- Where can I find process instructions for Klinik?
You can access full instructions on using the Professional interface, the Dashboard, Connect, and all training videos through the Knowledge Base on the upper green bar of the professional interface. Items are indexed and can also be accessed through keyword searches. - Why hasn’t the user received the new password after pressing the “Forgot your password?” link?
The link might have gone to the Trash/spam folder. Ask them to filter their in-box with no-reply@klinik.fi. NB. Super users never create the password when setting up a new user account. The password for the professional interface is always created by the user personally. The activation link expires after two weeks. If it is no longer working, the user can go to the login page and press “Forgot your password?”. They will then be sent a password reset link.
If this fails you will need to delete their account and then re-add it and they will receive a new link.
- Why can't a user see any patient cases on their list?
The user might not have the correct units activated. Select “User administration” from the upper bar and search for the user by their name. If you do not find the user, please create a new account. When you find the correct user, tick the boxes of the relevant units to allow access to the correct units. If the email is stated as already in use, please contact Klinik IT-support. - The DOB of the patient is showing as invalid. What do I do?
This can happen when minor upgrades are made to the platform. You should clear your browser history in settings and log back in and refresh then the DOB will show correctly.
- 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 PHR.
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. - I have added a new user to the practice platform but they have not received a link.
They may have access to another Klinik practice platform and therefore would not receive a new link. They can instead switch platforms using the ‘select client’ option in the drop down under the three white dots at the top of the ProUI.
If they do not have access to another platform and have still not received the link and it’s not in their trash/junk folder then report this to IT-support@klinik-co.uk
- The Professional view is not updating or reloading the page, what should I do?
Please try to open the professional interface with another browser or close and reopen your browser/tabs a few times. You can also try to log out and back in a couple of times. If this does not help, please contact Klinik customer support.
- Who do I contact if I have or one in my team has an issue with the functionality of Klinik, and this cannot be resolved by clearing the browser and refreshing the platform?
Super users are the first point of contact for patients and standard users alike. If there is an issue which you cannot resolve, you should contact our technical support team via It-support@klinik.co.uk
You can also use the feedback drop down on the upper green bar of ProUI. This account is monitored weekdays 8 am – 6 pm.
- If I believe the AI has not correctly categorised the urgency of a patient case what do I do and how do I report this?
You can report such issues using the feedback option in ProUI listing the case ID. Alternatively you can report the issue to one in our Customer Success Team explaining your concerns and by providing the case ID. Our medical team will then complete a safety assessment of the reported case and will provide a summary on whether corrective actions are needed. The outcome of the assessment will be communicated to you.
Tips for using Klinik Access Professional interface:
- Always remember that the main view presents ALL the patients in all units you have access to. Select the unit you are responsible for 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 text written on the redirection comment field can't be erased after entry.