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🤔 A Patient Was Recalled by Mistake. Why Did That Happen?

Updated over 3 months ago

If you see a patient on your Recall List who shouldn’t be there, for example, they’ve already had the care or aren’t eligible, it can be confusing.

This article explains:

  • Why this might happen

  • What to check in Hippo and your EHR

  • What to do if something doesn’t look right

🔍 First, what counts as a “mistake”?

You might think a patient was recalled by mistake if:

  • They’ve already had the care

  • They’re not eligible (e.g. wrong condition, moved out of area)

  • They were recalled for something your practice doesn’t usually deliver

  • They’ve declined the care

  • The recall appears “too early”

🧠 Common reasons a patient might be recalled unexpectedly

1️⃣ The care was done, but not coded in a way Hippo can see

Hippo relies on SNOMED codes in your clinical system. If something was:

  • Free-texted

  • Coded using a non-standard or incorrect code

  • Not synced properly from an external provider (e.g. hospital)

…then Hippo may not know the care has already been done.

✅ Check the patient’s EMIS/SystmOne record and ensure the care was recorded using the correct code.

2️⃣ The care is only partially complete

Hippo breaks care down into parts. If one part is missing, the patient will still be recalled, even if they’ve already had some of it.

✅ Click “See Patient” in the Recall List to check the care that’s still showing as outstanding under Suggested Appointments.

3️⃣ The patient wasn’t excluded by the recall rules

Patients are only excluded from being recalled if:

  • They’ve completed all required care

  • There’s a valid opt-out or exception code (e.g. declined, out of area, palliative)

  • They’ve been marked as exempt based on national or local criteria

✅ If none of those apply, Hippo will include them, even if they’ve verbally declined or are due to be de-registered.

4️⃣ The timing is based on recall buffers or QOF targets

Hippo doesn’t always recall on a strict 12-month cycle, we often recall early to give the practice time to act before the QOF year ends.

For example:

A flu jab given in September 2023 may no longer count for QOF 2024. Or a 10-month recall buffer might trigger a new invite before the full year is up.

✅ The buffer is currently set at 6 months.

✅ What to do if a recall looks incorrect

  1. Check the patient’s clinical record in EMIS/SystmOne

  2. View their Patient Summary in Hippo to see what care is still showing as needed

  3. If everything looks correct in the EHR, but the patient still appears, contact us.

  4. Flag it to Hippo if:

    • You’re seeing the same issue repeatedly

    • You think the recall rules are misfiring

    • You’re unsure whether the logic is correct

💬 Final tip

Incorrect recalls are rare, but when they do happen, it’s usually due to:

  • Coding that doesn’t match what Hippo expects

  • A care item that’s still outstanding (but not obvious at first glance)

  • A difference in recall timing vs QOF rules

We’re always happy to investigate and make improvements if you spot something off.

Need help reviewing a specific patient? Contact Hippo Support

Related Articles
💻 How to Set Up an Automated Recall Campaign
📞 How to Use the Recall List to Manually Follow Up With Patients
🎯 How Hippo Selects Which Patients to Recall
✅ What Counts as “Care Completed” in Hippo?
⛔️ What Happens If a Patient Books an Appointment but Doesn’t Attend?
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