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Terrible New Klinik system

Story from nhs.uk

"Terrible New Klinik system "

About: Bradley Stoke Surgery

THe new system of trying to book an appointment or any other services is long,wordy and difficult to understand.When I asked for help filling in the form the coordinator was extremely rude and sounded at the end of her tether although it was only 10 am .When I pointed this out she did change her attitude and was helpful after much feedback from me .The doctor I spoke to eventually was professional and helpful and asked me to book a blood test.Again the system needs to be used so I had to ring and ask for help and then submit another Klinik request and wait to be called back with an appointment.I got one in over 2 weeks time.I spent 45 mins waiting on the phone to get through for a system that doesn't do what patients need it to and was told no we don't help filling in the form by 2 patient co ordinators.Having a caring,supportive attitude to sick people must be a priority and ot making them feel worse is the job of the coordinators.I hope they will all consider the detrimental effect that making patients feel stupid for not wanting to use an online triage system and who just want to see a doctor has on them.

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Responses

Response from Bradley Stoke Surgery 2 years ago
Bradley Stoke Surgery

Submitted on 11/04/2023 at 11:00
Published on nhs.uk on 13/04/2023 at 08:58

Dear Anonymous,

Thank you for your feedback and comments about our new Klinik system and apologies if you have found it difficult to use. I would ask you to persevere with the system as it is new to both patients and staff. However, many patients have reacted positively as they do not have to wait on the telephone (which was frequently blocked by sheer call volume) to book an appointment or to seek advice. Klinik forms are designed to obtain as much information from the patient as possible so that the Clinical Team can take the appropriate action for your care. The Klinik system is in use by over 300 practices throughout the UK, so it is not a new system. We have regular contact with the company so that improvements to the system can be made.

I am very disappointed to hear the patient co-ordinator was 'extremely rude' to you and would ask you to contact me direct so that I can listen to the call and to take appropriate action with the member of staff. The policy is for the patient co-ordinators to ask and encourage patients to complete a Klinik form online rather than by phone. Using the phone prevents those patients without access to the internet or a Smart phone to ask for patient co-ordinator assistance, which they are glad to do.

I hope you find my explanations above clear and I look forward to hearing from you so that I can investigate your comments about patient co-ordinators being extremely rude to you.

Regards

Carl West

Business Manager

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