HotDoc recommends that you log into the Recalls section of the Dashboard at least once a week or more and check on your To Action and Unresolved screens. This ensures recalls are actioned within a timely manner and your patients do not encounter a delay in receiving their messages.
It is important that you regularly check how your recalls are tracking. As you continue to use HotDoc Recalls, new items may pop up which will require manual actioning within the Dashboard.
This guide will take you through the various actions we recommend to keep your HotDoc Recalls up to date. If regularly maintained, the action checklist won't take much time to complete and will ensure your patients are being notified efficiently.
We recommend that this guide is passed onto all members of your team who will help to manage your Recalls.
In this article
1. Check for patients that cannot be sent a SMS
|Action: Check for patients who cannot be sent SMS via HotDoc. Choose to either remind by call to contact the patient directly via phone or mark as done|
You may find that there are some patients who are not permitted to receive SMS recalls via HotDoc. This will be due to:
- The patient being out of the age range
- The patient not having a mobile phone number in their patient record
- The patient has opted out of receiving SMS communication
You can choose to take the following actions in these cases:
- If the recall has not been given, you can choose to Remind by Call (which places the recall into the 'To Call' tab and into a call list)
- If you do not wish to contact the patient, you can choose to Mark as Done
We recommend leaving a comment on the recall each time you call the patient. You will see this recorded in the Attempts column of the patients recall:
Patient invalid age
This patient is outside of your chosen age range for Recalls.
To view these, in your HotDoc Dashboard, navigate to Recalls > Activity (To Action tab) > Filter by the status To Action - Patient invalid age:
Patient invalid mobile number
The phone number on the patient's file is either incomplete or may not be a mobile number. If possible, update the mobile number on the patient's file.
In your HotDoc Dashboard, navigate to Recalls > Activity (To Action tab) > filter by the status To Action - Invalid phone number:
Patient opted out
This patient has chosen to opt-out of SMS communication. You can opt the patient back in if required.
In your HotDoc Dashboard, navigate to Recalls > Activity (To Action tab) > Filter by the status To Action - Patient opted out.
2. Check for upcoming appointments
|Action: Review any paused Recalls and check if the patient's appointment is booked correctly|
In your HotDoc Dashboard, navigate to Recalls > Activity (To Action tab) > Filter by the status To Action - Patient has appointment:
Click here to learn more about how to action this type of Recall.
3. Check for new patients to call
|Action: Head to your 'To Call' screen to see patients that you will need to call to schedule a recall appointment|
The To Call section shows all recalls which require you to manually call the patient to schedule an appointment. Items will appear here if:
- The patient has not responded to the final SMN attempt. (You can see the contact attempts in the Attempts column, see image below)
- You have manually selected a patient as ‘Remind by Call’
To view these in your HotDoc Dashboard, navigate to Recalls > Activity then select the To Call tab:
For additional steps on how to action recall in the Call stage, see: What to do when a recall is in the To Call section
4. Check the unresolved tab
|Action: Review the Unresolved tab to check for any patients who have attended an appointment but still have an unresolved Recall.|
If you are using our pause on booking feature you will need to check if any patients have since been seen, but have a Recall that is still unresolved in HotDoc.
Checking for any Recalls in the Unresolved tab will allow you to make sure the patient was seen for their Recall reason.
In your HotDoc Dashboard, navigate to Recalls > Activity (Unresolved tab) > Filter by the Practitioner > select Print > provide the practitioner the list:
If the patient has been seen for this appointment, please revisit their appointment in the calendar and update the arrival status to Seen. The recall will then move to Done- Patient Seen (providing that the appointment type is linked to the template).
If the appointment type was not linked to the Recall template, but the patient was Seen, please click Mark as Done.
If the recall is not resolved and the patient was not seen, you have the option to restart communication to the patient. To do this click on the patient's name to expand the patient Recall details and click Start again.