Help with consultation notes and understanding follow-up appointment statuses.
Where do I add a clinical note (including a record of a phone call)?
Clinical notes are added from the Today's Consult tab on the patient's record. This is also how you record something that isn't a booked consultation — for example a telephone conversation with the patient: open the patient, go to Today's Consult, write the note and save it. Saved notes appear in the patient's clinical notes list.
Notes are missing or not saving
Make sure you save before leaving the consult screen. We're aware of an issue that can affect how consultation notes are stored, and our development team is working on it.
As a precaution, after writing a consultation note please check that it appears in the patient's clinical notes list on the patient record before you close the page. If it isn't there, re-enter it while the details are still fresh.
If notes still don't persist, record the patient name and consult date/time and contact support so we can investigate. Please report it as soon as you notice — the information we need to investigate is only available for a short period after the event.
A note was re-entered later and is filed under the wrong date
A clinical note is dated when it is saved and finalised, so a note re-entered days or weeks after the consultation will appear under the date it was re-entered rather than the consultation date. The date shown on a note cannot be changed from the clinical screens.
If a note needs to sit under the actual consultation date, contact support with the patient name, the note title and the correct date, and we can correct the date the note is filed under. The record of who edited it and when is kept intact.
Content typed into a form during a consult (e.g. a triage or assessment form)
Forms opened inside the Today's Consult panel behave differently from the clinical note editor. The clinical note editor saves as you type; forms do not currently auto-save. A part-completed form is only stored once you use Complete the Form.
This means that if you leave the consult screen with a form part-filled — for example to open the calendar and book a follow-up appointment, to set the patient's limits, to create the prescription, or if the tab is reloaded or reopened — the answers typed so far are not retained and cannot be retrieved afterwards.
Practical guidance for clinicians:
Finish and complete the form before navigating anywhere else, including the calendar, the limits screen and the prescribing screen.
Work in this order: complete the consultation template first, then set limits, then write the prescription — not the other way round, and not with the template left part-filled.
Book follow-up appointments after the form is completed, not part-way through.
For long assessments, complete the form first and edit or add detail afterwards rather than leaving it open.
Check the completed entry appears on the patient record before leaving the screen.
Internal note for support: if a clinician reports lost content from a consult, establish first whether it was the clinical note editor or a form. For a form, there will be no draft, version history or deleted document to restore — check patientForms for the patient (only completed submissions exist) and the activity log for the absence of a POST to /patients/{id}/forms. If there is no record of the form being completed, there is nothing to recover: the content has to be re-entered. Say so neutrally and do not offer recovery.
Internal note for support — moving within the patient record also loses answers: the loss is not limited to a browser reload. A CB1 Medical case (Sept 2026) showed the consult screen remounting in-app: the request burst at the point of loss was /forms, /clinicalTemplates, /consults/active and /clinicalNotes/active with none of the app-boot calls (/auth/intercom, /clinics, /patients/counts) that a true reload produces. The clinician's routine was consult template → patient limits → prescription, "saving as I go", and she pressed Save rather than Complete the Form. When gathering evidence, ask explicitly whether the clinician refreshed/closed the tab or simply moved to another screen within the patient record and came back — both paths lose the answers, and any fix needs to cover both.
Internal note for support — engineering tracking: improved draft persistence for in-consult forms is tracked on Auto-save draft forms for consults (trello.com/c/avyhkg3Z), which is in Ready to Test. The earlier card consult-patient-form-answers-not-drafted (Trello 331, "Consult form text is lost if the tab reloads") was archived on 22/09/2026 as a duplicate of it — do not re-open it or file a second card; attach new reports to avyhkg3Z. Verifiers should confirm the fix covers an in-app remount of the consult screen, not only a tab reload. There is no ETA to give customers.
An appointment shows as "completed" but the notes aren't there
A "completed" status doesn't confirm that notes were saved. Appointments can be closed off automatically the following day, so please check the patient's clinical notes list to confirm your notes were stored rather than relying on the appointment status.
What the follow-up status icons mean (e.g. the red icon)
Follow-up appointments show a status indicator. A red icon flags a follow-up that needs attention. If the meaning is unclear for a specific patient, contact support.