💻 How to Set Up an Automated Recall Campaign

1️⃣ Login to your Hippo Recaller account

Navigate to app.hippolabs.co.uk on your browser and login using your email address and the password you set when you first signed up.

If you have forgotten your password you can click on the 'Forgot your password?' button to reset it.

2️⃣ Click on the Recall Campaigns tab at the top of the screen

3️⃣ Click on the ‘Create Campaign’ button

4️⃣ Set up the campaign basics

Start by choosing a name for your campaign.
Then, set the maximum number of recalls per day. This allows you to manage patient demand and protect reception staff and appointment availability.

💡Why this matters:

If recall messages go out to every eligible patient at once, you may quickly run out of appointment slots.
It can also overwhelm reception teams with calls.

By setting a daily limit:

Patients will be recalled in the order EMIS returns them, which may appear random but is consistent with how data is pulled from your clinical system.
Patients are drip-fed into the campaign over time
Once all available appointments are filled, the campaign will automatically pause
It will resume as soon as more appointments become available

Choose how you'd like to contact patients:
- SMS
- Email
- NHS App
- WhatsApp
Hippo automatically uses the patient’s preferred contact method.

✅ Recommended: Turn on all methods to maximise response rates, but you can choose whichever work for your patients/practice

5️⃣ Patient Selection

On this page, you'll choose the clinical targets or indicators that your campaign is for — for example, Asthma reviews, Flu vaccines, or QOF-related indicators.
Once selected:
- Hippo will automatically identify which patients are eligible based on their coded information in EMIS
- You don’t need to manually build lists - the platform does the heavy lifting for you

🧠 Understanding "AND" / "OR" Logic:

If you choose multiple indicators, Hippo applies logical rules e.g:

You select Asthma Indicator 1, Asthma Indicator 2, and Flu.

Hippo reads this as:

(Asthma 1 OR Asthma 2) AND Flu

You’ll also have filtering options for:
- Housebound patients
- Care Home residents
By default, both groups are included, but you can choose to:
- Only target them, or
- Exclude them entirely

6️⃣ Online Booking Settings

You can choose to include an online booking link in your messages.
Set:
- Site/Location
- EMIS Slot Type (e.g., “Pharmacist Telephone Consultation”)
- Clinician (optional)

⚠️ Important: If there are no slots available, messages won’t be sent.

7️⃣ Message & Writeback Settings

Number of Recalls

Each message equals one recall attempt per patient.

Recalls typically go out every 2 weeks until the patient completes the care or the campaign ends.

Message Templates

You can:

Use Hippo’s default templates (automatically translated to the patient’s preferred language)
Or create a custom message
(Note: custom messages can’t be used for WhatsApp)

Writeback to EMIS

Select the SNOMED codes to record once care is completed.

If left blank, Hippo will:
- Auto-select the right code, or
- Use a default "Recall Admin" code

8️⃣ Save and Launch

Once everything is set up:

Click Save
Your campaign will launch and recalls will begin automatically

💡 Do we have to do anything else in EMIS once we use this?

Not really! Hippo will run automatically without you needing to do anything in EMIS. It also writes back when a recall has been sent (either the default code or a custom code you choose). An example of what this looks like in EMIS can be found here:

However, for care to be properly recorded, you still need to ensure the appropriate SNOMED codes are entered in EMIS after the appointment. If the required code isn’t entered, Hippo will keep marking the patient as needing care, even if they’ve already attended.

While Hippo can write some data back to EMIS (like invitation sent codes and questionnaire responses), accurate coding in EMIS is essential for the system to recognise completed care.