Case closure and subsequent follow-up: Requirements you write for the supplier

Closing is the weakest link in most centers: the case does not close, but stops. No upcoming appointment, no written decision, no recorded outcome — they remain in the system “active” forever, corrupting every report based on active cases.

Why is this requirement included in the purchasing decision?

Because everything that matters to management depends on it: How many cases do we actually serve? What is the completion rate? What is the average session? What is the impact of our programs? Without controlled closure, these questions have no reliable answers.

Professionally, closing is an important moment: reviewing the goals, documenting the result, and agreeing on what comes next.

What should the scope cover?

• Different closure types: Program completion, agreement to terminate, client interruption, external referral, or professional decision discontinuation — each type has a different meaning in the reports.
• Review objectives at close: A field in which the specialist records the status and result of each target.
• Post-evaluation: Suggest sending it before closing if it is included in the program.
• Next follow-up: The possibility of scheduling communication after a period of closure – with the approval of the client.
• Discontinued cases: A list of active cases with no upcoming appointment for a while, to review and close or resume.
• Return: Open a new episode in the same file while remaining closed.

Checklist in demo

• Close Status: Was the closure type and goal review requested?
• Tried to close for no reason: Blocked?
• Request a list of active cases with no upcoming appointment a month ago.
• Schedule a later follow-up: Did you show up on team worksheets on time?
• Request a report on closed cases by type of closure for a period.
• Open a new episode for the same client: Did the closed one remain intact?

Make reviewing stopped cases a regular procedure rather than an annual campaign: half an hour a month during which a supervisor reviews the list and decides for each case — close, continue, or resume. This prevents a backlog of hundreds of pending cases that renders any report on “active cases” meaningless.

Limits that need to be adopted

• No silent automatic closing: An unannounced period of time does not automatically close the case. The system alerts and the decision is professional — the interruption itself may be a signal that calls for communication.
• Subsequent follow-up with approval: Communication after closure requires prior permission from the client regarding its scope and duration.
• Wording of reason for closure: Needs Attention — “Interruption” Realistic recording, no judgment on the client, and what is written may be read years later.
• External referral: When the need exceeds the scope of your service, closing with a certified referral is part of professional responsibility, not just termination.

The next step is to document the requirements

Determine what types of closures you have and when they are used, and write them into your requirements. See Care Episodes page.