Try listening first. Use the transcript to resolve unclear phrases, then listen again without it.

Before closing the entry, check that the supervisor’s decision has been added. The identity check is already complete. If the decision is still missing, leave the entry pending and notify the next shift. Do not copy a decision from a similar case. This case needs its own recorded outcome.

This reminder follows a quality review of several entries. The reviewers found that a completed identity check was sometimes mistaken for a completed case. Those are different stages. A reliable record should make clear which steps have been carried out, which decision is still required, and who is responsible for taking it. Similar facts in two cases do not remove the need to consider each case separately. The revised screen includes a field for the source of a decision. Use that field to identify the recorded instruction rather than repeating a conclusion from memory. If you notice that information in two records conflicts, preserve the original information and ask the supervisor to resolve the discrepancy. Do not quietly replace one version with the other. The next shift should receive a short explanation of the unresolved point and the action already taken. Keeping an entry pending may look less tidy than closing it, but an accurate statement of uncertainty is more useful than an apparently complete record that conceals a missing decision.