If a patient receives automated recall messages (via NHS App, SMS, email, or WhatsApp) and doesn’t book an appointment, they will automatically appear in the Manual Recall List once the campaign’s set number of messages have been sent and the waiting period has passed.
Hippo doesn’t “mark” patients as unsuccessful — they simply move into the manual list when automation hasn’t worked.
⏳ When do patients move to the Manual Recall List?
Each campaign includes a set number of automated messages per patient — usually 2 to 4 — spaced out over a few weeks (depending on your settings).
After the final automated message:
Hippo waits for the configured delay (often 14 days) to give the patient time to book
If they still haven’t booked, they appear in the Manual Recall List for follow-up
📞 What should you do next?
Go to the Recall List tab
Click See Patient to view their contact history, outstanding care, and suggested appointments
Call the patient and use the Action Patient button to record the outcome (e.g. Booked, Declined, No Response)
💡 Why patients end up here
They’ve ignored or missed all automated messages
They don’t have valid contact details
They prefer to book by phone or in person