Klinik Access coming on June 9th

What is Klinik

We’ve have listened to patient and staff feedback, to make sure we offer fair and inclusive access to our appointments based on clinical priority.

We are launching our new system using a “total triage” portal called Klinik. You can submit appointment requests online 24 hours a day, 7 days a week but we will only process them in our working hours. You can also still call us on the phone or attend our surgeries between 8 am and 6 pm Monday to Friday to access our care, not including bank holidays.

Triage is the assignment of degrees of the urgency of illnesses to decide the order of treatment of a large number of patients. Prior to the Covid-19 pandemic, we only triaged some urgent/same-day requests. If your situation was deemed non-urgent/routine, you were given the next available appointment or advised to call back another day.

Using other Online Services and other methods of contacting us

We would ask our patients to still use your current online services to order repeat medication and viewing your online records. This could be via the NHS App or SystmOnline.

If you do not have access to an internet device, you can still phone the surgery or come into one of our open surgeries. The questions you will be asked will be the same as those online. 

How can I make an appointment?

We are aware that recently getting an appointment has often meant a long wait on the phone lines at 8 am for an on the day an appointment or after 10 am for non-urgent issues; this isn’t fair for patients or our call handling staff. We want all patients to have the same opportunity to access our services and be able to prioritise clinical need.

You will be able to use the online form via our website to submit appointment requests for new medical problems or ask for follow up. As the screenshot below shows, you will be able to ask for nursing appointments, fit notes, medical reports, and much more.

Using the online form will be the quickest and most efficient way for you to tell us about a new medical problem. Please be assured that the online form is not the only way to access our care. You can still call us or come to our surgery and our Patient care co-ordinators will guide you through the process.

If you have a new medical problem...

The system will take you through a series of questions. The same questions will be asked by our patient care co-ordinators and reception teams if you are unable to get online. Depending on the nature of your main symptom you will be asked some further questions. This will help us direct your request to the right person and make sure urgent problems are highlighted quickly. If the system deems that your symptoms may be a sign of a medical emergency, you may be directed to contact NHS111, 999 or attend the Emergency Department (A&E)

We will have a triaging GP and triage team reviewing new submissions throughout the day and acting on them as appropriate. This may mean they telephone you for more information, arrange a telephone consultation, send you a text, book a face-to-face consultation or schedule a home visit.

If you want to request a follow-up for a previous medical problem...

Use this option if the medical practitioner you saw previously asked you to get back in touch if your symptoms hadn’t improved or resolved. You will be asked to fill in some details and you may want to include information about why you need follow-up, who your last appointment was with, and how long ago it was.

Will I be able to see a GP?

One of our central aims is to prioritise continuity of care. If you have a long term problem or need routine follow up with a specific clinician, your query will be reviewed by the Klinik Triage Team and actioned according to clinical need.

Another strength of this new approach is that we have oversight of all daily requests for appointments and this will help make sure your appointment is with an appropriately qualified health professional, this may not be a GP.

We are lucky enough to have a broad multi-disciplinary team including: urgent care practitioners, practice nurses, HCAs, advanced nurse practitioners, musculoskeletal practitioners, mental health nurses, social prescribing link workers (see below), advanced care practitioners and clinical pharmacists working at the practice.

Why did we decide to change?

Our population is changing, and with it their needs. The traditional “one size fits all” model of general practice is no longer working. Some patients value continuity of care with a known clinician. Others want quick and easy access to healthcare.

Demands on our clinical team have been significant, increasing and in all honesty unsustainable.  Some of this demand was patient driven, both appropriate and inappropriate, and some of this demand was generated internally through our appointment system and internal pathways.

We are using technology more and more in our everyday lives; video calling to catch up with our families, online banking apps to transfer money to friends and ordering the weekly supermarket shop online. We have shared details of Klinik with our patient participation group (PPG) and have incorporated their feedback during the development of the system.

The Klinik tool brings a digital option for patients to quickly and easily input details about their health problem without the need to be on hold for a long period of time or wait for the surgery to open. We are confident that Klinik will be a better system for patients and staff alike.