Face Coverings on site

In response to changing government guidelines, Marlow Medical Group have decided to keep Covid-19 precautions in place in line with NHS England advice. Please continue to wear face coverings, sanitise hands and respect social distancing measures so we can protect our community, most vulnerable patients and staff. Providing a safe surgery is essential. Covid cases

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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 at any time convenient to them and can be accessed via the ‘Contact us online 24/7’ banner on the Marlow Doctors website homepage. 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 Patient Access 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 Patient Access 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 Here 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 Patient Access to book certain types of appointments. When to use Patient Access is directed when clicking on a Klinik tile and is highlighted in the Patient Access column.

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.

The vast majority of consultations are being done by telephone. Unfortunately we cannot specify an exact time for your consultation but we will endeavour not to call you during times you have specified you are not available within our practice operational hours.

Face to face appointments can only be arranged if clinically necessary after telephone triage with a clinician in accordance with NHS England guidance. This is to minimise the risk of transmission of the virus.

Current Guidance from NHS England is that we will continue to operate in this way until the vaccination programme has been fully completed and lockdown restrictions have ended.

Klinik – General Appointment Tiles
Name of TileTiles DescriptionTimescale ExpectationPatient Access
Urgent Appointment RequestsRequest an urgent appointmentWe aim to offer a appointment on the same day of request if reported by 6pmNo
Routine Appointment RequestsRequest a routine appointmentWe aim to contact you within 48 hours of request to advise your appointment dateNo
Follow up Appointment RequestsClinician has asked you to make a follow up appointment or provide info after your appointment. Please specific the GP when submittingFollow up appointment as per routine appointment. Responses to info submitted up to 5 working daysNo
Home VisitsOnly for patients who are bedbound, terminally or severely ill who cannot be mobilisedWe aim to contact you within 48 hours of request to advise your appointment dateNo
Cancelling an appointmentPlease advise name, date, time, reason for cancellation and if you would like us to rebook your appointmentDate we receive your cancellation request we can offer your appointment to other patientsYes, if requested in Patient Access
Klinik – Medical Requests/Queries Tiles

Name of TileTile DescriptionTimescale ExpectationPatient Access
Practice Pharmacy Appointments
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 concernsWe aim to contact you within 3 working days of requestYes, if registered
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
Repeat Prescriptions Appointments
Request a one of medicationPrescription request via KlinikUp to 3 working days via Patient Access
Up to 5 working days via webform
Yes, if registered
I want to request my monthly/bimonthly medicationPrescription request via KlinikUp to 3 working days via Patient Access
Up to 5 working days via webform
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 – Nursing/HCA Appointment Tiles
Name of TileTile DescriptionTimescale ExpectationPatient Access
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 ExpectationPatient Access
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
Klinik – Family Planning/Contraception Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationPatient Access
Repeat prescription for Contraceptive pillRepeat Prescription RequestUp to 3 working days via PatientAccess
Up to 5 working days via webform
Yes if registered
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
Sexual Screeningwww.sexualhealthbucks.nhs.uk
Klinik – Referrals/Insurance Appointment Tiles

Name of TileTile DescriptionTimescale ExpectationPatient Access
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 ExpectationPatient Access
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
Sick/fit noteYou require a sick note if sick for more than 7 daysUp to 5 working days from requestNo
Submit InformationThis service is for non-urgent information updates that you wish to send to a clinicianUp to 5 working days from requestNo
I might have COVID-19Answer self-guided questionsFollow risk guidance, eg. 999, 111, self isolation
Self care and social prescribing queryRequest information on non-medical care and support services near youUp to 7 working days from requestNo
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 simple webform on Klinik:

Request your prescription at the surgery by either filling out one of the request forms available or by putting your repeat slip in the post box in reception or by writing to us. We regret that no medication requests can be taken over the phone

Test results: Please call our Reception team and they will provide a copy of your test results

Who to contact to resolve Support Issues

If you are not sure how to use Klinik or are having issues using it.

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