Structured recall delivery for practices and PCNs, funded through the ARRS care coordinator role.
We help practices and PCNs run recall in a more structured, proactive and effective way. Our Managed Recall Support service combines dedicated recall delivery, smarter cohorting, stronger patient communications and ongoing follow-through to improve uptake across key pathways without adding pressure to practice teams.
Funded through the ARRS care coordinator role, the service gives practices and PCNs access to structured recall support without the burden of recruiting, training and managing additional in-house resource. It is designed to help more eligible patients move into the right pathways at the right time, make better use of existing clinic capacity, and reduce the stop-start chasing that often builds up across the year.
Impact you can expect
A stronger recall model helps practices and PCNs improve uptake, reduce operational pressure and make better use of funded pathways and clinic capacity.
- 300 – Outbound patient calls per week at 1.0 WTE
- Increased revenue capture – Supports stronger delivery across QOF, LES and other funded activity
- Better appointment utilisation – Helps fill available slots through paced recall and follow-through
- Reduced pressure on practice teams – Cuts the admin burden of manual chasing and fragmented recall
- Improved visibility of activity – Keeps cohorts, bookings and outstanding patients easier to track
- More consistent recall delivery – Reduces backlog and avoids stop-start campaigns across the year
Areas we support
Our support focuses on the parts of recall delivery that most often affect response, capacity and operational pressure. These areas underpin every managed recall programme we deliver, from support for a single pathway through to broader recall delivery across multiple priorities.
Recall pathway setup and campaign planning
Cohort segmentation, prioritisation and sequencing
Patient communications and recall messaging
SMS invitations, reminders and follow-up
Outbound calling and non-responder management
Booking support and clinic slot utilisation
Campaign tracking, reporting and reprioritisation
Social media and digital communications to support uptake
How we deliver recall improvement
Redmoor’s work is grounded in practical service design, operational delivery and stronger patient communications. That means starting with clear priorities, agreeing how recall activity will work in practice, building and sequencing cohorts around real capacity, shaping communications to improve response, and reviewing performance regularly so campaigns stay controlled and effective over time.
This approach helps practices and PCNs move away from fragmented recall activity and towards a steadier model that is easier to manage, easier to track and more likely to deliver results.
How the service works
Setup and pathway planning
The service begins with a structured setup phase. Priority pathways are agreed, target cohorts are defined, clinic and booking arrangements are reviewed, and practical ways of working are established with the practice or PCN team.
This creates a clear operating model from the outset and ensures recall activity fits around how the service actually works day to day.
Campaign design and rollout
Once priorities are agreed, recall is organised into manageable, better-targeted campaigns. Cohorts are sequenced in line with available capacity, messaging is shaped around the pathway and patient group, and Hippo Recaller is used to support campaign workflow, tracking and visibility.
Fully interoperable with EMIS Web and SystmOne, Hippo Recaller supports a more structured and transparent approach to cohort management and recall delivery.
Outreach, follow-through and review
With the service live, activity is delivered through SMS, outbound calls, non-responder follow-up and booking support. Progress is reviewed regularly, campaigns are adjusted over time, and practices and PCNs are supported to keep recall moving steadily across the year.
The result is a more controlled recall model that helps improve uptake, reduce backlog and avoid bursts of last-minute chasing.
What’s included
- Dedicated specialist recall resource
- Setup of agreed recall pathways and campaign priorities
- Cohort build, segmentation and prioritisation
- Outbound SMS invitations and reminders
- Outbound patient calls and structured non-responder follow-up
- Booking into agreed clinic slots and pathways
- Monthly review, reporting and reprioritisation
- Use of Hippo Recaller to support workflow, cohort management and campaign tracking
Stronger patient communications
The success of recall depends heavily on how patients receive and interpret an invitation. That is why stronger communications are built into the service from the outset rather than added on later.
SMS content is shaped around the pathway, the audience and the likely barriers to response, rather than relying on generic templates. Social media can be used to support campaign awareness, promote activity such as vaccinations, annual reviews and NHS Health Checks, and help warm patients up before direct contact begins. Short explainer videos can also be included within SMS journeys where appropriate, helping invitations feel clearer, more trusted and more relevant.
This stronger communications layer helps improve response from the outset and supports better follow-through across the full campaign.
Why Redmoor?
Recall performance is shaped by more than patient lists alone. It depends on how pathways are set up, how patients are contacted, how activity works alongside practice teams, and how campaigns are reviewed and refined over time. Redmoor brings together two strengths that make a real difference: digital transformation expertise and specialist patient communications.
- Stronger cohort identification and prioritisation
- Clearer, more effective patient messaging
- Practical setup with practice and PCN teams to establish clear ways of working
- Managed social media support to reinforce campaign messages
- Personalised video content within SMS journeys where appropriate
- Ongoing review and optimisation rather than one-off campaign pushes
Funding and availability
The service is funded through the ARRS care coordinator role and is available in flexible WTE options to match local need.
A 1.0 WTE service includes up to 300 outbound patient calls per week, with lower WTE options scaling activity accordingly.
This gives practices and PCNs flexibility to match support to local priorities, pathway demand and patient volumes.
Proof it works
Redmoor’s Lancashire NHS Health Check pilot demonstrated the impact of combining smarter targeting, clearer communications and stronger follow-through across four GP practices.
The programme delivered a 156% increase in completed NHS Health Checks and a 174% increase in patients identified with new or previously unrecognised risk, with all results achieved within existing appointment capacity.
The model combined paced cohorts, redesigned SMS invitations, practice-branded social reinforcement and short explainer videos, helping improve patient response and keep campaigns moving more effectively across the year.
Start with a conversation
Whether you need support for a single recall pathway or a broader managed recall model across multiple priorities, we can help design an approach that works for your practice or PCN.
