https://club.hcqc.co.uk/c/self-audits/edit-lesson/sections/517639/lessons/2399649
In general practice, one of the most effective ways to improve population health and reduce avoidable harm is by making sure that patients are being called and recalled at the right time — and in the right way.
Whether it’s for long-term condition reviews, vaccinations, cervical smears, or blood tests, an effective call and recall system is a cornerstone of safe, proactive care. But even in the most organised practices, patients can slip through the cracks due to coding issues, missed communications, or unclear responsibilities.
This audit helps your team step back and ask:
- Are we consistently reaching the right people?
- Are we using inclusive, accessible methods of contact?
- Are we learning and improving when things don’t go to plan?
What the CQC Is Looking For
The Care Quality Commission’s Assessment Framework is clear — practices should not only be identifying patients in need of care, but actively monitoring, engaging, and adapting how they reach people.
This audit is aligned to four key ‘We Statements’:
- Monitoring and improving outcomes (Effective)
- Equity in access (Responsive)
- Safe systems, pathways and transitions (Safe)
- Governance, management and sustainability (Well-led)
It offers a practical, team-based way to demonstrate that your practice is taking ownership of patient safety, continuity of care, and health equity.
From Assumptions to Assurance
Many teams assume their recall systems are working — but haven’t reviewed them in full. This audit helps you move from assumption to assurance, by checking:
- Are we tracking non-responders and following up?
- Is everyone clear on their role in the process?
- Are we adjusting to patient needs and gaps in access?
Even small improvements — like refreshing your SMS template or tightening coding searches — can make a big difference.
The Outcome
By completing this audit, you’ll:
- Gain clarity on where your recall systems are strong
- Spot gaps or inconsistencies in coding, contact or follow-up
- Strengthen your evidence for inspections
- Put safer, more equitable care in reach for all your patients
It’s a simple but powerful way to show that your team is committed to getting it right — not just for QOF, but for people.
