Summary:
Good case notes are a vital part of the service we provide to our customers. Craft helps us to ensure that they’re the best that they can be. Clear, relevant, attributable, factual and timely.
Discussion Questions:
- What are the impacts on you and other teams of poorly written case notes?
- What impact might poorly written case notes have in the event of a complaint?
- What opportunities do you have to improve your case notes?
Key Takeaways:
✅ A well written case note will tell a story that is easy to follow, with no large gaps that could lead to misinterpretation or misunderstandings.
✅Avoid abbreviations, use plain English and stick to the facts.
Quick reference guide:
The acronym CRAFT stands for Clear and concise, Relevant, Attributable, Factual and Timely.