KLINIK Survey

Many thanks if you took part in the recent survey about Klinik.  We received lots of really useful feedback and suggestions.  One of the main results was it’s clear that many patients haven’t heard of Klinik, what it’s for, or how to use it.

We cover below, some of the main issues raised in the survey, and other comments and observations have been passed on to the developers, as important patient feedback to help them shape Klinik to be more intuitive and even more effective.

What is Klinik?

Klinik is a new software platform which is bringing improvements to both how patients can access care and the way staff can then assess your needs and find the most appropriate clinician or service for you.

When you submit a Klinik request, it goes through an algorithm and to a clinician, to assess your clinical needs.  Once this has happened the surgery can contact you to organise for your care requirements.  This helps you receive the right care and helps the practice to ensure they use their resources in the best possible way.

When patients telephone or come into reception, their requests will be entered on the same system, providing a consistency of approach, to ensure that each patient is directed to the right care, in the right place, at the right time.

Is Klinik the only way to contact the practice?

Absolutely not. You can still ‘phone or come into one of the surgeries to ask for advice or help.  We appreciate Klinik may not be for everyone, but if you have computer access it is relatively simple to use and by doing so you help yourself and others.  

Every Klinik submission means one fewer person telephoning, which makes access easier for those who don’t have computers or choose not to use Klinik.  Since its launch, telephone calls to the practice have reduced considerably.

Comments from the survey include. “Fast response to urgent needs and generally efficient and accurate triage. As a family we are incredibly impressed.”   

“I think it’s a great system, I hear back the same day and am happy with the outcome each time.”  

“It was brilliant! Each time I have used Klinik the response from the Surgery has been very fast and very efficient”.  

How do I access Klinik?

It’s on the front page of the website – www.blackmorevalesurgery.co.uk  simply click on there and start to answer the questions.                 

There is no need to register, or download an app.  It isn’t linked to the practice’s SystmOne Online, which is used to view your patient records, order medication etc.  To use this, you need to ask the surgery once, for your login details.  For Klinik, just go to the website.

Can I access Klinik on my mobile/smartphone?

Yes you can use Klinik on your mobile phone, just go to the practice’s website and click on the Klinik link.

Why can’t I book and appointment or blood test etc., through Klinik?

The practice is working on the ability for you to directly book a blood test, smear test, etc and it’s hoped to be able to start doing this in the near future.  This will allow you to submit a Klinik request and you will be sent a link for you to directly book the appropriate appointment.  Hopefully this will streamline the process for you and the surgery.

I’ve found it difficult ordering repeat medication on Klinik?

It is easier to order your repeat medication using SystmOne Online than Klinik, as it will show you the medication you are on and what you can order.  

Klinik isn’t linked to your clinical record directly and therefore you would need to remember and spell out all the medications that you require.

If you are on a batch, you do not need to request this medication as it is usual for 12 monthly scripts to be sent automatically to your chosen pharmacy.  

The pharmacy can then draw the scripts down and issue the medication against this.  There may be a few medications for which it isn’t possible to provide 12 monthly scripts and these are generally those which require more frequent monitoring, such as Methotrexate.

Why isn’t Klinik available 24/7?

The Surgery is contracted to provide a service between 8:00 and 18:30 Monday to Friday.  Klinik is available from approximately 7:00 until 20.00 on these days. 

Why is it spelt Klinik?

Klinik is a registered trademark of the developers.  To call it Clinic would be really confusing for people as this word is very widely used in the NHS.