📬 Hippo Messaging: What to Know & What to Share with Patients

If you’re reading this, you’re about to start using the Hippo Recaller Platform to automate patient recall. This page is a short overview of the system and some key information you need to know to get started.

🔗 Click here to log into the platform ➜

📞 The Hippo Recaller automates your patient recall process — identifying who needs what care and making it easy to invite them in.

🧮 Hippo calculates care needs and the best set of appointments/actions to meet them. You’ll see this in the Recall List when you log in.

📨 Once set up, patients will get automated messages (texts, emails, WhatsApps, NHS App notifications) inviting them for care based on the campaigns you’ve set up.

☎️ All messages include your practice’s phone number, so you may get a few calls from patients who’d prefer to book by phone or want to double-check the messages are legitimate.

🪃 Patients who don’t respond to automated messages will appear in your Recall List for manual follow-up. By default, this list only shows patients who need manual recall, but you can adjust it to view all patients.

🦸‍♀️ We use a sub-processor called Hero Health to write information back into your records. You might see Hero Health mentioned in EMIS — it’s part of our system and nothing to worry about!

You don’t have to do any of these, but we strongly recommend at least making sure your team can answer basic questions about Hippo. To help build patient trust, you could also:

Here’s some sample wording you’re welcome to use in any of those communications:

To improve our services, we have adopted a technology provider called Hippo Labs. They help us to identify if you have any healthcare needs (e.g. a yearly check, or medication review) and enable us to invite you to book in for those appointments via various messaging services (e.g. emails, text messages, WhatsApp). You will always have the option to call us directly to book your appointments. Hippo Labs are a UK-based company that follow all NHS digital standards. They will never use or sell your data to another party. To find out more, please have a read of our updated privacy policy here: [INSERT PRIVACY POLICY]

Below are a couple of examples of the type of messages your patients might receive as part of a campaign run through Hippo. The patient name and your practice details will fill in the appropriate spaces.

This is a dummy version of the questionnaire that patients will be sent. They will only be sent the relevant parts to them:

https://hippolabs.typeform.com/to/uhkqmxyK#person_name=xxxxx&actions_required=xxxxx&recall_id=xxxxx&nhs_no=xxxxx&organisation=xxxxx

Sent from the “GP Surgery” sender name — the same as other NHS providers like Accurx.

By default: GP Recall Support ([email protected]).

We can also send from your own domain if you prefer (we’ll help you set that up).

Sent from “Hippo Labs” due to branding rules on WhatsApp.

Messages come from your practice name in the NHS App, showing as push notifications if the app is installed.

Hero Health are our integration partner with EMIS. They make it possible for us to write information back into your clinical system and send live booking links to patients.

If you or a patient sees Hero Health in booking links or EMIS records, it’s totally legitimate and part of Hippo Recaller.

Got questions? Just reach out to us — we’re always happy to clarify!

We recommend updating your practice’s Privacy Policy to include Hippo Labs.

Here’s some sample wording you can tweak:

👉 Hippo Labs Privacy Policy additions ➜

We also have a DPIA template you can review and adapt:

📄 Download the DPIA template ➜

For more detail, read our Information Governance, Clinical Safety, and Data Security page:

🔗 More on IG and safety ➜

Or email us at [email protected].