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:

Alternatively our step by step guide is below:

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


From here, you will see a 'Categories' tab next to the 'SMS' and 'Letter' tabs. Click on the 'Categories' tab to access the 'Categories' feature.


The first step is to add a category. To do this, click on the green 'Add Category' button at the top right of the page. This will bring up a menu where you can fill in the category name.


You may wish to do this after you've added the recall reasons to help you decide what best to name it, so feel free to skip the naming step until later. For this example, I'm going to make a 'Blood Test Results' category.


Note that you are able to edit the name of a category at any time by clicking on its name or on the pencil icon next to its name. 

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. Alternatively, you can simply scroll through the list to view all of the options.


Here's the final outcome:


You will find that each recall reason will be removed from the drop down list as you add them to a category. This is to make it easier to search through the list of reasons to find the relevant ones, as well as to avoid duplicate additions. Note that each recall reason can only be linked to ONE recall category.

The next step is to choose the SMS template and letter template you wish to associate with this recall category.


Here is the final result for this example:


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' reason, the 'Results' template would automatically be chosen. This helps to save time and improve the relevance of the recall message when sending many recalls with a variety of reasons at one time.

Once you're finished setting up your recall category or categories, be sure to click the blue 'Save changes' button 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.


To remove a recall reason from a category, simply click on the 'x' within the blue box for that reason.


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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