- Select your browser (preferably Chrome) or click the shortcut from your desktop
- Go to https://proui.klinik.co.uk/
- Login with your NHS email and password created when activating your account
For Support:
Please refer any issues to one of your practice super users in the first instance. If they are unable to resolve your issue then please contact it-support@klinik.co.uk
- What is my user name?
Your user name is your NHS email address. - I have forgotten my password, how can I change it?
You can reset your password anytime from the “Forgot your password?” link on the login page. The link to reset your password will be sent to your email address. Please check the spam/trash folder of your email account in case the link is accidentally there.
If you continue to have issues and cannot reset your password please approach a Super user who will be able to delete your account and re-add it, so that a new link is created where you can set a fresh password.
- Why can't I see any patient cases in my Klinik professional view?
It is possible that your Super user has not activated a unit for you. Please ask your Super user to activate the units in which you work to get the patient cases visible on the list. - Why can my colleague see cases that I can't?
They may have different user access to your own. Your super users grant access to the units that you need to see. Please refer to your super users if you feel there are cases that you should see. - The text message service seems to be down. It says “Sending message…” for a long time now. Why is this?
The text message service provider confirms the messages that have reached the patient. If the message status is “Sending message..” the reason can be one of the following:
A) The phone number is incorrect (has extra numbers, is a land-line number, has the country code multiple times.) NB. This can’t be corrected through the Klinik platform. Please contact the patient via phone and verify the number from the clinical record.
B) The patient’s phone is off. As soon as it is turned on the message will be confirmed. However, if this happens two hours or more after the professional has sent the message, it will not be confirmed as sent as the timeframe for sending an SMS expires after two hours (120 min).
C) There might be other connectivity issues which means that the status of the message can’t be confirmed by the text message service provider within the typical time frame (7- 10 seconds).
You should always ensure that ‘message sent’ appears so that you can be sure the message has reached the patient. - Will the patient know it was me who sent the sms?
The SMS will have an unknown number on it that is linked to your practice, but you can add your practice name or your own name to any message that you send. You can also advise patients that they may receive messages from an unknown number. - How do I know if someone else has already started to handle a case on the list?
The patient’s name turns grey on the list and the blue ball has disappeared (30-60 second delay). In addition, you can see your colleague's name on the bottom of the patient form under the title “Event log” and above the form as “Handler”. - I want to look at a case that my colleague is handling, will this cause a problem? What if I need to process the case now?
If a case is greyed out and ‘in progress’ by another user, you can force taking over the handling if you need to by clicking ‘return’. It will then tell you who the user is and you can choose ‘return’ again which will turn the text blue and you can then mark the case ‘in progress’ yourself. - The Professional view is not updating or reloading the page, what should I do?
Try to open the professional interface with another browser or close and reopen your browser/tab a few times. You can also try to log out and back in a couple of times. If this does not help, please contact your Super user. - I get a ‘something went wrong’ message when I click the Connect button, why?
It is good practice to log out and back into Connect after logging into ProUI and using the interface. - The format doesn’t look right, and I cannot see all of the information when I come to close the case. Why is this?
This may be caused by the browser you’re using. There is a known bug affecting Internet Explorer 11. You should always ensure that you access ProUI from a modern web browser such as Chrome, Firefox, etc. - The platform is snoozed and it shouldn’t be, who should I speak to?
If there is a message in ProUI advising that the patient online form is in snooze mode and you feel this is an error you should contact one of the practice Super users.
Tips for using Klinik Access professional interface:
- Always remember that the main view presents ALL the patients from all units that your account has access to. Select the unit(s) you are responsible for to manage from the left dropdown menu.
- If the subject column is not visible go to your browser settings (top right -> click -> select zoom out or zoom in until you’re at 75-90 %). After this the subject column should appear.
- Especially on Mondays, you can switch the view by clicking “Arrived” on the main list to present the patient list starting from the oldest queries (by default it shows the most recent ones). Note that if you don't switch the order the oldest query might be on the third or fourth page or on the bottom of the patient list.
- Note that all patients can be found from the Archive by their name or query subject and returned into progress if necessary.
- Please note that the text written in the redirection comment field can't be erased after entry.
Always start managing a patient by switching the patient case to “In progress”!