If you’re running proactive care campaigns through Hippo, it’s helpful to know what “good” looks like. Not just in terms of numbers, but in how your team works, how patients respond, and how consistently things are being followed up.
Here are six key markers of strong recall performance, based on what we’ve seen work across practices.
✅ 1. Most patients book from the first invite
Well-run campaigns typically see 60–80% of patients booking in straight from the automated messages (text, email, WhatsApp, NHS App).
This is a sign that:
Your patient contact info is up to date
Messages are going out reliably
Booking links are easy to use
Good practice: If a patient doesn’t book after 2 messages, Hippo automatically adds them to the Recall List for manual follow-up.
🧑💼 2. Manual recalls are consistent, not reactive
You’ll always have a Recall List, but in high-performing teams:
Admin staff have protected time to work through it
Outcomes are logged every time (e.g. Booked, Declined)
Duplicates are avoided through simple coordination (e.g. starting on different pages)
Good practice: Set a light-touch recall target, even 10–15 calls per day adds up quickly.
🗂️ 3. Outcomes are clear, consistent, and actionable
Every time a team member contacts a patient, they use the Action Patient button and select an appropriate outcome.
What you want to avoid:
Blank outcomes
Repeated “No response” with no action
Calls not being logged at all
Good practice: Use outcome colours on the Recall List to help the team spot what’s been actioned and what hasn’t.
🎯 4. Campaigns are targeted and aligned to care priorities
Practices doing well often:
Run regular campaigns aligned with QOF or local priorities
Review messaging and booking methods for each campaign
Adjust settings (like message volume or booking options) based on results
Good practice: Prioritise recalls for care with upcoming QOF deadlines or known gaps in delivery.
📈 5. Progress is reviewed regularly, not just at year end
The best-performing practices don’t just “set and forget” - they:
Check campaign-level performance (e.g. which recalls are converting well)
Monitor patient responses over time
Use feedback from clinicians and admin teams to improve setup
Good practice: Review campaign performance monthly, and ask the Hippo team for help interpreting trends.
✉️ 6. Messaging is clear, friendly, and action-oriented
How your message is written can have a big impact on patient response — especially for custom campaigns.
High-performing practices tend to:
Keep messages short and friendly
Make it clear what the patient needs to do and why
Include the booking link early and avoid jargon
Mention the practice name for trust
📉 Common mistakes:
Messages that sound robotic or vague
Important info (like the booking link) hidden at the bottom
Long messages that get cut off in SMS previews
Good practice: If you’re not sure, stick with Hippo’s recommended message templates — they’re tested and optimised across practices. Or ask us to review a custom one for you.
👀 Final takeaway
“Good” isn’t perfect recall, it’s:
Getting the right patients
Getting most of them booked in with minimal admin
Having a clean, consistent follow-up process for the rest
Continuously learning and improving over time
🧐 Want help reviewing your campaign setup or recall success? Contact Hippo Support →