Clients

Overview

The Clients area is where you keep every client’s record: personal details, funding, documents, goals and day-to-day notes. You add new clients through a guided wizard that adapts to how the client is funded (Aged Care, NDIS, DVA or Private). Everything about a client afterwards lives on their profile page.

Common tasks

Find a client

1. Click Clients in the sidebar. The page heading reads Clients.
2. Type part of the client’s name into the search box (Search clients by name…).
3. To narrow further, use the filter dropdowns: client type (All Types, NDIS, Aged Care, DVA, Private) and status (All Statuses, Active, Inactive, Pending, Suspended).
4. Click Clear Filters to start again.
5. Click a client’s row to open their profile. To export the list, apply your filters and click Export.

The cards above the list (Total Clients, NDIS, Aged Care, DVA, Private) show how many clients you have of each type. NDIS clients also show their NDIS number in the ID No column.

Add a new client (the wizard)

1. Click Clients in the sidebar, then Add Client. Use Next → and ← Back to move between steps. The steps after Personal Details depend on the type.
2. Client Type: pick Aged Care, NDIS, DVA or Private.
3. Personal Details (the same for every type): First Name and Last Name (required), Email and Phone (at least one is required), Date of Birth (required), Gender, Address, Preferred Language, Communication Preference, the Emergency Contact, and Privacy consent given (Privacy Act 1988). If you came from a lead, its name and email are already filled in.
4. Then the steps for the type:
   • Aged Care (SAH Details, then Contributions): enter the My Aged Care ID (required), Classification Type (Ongoing or Transitioned HCP) and Classification Level. Set Funding Status, Pension Status, Contribution Tier and Entry Date. On Contributions the Clinical Rate is fixed at 0%. Enter the Independence Rate (%) and Everyday Living Rate (%). Tick Financial Hardship Flag or Grandfathered No-ITCF to waive contributions.
   • NDIS (NDIS Details, then Plan & Supports): enter the NDIS Participant Number (9 digits), Plan Start Date and Plan End Date. A plan review reminder is created 60 days before the plan ends. If the number already belongs to another client, a warning appears under the field. On Plan & Supports, choose Funding Periods (Quarterly, Half-yearly, Annual or + Add Period). Click + Add Support Category and set each Management Type: Self-managed, Plan-managed or NDIA-managed. Plan-managed categories ask for a Plan Manager, self-managed ones for a Self-managed Bill-To. To record the schedule of supports, click + Add Line Item, pick the category, search the price guide by item number or name, and enter the Total Amount ($). If your organisation has its own rate that differs, you see both rates. This step is optional: click Skip - add supports later to add them from the profile.
   • DVA (DVA Details): enter the DVA File Number (1 to 3 letters then 1 to 7 digits, such as VX1234) and the Card Colour (Gold, White or Orange). A White card needs Accepted Conditions. Orange shows a warning: confirm eligibility with DVA. Add at least one authorisation with a Type, Start Date and End Date.
   • Private (Private Details): pick services from your catalogue or + Add Custom Service. Under Billing & Payment, choose who pays (Client themselves, A family member or Third party) and the Preferred Payment Method. Set the Referral Source.
5. Review & Submit: check the summary. Anything missing is listed in an amber banner and flagged on the profile for later. NDIS clients also see a Required-documents checklist.
6. Click the create button: Create Client & SAH Record, Create Client & NDIS Record, Create Client & DVA Record or Create Client & Private Record.
7. In the Client created window, choose Start digital onboarding to set up the client’s onboarding pack now, or Go to client profile.

Send an onboarding pack to a client

Packs gather an NDIS, DVA or Private client’s required documents and forms. Aged Care clients use Support at Home enrolment instead.

1. On the client’s profile, click Send onboarding pack at the bottom of the screen. (Manage onboarding opens the onboarding page.)
2. In the Start onboarding panel, choose who to Send to (the participant, a nominee, or Other (enter manually)) and check the email address.
3. Under Forms to send, untick anything you do not want to send. Add a Personal message if you like, and set the Deadline (14 days from today by default).
4. Choose the Send method: Digital emails a secure link, Manual means you fill the forms in with the client.
5. Click Send onboarding pack (Start manual entry for a manual pack). You will see Onboarding pack started.

To follow up, open Manage onboarding. On a digital pack you can Send reminder, Resend link or Cancel. A red note appears if an email to the client bounced.

Fill in onboarding forms for a client (manual path)

1. Start the pack with the Manual send method, then open Manage onboarding.
2. Under Items (manual), click Fill on behalf → next to a form and complete it with the client. Signatures are captured as a witness, with your name recorded.
3. Submit the form. The item shows ✓ Done.

Review forms the client has returned

1. When a client completes a form from their link, it arrives in Forms to Review.
2. Open it, check the answers and approve what is correct. To send a form back, use Reject this form and give a reason.
3. Once approved, the matching requirement on the client’s Plans & documents tab reads Awaiting verification. Click Verify to finish it.

Open and read a client’s profile

1. Click Clients in the sidebar, then click the client’s row.
2. The header shows their name, a client type badge (for example NDIS Participant) and a status badge. After a client’s exit date has passed, a red Exited badge with the date replaces the status badge.
3. The tabs are Overview (personal details, About me, emergency contact, privacy, and a Critical care alerts band), Service & Funding, Notes & activity, Plans & documents, Appointments (the client’s shifts) and Goals. For Aged Care clients, Support at Home appears inside Service & Funding.
4. To change a detail, click the pencil icon on its card, edit, and click Save. If a field is invalid you see Please fix the highlighted fields before saving. Click Cancel to leave the card as it was.

Add a progress note

1. Open the client’s profile and click Notes & activity.
2. Click Add progress note.
3. Optionally pick a Template, and use Link goals to attach one or more of the client’s goals. Set the Date and write the Note.
4. Click Save progress note. You will see Progress note saved. Notes cannot be edited - add a correction instead.

Progress notes are permanent. Nobody can edit or delete one, including administrators. They show a Locked badge. A note written from a shift stays open to its author until the shift is approved, then locks.

Correct a progress note

1. On Notes & activity, click the note to expand it.
2. Click Add correction, type the correction and save.
3. The correction appears under the original, marked Correction, with your name and the date. The original text never changes.

You cannot correct a correction. Add a new correction to the note instead.

Find, filter and download notes

1. On Notes & activity, use the type filter (Progress notes, Communications, Complaints, Incidents, Delivered services) and Date range (From, To). Clear dates resets it.
2. Click Download PDF on one entry to download just that entry.
3. To download many, click Download, choose From and To dates and click Download PDF. You get one PDF, oldest entry first.
4. Export Comms, Export Incidents and Export Progress download each type as a spreadsheet of everything on record.

Record a communication or report an incident

1. On Notes & activity, click Add Communication. Choose the Type (Phone Call, Email, In Person, Video Call, SMS), set the Date, and describe it in Summary. Tick Follow-up required and set the Follow-up Date if someone needs to follow up. Click Save Communication.
2. To report an incident, click Report Incident. Enter a Title, Incident Type, Severity, Date, Time occurred and Location. Describe what happened in Description and what you did in Action taken. Select any Other participants affected and Workers affected. Tick SIRS Reportable or NDIS Reportable if they apply. Click Report Incident. You will see Incident reported.

Incidents appear on the timeline. Click one to open its full record in Quality (see the Quality Management guide).

Upload and verify a client’s documents

1. Open the client’s profile and click Plans & documents. The summary bar reads, for example, “3 of 8 required documents verified”. The switcher has Requirements, Clinical files and All files.
2. On Requirements, each row shows Missing, Awaiting verification, Verified, Expiring soon or Expired. Missing rows come first.
3. Click Upload on a Missing row and choose the file. Enter the Expiry date if it expires. The row becomes Awaiting verification.
4. Click Verify. The row becomes Verified with your name and the date. Only verified documents count towards compliance. Verify all (N) does several at once.
5. For a file with no matching slot, use All files and + Add Document, then Link to requirement if it should satisfy one.
6. Click a document name to preview it. The panel offers Verify, Rename, Link to requirement and Archive.
7. Export compliance pack downloads a ZIP of the linked documents with a cover sheet.

A document past its expiry date reads Expired, not Missing, until you replace it. Uploading a replacement moves it to Awaiting verification.

Add or update a care plan (Aged Care clients)

1. On Plans & documents, the Care plan card at the top appears for Aged Care clients only. Click Upload care plan, add the file, plan date and review date, then the Communication needs, Support needs and goals.
2. Add allergy or medical alerts and tick Confirmed once checked. Unconfirmed alerts show as Unconfirmed. Alerts also appear in the Critical care alerts band on the Overview tab.
3. Click Replace (new version) to upload a newer plan. The old one stays under Previous versions. The card shows Review due in N days, then Overdue by N days.

Manage NDIS service dates, plan and funding

1. Open an NDIS client and click Service & Funding. Only an Administrator or Provider Admin sees the Edit buttons.
2. On Service Dates, click Edit, set the Entry Date and Exit Date, and Save. You will see Service dates updated.
3. On the NDIS Plan card, click Edit to change the plan dates (NDIS plan updated).
4. Under Support Categories, each badge shows NDIA Managed, Plan Managed or Self Managed. Click Edit beside a category to change it. The plan’s overall management type follows from its categories.
5. Under Support Catalogue Line Items, click Edit on an Allocated or per-period amount. If the period amounts no longer add up to the total, an amber warning shows the difference. Cura never changes period amounts for you, so edit them until they add up.
6. Recent changes lists every edit with the old value, new value, who and when.

Set a client’s exit date

1. On Service & Funding, edit Service Dates and enter the Exit Date.
2. If shifts are booked after that date, a warning says how many. Review them in the Scheduler, which also warns when anyone books a shift after the exit date.
3. Once the date passes, the header shows a red Exited badge. The status does not change.

Add a goal

1. Open the client’s profile, click Goals, then Add Goal.
2. Enter a Title and Description, choose a Category and Priority, and save. Goals can then be linked to progress notes.

Enrol an aged care client in Support at Home

1. Open the client’s profile. If the client is Aged Care but not yet enrolled, a banner reads Support at Home eligible.
2. Click Enrol in Support at Home.
3. Work through SAH Details, Contributions and Review & Submit (the same fields as the add-client wizard), then click Enrol Participant.
4. Budgets, claims and statements are covered in the Support at Home guide.

Turn a lead into a client

1. Open the lead in Leads and click Accept. The wizard opens with the lead’s name and email filled in, and the lead shows as Approved while you work.
2. Finish the wizard. The lead then shows as converted, with a link to the client. To abandon it, choose Cancel - return the lead to New.

Tips

• You can create a client with the minimum details and finish the rest later. The completeness banner and the amber “still needed” list keep track.
• For NDIS clients, the support categories offered can be limited to what your organisation delivers. Manage this under Settings → Funding & Registration.
• Required documents come from Settings → Onboarding → Required Documents. The same list drives the onboarding pack and the compliance view.
• Missing or expired documents never stop you scheduling, invoicing or claiming.
• Only an Administrator can archive a verified document.

Troubleshooting

• The wizard won’t move on, or “Either email or phone is required so we can stay in touch.” - Fill the field marked *, and give at least one contact method.
• “NDIS number must be 9 digits” - No spaces, exactly 9 digits.
• “Plan end date must be after plan start date” - Re-check the two dates.
• “Format must be 1-3 letters followed by 1-7 digits (e.g. VX1234).” - Copy the DVA file number exactly from the card.
• “This NDIS number already belongs to …” - Another client has that number. Clicking Next opens Possible duplicate: View existing client, Add as additional funding source or Cancel and check details.
• “Failed to create client. Please try again.” - Try again. If it keeps failing, note the time and contact your administrator.
• “The To date must be on or after the From date” - Fix the dates. The list stays unfiltered until the range is valid.
• “This document needs an expiry date before it can be verified.” - Enter the expiry date in the prompt, then verify again.
• A line item cannot be reduced - You cannot lower an allocated amount below what is already committed or spent. The message shows the figure.
• An Aged Care client shows a banner instead of onboarding - Aged Care clients use Support at Home enrolment, not onboarding packs.
• “No clients found” - Clear the search box and set both filters to All Types and All Statuses.