How to use Klinik Connect

How to use Klinik Connect - telephone triage tool

Learn how to use Connect:

Log in to https://proui.klinik.co.uk/
Select Connect from the top bar (note if you have already been working in ProUI then you should log out and back in then select Connect) Failure to do so may result in an error message.

Figure 1 shows the Connect button from the upper green bar of the interface
Select whether the patient is calling the practice ‘Phone call’ or presenting at the ‘Front desk'

Figure 2 shows the Phone call/Front desk button to be selected as appropriate
A clinical or administrative enquiry is selected and the patient is guided through the process by the professional user. This can be on the phone or by supporting the patient to use Connect themselves if screens are placed in the practice waiting areas.

Figure 3 shows the tile selection format on Connect

If a clinical enquiry has been selected, the area of the body where the patient is reporting an issue should be selected. (choose ‘no specific location’ if the patient has an issue affecting their whole body or a psychological issue.)

Figure 4 shows the body map for the area of the body causing concern to be selected

The patients ‘primary symptoms’, ‘general symptoms’ and ‘symptoms in a different location’ are recorded on the first symptom cloud page.

Figure 5 shows the primary question and general symptoms which will appear based on the initial area of the body selected.

Then the professional user should check for any acute symptoms by asking:

A)‘Do you have any of the following symptoms’ against the presented symptoms

Figure 6 shows the ‘Do you have any of the following symptoms’ page.

B) The situations below may suggest a more urgent care need. Do any describe your current state? again against the presented symptoms.

Figure 7 shows the potential urgent care need, red flag symptoms, which should be selected where appropriate.

Where appropriate ‘none of these’ should be selected.
You then take details from the patient about previous treatment and medication.

Figure 8 shows the questions that should be asked, if the patient answered positively, an explanation should be provided in the free type text box.
The medical engine, then makes the urgency detection, and condition recognition, based on the information given and at the end of the process, the professional user will see a summary of the information taken from the patient and the user then has two options:

Figure 9 shows the summary of all of the information entered within the form.
A.) The form can be moved to another unit by pressing ’Redirect to Unit ’if applicable. Note your practice super users will have defined clear processes for the management of clinical and administrative enquiries. The professional user is also able to write a comment as to why the enquiry has been sent to that unit.

Figure 10 shows where the user will select the unit to direct an enquiry into, provide a redirection comment if appropriate, and flag a user as vulnerable if necessary.

By clicking ‘Submit’ will move the enquiry into the selected unit. It will then appear as a new enquiry in ProUI indicated by a blue arrow.

B.) Deal with the patient’s case immediately (book an appointment, give self-care instructions or otherwise) and then press the ‘close’ button immediately. Pressing ’close’ will take the form directly to the professional interface archive and this will not show as a pending enquiry. Note you should only do this if you have been authorised to do so by your practice super user/management. Note also in some instances your practice super users will have asked for the ‘close’ option to be removed from the platform ensuring all patient enquiries are redirected to a unit.

NOTE. The SMS functionality will only be available when the enquiry has been directed to a unit in ProUI.

Further information about the symptom clouds for AI enquiries in Connect
The logic of the first symptom cloud different sections is as follows:

Symptoms in selected location: symptoms that in some way directly relate to the Body part that was selected are located here. E.g. if Knee was selected, we will see mostly MSK-symptoms, Pain symptoms, Injury-related symptoms etc., but not Cough or Sore throat. These symptoms are typically the “primary” symptoms to be checked and marked if they exist.

General symptoms: symptoms that are not related to any specific body part are shown here. E.g. Fatigue or Fever are “whole-body” or “systemic” symptoms as they cannot really be pointed to a specific body part. These symptoms are important additional symptoms that should be marked, as they might point to something that affects the general health.

Symptoms in another location: symptoms that are not directly related to the Body part that was selected are listed here. E.g. if Knee was selected, we would here see Cough, Eye symptoms, Headache etc. These “secondary” symptoms, but are important to mark if they exist as they might point towards conditions that have referral symptoms or atypical presentations (certain inflammatory/rheumatic conditions, cancers etc.). Sometimes symptoms in these actually point to a different condition, which might be difficult for the Patient to distinguish from the main complaint.
Subsequent symptoms clouds:

Red flags should each be checked if needed, or with experience those that seem to be clearly relevant for the complaint. The once that apply are important to mark as they will often raise the urgency appropriately.

Call Handler & Phone Line Example Scripts

You can find some example scripts below which are available to download here

Phone line script examples

1. Thank you for calling XXX

If you have access to the internet, you can inform us of a new or ongoing health problem, request a repeat prescription, request a sick note, and many other services via our Klinik system. Simply visit our website and click on the ‘start here’ banner. Or press ‘1’ and we will text you a link to the Klinik system.

If you cannot go online, please hold and you will be directed to our patient advisor team, who will submit the enquiry on your behalf. Please note, the team cannot book appointments directly, and your enquiry will go via Klinik for assessment. You will then be advised of the most appropriate treatment plan.

2. Welcome to ***, This is Doctor ***, did you know we have now launched Klinik Access which is available via our website. Please visit www.xxxxxx where you can find the ‘start here’ button and guidance on how to complete an online enquiry. We expect this to take you around 5-10 minutes, and you can do this from the comfort of your own home, on the bus, or out and about via your phone or any other electronic device. You do not need a log in. If you would like to speak to a member of our reception team or are unable to go online press 2. Please note our reception team will navigate the Klinik platform on your behalf and you will be required to answer some questions to get the right help.

3. Welcome to ***

Please go online @ www….. to submit your enquiry to us. You can inform us of a new or ongoing health concern which will then be triaged by a clinician on the same working day. We may then invite you for an appointment, offer advice or navigate you to the most appropriate service. You can also request sick notes, repeat medications and much more. If you cannot go online, please hold and a member of our team will submit the Klinik request for you.

Call handler script example

Consideration of ability to be taken into consideration*

1. Welcome to xxx you are talking to (name), how may I help?

Thanks *** are you aware that you can use the website to submit this enquiry?

We no longer book appointments directly via the phone and all requests either received via our team on the phone or via the website, will be triaged by our clinical team throughout the course of the day and this applies to all submissions received before xx pm. If the clinical team feels the request is urgent, we will be in touch on the same day. For less clinically urgent cases, it can take up to 24 working hours to receive a treatment plan.

I will now ask you the relevant questions on the Klinik system, this information will then go for review by our clinical team. I expect this to take approximately 5-10 minutes.

*Complete form*

Thanks ***, I’ve not submitted this on your behalf and it will go for review. I expect you to hear back within ** hours.

Would you like me to send you the link to the online platform for next time