Klinik Patient Guide & FAQ

Klinik Overview and Objective

The practice has invested in Klinik which is a completely new way to access the patient’s services and in line with NHS England’s promise to offer better digital access to patients. Klinik for our surgery will be going live in February 2025. You will be able to access the system from the Appointments page of the website which will be updated to include the link.

The practice goal is for as many patients as possible to register for online services. We continue to support patients who are unable to use online services who can telephone our Reception team, who will take the information over the phone and submit the online form for them.

Klinik enables our patients to get in touch with us on any weekday between the times of 06.30am and 4.00pm. It can be accessed via the "make an online appointment" banner on the website homepage. Klinik is not available during weekends or outside of the previously mentioned hours and we will sometimes pause access if we have reached capacity for the clinical staff on a particular day. If you require medical assistance during the time Klinik is unavailable please contact 111. Klinik can be used on a computer, tablet or smartphone.

On the basis of information confidentially provided by the user, Klinik uses artificial intelligence to assign urgency to the query in a safe and consistent way and enquiries are then routed to the appropriate team within the surgery or advise to call 999 where necessary.

Klinik is integrated with the NHS App which enables registered patients to book appointments, request repeat medication and check their medical records for test results. We highly advocate our patients registering for the NHS App to get the best user experience. This can be done easily by completing our online registration form and providing the required identifications.

Please use Klinik if you are able as this will, in time, prevent the longer waits that people have experienced on our phone lines and allow a safer allocation of work. The artificial intelligence within Klinik is very accurate at assessing urgency of cases which is often really hard for our Reception team to do and often involves them trying to make allocation decisions outside their remit as a Receptionist. Using the system is safe, convenient (no waiting on the phone at 8am) and frees Reception up to help our patients who do not have online access or feel too ill to use it.

Klinik Key Tips to enable the best user experience

You do not need a user account to use Klinik and a Klinik request can be submitted on behalf of another person by our Reception team or by a trusted relative, carer or friend.

If you have multiple symptoms please create one Klinik request per symptom as multiple appointments or a longer appointment may be required.

Please use the body map to locate your symptom and be guided through questions such as duration of symptoms, age, gender etc. Answer the questions to the best of your ability to enable the artificial intelligence to work fully. Based on your answers the Artificial Intelligence algorithm may downgrade the severity of your request from urgent to routine.

Please use the buttons ‘previous’ and ‘continue’ located at the bottom of each page if you need to navigate back and forth to correct answers in the forms. Do not use the browser back or forwards buttons or you will lose your answers and have to start again.

If your appointment request is more general and not related to a body part select ‘no specific location’.

Specify times you are not available or if we need to call you on a specific number. Our clinicians will do their best to honour these times during our normal operational hours but this is not guaranteed and depends on clinical need for the day.

Not all requests require you to be seen by a doctor our Reception team will book your appointment with the appropriate clinician which may also be a nurse, HCA, phlebotomist, social prescriber, pharmacist or physiotherapist.

The practice will send you a text message confirming your appointment time. If you do not have a mobile phone please call our Reception team who will advise your appointment date (same day if urgent or after 48 hours if routine).

The practice operates a two call policy. If we are unable to reach you after calling you twice your Klinik request will be cancelled and you will need to create a new request.

What can I request via Klinik

After clicking the "Start Now" button and clicking that you are registered at the practice you will be presented with a number of ’tiles’ that allow you to select the nature of your request.

If you have registered for online services you will be directed to use the NHS App to book certain types of appointments.

The following sections describe the function of each tile and will help you select which tile is appropriate for the nature of your visit including timescales you can usually expect a response by.

Klinik – Making an appointment for a new or ongoing health problem

Our generic tiles on making appointment:

Name of Tile

Tiles Description

Timescale Expectation

New health problem

Please provide details of any new health issues or symptoms.

You can request an appointment, and the Klinik AI will assess the urgency, which will then be reviewed by our clinical team.

If urgent we aim to offer an appointment on the same day of the request if reported by 1pm. For routine or non-urgent health problems we will contact you within 48 hours with details of an appointment time, which we will provide between 7 and 14 days.

Ongoing Health Problem

Please provide details of any long-term or ongoing health conditions that you may have. This includes any medical conditions that require ongoing treatment, regular monitoring, or specialist care. If applicable, please include information on any prescribed medications or treatments you are currently receiving.

If urgent we aim to offer an appointment on the same day of request if reported by 12 noon otherwise we aim to confirm your appointment within 48 hours

Klinik – Medication Related (including prescriptions)

Medication related

Use the Repeat Prescriptions Tile to order repeat prescriptions

Use the Medication Review tiles if you want the GP to review your current medication or if you have been asked to make an appointment.

Use the Medication Queries Tile if you have any queries about existing medication or an item is not on your repeat list

Please list any medications you are currently taking, including prescribed and over-the-counter drugs, with details of dosage, frequency, and the prescribing doctor, if applicable.

We aim to contact you within 3 working days of your request if you use the Klinik System for medication related queries.

Klinik - Home & Care home visits

Home & Care Home Visits

If you are unable to attend the surgery due to illness, mobility issues, or other circumstances, we can arrange for a home visit or a visit to a care home. Please note the surgery will have had to register you as housebound before you can request a home visit. Please speak to us if you are not registered housebound and wish to discuss this. We have a large number of housebound and care home patients and each appointment takes 30-40 minutes of GP time. If we are unable to add you to the current housebound list, we will let you know and you may need to register at another practice.

We will respond based on clinical need, usually within 1 day.

Klinik - Sick / Fit Notes

Sick/Fit notes

If you need a sick note (fit note) for work or school due to illness, please contact the practice. Notes can be issued only when you have already been off work for more than 7 days, following an assessment by a GP. Please allow sufficient time for processing.

Usually provided within 3 days, unless the GP needs to review you in an appointment.

Klinik - Test Results

Test results

Request details of your test requests. Please contact the hospital directly following hospital tests and investigations. For GP tests, please advise date test done and test you are requesting, eg. blood test, urine, stool, scan, x-ray, etc

Please note that it usually takes 5-7 days for test to be sent to the practice and you can expect to be informed of the result within 2 working days from test request. You can also use your NHS App to view test results.

Klinik - Long Term Condition Review

Long Term Condition Review

By invitation only - the GP will have asked you to make an appointment and you can make the request here. This relates to appointments in relation to a number of long term conditions, including cardiovascular and vascular disease (Heart attacks, Ischaemic Heart Disease, Strokes, TIS, PAD), Diabetes, Chronic Kidney Disease, Hypertension and/or respiratory disease (Asthma and COPD).

We aim to contact you within 48 hours to confirm your appointment date.

Klinik - General Enquries / Update your details

General enquiries/update your details

For any general enquiries or if you need to update your personal information, such as address, contact details, or emergency contacts, keeping your details up to date ensures we can provide you with the best care and communication.

Most admin details are updated within 7 days.

Klinik - Cancelling an appointment

Cancelling an appointment

Cancellation: Please advise name, date, time and reason for cancellation and if you would like us to rebook your appointment.

Please cancel as soon as possible so that we can offer your appointment to other patients. If you cancel with less than a days notice, we may need to record a "did not attend" on your record, unless we can offer the appointment to another patient.

Klinik Patient Guide & FAQ

You can access Klinik by clicking here

Further Information