When you open a client from Client cases, you land on their Client Overview screen: a header that identifies the person, and a Summary tab that gathers everything that has happened with them so far. This guide explains what each part of that screen is telling you, and where to go next.
Open a client
In the Case Management sidebar, open Client cases.
Select the client's name in the list.
The client's page opens on the Summary tab. The Client cases link at the top left takes you back to the list.
The client header
The header sits above the tabs and stays the same whichever tab you are on.
The client's name. If a "known as" name has been recorded on the Profile tab, it appears in brackets after the full name — for example Margaret Wilson (Maggie).
Client since [date]. The date this client record was created in Joy.
Client ID: [number]. The client's Joy record number, with a copy button beside it. See How to find a client's Joy ID number.
Two badges appear next to the name only in particular situations:
Hidden from other staff — this client has been hidden, so only staff assigned to them and organisation Owners can see them. See How to hide a client, a case or your whole caseload.
In triage — the client has an inbound referral still sitting at the triage stage.
If neither badge is shown, neither situation applies.
Header actions
On the right of the header you may see:
Hide from other staff (or Unhide if they are already hidden). This only appears if you are assigned to the client or you are an organisation Owner.
The safeguarding control — either a red Safeguarding note (N) button when notes already exist, or a quieter Add safeguarding note link when there are none. See How to add a safeguarding note.
Merge — combines duplicate client records. This only appears if your role allows client merging.
The Summary tab
The Summary tab is headed Client Overview Page, and beneath it sits a row showing the client's status (for example Active, Waiting, Pre-triage, Discharged - successful) and their triage wording (High, Medium, Low or Not triaged).
Cases and Records
Two counters sit at the top:
Cases — how many cases this client has. The same number appears on the Cases tab.
Records — how many entries are on the client's record.
Both show a dash (—) for a moment while they load.
Key events
Key events lists the records someone has flagged as significant, newest first, each with a star, the case it belongs to and when it happened.
Only the most recent key event is shown to begin with. If there are more, See more (N) expands the list and See less collapses it again.
Selecting a key event opens that record in full, read-only.
Add note opens a small dialog with Title (optional) and Note. Fill in the note and select Save (or Cancel to abandon it). The note is added to this client's record. A note needs some content before Save becomes available.
If nothing has been flagged, the card reads No key events yet.
Time Spent with Client
This card totals the time logged against the client's records — shown as, for example, 4h 35m — with the caption Total time logged across all records, or No time logged yet when the total is zero.
Underneath, it counts the client's whole history with your organisation:
Telephone calls — calls logged on the client's record.
Emails attempted — emails your organisation sent to the client. Any that failed are shown in brackets.
SMS / WhatsApp attempted — text and WhatsApp messages sent. Brackets show how many were confirmed delivered and how many failed.
Appointments — appointments recorded for this client.
Wellbeing frameworks completed — wellbeing questionnaires the client has completed.
Services signposted — times the client was signposted to a service.
Client records created — entries added to the client's record.
The word attempted is deliberate. These counts are messages handed to the network, which is not the same as messages the client received — only WhatsApp reports delivery back to Joy, which is why "confirmed delivered" appears for messages and not for email. A short note under the rows says the same thing.
Activity
Activity is the client's timeline. The Upcoming (N) and Past (N) buttons switch between what is still to come and what has already happened.
Each entry is labelled by type — Record, Message, Booking or Wellbeing — and selecting one opens the detail: the record itself, the calendar booking, the message that was sent, or the wellbeing questionnaire. Where there is nothing to show, the card reads No records.
Save a note to Joy
The last card, Save a note to Joy, writes a note straight into the client's notes in Joy rather than into the Case Management record — Saved notes go straight into Joy under your name and appear in the client's notes there.
Enter a Title and a Note. Both are required; without them you will see A note needs both a title and some content.
Select Save note to Joy.
A green Note saved to Joy confirmation quotes the note and client numbers it saved against.
If the write is refused, the card shows Not saved with the reason. If something else goes wrong it shows Something went wrong with the error. In either case nothing has been saved, so you can correct the problem and try again.
The other tabs
Along the top of the client's page:
Summary — this screen.
Profile — the client's details: demographics, contact details, next of kin, tags, lists and household.
Cases (N) — every case for this client, with status, triage, assigned staff and referral details.
Client record — the running record of notes, contacts and attachments.
Outreach — send and log contact with the client by SMS, WhatsApp or email.
Services — the services this client has been referred or signposted to.
Wellbeing — wellbeing questionnaires and scores over time.
Forms — forms sent to the client and the responses that came back.
Medical record — the client's GP record, where clinical integration is available. See How to view a client's medical record.
Notes and troubleshooting
The Cases and Records numbers show a dash. They are still loading. If they stay that way, refresh the page.
A colleague sees fewer cases on this client than I do. One or more cases is hidden from them. Hidden cases stay visible to the staff assigned to them and to organisation Owners.
The counts on Time Spent with Client look low. They count what has been logged in Case Management. Contact made outside the system, or not recorded on the client's record, is not included.
A message is counted as attempted but the client says they never received it. Attempted means the message was accepted for sending. Only WhatsApp confirms delivery back to Joy, so email and SMS counts cannot prove receipt.
There is no Hide from other staff or Merge button. Both depend on your role: hiding needs you to be assigned to the client or an organisation Owner, and merging needs the client-merge permission.