How to use Recalls Categories Follow

The Recalls 'Categories' feature allows you to group multiple recall reasons into one ‘category’. An SMS template and a letter template can then be associated with each category, allowing you to skip the step of manually selecting or creating a recall template when sending recalls.


This feature also adds ‘grouping’ whereby, when multiple SMS recalls are being sent to the same patient, any recalls with reasons linked to the same category will be grouped together and sent as one message rather than sending one for each recall. This is particularly useful where a patient has, for example, multiple blood test results at one time.


You can watch our video tutorial here:


Alternatively, our step-by-step written guide is below.


In order to set up your recall categories, navigate to the 'Categories' page within the Recalls menu.


The first step is to add a category. To do this, click on the teal '+ Add new category' button at the top right of the page. This will create a new category at the top of the page. Note that if you already have some categories set up, any new entries will appear at the bottom of your list of categories. 


The first step is to give your new category a name. This should be related to the recall reasons you plan to add to the category. For this example, I'm going to make a category for all of my recall reasons relating to blood test results, so I'll title it 'Blood Test Results'. 


Note that you are able to edit the name of a category at any time by clicking on the 'Edit category' button and then updating the name. Don't forget to click on the 'Save all changes' button at the bottom right of the page after making any changes. 

The next step is to add your SMS and letter templates for the category. In this example, I'm going to add the 'Results' template for both SMS and letters. 


If you are having trouble finding the template you're looking for, you can start typing the name of the template in the 'Select...' box to narrow down the list of templates. 


These templates will automatically be used for any future recall sends with recall reasons in this category. For example, if I were to send an SMS recall with the 'Iron Studies' recall reason, the 'Results' template would automatically be chosen for this contact attempt. This helps to save time and improve the relevance of the recall message when sending many recalls with a variety of reasons at once.


The next step is to add some recall reasons to the category. In this example, I'm going to add all of the recall reasons that relate to blood test results. Note that you can start typing the name of a reason you're looking for to narrow down the list. You can then click 'Select all' if all of the reasons that appear in the list are reasons that you'd like to add to the category, or you can add the reasons you need one-by-one by clicking the checkbox next to each reason. 


Note that each recall reason can only be linked to ONE recall category. Once you're finished selecting all of the recall reasons for that category, save your changes by clicking on the 'Save all changes' button at the bottom right of the screen. 



Once you're finished setting up your recall category or categories, be sure to click the teal 'Save all changes' button at the bottom right of the page to save any changes. Navigating away from the page means any unsaved changes will be lost.

And that's it! You are able to add as many recall categories as you like to make sending recalls even easier. 

Note that each recall reason can only be linked to ONE recall category. Additionally, all recalls still appear in the 'To Action' tab, just like the did before. However, if you would like to view only the recalls with a reason linked to a specific category, you can do so by using this filter (see image below). 


You can make changes to the categories at any time, including changing the category name, the linked recall reasons, and the associated templates. You can also delete a category at any time by clicking on the 'Delete category' button that appears after clicking 'Edit category'.


To remove a recall reason from a category, simply deselect the checkbox next to that reason in the drop down list, then click 'Save all changes' to save your changes. 


For any recall reasons that are NOT assigned to a category, you will still need to manually choose the recall template or manually create the recall message for those recalls at the time of sending. However, recalls with reasons that are assigned to a category will still automatically select the template linked to the category.

Additionally, if the recall reasons in a send have not been assigned to a category and a patient has multiple recalls in the send, they will receive one message for each recall, causing multiple messages to be received at the same time. Therefore, to make processing recalls as easy as possible, we recommend associating each recall reason to a category. However, you can of course choose to use or not use this feature of Recalls as you wish.

Should you have any questions or concerns about this feature, feel free to contact our friendly Support team who will be happy to assist you. 


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