Curaeon Help Centre / KB-051
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KB-051Clinical softwareHow-to
Draft. This article is awaiting technical review and may change — if anything here conflicts with advice from our team, follow the team.

Run recalls: book from a recall, and why a recall stays open or comes back

Work the Recalls worklist from due to done — and understand the two cases that puzzle every new front desk: a recall that is still open after the visit, and one that came back.

Before you start

Recalls track patients who are due follow-up — a review, a screening, a repeat test. The practice's standard recalls and their intervals are defined in Settings → Recall programs. The Recalls worklist is where reception works them; raising one happens wherever the need is noticed.

Raise a recall

A recall can be raised from a result review, a care plan, the patient record, or with New recall on the worklist: search the patient, pick a program or type a reason, and set a date.

Work the worklist

  1. Open Recalls. It shows what is due and overdue, with each patient's preferred contact beside their name — SMS, phone call, email or letter, as recorded on their record. Booked and Completed show the pipeline beyond the chase.
  2. Open a recall. The panel shows the preferred channel and whether consent for it is recorded.
  3. Contact the patient. Send reminder queues the practice's recall message: a text, or an email where the practice has ticked email for recalls and the patient has consented to it. The sentence is the one marked Used by Send reminder on the Message wording tab: the built-in sentence unless your practice has chosen one of its own (KB-122 — Set up Settings → Patient messaging: email, SMS and WhatsApp channels, DKIM, the bounce mailbox and message wording). Where the practice sends recalls both ways, the patient's preferred contact method decides which they get. A practice that has arranged WhatsApp with Meta can also send recalls that way, to patients who have consented to WhatsApp (KB-140 — Arrange WhatsApp with Meta: the account, the number and the message templates Curaeon needs before it can send). A phone call or a letter is made by a person and logged with Log contact. Reminder history lists every text and email sent for the recall with its send state.
  4. If the patient asks to be contacted a different way, Set on another channel changes their standing preference on their record, not just for this recall.
  5. Book the visit with Book appointment, straight from the recall.
The Recalls worklist: status tabs from Overdue to Completed, a search by patient or reason, a practitioner filter, and New recall at top right.
The Recalls worklist: status tabs from Overdue to Completed, a search by patient or reason, a practitioner filter, and New recall at top right.

Why booking from the recall matters

Book appointment links the recall to that appointment, and the recall closes itself when the visit is completed — nothing to tick afterwards. That link is the whole mechanism, which explains both puzzles:

The same return happens when a practitioner's day is cleared (KB-039 — Clear a practitioner's day when they call in sick).

Reminders and failed reminders

Recall and appointment reminders go by text unless the practice has chosen otherwise: the What goes out on what grid in Settings → Patient messaging has a row for each, and ticking Email there sends that message by email to patients who have consented to it (KB-122 — Set up Settings → Patient messaging: email, SMS and WhatsApp channels, DKIM, the bounce mailbox and message wording). Messages wait in the queue until the SMS gateway or the mail server sends them (KB-123 — Read the reminder queue in Settings → Messages, and know which messages screen you need). Failed reminders is the front-desk worklist of patients a reminder never reached: correct the mobile number or the email address and retry, or ring them and mark it handled with a note. If nothing is sending at all, check the channel in Settings → Patient messaging first (KB-060 — Patient emails or SMS reminders not arriving: check Settings → Patient messaging).

If that didn't work

A recall whose linked appointment was completed but which stayed open is worth a ticket — give the approximate date and the program, never the patient.

Still stuck? Raise a ticket at support.curaeon.com.au or call 1300 XXX XXX. If your clinic can't see patients right now, call and choose option 1. Support is staffed Monday to Friday, 8:00–18:00 Sydney time; outside those hours a call or text to the same number is answered on a best-effort basis.