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Free Case Study Templates

By Kate Eby | February 28, 2024

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We've collected free marketing case study templates for marketing managers, project coordinators, business strategists, and sales teams. Use these templates to organize and showcase your case studies for problem-solving and data analysis.

Simple Case Study Template

Download a Sample Simple Case Study Template for  Microsoft Word  |  Adobe PDF  | Google Docs  

Download a Blank Simple Case Study Template for  Microsoft Word  |  Adobe PDF | Google Docs  

When to Use This Template:  This simple case study template available with or without sample copy has a straightforward, user-friendly format. It's ideal for junior marketers or entry-level associates who are just starting to write case studies. This template is also perfect for situations that require a quick, clear understanding of the basics.

Notable Template Features:  This simple case study template sports an easy-to-follow structure, focusing on the essentials without overwhelming the user with complex details. It features fundamental sections such as  Introduction, Challenge, Solution, and  Results , laid out in an intuitive, no-frills manner. 

While a marketing case study template showcases strategy outcomes, a  business case template evaluates broader business impacts.

Single-Slide Case Study Presentation Template

Download a Sample Single-Slide Case Study Presentation Template for  PowerPoint | Google Slides  

Download a Blank Single-Slide Case Study Presentation Template for PowerPoint  | Google Slides  

When to Use This Template:   Ideal for sales representatives and quick-paced meetings, use  this single-slide case study presentation template to deliver a concise yet impactful presentation.

Notable Template Features:  The standout feature of this template is its ability to condense the entire case study into one slide. If you want some guidance on formatting, download the template with sample copy. This template differs from more elaborate versions by focusing on essential elements such as the problem, solution, and results.

Case Study Report Template

Download a Sample Case Study Report Template for  Microsoft Word  | Google Docs  

Download a Blank Case Study Report Template for  Microsoft Word  | Google Docs  

When to Use This Template:  Choose this case study report template when you need to create an in-depth, detailed analysis of a marketing case. It's especially useful for marketing managers and product managers who need to delve into extensive data analysis and provide a thorough overview of their findings. 

Notable Template Features:  The defining feature of this template — available with or without sample copy — is its detailed and comprehensive structure, which sets it apart from simpler formats. It facilitates an examination of complex cases, providing ample space for data presentation, detailed analyses, and in-depth discussions. This template is ideal for producing clear, professional, and exhaustive reports that cover every aspect of the case study in depth.

Data-Driven Case Study Template

Download a Sample Data-Driven Case Study Template for  Excel  |  Microsoft Word  | Google Docs  

Download a Blank Data-Driven Case Study Template for  Excel  |  Microsoft Word  | Google Docs  

When to Use This Template:  Utilize the data-driven case study template — available with or without example copy — to showcase the measurable outcomes and analytics of a case study. The template is ideal for marketers and analysts who want to emphasize the quantitative results and data-backed aspects of their strategies and campaigns. 

Notable Template Features:  This template emphasizes data visualization and metrics. It incorporates graphs, charts, and tables to present for a clear and detailed presentation of statistical information. Its strength lies in transforming complex data sets into understandable, visually engaging formats.

Marketing Case Study Template

Download a Sample Marketing Case Study Template for  Microsoft Word  | Google Docs  

Download a Blank Marketing Case Study Template for  Microsoft Word  | Google Docs 

When to Use This Template:  Turn to this marketing case study template to showcase marketing strategies, campaigns, and their outcomes. It’s particularly well suited for marketing managers, sales representatives, and content creators who aim to clearly illustrate the impact and success of their marketing efforts. 

Notable Template Features:  What sets this template apart is its focus on the storytelling aspects of marketing. Download the version with sample data to see how to structure the section on your company details, the challenge, and the solution.

One-Page Case Study Template

Download a Sample One-Page Case Study Template for  Microsoft Word  | Google Docs

Download a Blank One-Page Case Study Template for  Microsoft Word  | Google Docs

When to Use This Template:  Choose this one-page case study template to deliver a powerful message quickly and succinctly. The template is ideal for sales representatives and marketing managers who need to present a compelling, brief summary of a case study when time is limited and the impact is crucial, such as in sales pitches or high-stakes meetings.

Notable Template Features:  The hallmark of this template is its streamlined, one-page format, which sets it apart from more extensive options. Download the version with example text to see how it distills the case study into key highlights and results, presented in an easy-to-digest format. 

Check out this  article featuring free Google Docs case study templates for more options.

Problem-Solution-Impact Case Study Template

Download a Sample Problem-Solution-Impact Case Study Template for  Microsoft Word  |  PowerPoint  | Google Docs

Download a Blank Problem-Solution-Impact Case Study Template for  Microsoft Word  |  PowerPoint  | Google Docs  

When to Use This Template:  This problem-solution-impact case study template is effective for projects where you need to delineate a specific problem, outline the applied solutions, and discuss the subsequent effects. Download the version with sample text to see how to use the template to craft a case study with a logical flow and clear outcome. 

Notable Template Features:  This template's distinctive feature is its structured approach, dividing the case study into  Problem, Solution,  and Impact  sections. Unlike templates that might blend these elements together, this one provides a distinct, sequential framework.

In-Depth Analysis Case Study Template

Download a Sample In-Depth Analysis Case Study Template for  Microsoft Word  |  Adobe PDF  | Google Docs  

Download an Blank In-Depth Analysis Case Study Template for  Microsoft Word  |  Adobe PDF  | Google Docs  

When to Use This Template:  Deploy this in-depth analysis case study template and delve into a complex case study. It's perfect for situations where a thorough understanding and comprehensive analysis of all aspects of the case are needed, such as in research-heavy projects, detailed marketing strategy reviews, or complex product development scenarios.

Notable Template Features:  This template — available with or without sample data — has an expansive and detailed structure. Use the  In-Depth Analysis section to thoroughly explore the various facets of the case, including situation analysis, stakeholder analysis, and a deep dive into relevant data and evidence. Unlike simpler templates, this one offers a platform for comprehensive dissection and examination of intricate case studies, providing space for a detailed problem-specific analysis (such as  SWOT or PESTLE).

Testimonial-Based Case Study Template

Download a Sample Testimonial-Based Case Study Template for Microsoft Word  |  Adobe PDF  | Google Docs  

Download a Blank Testimonial-Based Case Study Template for Microsoft Word  |  Adobe PDF  | Google Docs  

When to Use This Template:  Utilize this testimonial-based case study template to emphasize the real-world impact and customer satisfaction of your service or product, especially in scenarios where customer experiences and endorsements are crucial. This template is ideal when you have strong, positive feedback from clients that can illustrate the benefits of your offerings. 

Notable Template Features:  This template focuses on customer testimonials. Unlike other case study formats, this one dedicates a significant portion to showcasing direct quotes and stories from clients. The sample-text version includes real-life examples and endorsements, demonstrating the practical benefits and satisfaction of your clients.

Key Elements in a Case Study Template

The key elements in a case study template include a clear title, executive summary, background information, and problem statement. They also cover objectives, solutions, results, and lessons learned to help you create a complete, engaging story of a project's success.  

The following elements help to structure a case study:   

• Title:  Add a concise and informative title that captures the essence of the case study. 
• Executive Summary:  Provide a brief overview of the case study, summarizing the problem, solution, and results. 
• Background Information: Include detailed context about the company, situation, or environment relevant to the case study. 
• Problem Statement:  Clearly define the challenge or issue addressed.
• Objectives: Outline what the case study aims to achieve or resolve. 
• Methodology or Approach: Describe the methods or strategies used to address the problem. 
• Solution: Detail the specific actions taken or solutions implemented to solve the problem. 
• Results: Provide quantifiable outcomes and data showing the impact of the solution.
• Analysis: Write a critical examination of the solution's effectiveness and the achieved results. 
• Visuals (Charts, Graphs, Images): These visuals should help viewers understand complex data and break up text-heavy content. 
• Testimonials/Quotes: Add credibility with direct quotes from clients, customers, or team members involved. 
• Challenges and Limitations: Discuss any obstacles faced during the project and how they were overcome. 
• Lessons Learned: Include any insights or knowledge gained from the experience. 
• Conclusion:  Summarize the main points, and restate the significance of the case study. 
• Call to Action (CTA):  Add content to encourage the audience to take a specific action, such as contacting the company or learning more about a service.

Types of Case Study Templates

Case study templates include single-slide overviews for quick summaries, in-depth analysis for detailed exploration, and customer testimonial templates that track the user's experience. Others focus on comparing strategies, showcasing data-driven results, and more. 

Here’s a list of case study templates:   

• Single-Slide Overview Case Study Template: Ideal for quick summaries, this template condenses the entire case study onto one slide, highlighting the problem, solution, and results. 
• In-Depth Analysis Case Study Template: Designed for detailed exploration, this template type has sections for background, market analysis, strategy implementation, and results. 
• Problem-Solution-Results Case Study Template: Structured around identifying a challenge, detailing the solution, and showcasing the outcomes, use this template when you want to take a narrative approach. 
• Data-Driven Case Study Template: Use this template to emphasize quantitative results and include charts and graphs to illustrate key metrics and successes.
• Testimonial-Based Case Study Template: This option uses customer reviews and testimonials to highlight real-world applications and satisfaction.

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• Knowledge Base

Methodology

• What Is a Case Study? | Definition, Examples & Methods

What Is a Case Study? | Definition, Examples & Methods

Published on May 8, 2019 by Shona McCombes . Revised on November 20, 2023.

A case study is a detailed study of a specific subject, such as a person, group, place, event, organization, or phenomenon. Case studies are commonly used in social, educational, clinical, and business research.

A case study research design usually involves qualitative methods , but quantitative methods are sometimes also used. Case studies are good for describing , comparing, evaluating and understanding different aspects of a research problem .

Table of contents

When to do a case study, step 1: select a case, step 2: build a theoretical framework, step 3: collect your data, step 4: describe and analyze the case, other interesting articles.

A case study is an appropriate research design when you want to gain concrete, contextual, in-depth knowledge about a specific real-world subject. It allows you to explore the key characteristics, meanings, and implications of the case.

Case studies are often a good choice in a thesis or dissertation . They keep your project focused and manageable when you don’t have the time or resources to do large-scale research.

You might use just one complex case study where you explore a single subject in depth, or conduct multiple case studies to compare and illuminate different aspects of your research problem.

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Once you have developed your problem statement and research questions , you should be ready to choose the specific case that you want to focus on. A good case study should have the potential to:

• Provide new or unexpected insights into the subject
• Challenge or complicate existing assumptions and theories
• Propose practical courses of action to resolve a problem
• Open up new directions for future research

TipIf your research is more practical in nature and aims to simultaneously investigate an issue as you solve it, consider conducting action research instead.

Unlike quantitative or experimental research , a strong case study does not require a random or representative sample. In fact, case studies often deliberately focus on unusual, neglected, or outlying cases which may shed new light on the research problem.

Example of an outlying case studyIn the 1960s the town of Roseto, Pennsylvania was discovered to have extremely low rates of heart disease compared to the US average. It became an important case study for understanding previously neglected causes of heart disease.

However, you can also choose a more common or representative case to exemplify a particular category, experience or phenomenon.

Example of a representative case studyIn the 1920s, two sociologists used Muncie, Indiana as a case study of a typical American city that supposedly exemplified the changing culture of the US at the time.

While case studies focus more on concrete details than general theories, they should usually have some connection with theory in the field. This way the case study is not just an isolated description, but is integrated into existing knowledge about the topic. It might aim to:

• Exemplify a theory by showing how it explains the case under investigation
• Expand on a theory by uncovering new concepts and ideas that need to be incorporated
• Challenge a theory by exploring an outlier case that doesn’t fit with established assumptions

To ensure that your analysis of the case has a solid academic grounding, you should conduct a literature review of sources related to the topic and develop a theoretical framework . This means identifying key concepts and theories to guide your analysis and interpretation.

There are many different research methods you can use to collect data on your subject. Case studies tend to focus on qualitative data using methods such as interviews , observations , and analysis of primary and secondary sources (e.g., newspaper articles, photographs, official records). Sometimes a case study will also collect quantitative data.

Example of a mixed methods case studyFor a case study of a wind farm development in a rural area, you could collect quantitative data on employment rates and business revenue, collect qualitative data on local people’s perceptions and experiences, and analyze local and national media coverage of the development.

The aim is to gain as thorough an understanding as possible of the case and its context.

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Professional editors proofread and edit your paper by focusing on:

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In writing up the case study, you need to bring together all the relevant aspects to give as complete a picture as possible of the subject.

How you report your findings depends on the type of research you are doing. Some case studies are structured like a standard scientific paper or thesis , with separate sections or chapters for the methods , results and discussion .

Others are written in a more narrative style, aiming to explore the case from various angles and analyze its meanings and implications (for example, by using textual analysis or discourse analysis ).

In all cases, though, make sure to give contextual details about the case, connect it back to the literature and theory, and discuss how it fits into wider patterns or debates.

If you want to know more about statistics , methodology , or research bias , make sure to check out some of our other articles with explanations and examples.

• Normal distribution
• Degrees of freedom
• Null hypothesis
• Discourse analysis
• Control groups
• Mixed methods research
• Non-probability sampling
• Quantitative research
• Ecological validity

Research bias

• Rosenthal effect
• Implicit bias
• Cognitive bias
• Selection bias
• Negativity bias
• Status quo bias

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McCombes, S. (2023, November 20). What Is a Case Study? | Definition, Examples & Methods. Scribbr. Retrieved September 25, 2024, from https://www.scribbr.com/methodology/case-study/

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• Published: 30 January 2023

A student guide to writing a case report

• Maeve McAllister 1  

BDJ Student volume  30 ,  pages 12–13 ( 2023 ) Cite this article

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As a student, it can be hard to know where to start when reading or writing a clinical case report either for university or out of special interest in a Journal. I have collated five top tips for writing an insightful and relevant case report.

A case report is a structured report of the clinical process of a patient's diagnostic pathway, including symptoms, signs, diagnosis, treatment planning (short and long term), clinical outcomes and follow-up. 1 Some of these case reports can sometimes have simple titles, to the more unusual, for example, 'Oral Tuberculosis', 'The escapee wisdom tooth', 'A difficult diagnosis'. They normally begin with the word 'Sir' and follow an introduction from this.

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Guidelines To Writing a Clinical Case Report. Heart Views 2017; 18 , 104-105.

British Dental Journal. Case reports. Available online at: www.nature.com/bdj/articles?searchType=journalSearch&sort=PubDate&type=case-report&page=2 (accessed August 17, 2022).

Chate R, Chate C. Achenbach's syndrome. Br Dent J 2021; 231: 147.

Abdulgani A, Muhamad, A-H and Watted N. Dental case report for publication; step by step. J Dent Med Sci 2014; 3 : 94-100.

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McAllister, M. A student guide to writing a case report. BDJ Student 30 , 12–13 (2023). https://doi.org/10.1038/s41406-023-0925-y

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Writing a case report in 10 steps

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• Peer review
• Victoria Stokes , foundation year 2 doctor, trauma and orthopaedics, Basildon Hospital ,
• Caroline Fertleman , paediatrics consultant, The Whittington Hospital NHS Trust
• victoria.stokes1{at}nhs.net

Victoria Stokes and Caroline Fertleman explain how to turn an interesting case or unusual presentation into an educational report

It is common practice in medicine that when we come across an interesting case with an unusual presentation or a surprise twist, we must tell the rest of the medical world. This is how we continue our lifelong learning and aid faster diagnosis and treatment for patients.

It usually falls to the junior to write up the case, so here are a few simple tips to get you started.

First steps

Begin by sitting down with your medical team to discuss the interesting aspects of the case and the learning points to highlight. Ideally, a registrar or middle grade will mentor you and give you guidance. Another junior doctor or medical student may also be keen to be involved. Allocate jobs to split the workload, set a deadline and work timeframe, and discuss the order in which the authors will be listed. All listed authors should contribute substantially, with the person doing most of the work put first and the guarantor (usually the most senior team member) at the end.

Getting consent

Gain permission and written consent to write up the case from the patient or parents, if your patient is a child, and keep a copy because you will need it later for submission to journals.

Information gathering

Gather all the information from the medical notes and the hospital’s electronic systems, including copies of blood results and imaging, as medical notes often disappear when the patient is discharged and are notoriously difficult to find again. Remember to anonymise the data according to your local hospital policy.

Write up the case emphasising the interesting points of the presentation, investigations leading to diagnosis, and management of the disease/pathology. Get input on the case from all members of the team, highlighting their involvement. Also include the prognosis of the patient, if known, as the reader will want to know the outcome.

Coming up with a title

Discuss a title with your supervisor and other members of the team, as this provides the focus for your article. The title should be concise and interesting but should also enable people to find it in medical literature search engines. Also think about how you will present your case study—for example, a poster presentation or scientific paper—and consider potential journals or conferences, as you may need to write in a particular style or format.

Background research

Research the disease/pathology that is the focus of your article and write a background paragraph or two, highlighting the relevance of your case report in relation to this. If you are struggling, seek the opinion of a specialist who may know of relevant articles or texts. Another good resource is your hospital library, where staff are often more than happy to help with literature searches.

How your case is different

Move on to explore how the case presented differently to the admitting team. Alternatively, if your report is focused on management, explore the difficulties the team came across and alternative options for treatment.

Finish by explaining why your case report adds to the medical literature and highlight any learning points.

Writing an abstract

The abstract should be no longer than 100-200 words and should highlight all your key points concisely. This can be harder than writing the full article and needs special care as it will be used to judge whether your case is accepted for presentation or publication.

Discuss with your supervisor or team about options for presenting or publishing your case report. At the very least, you should present your article locally within a departmental or team meeting or at a hospital grand round. Well done!

Competing interests: We have read and understood BMJ’s policy on declaration of interests and declare that we have no competing interests.

• Introduction
• About Case Study Reports
• Section A: Overview

Section B: Planning and Researching

• Section C: Parts of a Case Study

Section D: Reviewing and Presenting

• Section E: Revising Your Work

Section F: Resources

• Your Workspace
• Guided Writing Tools

• About Lab Reports
• Section C: Critical Features
• Section D: Parts of a Lab Report

• About Literature Review
• Section C: Parts of a Literature Review
• Section D: Critical Writing Skills

• About Reflective Writing
• Section B: How Can I Reflect?
• Section C: How Do I Get Started?
• Section D: Writing a Reflection

Case Study Report Prepared by University of Guelph

On this page, you will find a comprehensive list of resources provided within this guide. These resources include examples, printable handouts, and additional links.

Summary of Resources

Within this section, we have provided you with

• our sample case study report,
• typical structure of a case study report,
• all of the handouts found within this guide,
• external links and resources, and
• activities and exercises.

Prepared by

Case Study Report Template

Case study report outline template.

This outline sample of a Case Study Report should serve as a useful guide to help you get started.

Download PDF

Download the Case Study Report Outline Template .

Preview: PDF Worksheet

Structure of A Case Study Report

Structure of a case study report.

The components of a case study report will vary depending on your institution and your instructor’s preferences. Be sure to refer to your assignment instructions to find out what will be required.

Most case study reports will include the following major sections and components:

• Cover page including basic student and class information
• Table of contents showing where key parts of the report can be found
• Executive summary of the key recommendations and points of the report
• Introduction to the report and identification of the focal problem being faced
• Analysis of the problem and application of course/program content
• Decision criteria and possible alternatives for solving the problem
• Recommendation for solving the problem
• Implementation plan for executing the recommendation and ensuring its success
• Exhibits that help to elaborate upon the content included in the report
• Reference list of any sources that were used at any point in the case study project

Worksheet: Project Schedule Worksheet

Use this helpful worksheet for your Case Study Report .

Download the Project Schedule Worksheet worksheet, or take a look at an Example of a filled out worksheet .

Worksheet: Group Work Contract

Download the Group Work Contract worksheet.

Worksheet: Checklist For Case Study Reports

Download the Checklist For Case Study Reports worksheet.

Worksheet: Planning for the Presentation

Download the Planning for the Presentation worksheet, or take a look at an example of a filled out worksheet .

Annotated Case Study Report

Section c: reviewing and presenting, example: annotated case study report.

Learn more about writing strategies for Annotated Case Study Report .

Interactive Activity

Launch the Case Study Report annotated example that you can review in your browser.

Preview: Interactive Version

Download the Case Study Report annotated example that you can review and print.

Preview: PDF Version

Alley, M. (1998). The craft of scientific writing. (3rd ed.). New York, NY: Springer.

Cook, C. K. (1986). Line by line: How to edit your own writing. New York, NY: Houghton Mifflin Harcourt.

Graff, G., Berkenstein, C. & Durst, R. (2008). They say, I say: The moves that matter in academic writing. New York, NY: W.W. Norton.

Hacker, D. & Summers, N. (2001). A Canadian writer’s reference. New York, NY: Bedford/St. Martins.

Hofmann, A. H. (2010). Scientific writing and communication: Papers, proposals, and presentations. Don Mills, ON: Oxford University Press.

Lunsford, A. A. (2005). The everyday writer. (3rd ed.). Boston, MA: Bedford/St. Martins.

Rubens, P. (Ed.). (2001). Science and technical writing: A manual of style. (2nd ed.). New York, NY: Routledge.

University of Guelph. (2015). Case Study Report Outline Template . (Interactive Activity).

University of Guelph. (2015). Worksheet: Project Schedule Worksheet . (PDF).

University of Guelph. (2015). Worksheet: Group Work Contract . (PDF).

University of Guelph. (2015). Worksheet: Checklist for Case Study Reports . (PDF).

University of Guelph. (2015). Worksheet: Planning for the Presentation .

University of Guelph. (2015). Example: Annotated Case Study Report . (Interactive Activity).

University of Guelph. (2015). Example: Annotated Case Study Report . (PDF).

Williams, J. & Nadel, I. B. (2004). Style: Ten lessons in clarity and grace. Toronto, ON: Pearson Canada.

Wyrick, J. (2008). Steps to writing well. (10th ed.). Boston, MA: Thomson Wadsworth.

Zinsser, W. (2006). On writing well. New York, NY: Harper Perennial.

Online Resources

Gopen, G. & Swan, J. (1990, Nov./Dec.). The science of scientific writing. American Scientist. Retrieved June 6, 2015 from http://www.americanscientist.org/issues/id.877,y.0,no., content.true,page.1,css.print/issue.aspx

Purdue University. (2015). Online writing lab. Retrieved from https://owl.english.purdue.edu/owl/resource/560/08/

Next: Review and Practice

Now that you have reviewed this guide, you can try our interactive Guided Writing Tools to work on sections of your own Case Study Report.

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Guidelines To Writing A Clinical Case Report

What is a clinical case report.

A case report is a detailed report of the symptoms, signs, diagnosis, treatment, and follow-up of an individual patient. Case reports usually describe an unusual or novel occurrence and as such, remain one of the cornerstones of medical progress and provide many new ideas in medicine. Some reports contain an extensive review of the relevant literature on the topic. The case report is a rapid short communication between busy clinicians who may not have time or resources to conduct large scale research.

WHAT ARE THE REASONS FOR PUBLISHING A CASE REPORT?

The most common reasons for publishing a case are the following: 1) an unexpected association between diseases or symptoms; 2) an unexpected event in the course observing or treating a patient; 3) findings that shed new light on the possible pathogenesis of a disease or an adverse effect; 4) unique or rare features of a disease; 5) unique therapeutic approaches; variation of anatomical structures.

Most journals publish case reports that deal with one or more of the following:

• Unusual observations
• Adverse response to therapies
• Unusual combination of conditions leading to confusion
• Illustration of a new theory
• Question regarding a current theory
• Personal impact.

STRUCTURE OF A CASE REPORT[ 1 , 2 ]

Different journals have slightly different formats for case reports. It is always a good idea to read some of the target jiurnals case reports to get a general idea of the sequence and format.

In general, all case reports include the following components: an abstract, an introduction, a case, and a discussion. Some journals might require literature review.

The abstract should summarize the case, the problem it addresses, and the message it conveys. Abstracts of case studies are usually very short, preferably not more than 150 words.

Introduction

The introduction gives a brief overview of the problem that the case addresses, citing relevant literature where necessary. The introduction generally ends with a single sentence describing the patient and the basic condition that he or she is suffering from.

This section provides the details of the case in the following order:

• Patient description
• Case history
• Physical examination results
• Results of pathological tests and other investigations
• Treatment plan
• Expected outcome of the treatment plan
• Actual outcome.

The author should ensure that all the relevant details are included and unnecessary ones excluded.

This is the most important part of the case report; the part that will convince the journal that the case is publication worthy. This section should start by expanding on what has been said in the introduction, focusing on why the case is noteworthy and the problem that it addresses.

This is followed by a summary of the existing literature on the topic. (If the journal specifies a separate section on literature review, it should be added before the Discussion). This part describes the existing theories and research findings on the key issue in the patient's condition. The review should narrow down to the source of confusion or the main challenge in the case.

Finally, the case report should be connected to the existing literature, mentioning the message that the case conveys. The author should explain whether this corroborates with or detracts from current beliefs about the problem and how this evidence can add value to future clinical practice.

A case report ends with a conclusion or with summary points, depending on the journal's specified format. This section should briefly give readers the key points covered in the case report. Here, the author can give suggestions and recommendations to clinicians, teachers, or researchers. Some journals do not want a separate section for the conclusion: it can then be the concluding paragraph of the Discussion section.

Notes on patient consent

Informed consent in an ethical requirement for most studies involving humans, so before you start writing your case report, take a written consent from the patient as all journals require that you provide it at the time of manuscript submission. In case the patient is a minor, parental consent is required. For adults who are unable to consent to investigation or treatment, consent of closest family members is required.

Patient anonymity is also an important requirement. Remember not to disclose any information that might reveal the identity of the patient. You need to be particularly careful with pictures, and ensure that pictures of the affected area do not reveal the identity of the patient.

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Writing a case study

What is a case study.

A case study requires you to analyse a specific situation and discuss how its different elements relate to theory. The case can refer to a real-life or hypothetical event, organisation, individual or group of people and/or issue. Depending upon your assignment, you will be asked to develop solutions to problems or recommendations for future action.

Generally, a case study is either formatted as an essay or a report. If it is the latter, your assignment is often divided into sections with headings and subheadings to ensure easy access to key points of interest.

There are different approaches to case studies, so always check the specific instructions you have been given. There are two main types of case studies: descriptive and problem-solving .

Case study types accordion

Descriptive case studies.

• ask you to explore a specific event or issue to identify the key facts, what happened and who was/is involved.
• can be used to compare two instances of an event to illustrate how one is similar to the other.
• generally does not include solutions or recommendations as its main purpose is to help the reader or stakeholder to gain greater insight into the different dimensions of the event, etc. and/or to make an informed decision about the event, etc.

For example:

• In Nursing, you could be asked to select a medical clinic or hospital as your case study and then apply what you have studied in class about wound care approaches. You would then identify and apply the relevant theories of wound care management discussed in class to your case.

Problem-solving case studies

• ask you to critically examine an issue related to a specific individual or group, and then recommend and justify solutions to the issue, integrating theory and practice.
• In Business and Economics, you could be asked to describe a critical incident in the workplace. Your role as the manager is to apply your knowledge and skills of key intercultural communication concepts and theories in management to determine the causes of the conflict and propose relevant communication strategies to avoid and/or resolve it.

Tips for undertaking a problem-based case study View

Writing to your audience

Your language expression should be persuasive and user-centred communication. To do this, you need to carefully research your audience, or your stakeholders . Your stakeholders are not only those people who will read your writing, but also people who will be impacted by any decisions or recommendations you choose to include. In other words, your audience may be varied with different needs and perspectives. This applies to both your case study as an assessment task and a report in your workplace.

Understanding your audience will help you to edit how you express your information, including tailoring your language expression, tone and style to meet the expectations of your stakeholders. For example, if your case study is written for the Minister of Health, then your tone will need to be formal, ensuring that any technical terms are clearly and concisely explained with concrete examples.

Questions to ask yourself:

• Who will read my case study and why?
• What are the stakeholders’ needs, preferences, expectations and goals?
• How can I write clearly and concisely for this particular audience?
• How will the stakeholders use my case study in their work?
• What are the relevant technical terms and have I explained them in clear and concise language?

Writing up your case study

If your case study is in the form of a report, you can divide it into 8 main sections, as outlined below. However, these vary depending on discipline-specific requirements and assessment criteria.

1. Executive Summary/Synopsis

• Introduce the topic area of the report.
• Outline the purpose of the case study.
• Outline the key issue(s) and finding(s) without the specific details.
• Identify the theory used.
• Summarise recommendations.

2. Introduction

• Summarise the your task
• Briefly outline the case to identify its significance.
• State the report's aim(s).
• Provide the organisation of the main ideas in the report.
• Briefly describe the key problem and its significance (You usually do not need to provide details of findings or recommendations. However, it is best to first check your assessment task instructions.)

3. Findings

• presenting the central issue(s) under analysis,
• providing your reasoning for your choices such as supporting your findings with facts given in the case, the relevant theory and course concepts
• highlighting any underlying problems.
• Identify and justify your methodology and analytical tools.This might not be applicable to your assessment, so you will need to check your assessment instructions.

This section is often divided into sub-sections. Your headings and subheadings need to be ​​informative and concise as they act as a guide for the reader to the contents of that section.

4. Discussion

• Summarise the major problem(s).
• Identify alternative solutions to these major problem(s).
• Briefly outline each alternative solution where necessary and evaluate the advantages and disadvantages.
• Depending on your assessment criteria, you might need to refer to theory or professional practice here.

Note that as a case study is based on a specific situation, it is difficult to generalise your findings to other situations. Make sure that your discussion focuses on your case and what can be learnt from your specific case analysis for your stakeholders.

5. Conclusion

• Restate the purpose of the report
• Sum up the main points from the findings, discussion and recommendations.
• Restate the limitations if required.

6. Recommendations

• Choose which of the alternative solutions should be adopted.
• Briefly justify your choice, explaining how it will solve the major problem/s.
• Remember to integrate theory and practice as discussed in your unit with respect to the case.
• If needed, suggest an action plan, including who should take action, when and what steps, and how to assess the action taken.
• If appropriate include a rough estimate of costs (both financial and time).

This section is sometimes divided into Recommendations and Implementation with details of the action plan placed in the Implementation section.

Recommendations should be written in a persuasive, audience-centred style that communicates your suggestions clearly, concisely and precisely .

7. References

• List in alphabetical order all the references cited in the report.
• Make sure to accurately format your references according to the specified referencing style for your unit.

8. Appendices (if any)

• Attach any original data that relates to your analysis and the case but which would have interrupted the flow of the main body.

Reference list

Ivančević-Otanjac, M., & Milojević, I. (2015). Writing a case report in English. Srpski arhiv za celokupno lekarstvo , 143 (1-2), 116-118.

Take it further

Buseco: report writing.

This resource is designed to assist you in completing a business report. It provides a guide to approaching and structuring your report and includes annotated examples with written feedback.

Engineering: Lab report

This resource expands on the general report structure and provides useful tips and examples on how to turn practical work and lab experiments into a written lab report.

Engineering: Technical report

This resource expands on the general report structure and provides useful tips and examples on how to write a report for key stakeholders, using experimental and practical data.

This resource provides information about what reports look like in IT, and how you might consider structuring your IT report. It includes student samples for each possible section of an IT report, along with video and written feedback.

MNHS: Health sciences case report

This resource provides a guide to approaching and structuring a patient-based case report. It includes an annotated example with written feedback.

MNHS: Comparative report

This resource is designed to assist you in completing your Comparative Report [CR] for Integrating Science and Practice [iSAP] assessment tasks. It provides a guide to approaching and structuring your report and includes an annotated example with written feedback.

MNHS: Psychology case report

This resource provides detailed guidance on the structure and content of the psychology case report, with numerous examples from the recommended reading.

Science: Lab report

Your feedback matters.

We want to hear from you! Let us know what you found most useful or share your suggestions for improving this resource.

Case study: A fully restored smile

Follow this case where a patient received immediate dentures then later transitioned to implant-supported prosthetics.

See the journey—with images

“Although I followed a digital workflow, the fundamental principles of denture therapy remained the same,” Dr. Green writes.

This case was multidisciplinary in nature: The patient was to have extractions, alveoloplasty, implant placement, and prosthetic work.

You’ll examine the successful transition from immediate dentures to implant-supported dentures with locator attachments, highlighting the importance of detailed planning, and the use of digital technology. The combination of thorough anatomical assessment, precise VDO adjustments, and strategic locator placement resulted in a stable, comfortable prosthesis that met the patient’s functional and aesthetic goals.

Take some time to learn more about taking your practice digital with the nations first and only digital dental lab.

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The case study as a type of qualitative research

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Insight report: Applying Customer Circumstances to Decision Making

Published 26 September 2024

© Crown copyright 2024

This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: [email protected] .

Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.

This publication is available at https://www.gov.uk/government/publications/the-adjudicators-office-annual-report-2024/insight-report-applying-customer-circumstances-to-decision-making

Background: Why this topic?

One of the core elements of the role of the Adjudicator and Adjudicator’s Office ( AO ) is to draw on our insight and expertise to provide learning from the complaints we investigate and use this to help HM Revenue and Customs ( HMRC ) and our other stakeholders improve services for customers.

This insight report is also called a Level 3 report. In our Level 3 reports we use our insight and expertise to analyse specific themes and make recommendations to improve services for customers. This Level 3 report provides feedback and insight linked to the identification of individual customer circumstances and needs and the application of these in HMRC ’s decision making and use of discretion. The purpose of the report is to:

• demonstrate the need for HMRC to identify individual customer circumstances as early as possible and apply these to their decision making
• share learning on where HMRC has missed opportunities to apply the discretion available to them
• provide examples of where those missed opportunities led to unfair customer outcomes
• demonstrate how early resolution is not only good for customers, but also saves money for HMRC
• identify the risks and blockers this presents to HMRC embedding and applying their Charter standards

HMRC ’s customer base is diverse due to the range of services they deliver. As such, a customer’s understanding of HMRC ’s functions and their ability to fully comply with HMRC ’s requirements will vary. The tax and benefits regime is vast and complex. To operationalise this, HMRC has put in place large volumes of process and guidance and provides training for staff to be able to understand and apply this. This is entirely understandable, but a consequence is a risk that following process can override spotting and properly considering customers’ individual circumstances.

Customers cannot know and understand every facet of HMRC ’s operations and where their individual circumstances may warrant a different approach. Many will also not understand the scope of HMRC ’s discretionary powers. In short, for many of HMRC ’s customers, there is an imbalance in power.

Because of this, the responsibility to take account of individual circumstances lies with HMRC , in line with their Charter commitments. In the case studies below, each customer made HMRC aware of their individual circumstances either before or during the complaints process. Regrettably, this was only considered after escalation to the Adjudicator’s Office.

We recognise the challenge to the department in identifying individual circumstances, but it is important they seek to do this. The complaints escalation process is costly, so resolving customer issues at the earliest opportunity also saves resource and is more efficient. We know that when complaint handlers are empowered to act and have access to supportive escalation channels that quick action can be taken to resolve complaints.

1. Executive Summary

The consideration and application of individual circumstances should be utilised at the earliest opportunity. HMRC have committed through their Charter standard of ‘being aware of your personal situation’ to be mindful of customer’s wider personal situation and provide extra support where needed. The identification of individual circumstances and the use of discretion (where appropriate) is fundamental to achieving this.

Using discretion and applying customer circumstances in decision making is not easy, especially in an environment where complex legislation and the intent of legislation must legally be applied. However, the opportunity to utilise the powers of discretion that HMRC have is beneficial for all parties. It can result in achieving the right result first time for the customer as well as preventing delay, additional cost, and/or the need for both HMRC and the customer to enter a complex Tribunal regime.

Not identifying customer vulnerabilities and circumstances and applying discretion where appropriate can incur higher costs for HMRC than those faced by taking a proactive approach to whether collection and recovery is appropriate. This is also an issue identified by the Parliamentary Accounts Committee.

It is clear that HMRC has the tools and the intention to resolve those complaints where discretion is the better path. The challenge is the deployment of discretionary approaches. In the case studies provided in this report we saw a hesitance from HMRC ’s complaint handlers to use judgement and apply discretion based on individual circumstances. It is not clear why this is happening, but this can have a significant impact on the customer.

The case studies show how opportunities to apply discretion were missed, illustrating how progress still needs to be made in fully embedding the Charter standards as part of HMRC ’s decision making. To further embed the Charter standard ‘being aware of your personal situation’ HMRC should take steps to identify individual customer circumstances as early as possible and consider the use of discretion where appropriate.

To do this, they should utilise their guidance on dealing with vulnerable customers and HMRC ’s principles of support for customers who need extra help.

Below is a summary of our recommendations, which can be found in full in section 6:

HMRC should ensure that they are clear to all those involved in the complaint process that discretion is a key tool in HMRC ’s approach to resolving complaints

We recommend that some staff in each area are specifically and more deeply trained on the use of discretion to provide advice and guidance

We propose that HMRC take a sample of Tier 1 and Tier 2 complaints to assess whether the use of discretion related to individual circumstances could have resolved the complaint sooner

We recommend that HMRC ensure that the operational guidance complaint handlers use on a daily basis offers an appropriate level of support based on the customers individual circumstances. This should not be restricted to vulnerable customers and instead should be HMRC ’s approach to dealing with all customers in line with their principles of support for customers who need extra help

2. Case Studies: Individual Customer Circumstances and Discretion

To bring this issue to life, we have focused on four case studies where we think the customer’s circumstances merited a different approach. In each instance the issue was not picked up until the cases were escalated to us, but once the right people with the right skills in HMRC became involved, they were able to resolve them quickly.

The case studies have all completed the HMRC complaint journey, having received responses at both Tier 1 and Tier 2. In each complaint the Adjudicator either fully upheld or partially upheld the complaint and the redress was implemented by HMRC .

Case Study 1: Tax Credits Apportionment of Debt

This complaint concerned a tax credit debt. The customer told HMRC that the tax credits were claimed without his knowledge, which is not unusual. What was different, and should have raised a red flag, was that the customer clearly stated that he was a victim of abuse.

The customer provided a detailed and open account of the abuse he experienced along with supporting evidence declaring the abuse as the reason for his divorce. HMRC did not accept the divorce petition as evidence that he was unaware of the tax credit claim. They explained that they required ‘independent correspondence’, though it was unclear what this meant.

Following this, the customer provided additional information explaining that they had referred the matter to the benefit fraud team along with copies of correspondence from their solicitor where they suggested applying for an injunction against the ex-partner. In their accompanying letter to HMRC , the customer explained that they had undertaken counselling sessions to help with the mental health issues they experienced. HMRC were not persuaded.

The customer provided us with a letter from his counsellor which set out the abuse he had suffered during the marriage. We sent this to HMRC who accepted it and transferred the full liability to his ex-wife.

In our recommendation letter, we said: “[ HMRC ’s] response showed no empathy or recognition for what you had told them and did not demonstrate their Charter commitment of ‘being aware of your personal situation.’

[ HMRC ] also did not clearly explain why your evidence was not acceptable and were vague in suggesting what they could accept. I believe this to be a result of HMRC ’s lack of clear guidance in this matter.”

The customer should have been listened to. Understanding his circumstances would very likely have led to him providing evidence sufficient to satisfy HMRC . Instead, the customer was left to guess at what might be sufficient.

It was clear that HMRC ’s complaint handlers and frontline staff were hamstrung by a lack of specific guidance on what evidence would be acceptable. However, this gap in guidance presented HMRC with an opportunity to consider the evidence they did have and use their judgement and discretion to reach a decision. This opportunity was not taken.

It was also concerning that what guidance there was focused mainly on physical abuse when other kinds of abuse are well documented and equally damaging. Notwithstanding that lack of guidance, HMRC had the discretion to act but did not do so.

Decision: Complaint fully upheld and £150 redress awarded.

Case Study 2: Tax Credits Overpayment

The customer’s Tax Credit debt was being recovered through his Universal Credit ( UC ) claim. He told HMRC and us that he should not be liable for the debt due to financial hardship and the impact on a long-standing serious health condition.

When considering the complaint, HMRC focussed on Code of Practice 26 ( COP 26) and whether the customer met their responsibilities. They considered exceptional circumstances but decided the customer was able to manage his tax affairs at the time the overpayment arose.

The customer was supported in making his complaint by a Welfare Rights Service attached to his local council. They asked HMRC to write off the overpayment due to the financial impact and the impact on the customer’s mental health. HMRC were provided with a financial statement and a letter from a healthcare professional explaining the effect that the mental health condition had on the customer’s ability to manage his affairs and day-to-day living.

HMRC took a narrow view of the customer’s circumstances when reaching their decision. Instead of considering the evidence provided and the impact that continuing to recover the overpayment would have on his mental health and finances, they focussed on guidance that meant that the overpayment could be recovered.

We found that HMRC had opportunities to recognise the customer’s circumstances and apply the discretion available to them before the debt was transferred to the Department for Work and Pensions to be collected.

Following discussions with HMRC at a senior level, they accepted that in this case, the debt should be written off and took action to ensure that happened. This meant that the customer would no longer have their UC claim reduced to pay the debt, and any money already taken from him would be returned.

In this case, it is not clear whether HMRC ’s complaint handlers did not feel empowered to use the discretion available to them or they did not know that they had the option or ability to use discretion. This led HMRC to make a narrow decision, based only on their guidance on recovering overpayments - COP 26, without consideration of the information the customer was providing and the impact they were experiencing.

Once escalated to a senior level, that understanding changed significantly, resulting in a positive and fair outcome for the customer.

Decision: Complaint fully upheld, debt written off and £250 redress awarded.

Case Study 3: Repayment of Tax

This complaint concerned the recovery of an underpayment of tax of £605.80. It was not disputed that the money was owed. However, it was similarly clear that the customer was suffering significant financial hardship.

The file showed that after the initial complaint, the customer followed up on this in quick succession, raising concerns about his financial circumstances. It took around two months for HMRC to send two tier one responses, two weeks apart, recommending at first £30 redress then £50.

A further six letters were sent by the customer to HMRC outlining the financial difficulties he was suffering and asking for help. Unfortunately, HMRC did not act on them. He was told that the money would be recovered automatically.

During our investigation, HMRC agreed that they failed to offer the customer support despite him stating several times that recovery of the underpayment was causing financial hardship and having an impact on his mental health. The handling did not align with the Charter standards, specifically, being mindful of personal circumstances. We recommended an additional £100 redress for the financial and mental impact caused.

What was clear is that there was and is guidance on what to do in these situations (discussed above), but it was not followed, exacerbating an already difficult situation for the customer.

Decision: Complaint fully upheld and £100 redress awarded.

Case Study 4: Tax Credits Overpayment

This complaint was about Tax Credits overpayments for 2013 to 2014 and 2015 to 2016 of £3,330.07 and £1,304.48, respectively. The customer disagreed with the amount of income used in the awards, but HMRC said that he was out of time to request a Mandatory Reconsideration.

The customer did not feel that HMRC had considered his health conditions when reaching their decision. We sent medical evidence provided by the customer to HMRC and asked them to consider if ‘exceptional circumstances’ prevented him from disputing the overpayments within the given time limits under COP 26. HMRC had first received copies of the medical evidence at Tier 2 of their complaints process.

HMRC considered exceptional circumstances but decided that they could not write off the overpayment for 2013 to 14 as the evidence showed that the customer was able to fulfil his responsibilities in that tax year.

During our enquiry process, HMRC said that the medical evidence provided did not contain sufficient evidence regarding the customer’s treatment and the impact of this to write off the overpayment. However, whilst reviewing the information provided, they had identified a letter from a healthcare professional which contained detailed information about the customers condition, the significant treatment they were undertaking, his prognosis, and how the condition impacted him.

Based on this, HMRC agreed to write off the overpayment for 2015 to 2016 of £1,304.48.

We decided that HMRC should have considered the customer’s exceptional circumstances sooner than they did. HMRC registered a Tier 1 complaint on 14 July 2022, and received the letter from the healthcare professional on 17 June 2022 (27 days before).

This meant that HMRC had access to the medical evidence used to write off the overpayment at the time they were considering the customer’s complaint at Tier 1 and Tier 2 of the complaints process.

Decision: Complaint partially upheld, debt written off and £100 redress awarded.

3. Our Findings

To meet this Charter aim, HMRC ’s complaint handlers need to be proactive in identifying and confident in applying customer circumstances to their decision making. But we recognise that this is difficult when HMRC are managing hundreds of thousands of contacts. This is why embedding a culture of understanding is crucial. Providing safety nets through expert staff could support that cultural shift.

In all the case studies identified, HMRC had an opportunity independently to make the right decision prior to the involvement of the Adjudicator’s Office. In two of the cases highlighted, HMRC received all the information needed to reach an appropriate outcome, but either did not identify this as evidence or failed to apply this in their decision making. In another, the customer was explicit about finding themselves in financial difficulties, but this was not identified or taken into account.

The case studies demonstrate a strict adherence to process, a reliance on guidance to reach decisions and a reluctance to use discretion when available. In some of these examples, the correct outcome was clear (the debt being written off), but instead of taking this action, HMRC pursued the debt, suggesting that there may be a blocker to complaint handlers taking decisions with a financial impact.

We have seen a good understanding of customer circumstances and the impact these have on decision making during case discussions when complaints are escalated. These discussions have been collaborative and focussed on reaching an appropriate outcome based on the circumstances and situation of the complaint. They have also demonstrated that HMRC do have the ability proactively to use the discretions available to them to make fair and impactful decisions.

HMRC have discretions available to them to not collect tax (including benefits). These discretions allow HMRC to not collect all the tax due under the law if the cost in doing so outweighs the net return to the Exchequer. Whilst not appropriate in all cases, the principle of this approach is worthy of wider consideration.

In some of the case studies the amounts written off, although not small, are minimal when considered against the costs incurred by HMRC from the complaint escalating through the complaints process. As such, failure to identify customer vulnerabilities and circumstances and not applying discretion can incur higher costs for HMRC than by taking a proactive approach to considering whether collection and recovery is appropriate. This was also an issue identified by the Parliamentary Accounts Committee.

Had HMRC applied the customer’s individual circumstances to their decision making and had they considered the Charter standards when reaching their decision; HMRC could have saved time, resource, and significant costs. They would also have built customer confidence and trust, improved the customer service offered and shortened the customer journey.

4. Recommendations

To further embed the Charter standard ‘being aware of your personal situation’ HMRC should take steps to identify individual customer circumstances and consider the use of discretion where appropriate. These should be core elements of complaint handling and wider decision making.

Based on our findings, our recommendations are as follows:

Recommendation 1

HMRC should ensure that they are clear to all those involved in the complaint process that discretion is a key tool in HMRC ’s approach to resolving complaints.

Recommendation 2

We recognise that process is crucial to operationalising HMRC ’s complaint handling and indeed their frontline activities. If not already available, we recommend that some staff in each area are specifically and more deeply trained on the use of discretion to provide wider advice and guidance.

Recommendation 3

To help HMRC understand the opportunities available when applying individual understanding, we propose that HMRC take a sample of Tier 1 and Tier 2 complaints to assess whether the use of discretion related to individual circumstances would have: a) resolved the complaint quicker and b) improved the service HMRC provided.

Applying that approach through the lens and opportunity of the Charter is crucial to its success, it would also be useful to quantify any cost savings to the department on the assumption that early deployment of discretion would have resolved the complaint quicker.

We would of course be happy to assist HMRC with the activities set out at point 3.

Recommendation 4

HMRC should ensure that the operational guidance complaint handlers use on a day-to-day basis offers an appropriate level of support based on the customers individual circumstances.

HMRC ’s principles of support for customers who need extra help says:

‘We are committed to providing tailored support at the earliest opportunity for customers who may need extra help. This is also in line with our legal responsibilities under the Equality Act, to provide reasonable adjustments to ensure no one is disadvantaged’.

HMRC have guidance in place for dealing with vulnerable customers, but updating this to support all customers will ensure that no one is disadvantaged by a lack of support irrespective of their circumstances. It is also more reflective of the principles of support, which are not restricted to customers with vulnerabilities, but instead focus on those who need extra support.

This means that HMRC ’s guidance may need amending to incorporate a more inclusive approach.

In summary, HMRC have the tools and calibre of people to make a real difference to customers’ lives. The Charter sets the foundations, and the outcome is increased trust, revenue and complaint handling times and reduced complaint handling costs.

We see HMRC deploying discretion well, it just happens too late in many circumstances.

By empowering HMRC staff to stand back and ask the question: is this fair? will make a significant difference to many people.

This report has focused on one Charter principle. But the Charter as a whole has the potential to transform HMRC ’s customer service. Embedding that culturally across HMRC , and we see positive steps in that regard, must remain a key priority for HMRC .

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