create case.

You will then be moved to the viewing page where you can see all the case information, edit the case or delete the case.

Create a case while scheduling an appointment

To create a case while creating an appointment, head to the calendar and create an appointment. Search for a client, then + Create a case.

Enter as many details as you need for the case and then click Create.

Now, you will see the case has been created and selected and you can go ahead and schedule the appointment.

When you create an appointment, it will be associated with the case.

Repeating appointments and cases

If you create repeating appointments, then those appointments will be added to the case as long as the number of repeating appointments does not exceeds the maximum number of appointments allowed of the selected case or if the case does not have an approved number of appointments set.

Viewing the series of appointments in the case

As an example, if the case has a maximum number of 5 appointments approved and you have 5 appointments scheduled for the client when viewing then the appointment side modal, you will see where that appointment sits in the case.

You can click the case number to directly open up the case from the appointments side modal.

Open and close a case

You can also close a case at any time, which will update the status. You can then re-open a case if needed. Closing a case will prevent adding new appointments to a case from the appointment creation modal. If a case is expired, you will see the expired status.

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