🦸♂️ Introduction
This page is for any ‘Super Users’ who are using the Hippo Recaller tool. The aim of this page is to guide you through some of the tools we have for you to help manage your practice’s recalls
Super Users are usually Practice Managers or Reception Leads who manage front-line non-clinical teams and need to have elevated permissions so they can manage the Hippo Recaller.
⚙️ What can Super Users do?
Super Users can do everything a regular user can do plus some additional functionality.
At present, the main thing that Super Users can do is edit the Practice Settings. To navigate here, click on the link labelled “Practice Settings” on the top bar of the Hippo Recaller app.
Once you’re in Practice Settings, you can currently amend a few things:
- Create recall campaigns. This button allows you to a) Name the campaign b) Adjust the number of messages sent per day c) select the type of message d) select the booking mechanism e) select the targets you want met f) turn the recall on or off
- Whether we use texts and / or emails and / or WhatsApp to send automated recalls. You should consider you patient demographic as some patients don’t have emails or mobile numbers.
- Enable how your patients book in with you. There are a few selectable options. If you don’t select either of these, then patients will be invited to call the practice. If you select ‘Patient access online’, then those patients who have signed up for this service will be invited to book in on this, all others will be told to phone the practice and book in. Another option is ‘Health Hero online booking’. Once you enable this you will need to select the relevant slot type from the dropdown menu. It will tell you how many slots are available, to prevent you from selecting a slot type you no longer use. As each practice uses its slot types differently, we have not pre-selected any of these.
📋 Managing your team
As a Super User, you’re also likely managing your team’s recall processes for your practice. Whilst you know your team best and the Hippo Recaller is just a tool to help facilitate your recalls, we have learned some things that could help build a more effective recall campaign.
- Give your team the tools - make sure your team know what this tool is, have their logins set up and make sure they actually know how to use it. You can always reach out to us at any time if you want a hand with setup or training for the team.
- Set targets - we suggest setting a reasonable target for daily or weekly recalls. This could be changed depending on workloads and staffing, but having at least a target means that the team have something to strive for. You can monitor this using the “Team Recalls today” number that sits at the top of the Recall List page.
- Allocate time - your team will likely need some dedicated time to do the recalling and hit your targets. Decide with the team what works best and then schedule some time. You should review this periodically based on your findings. You can use the ‘Practice Analytics’ page to see if your team has been recalling in the last week or last month.
- Create some competition - sometimes the best way to improve performance is to tap into your teams’ competitive natures! We have seen this work at a number of different practices. You could have prizes or just compete for pride to see who can do the most recalls in a week or a month. Use the ‘Practice Analytics’ page to compare how many recalls each team member has done in the last week or month.
- Lead from the front - do some recalls yourself! What better way to show the team how to do them than to get on the phones yourself and give everyone an example to follow? Use the Recall List tab to get stuck in and start recalling!
- Ask for help - We have a team of recallers at Hippo Labs. We would be more than willing to manage this part of the recall process.
⚠️ Things to be aware of
We’re still developing the platform so there are a few things that are worth bearing in mind as you navigate the Recaller:
- The list for your team is currently static - that means if there is more than one person using the tool at a time, they may end up clicking on / recalling the same patient. To avoid this, get the team to start on different pages if they’re working concurrently.
- Your teams must make bookings in your booking system as well as noting it on the platform - otherwise, the patient won’t actually have a slot to come in for. For other outcomes e.g. ‘Declined’ or ‘Out of area’, we will regularly be in touch with you or your team to help you batch code these.
- Suggested appointments are just suggestions - if your team know a better way to book a patient in for their required care items, then encourage them to follow that. We’d really love it if you or the team can feedback when these instances occur so that we can fix the underlying issues for everyone!
🗣️ Feedback and issues
We want your feedback on the platform - whether these are problems you’re currently having or things you’d like to see or even just things you love about our tools, we’d love to hear it!
We’re aiming to develop the platform quickly and your feedback is key to making that possible.
To give us that feedback or report any issues, you’re welcome to find us in person or on MS Teams/Email or you can use our short forms below:
🦛 Hippo Recaller Data Issues Form ← for anything wrong in the platform like wrong appointment suggestion or patient action already completed
🦛 Hippo Recaller General Feedback Form ← for anything you think we should change or add to make your experience better
N.B. The same links can be found in the Hippo Recaller by clicking on the ❔ icon in the top right corner of any page