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What does each Recall status mean?

Last updated   ∙   ~ minute read

Recalls will go through different statuses as they become active in the Dashboard and their sequence commences.

Below you will find a breakdown of what each status means as well as any action you may need to take with the Recall.


Best Practice

   In this article

 

To Action

All 'To action' recalls will need to have some form of action taken before they can progress and start/continue sending to the patient. 

 

To action - New reminder type

  • This recall has been pulled into the practice's dashboard and is 'new', this will either need to be assigned to an existing Recall Template or you will need to create a new Recall Template. For a guide on how to create a new template, see here.

To action - Patient invalid age

  • This patient is outside of your chosen age range for recalls. You will need to either 'remind the patient by post' or 'mark as done' and contact the patient directly via phone. Alternatively, to change these settings please go to Recalls > Settings in your dashboard.

To action - Invalid phone number 

  • The phone number on the patient's file is either incomplete or may not be a mobile number. You will either need to update the mobile number on the patient's file or choose to 'remind the patient by call/post'.

To action - Invalid email address

  • The email on the patient's file is either incomplete or may not be an email address. You will either need to update the email address on the patient's file or choose to 'remind the patient by call/post'.

To action - Patient opted out

  • This patient has chosen to opt out of SMS communication. This may be selected in your Practice Management System or the patient may have manually opted out via HotDoc. You will need to either 'remind the patient by post' or 'mark as done' and contact the patient directly via phone. Alternatively you can edit their HotDoc consent status by clicking on the patient's name.

To action - Paused

  • If your template is not set to Send HotDoc Recall automatically, you may see some Recalls under a Paused state. You can choose to manually send the recall by selecting Resume.

To action - Patient has appointment: 

  • This status will only apply to templates that are set to stop recalling the patient when they have an upcoming appointment:

    Screen_Shot_2022-06-02_at_1.34.19_pm.png

    You will receive this message if the patient has an appointment in the book that has a different appointment type than what is linked to the template.

    In this instance, you are able to either verify the appointment by clicking Link Appointment or Choose Appointment To Link in the Recall Details screen, change the appointment in the book so it matches that which is linked to the template, or click Resume Recall to dismiss any upcoming appointments and continue recalling the patient.

To action - Patient seen not resolved

  • If you have Pause on Booking enabled, you may see this if the patient has attended their booking, but their recall has not been resolved in their patient record. In this instance, we would suggest checking with the patient's practitioner to make sure the recall has been marked as given or resolved.

 

In Progress

In Progress recalls are currently in the middle of a communication sequence and generally do not need to be checked.

 

In progress

  • This will show all Recalls currently in the process of being sent out (do not require any action).

In progress: Patient has appointment

  • This will only show for Results which templates are set to 'Pause on Booking'. These require no further action as the patient has booked an appointment which has been verified as being relevant to the result in question.

In progress: Waiting for results

Done

This refers to all Recalls that are 'Done' (no further action will be taken by HotDoc) 

 

Done - Patient Read Reminder

  • The patient has received their SMN, opened the link and verified their details (entered their DOB and last name). This patient has seen their reminder message.

Done - Marked as done

  • The Recall has either been manually marked as done in the dashboard by a member of staff, or the recall is assigned to a sequence that will automatically mark it as 'done'.

Done - Letter Downloaded and sent

  • The recall letter has been generated and printed to be sent to the patient. (Please note, you will need to ensure the letter has been printed, once generated) 

Done - Resolved in clinical software

  • The Recall has been removed/completed/had the due date changed within your clinical software/practice management software.

Done - Out of date

  • The reminder was never assigned to a template, and as a result, was not actioned, and is now older than 4 weeks. These patients should be followed up directly if it’s still clinically significant that they attend for an appointment. If you wish to start the recall again, please click 'start again'.
     

Done - Expired waiting for results

Done - Expired unable to send SMN

Please note: Any recall, regardless of their status, will update to Done - Resolved in Clinical Software if the recall is deleted or completed in your clinical software.  

Note: Some exceptions may apply for recalls with older due dates. These can be manually marked as done if they require no further action:
How do I leave a comment and mark a Recall as done?

 

Click here to see more information on how to filter Recalls


Medical Director (Pracsoft), Zedmed, Optomate

   In this article

 

To Action

All 'To action' recalls will need to have some form of action taken before they can progress and start/continue sending to the patient. 

 

To action - New reminder type

  • This recall has been pulled into the practice's dashboard and is 'new', this will either need to be assigned to an existing Recall Template or you will need to create a new Recall Template. For a guide on how to create a new template, see here.

To action - Patient invalid age

  • This patient is outside of your chosen age range for recalls. You will need to either 'remind the patient by post' or 'mark as done' and contact the patient directly via phone. Alternatively, to change these settings please go to Recalls > Settings in your dashboard.

To action - Invalid phone number

  • The phone number on the patient's file is either incomplete or may not be a mobile number. You will either need to update the mobile number on the patient's file or choose to 'remind the patient by post'.
     

To action - Invalid email address

  • The email on the patient's file is either incomplete or may not be an email address. You will either need to update the email address on the patient's file or choose to 'remind the patient by call/post'.
     
  •  

To action - Patient opted out

  • This patient has chosen to opt out of SMS communication. This may be selected in your Practice Management System or the patient may have manually opted out via HotDoc. You will need to either 'remind the patient by post' or 'mark as done' and contact the patient directly via phone. Alternatively you can edit their HotDoc consent status by clicking on the patient's name.
     

To action - Paused

  • If your template is not set to Send HotDoc Recall automatically, you may see some Recalls under a Paused state. You can choose to manually send the recall by selecting Resume.
     

To action - Patient has appointment

  • This status will only apply to templates that are set to stop recalling the patient when they have an upcoming appointment:

    Screen_Shot_2022-06-02_at_1.34.19_pm.png

    You will receive this message if the patient has an appointment in the book that has a different appointment type than what is linked to the template.

    In this instance, you are able to either verify the appointment by clicking Link Appointment or Choose Appointment To Link in the Recall Details screen, change the appointment in the book so it matches that which is linked to the template, or click Resume Recall to dismiss any upcoming appointments and continue recalling the patient.

To action - Patient seen not resolved

  • If you have Pause on Booking enabled, you may see this if the patient has attended their booking, but their recall has not been resolved in their patient record. In this instance, we would suggest checking with the patient's practitioner to make sure the recall has been marked as given or resolved.

In Progress

In Progress recalls are currently in the middle of a communication sequence and generally do not need to be checked.

 

In progress

  • This will show all Recalls currently in the process of being sent out (do not require any action).

In progress: Patient has appointment

  • This will only show for Results which templates are set to 'Pause on Booking'. These require no further action as the patient has booked an appointment which has been verified as being relevant to the result in question.

Done

This refers to all Recalls that are 'Done' (no further action will be taken by HotDoc) 

 

Done - Patient Read Reminder

  • The patient has received their SMN, opened the link and verified their details (entered their DOB and last name). This patient has seen their reminder message.

Done - Marked as Done

  • The Recall has either been manually marked as done in the dashboard by a member of staff, or the recall is assigned to a sequence that will automatically mark it as 'done'.

Done - Letter downloaded and sent

  • The recall letter has been generated and printed to be sent to the patient. (Please note, you will need to ensure the letter has been printed, once generated) 

Done - Resolved in clinical software

  • The Recall has been removed/completed/had the due date changed within your clinical software/practice management software.

Done - Out of date

  • The reminder was never assigned to a template, and as a result, was not actioned, and is now older than 4 weeks. These patients should be followed up directly if it’s still clinically significant that they attend for an appointment. If you wish to start the recall again, please click 'start again'.
     

Please note: Any recall regardless of their status will update to Done - Resolved in Clinical Software if the recall is marked in your clinical software whilst it is in the sync window. Done - Resolved in Clinical Software is the final stage of HotDoc communications.

 
Click here to see more information on how to filter Recalls

 

Dental4Windows, HotDoc Calendar (unintegrated)

   In this article

 

Status: To Action

All 'To action' recalls will need to have some form of action taken before they can progress and start/continue sending to the patient. 

To Action: Patient invalid age

This patient is outside of your chosen age range for recalls. You will need to contact the patient via an alternative method and click Mark as Done.

Alternatively, to change these settings please go to Recalls > Settings in your Dashboard.

To Action: Invalid phone number

The phone number for the patient  is either incomplete or may not be a mobile number.

You will either need to update the mobile number in the patient details or contact them via an alternative method. 

To Action: Invalid phone number

The email for the patient is either incomplete or may not be an email address.

You will either need to update the email address in the patient details or contact them via an alternative method. 

To Action: Patient opted out 

This patient has chosen to opt out of SMS communication. This may be selected in the Patient Details in the Calendar or the patient may have manually opted out via HotDoc communications.

You will need to contact the patient directly via phone and then select Mark as Done. Alternatively you can edit their HotDoc consent status by clicking on the patient's name.

To Action: Paused

If your template is not set to Send HotDoc Recall automatically, you may see some recalls under a Paused state.

You can choose to manually send the recall by selecting Resume.

To Action: Patient has an appointment

This status will only apply to templates that are set to stop recalling the patient when they have an upcoming appointment:
Screen_Shot_2022-06-02_at_1.34.19_pm.png
You will receive this message if the patient has an appointment in the book that has a different appointment type than what is linked to the template.

In this instance, you are able to either verify the appointment by clicking Link Appointment or Choose Appointment To Link in the Recall Details screen, change the appointment in the book so it matches that which is linked to the template, or click Resume Recall to dismiss any upcoming appointments and continue recalling the patient.
To Action: Appointment passed, not resolved

If you have Pause on Booking enabled, this status will appear if the patient's appointment time has passed, but the appointment was not marked as Seen in the calendar. 

  • If the appointment type is linked to the recall, please update the appointment to Seen in the calendar.

  • If the appointment type is not linked to the recall, please click Mark as done in the Recalls tab.

  • If the patient did not attend, please click Start again to recall the patient for the appointment again. 

 

 

Status: In Progress 

In Progress recalls are currently in the middle of a communication sequence and generally do not need to be checked or actioned. 

In Progress: No action required

This will show all recalls currently in the process of being sent out (do not require any action).

In Progress: Patient has appointment

This will only show for recall templates that have Pause on Booking enabled.

This status will appear if the patient's appointment matches the appointment type that is linked to the template (eg. Patient booked general check up and clean appointment, which is linked to a Check up and clean recall template.).

These require no further action as the patient has booked an appointment which has been verified as being relevant to the recall template.

 

Status: Done

This refers to all Recalls that are 'Done' (no further action will be taken by HotDoc). 

Done: Patient Read Reminder 

The patient has received their recall, opened it via push notification or clicking the link in the SMS and read their recall message.

Done: Patient Seen

The patient's recall appointment has been marked as Seen in the HotDoc Calendar. 
Done: Marked as Done

The recall has either been manually marked as done by your practice in the Recalls section of your Dashboard, or the recall is assigned to a sequence that will automatically mark it as done.
Done: Recall edited and replaced 

The patient's original recall was edited with a different date, template, or practitioner. There has been a new recall created with the updated details. 

 

 

 

 

 

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