Breaking the digital barriers

January 1, 2019

Wider use of digital health services is sometimes prevented by the people’s distrust of technology and doubts about the adequacy of their own skills in using digital tools. Many people still do not believe that technology-based contact in healthcare could be as reliable as directly speaking with a nurse or a doctor at the practice. People can also be daunted by the large variety of digital services available.

According to a National Institute for Health and Welfare’s study, which studied a use of online services, one fifth of the respondents believed that they lacked the necessary skills to use digital tools. Klinik Access, the online consultation service for primary care, aims to address these concerns.

Klinik proves that people of all ages and backgrounds are using digital tools

Klinik Access online consultation service is used in 400 healthcare units in Finland and in the UK. The data from these healthcare units is consistent: users of all ages use online contact channel and the largest user group are the seniors: 26,2% of the users are over 65 years old.

Senior patients are satisfied with the online consultation service. Linnea Luokkala, from Kokkola, thinks that the easy-to-use service is well suited for senior citizens. Linnea’s own experience of the online consultation service was excellent. She filled in her symptoms to the online service at home with her computer. After that she got an appointment with a doctor and got the right treatment and help for her concern.

Simple user-led service does not require special skills

The easy-to-use online service does not require special skills from the user. The simple user-led service guides patients through selecting the nature of their query, giving their information and letting the surgery contact them with a comprehensive plan of care.

Klinik Access online service provides relief for users from a motley collection of applications because the user does not need to know with which expert they should book an appointment. Whatever the nature of the health concern, Klinik Access is a one-stop service for contacting the practice and receiving instructions on next steps.

Digital health service enables patients to access the right care faster

Klinik Access also addresses users’ concerns about the lack of human contact, because it specifically enables patients to contact the right healthcare professionals faster. By shortening queues, the service frees up practice staff's time to genuinely engage with patients.

With Klinik Access patients have 24/7 online access to the healthcare service, the same services as they would have by calling or visiting the GP practice, but quicker.

The simple user-led service guides patients through selecting the nature of their query.

 

References: Hyppönen, Pentala-Nikulainen, Aalto. Electronic services in the social welfare and health care sector 2017. Citizens' experiences and needs. National Institute for Health and Welfare (THL). Report 3/2018. Helsinki 2018.


 

Klinik Access is an online consultation & patient flow management software that directs patients to the optimal resource in primary care. The system’s unique algorithm interprets the person’s symptoms to make a provisional assessment, and estimates the urgency of the care needed. Based on this, the person is automatically referred to the right place for care to begin.



"Even our most ardent doubters have seen that demand can be successfully managed with online triage."
Martin Eades, Managing Partner
Priory Medical Group
"We understand our patients like never before. We now have data on the true demand we face in general practice. We have the tools to share that workload across the whole primary care network."
Martin Eades, Managing Partner
Priory Medical Group
"We are seeing 8,000 more patients compared to the same time last year thanks to Klinik, and doing so with the same level of resources."
Martin Eades, Managing Partner
Priory Medical Group
“The system enables our clinicians to review the information provided by patients, and provides a suggested priority level. This allows us to ensure we have the patient see the right person at the right time.”
Dr. Azhar Ali, Managing Partner
Forth Medical Group
"Together with Klinik, we have invested the energy to make it the way we want it to be, and now we are seeing the results.”
Dr Sarmad Zaidi
Roxbourne Medical Centre
“Now Klinik is in place, we don’t ever want to go back. Our reception staff feel less pressured to act according to patient expectations, and the whole team feels that they are better placed to deal with all incoming queries. We can breathe now.”
Trupti Chauhan, Operations Manager
Roxbourne Medical Centre
"Now we know what the demand is, we can see what changes need to be made, and we can manage expectation and optimise the journey for every patient. We can assign the right level of resources to deal with the enquiry, and use the most expensive resource where it’s most effective."
Trupti Chauhan, Operations Manager
Roxbourne Medical Centre
“Feedback from other practices using the system was very positive, especially how responsive the company was to people’s needs.”
Dr Michael Curran, GP partner
Church Street Medical Centre
“For any other practice I would say this would make a valuable addition to the practice. In the current environment, it is becoming essential to have an efficient triage service that can assess risk and identify urgency, so that care can be given according to need, rather than demand. I would strongly recommend this to any GP practice.”
Dr Michael Curran, GP partner
Church Street Medical Centre
"With the Klinik online consultation service, we can now get the correct patient to the correct point of care in the most efficient way."
Dr Thomas Patel-Campbell
Haxby Group