All client events, including shift progress notes, communications, incident reports, and messages, can be found in their Communications page.

The client's Communications page allows you to view and read all notes and communications recorded by care workers during shifts, as well as any updates added by office staff within your organisation.

To access the page, go to the sidebar menu and navigate to Clients > List. Select the specific client whose communications you want to view.

Selecting a client will bring up their profile and a new drop-down menu (client drop-down menu) on the left-hand side of the page. Select 'Communications' from the client drop-down menu.

This will bring up the communication history on the client's profile, with the date and time period of when the information was recorded.

When viewing client communications, you can use the 'Filter Categories' feature to view a specific group of communications (inquiry, incident, feedback, etc). Simply tick the boxes of the categories you want to view.

Don't forget to click 'Apply' to activate the filter.

Date Filter: The date filter will help you locate notes within the selected date range.

Note: You can also send SMS messages and email your clients from this page.

You can add comments directly to any event (such as a progress note or incident report) in the communications timeline to ask questions, provide updates, or collaborate with your team.

You can only view and comment on events that your role has permission to see (e.g., you cannot see or comment on a Private Note if you do not have Private Note access).

If an event has existing comments, a speech bubble icon with the number of comments will appear at the bottom of the event card. Click this toggle to expand the card and read the comments.

To add a comment, click 'Add Comment' to open the text box and type your message. You can attach images or documents to your comment by clicking 'Add Attachment' (maximum of 3 attachments per comment). Click the 'B' in the heading to make the text bold, and the eye icon to preview your comment.

Click 'Comment' to post it to the timeline.

Admin users can delete any comment on the timeline, while staff members can only delete their own comments. To delete a comment, click the trash bin icon next to it and confirm your choice.

Comments cannot be edited once posted; they must be deleted and rewritten if an error is made.

You can also export the Communications history page by clicking the 'Export' button after applying the necessary dates and filters.

A pop-up message will appear stating that the export file will be available for download on the Download Center page. You can click the Download Center hyperlink in this pop-up to go to the page.

Alternatively, you can navigate directly to the Download Center by going to Reports > Download Center in the sidebar menu.

Once you click Download, the PDF file will be saved to your computer. You can then print or email this file for your use. Any comments and attachments added to timeline events will be included in this PDF export.

Only admin/coordinators can add communications via the client profile page and send SMS and emails to clients. Care workers can only add progress notes or feedback.

To add a note, scroll down to the 'Add Notes' section. Select the type of communication you want to add from the drop-down menu and fill out the subject, date, and note content.

You can tick the 'Private Note' box to make the note visible only to admin and approved staff, and you can also attach files by clicking the 'Choose files' button at the bottom.

Make sure to click 'Add' at the bottom of the page after filling out the note. Otherwise, the information will not be recorded.

Alternatively, you can also click the blue 'Add Notes' button at the top of the page, which will lead you to the new note section described above.

You can edit any communication content by clicking the 'Edit' button in the corresponding section. A note will display when it was last updated and by whom.

Clicking on the 'Edit' button will allow you to edit these fields:

Click 'Update' after making the necessary changes.

You can export this information using the Event Details Report. This report is exported in CSV format, which can be opened in Microsoft Excel, and includes progress notes and other communication records for all clients.

For instructions on how to generate and download the report, please refer to this article: Event Details Report

The export will only include communication records that fall within the selected date range.

If no entries appear in the downloaded file, it usually means there were no communication activities recorded during the period you selected.

Please note that the export is filtered based on the date the communication was recorded, not the shift date. Try adjusting the date range filter to match when the note or communication was created.

Currently, charts and tables are not supported in Progress Notes.

If you need to capture more structured or detailed information during a shift, you can use Custom Forms, which allow you to collect additional fields and structured data.

You can customize the headings used in Progress Notes from the Account Settings page. For step-by-step instructions, please see: Customize Note Headings

For further assistance with Managing Client Communications and Progress Notes: Read, Edit, Export, and Print, please contact our Support team via online chat when you're logged into ShiftCare, or email support@shiftcare.com.