What each option in the 'Action Patient' dropdown means
When you finish a call with a patient, you'll need to choose an outcome that reflects what happened. Here’s what each option means and when to use it:
✅ Booked appointment
The patient has booked a relevant appointment (in EMIS/SystmOne).
🔔 Important: Hippo doesn't book appointments for you. This must be done manually in your clinical system.
📵 No response
You tried calling, but the patient didn’t answer.
Use this if the call rang out or went to voicemail, and no outcome could be recorded.
🏥 Completed action already at GP Surgery
The patient has already had the required care at your practice, but the system hasn’t picked it up yet.
🌍 Completed action already elsewhere
The patient had the care done at another provider (e.g. private clinic, hospital) and doesn't need recalling.
❌ Patient declined recall
The patient has refused the care you're recalling them for.
🚫 No longer in area – Declined recall
The patient has moved and is no longer eligible to be recalled by your practice.
📅 No availability for Recall
The patient is happy to attend, but no appointments are currently available to book them into.
🖊 Already booked on EMIS – note added to appt
You discovered the patient is already booked in for the relevant care, and you’ve added a note in EMIS to confirm this.
⚖️ Not eligible
The patient doesn’t actually meet the criteria for recall (e.g. incorrect inclusion in campaign).
Useful if you spot an error or edge case during the call.
📞 Contact details missing or incorrect
You couldn’t reach the patient due to invalid or outdated contact info.
Also flag to your practice team to update the patient record.
👩💼 Action completed by call handler
This is a general-purpose outcome used when the call handler has completed an action that doesn’t fit other categories but resolved the recall need.
❓ Other
Use only if none of the above apply. Be prepared to clarify in case your team reviews outcomes later.