# Customer Service Management : Progress Notes
Users of Comm.care can easily create Progress Notes, also known as **case notes** or **support logs**. Progress Notes should adhere to the basic documentation requirements to ensure compliance with the [Provider Payment Assurance Program](https://www.ndis.gov.au/providers/working-provider/getting-paid#providerpaymentassuranceprogram).
The 3 ways to create Progress Notes, reflect whether you have an associated appointment scheduled in **the Comm.care Calendar** or it is a standalone Progress Note (i.e. Ad hoc Progress Note). Let's delve into these options in greater detail:
# Progress Note - with an Appointment
The preferred way to create a Progress Note is via the Calendar. When you schedule an appointment in the Calendar, it automatically populates with an embedded Progress Note page in one of three colours. Here's what the colours indicate:
| | |
| ---------------------------------------- | ----------------------------------------------------------------- |
|  | Red - **No** Progress Note has been entered for that appointment. |
|  | Green - The Progress Note **has** been entered. |
|  | Grey - The Progress Note is for **a future appointment.** |
One of the benefits of creating Progress Notes from the Calendar is this system of 'flags', which easily alerts staff and Managers to the status of Progress Notes and therefore claims. You can filter for Appointments without Progress Notes (more on that further below) to ensure that your staff accurately document the service delivery. Then you can confirm with your Participants about the services provided, and claim accordingly.
Additionally, Progress Notes that are created and updated from within the Calendar will appear in both the Calendar and Timeline features. **When a Progress Note is attached to an appointment, it must be accessed via the Calendar to ensure the flag system above is updated accordingly, and Reports are accurately updated when Claiming.**
Progress Notes can also be created separately of an appointment and therefore will only show in the Timeline, and as dark green blocks in the Calendar view. They are called **Ad hoc Progress Notes** which will be discussed later in this article.*
To create a Progress Note from the Calendar, go to **My Calendar > Click on the red page icon** shown at the top of an appointment. Document the details of the service you provided along with the correct service, line item(s) & travel time.
# Ad hoc Progress Notes - without an Appointment
Pro tip: For shorter tasks like a phone call with the Client or doctor, where appointments are not created, you can create a Progress Note from either the Timeline or from the Home Page for the record of your services; whether or not it is 'billable' or 'non-billable'.
## Progress Notes - from the Home Page
First you need to add the Circle to [Add to My Frequent Circles for Quick Access](Add%20to%20My%20Frequent%20Circles%20for%20Quick%20Access.md).
Once done, go to **Home Page** and click **Progress Notes** in the Frequent Circles section to create an ad hoc Progress Note.
## Progress Notes - from the 'Circle' Timeline
Go to **My Circles**. Choose the relevant Circle by clicking on the name or searching their name, then click **Timeline > Add Document > Progress Note**
Below is an example of how to populate a Progress Note from scratch (ad hoc Progress Note) for shorter, non face-2-face, or unassigned appointments.
Ad-hoc Progress Notes are great for **Coordination of Supports**, as they allow Managers to see the actual time spent on service delivery, providing a true reflection of work undertaken for a Participant. More on [Billable Hours and NDIS Support Coordination](Billable%20Hours%20and%20NDIS%20Support%20Coordination.md).
All Progress Notes without appointments will appear as a **bold green colour** in the Calendar.
To view all such Progress Notes, go to **Your Organisation's Name > Calendar**. Toggle on the **Staff** whom you want to see the progress notes, then select **Show PNs w/o Appointment.**
# How to populate a Progress Note?
## Fields explained:
- **Default Template:** This was selected when you Created the appointment or from Added the progress note on Timeline.
- **Status**: Select if the service was: _**Provided**_**,** _**No Show**_**, or** _**Cancelled.**_
- **Time** and **Date:** of occurrence of the service.
- **Related Client:** is pre-filled from the circle you choose.
- **Related Service** pre-filled from appointment.
- **Support Item, Quantity** and **Unit Price** pre-filled from the appointment and service.
- **Non Billable:** This item is available for all appointments or progress notes of NDIS-funded services, though it is neither linked to the service nor used for invoicing. Here it is used for internal purposes, like you need to pay your staff for expenses that won’t be charged to your clients. It has a fixed Claim Type as Non billable, and you can enter time, quantity and price.
- **Attendees**: pre-filled from appointment.
- **Template-related fields:** these are the fields that come with the selected template.
- **Other fields:** depending on the service type (NDIS or DSS), Comm.care will show you their related fields.
## Appointment Cancellation:
For short-notice cancellations with a 100% cancellation fee, select the status **No Show**.
For advance cancellations without a fee, select the status **Cancelled**.
Depending on the Progress Notes' status, cancellation fees will be included in the claim as 100% or 0.
> _**Note:** The system will only allow you to select **No Show** or **Cancelled** when the service is selected. This is because NDIS allows **No shows** for certain services and line items only._
You can read more about this in the [NDIS Pricing Arrangements and Price Limits](https://www.ndis.gov.au/providers/pricing-arrangements).
> _**Note:** Once Progress Notes are claimed, they become locked. You are not supposed to change the Progress Notes after claiming. If changes are needed then, simply delete the invoice, make the changes, and then create a new invoice._
When a user saves a Progress Note, Comm.care now performs smart checks to ensure the note matches important details from the scheduled appointment. This helps prevent mistakes and supports clearer reporting and invoicing. [See more details](Progress%20Note%20Validation.md)