This guide walks you through exactly what to do when working through the Recall List in Hippo Recaller, from opening the page to logging the outcome after you’ve spoken to the patient.
1️⃣ Open the Recall List
When you log in, you’ll land on the Recall List by default.
Here’s what you’ll see:
Summary Stats – A count of how many patients are eligible and how many recalls have been completed today (by you and your team).
The Live Recall List – A list of patients who:
Need care (based on their live medical record)
Have already had 2 automatic invites, or have no valid contact details
Haven’t recently been recalled manually
🧠 Tip: Patients are colour-coded based on their recall status. You can find out more about this here.
2️⃣ Find Patients to Follow Up & Click ‘See Patient’
There are two main ways to find patients in the Recall List when doing manual follow-ups:
🔍 Search for a Specific Patient
If a patient has contacted the practice or you want to check their record:
Go to the Recall List
Use the search bar in the top-right to find them by name or NHS number
Click See Patient to view their details and take action
⚡️ Filter by Indicator (Most Common)
Most practices use filters to find groups of patients who need the same type of care.
To do this:
Head to the Recall List
Use the Morbidity filter to select the clinical area or indicator you’re working on (e.g. AST007 – Asthma annual review)
Set the Patient filter to 'Patients requiring phone call'
💡 This shows patients who either haven’t responded to automated messages or can’t be contacted via text/email (e.g. no mobile or email on record).
You can now work through the filtered list, calling each patient and recording the outcome.
Click ‘See Patient’ to open their Patient Summary.
3️⃣ Review the Patient Summary
Once you’ve clicked “See Patient,” you’ll land on a page with all the info you need to make the call.
Here’s what to check:
Patient Details – Name, contact info, NHS number
Upcoming Appointments – So you don’t double-book
Suggested Appointments – Hippo’s recommendation based on their care needs
Automated Recall Attempts – Check how many messages they’ve received
Manual Recall Attempts – See if a teammate has already called them
4️⃣ Call the Patient
Call the patient using the contact number shown in the Patient Details section.
Use your usual practice process (Hippo doesn’t dial or record calls).
5️⃣ Record the Outcome
After the call, click “Action Patient” at the top right of the screen.
You’ll see a list of outcomes to choose from:
✅ Booked appointment
📵 No response
🏥 Completed action already at GP Surgery
🌍 Completed action already elsewhere
❌ Patient declined recall
🚫 No longer in area – Declined recall
📅 No availability for Recall
🖊️ Already booked in on EMIS – note added to appt
⚖️ Not eligible
☎️ Contact details missing or incorrect
👩💼 Action completed by call handler
❓ Other
📌 Important: When manually recalling a patient, if you select Booked Appointment under 'Action Patient', make sure to also book the slot in EMIS/SystmOne. Hippo doesn’t book appointments for you.
❗️ Adding notes based on your conversation is mandatory.
You can also optionally select any actions discussed during the call.
If the ‘Write back to EHR’ toggle is turned on, these details will be written directly into the patient’s record.
6️⃣ You’re Done! Move on to the Next Patient
Once you’ve submitted the outcome, it’ll show in the Manual Recall Attempts section.
To keep going, you can either return to the Recall List or use the left and right arrows at the side of the screen to move straight to the next patient - no need to click back.
