Case Study: Hippo Labs x Nightingale Surgery

Nightingale Surgery, like all Primary care practices, face the dual challenge of ensuring patients attend health check-ups while minimising the administrative burden on staff.

Hippo Labs has revolutionised patient recall processes in primary care by creating an intelligent, automated solution to recall patients efficiently and effectively.

This case study explores how Hippo Labs has improved recall rates for essential health check-ups, saving time and boosting efficiency for both patients and practice staff.

The Challenge

Nightingale Surgery faced challenges in managing patient recall processes, including:

• High Administrative Costs: Staff spent countless hours manually organising and managing recalls.

• Low Response Rates: Traditional methods such as letters and phone calls resulted in limited patient engagement.

• Inefficiencies with Existing Tools: Previous systems (i.e. Accurx) did not fully meet the practice's recall needs (manual vs automated coding)

• Missed Opportunities for Preventive Care: Delayed recalls led to late diagnoses and reduced quality of care.

  
  

The Solution

1. Automating Patient Engagement:

• Send multiple personalised messages across multiple channels / Languages (SMS, NHS App, WhatsApp, and email) for health check reminders.

• Enable patients to book appointments directly via an integrated link.

• Significantly reduce manual administrative tasks and improve uptake by nudging patients.

  
  

2. Tracking and Analysing Responses:

• Monitor patient responses and follow up as necessary.

• Identify gaps in recall campaigns for continuous improvement of recall strategies.

  
  

3. Integrating Seamlessly:

• Work alongside existing GP software systems, minimising disruption.

• Integrate with existing electronic health record systems ensuring accurate patient data management.

  
  

Results

Impact on Diabetes campaign

Without Hippo

• Manual recalls using phone calls and letters.

• 20% conversion rate.

• All patients booked manually.

• Some patients booked in via other checks, but many parents needing manual chasing

With Hippo

• Automated recalls with Hippo recaller (offering SMS, email, NHS app and WhatsApp options).

• 53% conversion rate.

• Over 275 patients booked using Hippo Recaller.

• Saved over 6 days of manual admin time.

• Saved over £650 in admin time cost.

Impact on Flu vaccine campaign

Without Hippo

• Manual recalls using phone calls and letters.

• 20% conversion rate.

• All patients booked manually.

• Huge volumes of patients to tackle across multiple cohorts

With Hippo

• Automated recalls with Hippo recaller (offering SMS, email, NHS app and WhatsApp options).

• 50% conversion rate.

• Over 1,300 appointments booked with Hippo Recaller.

• Saved over 38 days (7.5 weeks) manual admin time.

• Saved £4k in admin time cost.

Impact on Child Imms campaign

Without Hippo

• Manual recalls using phone calls and letters.

• 20% conversion rate.

• All patients booked manually.

• Some patients booked in via other checks, but many parents needing manual chasing

With Hippo

• Automated recalls with Hippo recaller (offering SMS, email, NHS app and WhatsApp options).

• 35% conversion rate.

• Over 130 patients booked using Hippo Recaller.

• Saved 5 days (1 week) of manual admin time.

• Saved £500 in admin time cost.

Conclusion

Hippo Labs has demonstrated that intelligent automation of patient recall processes can transform primary care practices by:

• Dramatically reducing administrative burden on healthcare staff

• Significantly improving patient engagement and response rates

• Enhancing preventive care delivery through timely health check-ups

• Providing substantial cost savings for healthcare practices

  
  

The success at Nightingale Surgery showcases how digital innovation can address the dual challenges of ensuring patient engagement while minimizing administrative workload. By embracing Hippo Labs' solution, primary care practices can improve operational efficiency, enhance patient care, and ultimately achieve better health outcomes for their communities.