Documenting Client Calls with Clinical Messages

Documenting Client Calls with Clinical Messages

Overview

The Clinical Message feature in ICANotes+ allows practice users to document messages received from a client's friend, relative, or any other caller. This feature helps in maintaining clear communication records and ensures that essential client-related messages are properly documented for follow-up.

Step 1: Access the Clinical Message Feature

Go to the client’s chart and select the Clinical Message button located under the Other section on the chart face, as shown in the screenshot below.



Step 2: Document Clinical Message for Client

The Clinical Message screen appears as shown below. Use this screen to document information received on behalf of the client. Use the available action buttons to quickly populate the recorded details into the yellow message box.

Refer to the explanation below the screenshot for details on each field.


Documenting Message Details

Use this section to record key information about the message, including who shared it, whether a callback is expected, and any other relevant details.



  1. Message Taken By: Select from the dropdown list to indicate who is documenting the message.
  2. Message From: Enter the Message From field to capture the name of the person leaving the message.
  3. Basic message was: Provide the basic message details to summarize the message content.
  4. Call back: Specify a call back number if a return call is requested.
  5. Action taken, if any: Note any action taken, if applicable.

Once all details are recorded, click the Enter Into Message button to insert the information into the yellow message box for further review or editing.

Documenting Client Call Information

Use this section to record contact information about the client and the caller.



Client Call Information

Use this section to enter the client's contact details. If the information is already saved in the system, it will populate automatically. Otherwise, you can enter it manually.
  1. Home Phone: Auto-filled if available; enter manually if blank.
  2. Work Phone: Auto-filled if available; enter manually if blank.
  3. Cell Phone: Auto-filled if available; enter manually if blank.
  4. Email: Auto-filled if available; enter manually if blank.
To insert all contact details into the message box, click Add All. To insert an individual field, click the plus (+) icon next to it.

Caller Contact Information (other than client's)

Use this section to enter the caller's contact details if the caller is other than the client.
  1. Caller's Name: Enter caller's name in this field.
  2. Home Phone: Enter caller's home phone number.
  3. Work Phone: Enter caller's work phone number.
  4. Cell Phone: Enter caller's cell phone number.
To insert all caller's details into the message box, click Add All. To insert an individual field, click the plus (+) icon next to it.

Documenting Client Contacts

Use this section to record important contacts related to the client's care, such as their primary care physician, outpatient providers, or pharmacy. 


Enter the phone and fax numbers for each contact as needed. To insert all contact details into the message box, click Add All. To insert a specific contact, click the plus (+) icon next to it.
  1. Primary Care Physician
  2. Outpatient Psychiatrist
  3. Outpatient Therapist
  4. School Contact
  5. SASS Contact
  6. Pharmacy

Using Action Buttons

Use the action buttons below to quickly insert common phrases into the yellow message box. After clicking a button, the phrase will appear in the message box, where you can add further details as needed.

Available buttons include:
  1. Please Call
  2. Left Message
  3. Faxed To
  4. Please Fax To


Documenting Refill Details

The Refill Called In Form allows staff to document prescription refill requests received from a client’s relative, caregiver, or other representative. This structured form ensures refill approvals and appointment information are accurately recorded in the client’s chart.


The Refill Called In Form appears as shown in the screen below:



  1. Rx Called In by: Select the name of the person who called in the prescription refill on behalf of the client.
  2. Call-in Approved by: Select the staff member or clinician who approved the refill request.
  3. Last Kept Appointment By: Enter the date of the client's most recent completed appointment.
  4. Next Appointment Is: Enter the scheduled date of the client’s upcoming appointment.
  5. Other Comments: Add any relevant details regarding the refill or the communication received (e.g., prescription details, urgency, pharmacy information, etc.).
Once all details are recorded, click the Enter this information into Text button to insert the information into the yellow message box for further review or editing.

Step 3: Compile and Preview Clinical Message

After documenting the clinical message and any prescription details, click the Compile and Preview button located at the bottom-right corner of the screen to generate the final version of the message.



Once the clinical message is compiled, it appears in the format shown below. From this screen, you can perform various actions just as you would with any other clinical note:
  1. Capture an electronic signature
  2. Navigate to related work areas
  3. Generate an invoice
  4. Create a clinical or discharge summary
  5. Download or print the clinical message as needed


This ensures the message is fully integrated into the client’s record and available for follow-up actions.

FAQs 

You can find the Frequently Asked Questions (FAQs) on our Knowledge Base page.


Click here for quick access to the FAQs.


Need Help?

For further assistance, contact:
📞 Phone: 443-203-5857
📱 Text: 866-301-0085
📧 Email: ticket@icanotes.com
💬 Chat: https://app.icanotes.com



Proprietary Notice Information: This article is provided for informational purposes only, and the information herein is subject to change without notice. While every effort has been made to ensure that the information contained within this article is accurate, ICANotes cannot and does not accept any type of liability for errors in, or omissions arising from the use of this information.


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