How to see the patient's recalls
Patient recalls in HealthTrack are managed through Patient Connect. The Patient Connect: Manage screen shows all recall programs assigned to a patient, including their status, next recall date, and action history.
Open the Patient Connect: Manage screen
- Open the patient record and go to the Demographic tab.
- In the Actions panel on the right, click Patient Connect.
- The Patient Connect: Manage screen opens, showing the patient's active recall and program enrolments.
View recall details
The left panel lists the patient's active programs with their Action Date and Reason (program name). Select a program to view its details on the right.
To include completed or deleted programs, select the Include Completed and Deleted checkbox.
Details tab fields
The Details tab displays the selected recall program's configuration and next steps. The Details tab on the right shows the following information for the selected recall:
| Field | Description |
|---|---|
| Recall | Name of the recall program. |
| Status | Current status of the enrolment. See the Recall statuses section below. |
| Attending MO | The doctor assigned to this recall. |
| Location | The location for the recall booking. |
| Frequency | How often the recall cycle repeats (e.g. 6 Months). |
| Enrolment Date | The date the patient was added to the program. |
| Reference Date | The date the recall's step timing is based on (the enrolment date plus one frequency for recall programs). |
| Cycle / Of | The current cycle number out of the total configured. |
| Steps in Cycle | Lists each action step, with its Action Date and description. |
A recall's due point is one frequency after the date the patient was enrolled. Enrol a patient on a 12-month recall today and the recall falls due in 12 months, with each step (letter, SMS, email) sent at its configured offset around that date. If a recall date looks wrong by exactly one frequency, this date rule is usually the reason.
Recall statuses
An enrolment can show one of the following statuses:
| Status | Meaning |
|---|---|
| Active | Normal. Recall actions are sent automatically when they fall due. |
| Error | The last action could not be completed, usually because the patient is missing a detail the step needs, such as a valid mobile number, email address, postal address or GP. Fix the missing detail and the enrolment returns to Active after the next successful action. |
| Completed | All cycles of the program have finished. |
| Deleted | The enrolment was removed from the register. |
View recall history
The History tab displays past actions, including the date, description, and which user triggered them.
- Select the recall program in the left panel.
- Click the History tab.
- The history shows all automated actions taken for the program.
The History tab is the best first stop when a patient says they never received a recall. It shows exactly what was sent, when, and any actions that could not be completed.
If recalls have stopped going out
If a patient (or the whole practice) has stopped receiving recalls, check the following in order:
- Open Patient Connect: Manage for the patient and check the enrolment's Status. An Error status usually means a missing mobile number, email address, postal address or GP. Update the patient's details and the recall resumes at the next due action.
- Check the History tab for failed or missing actions around the expected date.
- Check whether a booking answered the recall. If the program is set to treat a booking as completing the cycle, making a booking moves the recall on to its next cycle without sending further messages for the current one.
- Check for duplicate enrolments in the left panel. A patient can be enrolled in the same program twice, for example once manually and once automatically from a booking type. This can also cause the opposite symptom, where a patient is recalled twice.
- If the program uses letters, some letter steps are only produced when staff run the letter run from the practice-wide Patient Connect Actions screen. A program can look active while its letters wait for the next run.
- If none of the above explains it, the program itself may be disabled, or the overdue actions may have passed the catch-up window (see below).
The catch-up window for overdue recalls
Overdue recall actions are only sent for a limited time past their due date. By default this window is 28 days, and stretches slightly the further a patient is into their recall cycle. An action that ages past the window is not sent at all, and no warning appears on screen. The only trace is the gap in the enrolment's History tab.
If recalls were interrupted for longer than the catch-up window, for example a program was switched off for a couple of months, the missed recalls are not queued up waiting. They will never send. Affected patients need to be identified and contacted separately. Contact HealthTrack support if you think this has happened, and we can help confirm the cause and the affected date range.
To quickly check all recalls across the practice (not just one patient), go to Practice Wide > Patient Connect. This opens the practice-wide Patient Connect: Actions screen, where you can filter by program, doctor, and date range if needed.