Notes about claims

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    Hi folks

    I’ve been asked to evaluate our current system of keeping notes regarding claims.

    At present, staff record things in our Northgate system and also on our document management system. There is considerable duplication, although the DMS is also used as a reminder system – it pops up in the user’s diary to remind them to action a claim or suchforth.

    I’ve spoken to a group of staff and they actually like using both places to record notes – they don’t see it as an onerous task, as they simply cut and paste between systems. However, our senior management team are not happy about things being in two places and want staff to use just one – although at the moment they aren’t too fussed about which one!

    I have to say from my point of view, I agree with the staff – there is a usefulness to notes being availabe in both systems. However, I know that this isn’t going to be what management want to hear! 🙂

    What do other authorities do? How do you record your case notes? Do you keep them in your processing system, your dms or in another place altogether?

    I’d be grateful for any info or opinions.


    I’m with you on this. A few years ago I was working for an Authority usin g iWorld and a Comino DIPS. Our management thought that it was a waste of time duplicating notes on both systems.; We thought it was safer to make notes anywhere and eveywhere. And as you say, cut-and-paste takes no time as you are already in both systems.

    I think what happened is that we were asked to make notes in just one place and this request was generally ignored…


    Cynical and world-weary this may be, but why oh why do senior management always think they know best about the detail of day-to-day operations, better than the people who, y’know, spend all day actually doing the job? 😕

    I agree with you and the post above. It’s not quite the same but I have worked in places where the decree was passed that “Thou Shalt Not Make Notes”, because the letters produced and the trail of system activity kept automatically should between them tell you everything you need to know about the history of a case. This being the imperfect real world of benefits of course that was not the case, and sure enough note-taking recommenced swiftly. 8)

    If it’s a simple cut and paste job then leave them be I say.


    This is a very intresting thread, in our authority assessment notes seem to be confined in the DMS, the reason being it is easy for staff to follow the story of a file, which is all containied in the DMS.

    We use Northgate as well but I find staff are unlikely to refer to notes (or notepad) as SX3 is just a specialised “calculator”

    The only notes of value on the benefits database (sx3) are the functions it is used for ie, description of earnings , pensions, bank accounts, diary event dates, manual adjustments , only database related items.

    If you want to know whats going on with a claim, the DMS should have it all, If you want to alert staff to what you have done on the calculator sx3 is your man

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