Welcome to Hippo! 👋

You don’t need to learn everything at once. What you should focus on first depends on what you’ll mainly be using Hippo for.

This guide gives you a simple first-week plan and points you to the right Help Centre articles along the way.

Before you start, make sure you have your own Hippo account.

You’ll receive a welcome email from:

[email protected]

Follow the link in the email to:

📌 Once you’re in, bookmark app.hippolabs.co.uk so you can come back easily.

Having trouble getting in? See Can’t Log In? Set-up Links, Authenticator Codes & Access.

You only need to focus on the parts of Hippo that are relevant to your role.

Whichever route you’re taking, it’s worth spending your first 10 minutes getting familiar with the main areas of Hippo.

See Navigating the Hippo Recaller Dashboard.

If your job is to follow up patients who still need care, the Recall List is where you’ll spend most of your time.

Start with:

How to Use the Recall List to Manually Follow Up With Patients

Then skim:

Understanding the Colour Coding in the Recall List

The main things to understand are:

In the Recall List:

A note is required when you record an outcome.

Once you’re comfortable with Action Patient, start working through the list consistently.

If several members of staff are making calls, read:

How to Avoid Duplicate Recalls When Working as a Team

This explains how to coordinate work so two people don’t contact the same patient unnecessarily.

If you’ll be creating and managing automated Recall Campaigns, you’ll need to understand both who Hippo should contact and how those patients should be recalled.

Start with:

Setting Up Hippo Recaller: A Practical Starting Guide

For your first campaigns, it’s usually easiest to start with familiar areas of care where:

That gives you a chance to get comfortable with the campaign workflow before creating anything more complex.

Follow:

How to Set Up an Automated Recall Campaign

Before you start, it helps to know:

🎯 Which indicator you want to target
📍 Which site patients should book at
📅 Which appointment or slot type they should use
👥 Roughly how many patients you want to invite each day

There isn’t currently a draft state in the campaign builder, so work through all of the steps and select Save once you’re ready.

A campaign becomes Active when you save it.

If you want to sense-check it before recalls are sent:

Once your first campaign is running, take some time to understand your wider practice settings.

Open Recall Config from your profile menu and read:

Configuring Recall Timing Rules

This will help you understand things like:

It’s also worth reading:

What Should We Tell Patients About Hippo?

so your team knows how to explain the service if patients ask.

Once recalls have started going out, use the reporting areas in Hippo to understand what’s happening.

For example:

Recall Campaigns → progress for an individual campaign

Practice Analytics → indicator performance and manual recall activity

Advanced Analytics → broader automated recall trends and performance

Start by checking appointment availability.

If Hippo can’t find suitable slots, the campaign will still show as Active, but it won’t send new recalls until availability returns.

See Why Has My Campaign Stopped Sending? for the full troubleshooting guide.

If you help keep records tidy or resolve issues that prevent successful recalls, head to Worklists.

Hippo automatically identifies patients who need particular administrative follow-up.

Depending on your practice, you may see worklists such as:

☎️ Incorrect Contact Details
❕ Patient Out of Area
🩸 Patients Requiring Bloods
🩺 Unapproved Basic Health Data

Rather than trying to clear everything at once, work through one list at a time.

For Unapproved Basic Health Data, you’ll be reviewing information patients have submitted through Hippo’s health questionnaire before it is written into their clinical record.

You may not need to use Hippo every day, but it can be useful when a patient asks:

“Why have I been contacted?”

“What am I due?”

“Have I already booked something?”

Use the patient search at the top of Hippo to find them.

From See Patient, you can check their outstanding care and recall activity.

Useful guides include:

How to Check Which Campaign a Patient Was Recalled For

and:

How Can I Check If a Patient Has Booked an Appointment in Hippo?

This is usually much quicker than trying to work backwards from the message the patient received.

If your practice is new to Hippo, we’ll usually arrange a Hippo Setup Session with your team as part of onboarding.

See:

Your Hippo Onboarding: What You Need to Do

If you’ve joined a practice that already uses Hippo and would benefit from a walkthrough, just get in touch.

Tell us:

That helps us make the session relevant to what you actually need to do.

If you’ll be creating or managing Recall Campaigns, you’ll need Super User access.

If you mainly need to follow up patients through the Recall List, standard access is usually enough.

Each person needs their own account.

A Super User at your practice can invite them:

Click your initial (top right) → User Management → Invite Someone, using their NHS email.

Not a Super User? Ask one at your practice.

Never share another member of staff’s login.

Go to app.hippolabs.co.uk and use the password reset option with the email address your original invitation was sent to.

See Can’t Log In? Set-up Links, Authenticator Codes & Access if you need more help.

A campaign is only created once you complete the builder and select Save on the final step.

If you leave before saving, you’ll need to start the campaign again.

The Recall List isn’t a list of everyone who is due care.

Patients generally move there when they need manual follow-up, for example after completing their automated Recall Flow without booking.

At a newly launched practice, it can therefore take a little while before many patients appear.

No.

Start with the area you’ll actually use in your role, then build from there.

A Recall List caller doesn’t need to learn campaign configuration on day one, and a clinician who only checks individual patients doesn’t need to learn all of Practice Analytics.

By the end of your first week, aim to be comfortable with the basics for your role:

Everyone: log in and know your way around the dashboard

📞 Recall List callers: find patients, make calls and record outcomes

💻 Super Users: build, check and run a Recall Campaign

📋 Admin teams: understand and work through your key Worklists

🩺 Clinicians & reception: search for a patient and understand their recall status

You can pick up the rest as you need it.