🖥️ For practice admins using Practice HQ on the web. Most of this article needs the Caseload permission; admin notes need Administrative notes, and opening a clinical chart needs Clinical records.
This article shows you how to find, add and invite clients across your practice, set up minors, couples and families, edit a client's details and admin notes, change a client's primary provider, and archive or restore a client.
In this article
1. Finding clients across your practice
The Clients tab (called Patients if that's your practice's terminology) lists every client across all your providers.
Each row shows the client's name and email, Last Session, Upcoming Session, Provider and a status badge.
Use Search clients... to find someone by name or email.
Use the provider filter (All providers) to see one provider's clients. Inactive providers are included, so you can still find their clients.
Use the status filter to narrow the list. It starts on Active; choose All statuses to see everyone.
Click a row to open the client's details panel. See The client details panel.
Client statuses
Active: currently in care.
Not invited: no portal login and no invite sent yet.
Account setup pending: the setup email has gone out but signup isn't finished (for a minor, the guardian hasn't finished).
Permissions needed: a minor's portal permissions haven't been saved yet, so invites are on hold.
No portal access: a chart-only record.
Transfer request sent (filter: Pending): a request connecting the client to a provider is waiting for the client to accept it in their portal, where they see it as Pending Your Approval. It isn't waiting on you or the provider.
Provider inactive: the client's assigned provider is inactive.
Archived: discharged or marked inactive.
2. Adding a client
Add an adult or minor client for any active provider in your practice. You need the Caseload permission.
Click Add client on the Clients tab.
Choose the Primary provider first. Only active providers are listed.
Choose Adult or Minor.
Fill in the client's details: First name, Last name and, if you want, Use preferred name. Choose a Billing type (Insurance, Cash pay or Not billed) if your practice uses billing.
Set up Portal access. For an adult, enter their Email, or tick Don't send a portal invite to save them as a chart-only record. For a minor, see Minors and guardians.
Click Add client. Unless the record is chart-only, the client gets an email with their login details.
Email is required unless you tick Don't send a portal invite. You can send the invite later from the client's details panel.
If your practice bills insurance, Insurance shows (Practice setup required) and can't be picked until your practice's insurance details are set up. See Setting up practice billing.
If the email already belongs to an existing client account on Oasys, the add is refused. If that client has no portal login yet, you're told to send them a portal invite instead of creating a new record.
An email that belongs to a staff account or another kind of login can't be used for a client's portal login.
The practice-wide Add client flow is for individuals only. Couples and families are added from the Couples & families view, if it's turned on for your account. See Couples and families.
If your practice is set up in Charter School mode, Add client isn't available.
3. Sending account invites
An account invite emails the client (or, for a minor, the parent or guardian) a secure link to set up their portal login.
One client
Open the client from the Clients tab.
Click Send invite in the banner at the top of their details panel. For a client who was invited but hasn't finished signing up, the button is Resend invite.
Check the recipient email. For an adult's first invite, you can correct the email right in the dialog.
Click Send invite (or Resend invite) to confirm.
Resend invite resends the secure setup link to the address on file (for a minor, to the parent or guardian).
Setup links are valid for 24 hours. If a link has expired, use Resend invite.
If a chart-only client has no email on file, the banner says Email needed to invite. Add one to their profile before sending.
If the client has already finished signing up and can't get in, point them to Forgot password? on the login screen.
Many clients at once
If any clients still need a first invite, a Send invites button appears at the top of the Clients tab. It opens Send account invites.
Clients are grouped into Ready, Needs review and Can't send yet. Each row says what's needed, for example Add email, Confirm age or Assign provider.
Search by name or email, or filter by provider or invite status.
Use Edit details on a client to correct their email or date of birth before inviting.
Tick clients and send, or choose Send all ready.
Review the recipients before confirming. Each invite is sent on behalf of the client's primary provider.
⚠️ Important: Double-check the email before sending. You can edit a client's email from Practice HQ only until their account invite has been sent. After that, the login email can't be changed from Practice HQ. If an invite went to the wrong email, contact Oasys support with the client's initials and the correct email.
4. Minors and guardians
A minor's account is managed by a parent or guardian, by the minor's own login, or by both.
Adding a minor
Choose Minor in the Add client dialog and fill in the minor's details.
Choose who signs in under Portal access: Guardian (a parent or guardian signs in for the minor), Minor (the minor signs in with their own email) or Both (each gets their own sign-in).
Enter the guardian's name, email and relationship, and the minor's email if they'll have their own login.
Choose which portal areas each person sees if you picked Both, then click Add client.
If only one person signs in, they get access to all portal areas. You can adjust this later on the minor's Access tab.
With Both, each of the four portal areas (Clinical info, Messaging, Scheduling and Billing & insurance) must be ticked for at least one person, and each person needs at least one area. If the add button stays greyed out, this is usually why. It's not a permissions problem.
A minor can't be created as a chart-only record.
Converting an existing client to a minor
Use Convert to Minor in the invite banner on the client's details panel. You enter the guardian's name, email and relationship, choose who gets portal access and which areas each person sees, then click Convert, set permissions, and send invites.
Convert to Minor appears only before the client's account invite has been sent, for records migrated from another system or still chart-only.
It appears when the client's date of birth says they're under 18, or when no date of birth is on file. Practice HQ flags these with Possible minor account.
If the client has already been invited or has started onboarding, contact Oasys support to convert them. Their notes, treatment plans and history are kept.
Managing a minor's access
Open the minor's details panel and go to the Access tab.
Click Add guardian to give another parent or guardian portal access.
Click Add self login to give the minor their own portal login with their email. Use the minor's email, not a guardian's.
Adjust what each person can see in the portal from their permissions on this tab.
Converting a minor to an adult account
Open the minor's details panel and go to the Access tab.
Click Convert to adult and enter the client's own email address.
Click Convert and revoke guardian access (or Convert if there's no guardian) to confirm.
The client becomes a standard adult account with their own login. All parent and guardian portal access is removed right away, and guardian logins used only for this client are deleted.
If the client doesn't already have their own login with that email, they're sent a portal invite.
Existing mood and health sharing choices with providers are unchanged. The client manages them from their own portal.
This can't be undone from Practice HQ. It isn't available for a chart-only record with no portal access: send a portal invite instead.
5. Couples and families
Oasys supports Couple and Family client types alongside individuals, with two things to set up first.
These types may need to be turned on for your practice. They aren't on by default for every account. If they're missing, contact Oasys support.
A service shows up for couples or families only if it's ticked for Couple or Family under Can Be Scheduled For (new services start out individual-only). See Services and note templates.
Providers create couples and families from their own Add Client flow, where they choose Couple or Family and add each member.
In Practice HQ, if couples and families are turned on for your account, the Clients tab has Individuals and Couples & families views. Open Couples & families and click Add couple or family to create one. This needs the Caseload permission plus Clinical records or Scheduling.
Each partner still receives their intake paperwork individually.
With the Clinical records permission, you can open a couple or family record from the provider's caseload to review its sessions, upcoming sessions and contact notes. See Seeing a provider's caseload.
6. The client details panel
Click a client's row to open their details panel and edit their information.
Personal: the client's details. Click the edit icon to change them, then click Save.
Access: shown for minors. See Minors and guardians.
Contacts: the client's contacts, such as emergency contacts. Add, edit or remove them here.
Admin notes: see Admin notes.
Archive the client from the panel with Archive Client. See Archiving and restoring clients.
The switcher at the top of the panel moves between General (these details), Clinical chart (needs the Clinical records permission) and Billing (needs the Billing permission).
Each contact on a client needs a different email. If you add or edit a contact to an email another contact on that client already uses, you see "Contact with this email already exists."
For a minor, the minor's own email can't be used as one of their contacts.
A client needs a primary provider before their details panel can be opened.
7. Admin notes
Admin notes are internal, non-clinical notes about a client, for example scheduling preferences, insurance changes or follow-ups.
You need the Administrative notes permission. Open a client (active or archived) from the Clients tab and go to Admin notes.
With the Administrative notes permission alone, the client panel opens straight to Admin notes.
Notes are shared with authorized practice staff and the client's providers. They're never shown to the client, and may be included in a formal record release.
Unread notes show as a count on Clients in the sidebar and on the client's Admin notes tab.
Click Unread notes on the Clients tab to see only clients with unread notes.
You can edit or delete only the notes you wrote.
8. Changing a client's primary provider
You change a client's primary provider from their care team. This needs the Caseload permission.
If your practice has care teams
Click Manage care team under the client's provider on the Clients tab.
Click Change primary.
Choose the New primary provider.
Under What happens to [previous primary]?, choose Stays on the care team as a treating provider (selected by default), Stays on the care team with view-only access or Leaves the care team.
If you see You can't change the primary yet, resolve the items listed, then click Make primary.
Oasys doesn't notify the client or either clinician about the change. Let them know yourself.
Notes, documents and message history keep their original author.
Health data, mood entries and diary cards aren't shared with the new clinician unless the client or guardian turns sharing on.
If your practice doesn't have care teams
For some records, the care team panel shows a Primary provider dropdown instead of Change primary. Choosing a provider there makes the change right away: the previous primary is removed from the client and no handoff notifications are sent.
9. Seeing a provider's caseload
Review the clients a provider is treating, with their session history.
Go to Providers & admins.
Click View (N) on the provider's row.
Choose a client, couple or family from the caseload list to review their record. Use All providers in the breadcrumb to go back.
This needs the Caseload or Clinical records permission. Opening a client's clinical chart, or a couple or family record, needs Clinical records.
Active co-treating clients appear even when another clinician is primary. Session details show the Rendering Provider.
Records imported from another system show a Migrated badge.
With Clinical records, use Export to download a client's session note PDFs as a single ZIP file.
10. Archiving and restoring clients
Archive a client to take them off the active caseload. Client records can't be deleted, only archived.
Open the client's details panel.
Click Archive Client. You'll see "Name will move out of the active practice caseload."
Click Archive to confirm.
If your practice has care teams, any active care-team access for the client is ended.
Archiving doesn't move or reschedule upcoming appointments. Choose Cancel bookings & archive (clients are notified), or Keep client active and resolve the appointments in the calendar first.
A client in an active clinical group must be removed from the group before you can archive them.
Bringing a client back
Filter the Clients tab by Archived.
Open the client.
Click Restore Client, Re-invite or Unarchive Client, whichever the panel shows.
Restore Client returns them to the active caseload and restores care-team access ended by the archive.
Re-invite appears instead if they had already completed signup. It sends them a new invitation to reconnect with their provider.
Unarchive Client is for archived clients migrated from another system. It restores them to their provider's active caseload; send their account invite separately afterwards.
Clients who were archived in your previous system arrive archived when your records are moved to Oasys. See Moving your records from another EHR.
⚠️ Important: Have a duplicate profile (for example, a stray record where the real chart lives on another profile)? Archive the duplicate. Charts can't be merged, and re-adding or re-inviting won't remove a duplicate. If you need help, contact Oasys support.
11. Clients in Charter School mode
If your practice is set up in Charter School mode, the Clients tab works a little differently.
Columns show School, Grade, Ethnicity, Sex and Primary Provider instead of session dates.
Add client, Send invites and account invites aren't available. Charter-school records don't use portal invites.
To change a student's primary provider, click Manage care team under their provider and choose from Primary provider, or set it to Unassigned.
A Provider inactive badge appears under a student whose provider is inactive.
Archive, restore and re-invite aren't available from the Clients tab.
Advancing grades
Click Settings at the top of the Clients tab, then Advance Grades.
Review the transitions. Each student in K to 11 moves up one grade.
Tick Archive grade-12 students as graduated if you want grade-12 students archived at the same time.
Click Confirm advance.
Students in grade 12 aren't advanced. Archive graduates with the checkbox, or manually.
Students with a missing or unrecognized grade aren't advanced. Correct their grade first.
Archived graduates' assignments are set to inactive. Archived students can't be restored from the Clients tab. If a held-back student was archived, a provider can unarchive them from the archived student's chart on their provider dashboard.
Frequently asked questions
I invited a client to the wrong email. How do I fix it?
If the invite hasn't been sent yet, correct the email in the Send invite dialog. Once it's been sent, the login email can't be changed from Practice HQ. Contact Oasys support with the client's initials and the correct email. Don't re-add the client.
How do I resend a client's invite?
Open the client and click Resend invite in the banner. It appears while they've been invited but haven't finished signing up.
Can I re-add a client to resend their invite?
No. If their email is already on file, the add is refused. With a different email you'd create a duplicate record. Use Resend invite instead.
Can I delete a duplicate client?
No. Client records can't be deleted, only archived. Charts can't be merged. Contact Oasys support if you need help with a duplicate.
Can a parent get portal or billing access for my existing adult client?
If the client hasn't been invited yet and is under 18 or has no date of birth on file, use Convert to Minor and enter the guardian's details. Otherwise, contact Oasys support to convert the record.
A minor client turned 18. How do they get their own login?
Open their details panel, go to Access and click Convert to adult. This removes all parent and guardian portal access.
Why can't I add a contact with this email?
Another contact on the same client already uses it. Each contact on a client needs a different email.
Can I see which clients a specific provider has?
Yes. On Providers & admins, click View (N) on the provider's row. See Seeing a provider's caseload.