Discharge is recorded against a case. This guide covers choosing the discharge outcome, reviewing the optional follow-up work and reopening a case if the outcome was wrong.
It does not cover ordinary status changes; see How to change a case's status. Clinical codes and filing status have their own guides.
Open the discharge workflow
In the Case Management sidebar, select Client cases.
Open the client and select the Cases tab.
On the correct case, select the case actions button (⋯).
Select Discharge.
You can also select the case's status badge and choose a discharge status. Both routes open the same workflow.
Discharge is not shown in the actions menu once the case already has a discharge status.
Record the outcome
Wait while the app shows Preparing discharge options....
Under Outcome, choose one of: - Discharged - successful - Discharged - no show - Discharged - other - Discharged - deceased
Enter a free-text Reason if it will help colleagues understand the outcome.
Enter a Comment if more detail is needed.
The status is required and starts on Discharged - successful. Reason and Comment are optional free-text fields; the app does not offer a fixed list of discharge reasons.
Choose any follow-up work
The sections available depend on the client's case, contact details and your organisation's features.
Service reviews lets you rate services used. A rating is required for every review you switch on. Publishing is only offered for an eligible Marketplace listing.
Wellbeing Tracker can send a selected framework by an available channel. Its framework, method and recipient are required when switched on.
Goodbye Message can send a message by an available channel. Channel, Recipient and Message are required when switched on. WhatsApp is only available if your organisation has it switched on.
File discharge to clinical record sends the outcome and reason to a selected clinical destination. Destination and at least one SNOMED Code are required when switched on.
These actions are optional. Discharging does not automatically complete tasks, archive linked services, cancel appointments or close other cases. Review any open work separately.
Review and confirm
Select Review discharge.
Check the Outcome, Reason and Comment.
Check every optional action you switched on, including recipients and the clinical destination.
Select Confirm & Discharge. The button reads Discharging... while the work is being saved.
Joy changes the case status, adds its Completed date and creates one profile-update timeline record titled [case name] was discharged. The record includes the status, reason and comment, where supplied, and who changed it.
The result screen says Discharge workflow completed when no action needs attention. If the core discharge is saved but an optional action fails, it says Discharge outcome saved, but some actions failed. Read each result rather than repeating the whole discharge.
What happens to the client
Joy recalculates the client's active case after discharge.
If another case is Active, Waiting, On hold or Pre-triage, that case can become Active case.
If the discharged case remains the one used to mirror the client's status, the client's status and discharge date are updated.
The case stays visible on the client's Cases tab with its discharge badge and Completed date.
Assignment is not removed. The case can still appear where assigned work is listed, with its new status.
Existing records, messages, tasks, appointments and linked services remain in place.
If you switched on a goodbye message, wellbeing request, service review or clinical fileback, the result shows whether each was completed, queued, skipped or needs attention. A queued clinical action is not confirmation that the GP record has applied it.
Reverse a discharge
Open the client's Cases tab.
Select the discharged case's status badge.
Choose a non-discharge status, usually Active.
Joy confirms with Case status updated. It clears the case's completion date and sets a new active-since date. If the case becomes the client's active case, the client's discharge date is cleared too.
The discharge record stays on the timeline as history. Reopening does not withdraw a message, tracker or clinical item already sent, and does not remove a service review already created.