Make, change or cancel an appointment with our online Klinik services.

Klinik Patient Guide & FAQ

Including overview and objective, what requests can you do in Klinik and which tile you should use to submit them, when to use Klinik vs Patient Access, key tips and how to get support.

Klinik Overview and Objective

The practice goal is for as many patients as possible to register for online service but it is not mandatory and we continue to support patients who are digitally unable to use online services who can continue to telephone our Reception team or use simplified webforms.

After hearing understandable complaints from our patients about excessive delays in reaching us by telephone the practice 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 enables our patients to get in touch with us on any weekday between the times of 7:00am and 18:00pm. It can be accessed via the Make, Change or Cancel an Appointment banner on the Marlow Doctors website homepage. Our Klinik is not available on weekends or outside of the previously mentioned hours. If you require medical assistance during the time Klinik is unavailable please contact Out of Hours on 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 long 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.

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.

Many patients advise they are not clear which Klinik ’tile’ to select. 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 expect a response by.

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 of 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.

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, 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 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.

Changes in Operations Due to the COVID Pandemic

The practice has had to make changes in the way we offer our services in response to the pandemic to ensure the safety of both patients and staff at all times but our offer of access to Primary Care has not changed

Please do not come to the surgery if you have any Covid symptoms

Please continue to wear a mask

Face to face appointments can now be requested

Telephone appointments may be offered where there is no physical need to be seen e.g. medication reviews. We will endeavour not to call you during times you have specified you are not available in your Klinik request within our practice operational hours

Klinik – General Appointment Tiles
Name of TileTiles DescriptionTimescale ExpectationNHS App
Appointment RequestRequest an appointment. The Klinik artificial intelligence will determine the urgencyIf urgent we aim to offer an appointment on the same day of request if reported by 6pm otherwise we aim to confirm your appointment within 48 hoursNo
Follow up AppointmentClinician has asked yo to make a follow up appointment.
NHS 111 has advised you to contact your GP ASAP.
Please specify the GP when submitting.
Follow up appointment as per urgency of requestNo
Cancel Appointment/Request Sick Note/Submit InformationHome visits: only for patients who are bedbound, perminally or severely ill who cannot be mobilised.
Clinician has asked you to provide info after your appointment.
Cancellation: Please advise name, date, time and reason for cancellation and if you would like us to rebook your appointment.
We aim to contact you within 48 hours of request to advise your appointment date.
Responses to fit note/info submitted up to 5 working days.
Cancellation: Date we receive your cancellation request so we can offer your appointment to other patients.
Cancel Appointment: Yes if requested in PatientAccess
Klinik – Nursing/HCA Appointment Tiles
Name of TileTile DescriptionTimescale ExpectationNHS App
Children’s Immunisations8, 12, 16 week, 1 year, preschool booster, fluUp to 72 hours from request to advising your appointment dateNo
ImmunisationsBy invitations only: Shingles, Pneumonia, MeningitisUp to 72 hours from request to advising your appointment dateNo
Injections B12, Prostap, Depo Provera, Denosumab Klinik form onlyUp to 72 hours from request to advising your appointment dateYes if registered, B12, Prostap, Depovera
Health ChecksAdults 40-74 without pre-existing conditionsUp to 72 hours from request to advising your appointment dateYes if registered
Blood PressureBlood pressure check/measurementUp to 72 hours from request to advising your appointment dateYes if registered
Blood TestsClinician must make request prior to booking being madeUp to 72 hours from request to advising your appointment dateYes if registered
Ear Wax CheckHCA check after 2 weeks of symptoms post guidanceUp to 72 hours from request to advising your appointment dateNo
Suture/clip removalSuture/clip removalUp to 72 hours from request to advising your appointment dateYes if registered
Whooping cough/pregnancyWhooping cough vaccine when pregnant (16 weeks onwards)Up to 72 hours from request to advising your appointment dateYes if registered
Wound care/DopplersWound care/dopplersUp to 72 hours from request to advising your appointment dateNo
NHS travel vaccinesFree NHS vaccines only (Diphtheria/tetanus/polio jab, typhoid, hepatitis A & cholera)Up to 72 hours from request to advising your appointment dateYes if registered
Flu vaccinationsFree seasonal flu by invitation onlyAs per large Clinic date(s)Yes if registered
Smears By invitation onlyUp to 72 hours from request to advising your appointment dateYes if registered
Klinik – Women’s Health Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationNHS App
Routine Women’s Health AppointmentMenopause, HRT, periods, bleeding, vaginal discharge, itching/soreness of vulva, pelvic pain, urinary incontinence, recurrent urine infections, pre-menstrual tension/PMS, pain during sec, sexual health screeningWe aim to contact you within 48 hours of request to advise your appointment dateNo
Follow up Women’s Health AppointmentClinician has asked you to make a follow up appointment or provide info after your appointment. Please specify the GP when submittingFollow up appointment as per routine appointment. Responses to info submitted up to 5 working daysNo
SmearsBy invitation onlyUp to 72 hours from request to advise your appointment dateYes if registered
Klinik – Medication Requests/Queries Tiles

Name of TileTile DescriptionTimescale ExpectationNHS App
I have a medication related query or issueAdvice on medications, side-effects, over the counter medications. Planned mental health, depression, blood pressure and chronic disease reviews.
Tip: Your local pharmacy can also be contacted for side-effects and minor health concerns
Queries regarding your prescription request or hospital medication on discharge
We aim to contact you within 3 working days of request




We aim to contact you within 48 hours of request
Yes, if registered






No
I have been asked to book a medication reviewYou have been requested to book a medication review.
Mental health medication reviews may also be booked with a GP using the routine appointment tile.
We aim to contact you within 48 hours or request to advise your appointment dateYes, if registered
Request a one off medicationPrescription request via Klinik
Select Box Medication
Request/Queries/Request a one off medication
Up to 5 working days via NHS App
Up to 5 working days via Klinik
Yes, if registered
I want to request my monthly/bimonthly medicationPrescription request via Klinik
Select Box Medication
Requests/Queries/I want to request my monthly/bimonthly medication
Up to 5 working days via NHS App
Up to 5 working days via Klinik
Yes, if registered
My medication runs out at different times and I would like to synchroniseSave time and order all your repeat medication together. We synchronize your meds and you can order every 2 months
Medications Syncing Service
Up to 5 working daysNo
Klinik – Family Planning/Contraception Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationNHS App
Family Planning/Contraception
Family Planning/ContraceptionStart pill, pill problems, contraceptive options, coil fitting, removal, exchange, check or problems, arm implant fitting, removal, exchange or problems, Depo injectionsWe aim to contact you within 48 hours of request to advise your appointment dateNo
Klinik – Referrals/Insurance Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationNHS App
Referrals/Insurance
Referrals/SecretariesFor NHS referrals you will be sent details of how and where to book your appointment.
Private referrals : please state which hospital and consultant you would like to be referred to
Up to 10 working daysNo
Insurance and other reports/private letters£35 feeUp to 15 working daysNo
Klinik – Other Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationNHS App
Other Tiles
Test ResultsRequest details of your test requests. Please contact the hospital directly following hospital tests and investigations. Advise date test done and test you are requesting, eg. blood test, urine, stool, scan, x-ray, etc5-7 days for test to be sent to the practice
2 working days from test request
Yes if registered enables you to review your own test results
Self care and social prescribing queryRequest information on non-medical care and support services near youUp to 7 working days from requestNo
Long Term Condition ReviewBy invitation only.
Cardiovascular and vascular disease (Heart attacks, Ischaemic Heart Disease, Strokes, TIS, PAD), Diabetes, Chronic Kidney Disease, Hypertension and/or respiratory disease (Asthma and COPD) only.
We aim to contact you within 48 hours of request to advise you of your appointment dateYes, if registered
I am unable to use online services

Book appointments: Please call our Reception team and they will do this for you on your behalf

Order Repeat or Acute (non-repeat) Prescriptions using our Klinik form:

Select tile Medication Requests/Queries/Request then tile Request a one of medication or I want to request my monthly/bimonthly medication

Patients who are unable to use online services can now grant Proxy Access to a trusted person to order medications on their behalf. Please follow the link below and follow the instructions for Proxy Access. This is particularly helpful for elderly patients or patients who are unable to use online services.

If none of the above methods are suitable please ask your pharmacy to request your medications on your behalf. Please allow 5 working days for this.

Please note practice staff cannot take medication requests over the phone.

Test results: Please telephone the surgery and select option 3 during the initial message. Leave a message on our test results line and our Test Results administrator will send you a copy of your results once they have been reviewed by a clinician.

Who to contact to resolve Support Issues

If you are not sure how to use Klinik or are having issues with online services

Please let us know the details of your issue and we will contact you with advice or how best to resolve your issue.

Our friendly digital services team are located in the Reception area of the Marlow Surgery during the morning and afternoon clinics