What is Case Hygiene?

Case hygiene refers to the practice of keeping all cases accurate, up to date, properly documented, and easy for any MSO or Supervisor to understand at a glance. Good case hygiene ensures consistent service, reduces errors, and supports efficient team collaboration—especially in a rotation-based system where other MSOs may need to review or pick up a matter during First Response, Sweeper, or leave periods.

Case hygiene is an essential part of MSD case management and reflects the “Golden Rules” of communication, documentation, and timeliness.

Why Case Hygiene Matters

• Supports high-quality advice and advocacy
• Reduces the risk of missed deadlines or escalations
• Ensures continuity when an MSO is unavailable
• Allows Supervisors to monitor progress and risk easily
• Reduces time spent revisiting unclear or incomplete notes
• Improves member experience and trust

Poor case hygiene leads to:

• Confusion
• Delays
• Duplicated work
• Member complaints
• Inaccurate advice
• Difficulty identifying risk or urgency

Core Principles of Case Hygiene

1. Every Case Must Have a Clear Summary

A case must include a clear summary written in plain language, outlining the issue, key dates, documents, what the member is seeking, employer actions, and any immediate risks. The summary should give a Supervisor or another MSO enough information to understand the case without reading every note.

2. Notes Must Be Complete, Accurate, and Timely

Notes should be entered immediately, be factual and concise, and show what occurred, advice given, next steps, and any timeframes agreed with the member. Every action must be documented.

3. Upload All Documents Promptly

Upload all documents as soon as received, including contracts, warnings, rosters, payslips, meeting minutes, and correspondence. Name documents clearly (e.g., “2025-02-03 Warning Letter – Employer”).

4. Keep Tasks and Deadlines Up to Date

Tasks should have a clear title, due date, and meaningful description. Tasks must be updated as work progresses. Overdue tasks should be cleared or corrected daily.

5. Maintain Forward Momentum

Cases should not go quiet unless the member or employer is yet to respond, or the matter is naturally paused. MSOs must follow up, keep the member informed, document waiting periods, and close cases promptly when resolved.

6. Ensure Meetings and Conferences Are Managed Properly

Meeting requests must be actioned quickly, conferences added to calendars, and preparation completed. Post-meeting notes must be entered promptly, and tasks created for follow-up actions.

7. Handover Standards

If going on leave or unavailable due to rotation, ensure notes and documents are updated, tasks reflect the correct status, members are informed of expected timeframes, and handover instructions are clear.

8. Close Cases When Finished

Cases should be closed when advice is complete, follow-up is no longer required, the member does not respond after reasonable attempts, or the issue is resolved. Before closing, ensure notes, documents, tasks, and a final summary are complete.

Checklist: What Good Case Hygiene Looks Like

• Summary is clear
• Notes show advice and next steps
• Documents uploaded and clearly named
• Tasks up to date with accurate due dates
• Follow-ups scheduled
• Member expectations documented
• Risks identified and escalated
• Case progressing or paused with reason
• Case can be picked up by any MSO if needed

Case Hygiene and the Rotation Cycle

Good case hygiene supports the rotation model by ensuring First Response weeks, Sweeper weeks, and Case Management weeks run smoothly. It allows MSOs to return to cases without confusion and helps supervisors identify risks quickly.

Key Message

Case hygiene is the foundation of high-quality case management. Practising good case hygiene ensures members receive accurate, timely, and consistent support, and allows the MSD to operate smoothly across all rotation weeks.