This guide covers finding a record on a client's Client record tab, opening it, and reading everything the record can show you.
For a tour of the timeline itself, see What the Client record tab shows you. To add a new one, see How to create a record.
Find the record
Open the client and go to the Client record tab.
Type what you remember into Search records... — a word from the title or the write-up.
Select Search. The timeline narrows to the matching records.
Two more ways to narrow the list:
Switch on Key events only to show just the records someone marked as a key event.
Open the case instead of the client — the Cases tab, then the case, then its Records tab — to see only that case's records.
To clear a search, empty the box and select Search again.
Page through the timeline
When there is more than one page of records, Previous, Page 2 and Next appear under the last card. Previous is unavailable on the first page and Next on the last. Paging keeps whatever search and switch you have applied.
Open the record
Select anywhere on the card, or the history icon on the right of it. The record opens in a popup.
The popup header names the contact method and, underneath it, the references for this record — for example "Client ID: 4821 | Record ID: 99310".
What the popup shows
Only the blocks that apply to this record appear, in this order.
The write-up
The title in bold, then the full content — no longer trimmed to three lines as it is on the card.
Details
Case — the case this record belongs to, or No case when it is filed against the client rather than a case.
Assignee — the staff member the record is recorded against.
Date — when the contact, appointment or action happened or is due.
Time spent — the minutes recorded against it.
Attendance — on an appointment: Attended, No show, Cancelled by staff or Cancelled by client.
Key event — shows Yes when the record is marked as one.
Attachments — each file as a link. Select one to open it.
Wellbeing tracker
On a record created by a wellbeing questionnaire:
Framework — which questionnaire it was, for example ONS4 or WEMWBS.
Type — Baseline for the first one, Follow-up for later ones.
Status — where the questionnaire has got to.
Method — how it was completed.
Score — the score with its percentage and band.
Completed or Sent — the relevant date.
Underneath, Questions and answers lists every question with the answer given.
Consultation
On a record created from a consultation template:
Template — the template used.
SNOMED codes — the clinical codes attached, or None.
A Draft badge when the consultation was saved as a draft rather than completed.
Record history
Who did what to this record and when: the action, the date and time, and by the person's name. Where a field was changed, the change is listed as the old value to the new value, so you can see exactly what was edited. A record nobody has touched since it was created shows No history yet.
Clinical record
If the record has never been sent to the GP clinical system, this block says "This record has not been sent to the clinical system yet.", with a SNOMED CT codes picker and a Send to clinical record button.
Once it has been queued or sent, the block shows:
The status badge and its wording in full — Sending to clinical record in progress, Sent to the practice device [date] — awaiting SystmOne confirmation, Filed to clinical record with the date it was sent, Sending failed, or Sending cleared.
Clinical system: the practice it was sent to, with its ODS code in brackets, or Not resolved yet.
The SNOMED CT codes that went with it.
Sent and the date.
On a failure, a Failed fileback reasons panel with the error reported by the clinical system, guidance on what to do, and how many attempts have been made so far.
A Retry button appears only while the send has failed or is still pending. Selecting it queues the record again straight away.
Edit or delete from the popup
Edit at the top of the popup opens the record in the same form used to create it — see How to create a record for what each field means. Saving leaves an entry in Record history.
The bin icon deletes the record. You are asked to confirm Delete record?, which warns "This removes the record from the timeline. This cannot be undone."
Deleting is permanent. There is no undo and no bin to restore from. If the record was queued for the clinical record, deleting it also cancels that send. If you only need to correct something, use Edit instead.
Notes and troubleshooting
A search finds nothing. Search matches words in the record, not staff names or dates. Try a single distinctive word, and check whether Key events only is still switched on.
The Retry button is not there. Retry only appears while a clinical send has failed or is still pending. A record that filed successfully, or whose send was cleared, has nothing to retry.
The Clinical record block is missing entirely. That record was never offered to the clinical system — the block only appears where a send exists or can be started.
Someone edited a record and I cannot see what changed. Open the record and read Record history; every change is listed with the person, the time and the old and new values.