Before your first campaigns go out, we recommend making sure your practice staff can answer some basic questions about Hippo. We also suggest you let patients know they may soon receive booking invitations from Hippo Labs. This helps them recognise the messages and reduces confusion.
📚 Patient-facing resources
We have created some resources for you to share in your practice or directly with your patients:
A poster for your waiting room
A 'Patient FAQs' webpage
A video for your website or any screens in your practice
👉 Click here to see and download these resources 👈
💬 Sample wording to share with patients
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., an annual check or medication review) and enable us to invite you to book appointments via various messaging methods (e.g., email, text, WhatsApp). You can always choose to call us directly to book. Hippo Labs is a UK‑based company that follows all NHS digital standards and will never sell your data to another party: [INSERT PRIVACY POLICY]
📝 How to let your patients know
✅ Put a poster in your surgery reception area or consultation rooms
✅ Share the video on your website or on a screen in your surgery
✅ Send the sample wording with a link to the 'Patient FAQs' webpage via a batch message
✅ Include a note in your next patient newsletter or PPG update
✅ Brief your team so they can confidently explain Hippo if asked
ℹ️ You don’t have to do all of these! Just choose the methods that feel right for your practice and your patients.
🔤 What your team should know
📞 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.
☎️ You can choose to include your practice’s phone number in messages, 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.
📌 Why this matters
Sharing this information helps build patient trust and ensures patients feel confident that the messages are genuine and secure.
If you’d like help drafting patient-facing wording or want to check how to explain it best, just let us know. We’re happy to support!