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GP Smart Recalls FAQs

Will a patient receive a follow-up message if they do not reply?

If the patient does not respond to the initial message, Helen will send one follow-up message 24 hours later.

Does Smart Recalls respect the Blocked Communications List?

Yes. A patient will not receive a Smart Recall if they are on the practice’s Blocked Communications List and the Recalls option has been selected.

Why was the AI SMS step skipped?

The AI SMS step may be skipped when:

  • there are no appointments available online
  • the patient does not have a valid mobile number
  • the patient is blocked from receiving recall communications
  • the patient has opted out of AI SMS
  • the patient is on the Blocked Phone Number List

For non-urgent test result recalls, the step may also be skipped when the practitioner linked to the result does not have online appointment availability.

If the AI SMS step is skipped, the recall will progress to the next step in the automation.

Why could the patient not complete a booking?

A patient may be unable to complete their booking when:

  • the available appointment has been booked by someone else
  • the linked practitioner no longer has suitable availability
  • the patient has been added to the Blocked Phone Numbers list and cannot make an online booking
  • we have lost connection to your practice management software