Cases

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Cases is a dedicated feature in Pabau that helps your clinic stay compliant, organized, and responsive when handling medical complaints, clinical incidents, or internal escalations. With customizable workflows, progress tracking, and secure documentation, Cases ensures every issue is handled with transparency and professionalism.

How to Create Case Types

Step 1: Navigate to Setup 

Start by logging into your Pabau account using your login credentials. Then, navigate to the Setup page located in the bottom left corner of the screen. 

Step 2: Access Case Types

Now, expand the "Objects" section. This will reveal the "Case Types" sub-tab.

Step 3: Create a New Case Type

On the Case Types page, navigate to the top right corner and click the 'Create Case Type' button to get started.

Once you click “Create Case Type,” you can start filling out the following fields:

• Name: Enter a clear, descriptive name for the case type so it’s easily identifiable in your system.

• Case Code: Enter a unique code for the case type. This helps with quick reference and reporting.

• Icon: Choose an icon to visually represent this case type, making it easier to spot in lists or dashboards.

• Reporting Categories: Two empty fields are provided to start with. To add more categories, click “+ Add item to list.” Categories help organize cases and make reporting and analysis easier.

• Stages: Two empty fields are provided. Click “+ Add item to list” to add additional stages. Stages define the workflow of the case and help track its progress.

• Outcomes: Two empty fields are provided. To add more outcomes, click “+ Add item to list.” Outcomes ensure consistent tracking of how cases are resolved or escalated.

Step 4: Save Changes

To finalize, navigate to the top right corner of the screen and click the 'Create' button.

By following these steps, you can easily create case types in Pabau. 

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How to Create a New Case

Step 1: Navigate to the Clients Tab

Start by logging into your Pabau account using your login credentials. Then, navigate to the left sidebar menu and click the 'Clients' tab to expand it. This will reveal the 'Cases' sub-tab.

Step 2: Create New Case 

Once you access the Cases page, you’ll see any cases that have been created so far. To create a new case, go to the top-right corner of the screen and click the 'Create Case' button.

A pop-up window will appear where you can proceed to fill out the following fields:

• Case Type * – Select the type of case by searching and choosing from your created case types.

• Client * – Search for and select the client this case relates to.

• Case Owner * – Assign a staff member responsible for managing the case by searching and selecting their name.

• Case Date * – Enter the date the case was created or reported (format: m/d/Y).

• Reported By – Enter the name of the person who reported the case.

• Description – Provide a detailed description of the case, including relevant details or observations.

Once you've filled out all the required information, click the save button in the bottom right corner of the window. 

Step 3: Review Case

You will be redirected to the case you just created, where you can add and view more information.

By following these steps, you can easily create a new case in Pabau.

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How to Manage Cases

Step 1: Navigate to the Clients Tab

Start by logging into your Pabau account using your login credentials. Then, navigate to the left sidebar menu and click the 'Clients' tab to expand it. This will reveal the 'Cases' sub-tab.

Step 2: View Case Details

When you access the Cases page, you’ll see all cases created so far. Click on any case to view its details.

When you open a case, you’ll get a full view of its details. The case number appears at the top left, and the case owner is shown at the top right of the screen.

Right below, on the top-right side of the screen, you’ll see two options:

• Convert Case: Use this option to turn the case into another type of record or workflow if it needs to be reclassified. For example, a client complaint case could be converted into an internal escalation or follow-up task.

• Mark as Closed: Click this when the case has been fully resolved. This updates the case status, ensuring it’s no longer active but still saved for records and reporting.

Step 3: Update Case Stage 

To update the case stage, simply click the appropriate stage name from the options displayed at the top of the screen. The case will move to the selected stage automatically.

The stages shown are based on the case type assigned to the case.

Step 4: Add Note

To add notes about the case, click the plus sign (+) on the client’s Activity screen and start entering any relevant information.

Any activities happening in the client card will also reflect on this screen. 

Step 5: Edit Case

To edit case information, click the pen icon in the top-right corner of the client’s image, and a pop-up window will open.

From here, you can:

• Add additional clients involved

• Enter or update the Reported By information

• Enter or update the Case Description

Step 6: Add Attachments

When you scroll down, you’ll find the option to add attachments related to the case on the left-hand side.

Clicking 'Add Attachment' opens a pop-up window where you can choose to upload a file either from the client record or directly from your device.

After selecting the file, click the 'Attach' button to finalize. 

If you want attachments to be automatically added to the case, enable the Sync toggle.

A confirmation pop-up will appear, as activating this option will sync all documents linked to the case.

To finalize, click 'Yes, Sync.'

Step 7: Add Forms

Below the attachments section, you’ll also see the option to attach forms. To add a form to the case, click the 'Add Forms' button.

A pop-up window will open where you can select which form to attach to the case from the client record. Clicking the Search form field opens a dropdown showing all forms saved on the client card.

Once you've selected the form, click the 'Save' button to attach the form.

To automatically attach any forms saved in the client card to this case, enable the Sync toggle.

A confirmation prompt will appear. Click 'Yes, Sync' to finalize and automatically attach the forms to the case.

Step 8: Link Appointments

Below the forms section, you’ll find the Appointments section. Here, you can link any relevant appointments to the case by clicking the '+ Add Appointment' button.

A pop-up window will appear where you can search for relevant appointments by clicking the Search appointment field. A dropdown will display all appointments for that client—simply select the one you want to link.

Click 'Save' to attach the form. 

Step 9: Fill Out Case Form

At the bottom-right of the screen, click the blue plus sign (+) to access available case forms. Select the form you want to fill out from the list of forms you’ve created in the system.

Clicking the form will redirect you to a new page where you can fill out the case information. Once you’ve entered all the details, click 'Save Form' to finalize.

After saving the form, return to the case, and it will be recorded in the Activity section. The blue plus sign icon will now appear greyed out, indicating that the form has been added.

By following these steps, you can manage your cases in Pabau.

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