# Customer Service Management : Documenting Support Delivery with Comm.care/ Cancelling appointments A **progress note** is legal documentation of services provided by your Organisation to your client. We made it easy for staff to create progress notes in Comm.care with a single click. Sometimes these progress notes are known as **case notes** or **support logs**. Whatever you call them, progress notes should follow basic documentation requirements to support the [Provider Payment Assurance Program](https://www.ndis.gov.au/providers/working-provider/getting-paid#providerpaymentassuranceprogram). There are 3 ways to create Progress notes; - From the Circle's Timeline - From the Calendar - From your home page (only if you add the circle to **My Frequent Circles**) Progress notes also make the standard of care for the patient better because the history of care is available to others in their Circle, and to new support workers should they come on board. There are two ways to create a progress note; from the Circle Timeline and from the Calendar: # From the Circle Timeline #### Step 1. Go to the Circle The quickest way to go inside a Circle is to click on `Circles` in the top grey bar. If you don’t see the Circle on the list, search for it by name. If you can't find the circle on this list, it means you are not part of that particular Circle, you need to ask the Admin to grant you access. #### Step 2. Go to the Timeline screen Click on `Timeline` in the blue Circle's menu at the top. From here, select `Add New Document` and then `Progress Note`  # From the Calendar (Recommended*) #### Step 1. Go to My Calendar Click on `My Calendar` on the the top Grey bar. In the Calendar you will see all your appointments with little red pages showing that don't have a Progress Note associated, and green pages showing that a related Progress Note was created. > _The little Green and Red pages in the Calendar are a great way to see what appointments you may have forgotten to enter Progress Notes for_ #### Step 2. Click on the `red doc icon` of the appointment to create progress note # From your home page First, to add circle to your homepage, your need to add them to your own list of frequent circles. Go to Organisation > Circles, clik on the star icon next to the circle name to mark them as frequent circle.   **(This is a preferred method as the progress note updated from the calendar will show in calendar and the timeline both whereas the other will only update the notes in timeline)** After that, just visit your home page and you can always create progress note for your frequent circles with just one click. #### Step 1. Open home page Find the circle on the My Frequent Circles list on the right side. #### Step 2. Click on the `red doc icon` next to the circle name to create progress note  #### Step 3. Add a Progress Note Complete the fields within the Progress Note. Make sure you complete these as a minimum so your Manager will love you!  - **Status** This is a dropdown list to select if the care was: _Provided_, _No Show_, or _Cancelled_ - **Time** and **Date** of occurrence of the service. - **Related Service**, **Quantity** and **Fees charged** from the Roadmap. - **Attendees**: This is a dropdown list to select who attended. - Other fields, depending on the service type (**NDIS**, or **DSS**) Comm.care will show you their related fields. > _Appointment Cancellation:_ > > _If it is a short notice cancellation and the client is charged 100% cancellation fee, select **Status: No Show**._ > _If the appointment is cancelled in advance and there is no cancellation fee, select **Status: Cancelled**._ > _Depends on the Progress Notes' statuses, the cancellation fees will be included in the claim as 100% or 0._ > _You can read more about_ [_NDIS Service Booking And Cancellation_](https://www.ndis.gov.au/coronavirus/providers-coronavirus-covid-19/service-bookings-and-cancellations) _here._  #### NDIS funded services - **Support item:** Select support item related to the appointment - **Related Client:** Select the client to whom the service is delivered - **Travel Time**: Depending on the line item you select, and permitting that it is eligible for travel costs, you will see a field for travel time. If you have agreed to a pre-arranged amount of travel time, this will automatically populate. This field is _new_ due to updates in the NDIS Price Guide. - **Report writing charges**: NDIS allows you to claim fees for writing reports. You should discuss and explain this fee with your client. - **Non Face-2-Face chargers**: Select if the activity is Non Face-to-face support. Non-face-to-face activities do not include general business activities such as scheduling staff. > _**NDIS Travel time, Report Writing, and Non Face-to-face charges**: With Report Writing and Non Face-to-face support, the travel time will be set to 0 in order to avoid overcharging your client. This simplifies the process of ensuring that a Service within Comm.care is accurately aligned to NDIS’s complex pricing structures which means using Comm.care will lead to more accurate record-keeping, claims, billing, and reporting._ #### DSS funded services - **Added Clients**: Select your DSS clients - **Interpreter Present**: Indicating whether interpreter is present in the session - **Unidentified Clients**: Number of unidentified clients associated with the case - **Service Type**: Select DSS service type you are providing # Track your time for NDIS funding For NDIS providers, it's best to keep your time in check. Comm.care allows you to select the special fields you will need to enter for NDIS-funded services for your [NDIS bulk claim upload](Running%20Reports.md), or when you create invoices for the NDIS Plan Manager or Statement of Services to your NDIS funded client. You will need to enter the NDIS line item and related client that is receiving the service.  > _**NEW** Now you can setup line items within an appointment and then all the related Progress Notes will have that same line item. This is perfect for support workers as it limits the chances of making mistakes when selecting the line item while creating the Progress note._ # Track your funding for DSS funded services If you are funded by the Department of Social Services (DSS) such as Commonwealth Home Support Programme (CHSP), you will notice that other fields might appear depending on the Service Type. As an example; if the Service Type is Home Modifications, you will also need to enter Total Cost (of the Home mods) and Extra Items to detail what was done.  Remember, one of the great benefits of Comm.care is that the support workers can enter their Progress Notes on the road, no need to go back to the office and handling numerous Excel spreadsheets and Word documents. When the support workers create a progress note, Comm.care will use this information for reporting purposes for the [NDIS Bulk upload](Running%20Reports.md), invoicing or [DSS DEX interface for CHSP funded aged care services](Automatically%20Report%20to%20CHSP%20Data%20Exchange.md).