Introduction

The Primary Care IT lesson on implementation of OneRecall contains more detailed stepped instructions

Identifying Non-Responders

OneRecall provides structured searches to track non-responding patients:

1. Run OR-201 (Invitation #1 Past 3 Months) – Identifies patients who received an initial recall invitation but have not responded.

2. View and export results to assess the volume of non-responders.

3. Segment the list based on:

   • Patients with mobile numbers (SMS reminder option)

   • Patients without mobile numbers (letter or phone call required)

   • High-risk patients needing urgent follow-up

Sending Follow-Up Recall Communications

Second Invitation (2–3 Weeks After First Recall)

1. For patients with mobile numbers:

   • Use OR-201a (Has Mobile Number) to generate a second SMS recall.

   • Example SMS:
     "Reminder: You are due for your [Condition/Review Name] check-up. Please book an appointment at [Practice Booking Link] or call us at [Practice Number]. Thank you, [Practice Name]."

   • Update records with QOF recall coding (Concept ID: 1109921000000106).

2. For patients without mobile numbers:

   • Use OR-201b to generate follow-up letters using the mail merge function in EMIS.

   • Ensure letters contain a clear call to action and practice contact details.

Third Invitation (4–6 Weeks After Second Recall)

• Run OR-301 (2+ Invitations Past 12 Months) to identify persistent non-responders.

• Consider phone call reminders for patients who have not responded to written communication.

• Record the outcome of phone calls in EMIS and ensure recall coding is updated.

Escalation and Exception Reporting

If patients fail to respond after three recall attempts, practices must decide on further action:

• High-risk patients (e.g., severe COPD, uncontrolled diabetes):

  • Discuss with the clinical team whether further outreach is required.

  • Flag patients for opportunistic review during future appointments.

• Exception Reporting for QOF Compliance:

  • If a patient has received two or more documented invitations and has not responded, this will remove them from eligibility for the vast majority of QOF indicators

Best Practices for Managing Non-Responders

• Use multiple communication methods (SMS, letters, phone calls) to increase engagement.

• Prioritise high-risk patients for additional outreach.

• Leverage opportunistic encounters (e.g., routine appointments, prescription renewals) to discuss recall needs.

• Ensure accurate coding to track patient recall history and compliance.

Next Steps

After managing non-responders, the next stage is handling exception reporting and ensuring compliance with QOF requirements. The next article will focus on coding and exception reporting for recalls, including best practices for documentation and QOF compliance.