Account Management Support

1. What support will I receive after my practice goes live with Klinik?
   Your designated account manager will be available to assist on your go-live date and continue to provide support throughout your contract with Klinik, including cyclical reviews, and advice and guidance on future developments. 
   
2. Will I be told if there is a known issue with Klinik?
   

   Klinik will issue an email to all UK users if there is a known issue with Klinik, which will include a summary of the issue, proposed actions and an estimated timeline for resolution. 

3. What happens if I want to make changes post go live?
   If you would like to make changes to your platform you should contact your Customer Success Representative who will advise you further.
   
4. What can be changed, after we have gone live?
   It is possible to change patient messaging in the online pathway, tile names and text and links behind short tile names. You can also make changes to teams/units. (see questions below)
   
5. Can I delete a team/unit after the platform has gone live?
   

   Once patient enquiries have been processed through a created team/unit we cannot delete this as this will also delete any patient data that has been managed within that team/unit. We can arrange to ‘deactivate’ the team/unit instead. 

6. What do I need to do if Klinik has deactivated a team/unit?
   You should remove all standard users access to rights to the deactivated team/unit but retain Super users access so that archived patient data can still be accessed if required. 
   
7. How long will it take to make my requested changes?
   

   Depending upon the complexity of the changes and workloads of the CS team, most changes can be made fairly quickly, but your CS representative will agree a timeline with you. If changes are needed to teams/units they take up to 1 week as they have to be actioned by our technical team. 

8. How are new developments communicated?
   

   At Klinik we are constantly looking at new features to improve our product. We welcome feedback and input from our clients during the development phase of those features. When new features have been selected for development by our technical team we will issue a communication about the new feature. For larger projects we will provide invitations to demonstration and feedback sessions, create videos in advance of the release of the feature and also ensure user instructions are available within the knowledge base.

   Small minor changes to ProUI are communicated through the ‘changelog’ in ProUI. 

9. How do I report any development suggestions to Klinik and what happens to them?
   

   After you have used Klinik for a period of time you may identify features which you feel would assist you and your teams to better manage patient enquiries. You can report any suggestions to one of the UK Customer Success team. This will be added to the UK development pipeline for further discussion internally regarding the feasibility of development. Not all requests will be taken forward for development. 

10. How do I find out what is Klinik’s development pipeline?
    

    The Customer Success Team will issue a communication to users once a feature has been taken forward for development. We will also provide updates about the development pipeline during our review meetings with your practice. 

11. How do I access any comments that patients have made about Klinik?
    

    Patient ratings of their experience of using Klinik Access online can be found in the practice dashboard. Any comments patients choose to add about their rating are stored centrally by Klinik and can be requested from the UK Customer Success Team. 

12. How does the AI work/logic behind it?
    The current core algorithm is a Bayesian probability based inference model that uses likelihood ratios for correlations between symptoms, red flags and other clinical variables and conditions, from which it can calculate outcomes, such as a list of probable conditions and an estimated urgency. By gathering feedback data e.g., from users closing cases, we can continuously measure system performance and effectively improve on it, still keeping our internally trained medical experts in the loop.