As well as being loved by patients, Klinik is appreciated by GPs. We’re humbled and proud to say that our customer satisfaction scores are regularly around 90%. Clinical, operational and managerial staff regularly praise our medical triage software and support.
So why do GPs love Klinik? We asked their views on the impact of Klinik at an exclusive away day we held in 2021.
The Monday morning scramble for appointments is a common problem for GP surgeries. Patients try to get through at 8am, only to have to be told at 9am that most appointment slots were full.
This is a thing of the past for customers such as Priory Medical Group, where Klinik’s multichannel online triage software is enabling staff to prioritise care according to the needs of each patient.
“Every patient has equitable access to our service,” says Danny Young, Customer Service Manager at Priory. “Whether they access our services from home, by the telephone or the front desk, they're seen in line with clinical needs, rather than a first-come first-served basis.”
Patient access at York Medical Group has also been enhanced at York Medical Group, which is using Klinik to power its ‘Right First Time’ model of care.
Chief executive Zulf Ali comments: “There's been a real positive response from patients. We've gone from about 20% using online services from our previous system to 80% of people using Klinik. This has freed up our phone systems for the most vulnerable patients.”
There’s been a positive response from staff too; they can help solve patients’ queries quickly and effectively.
Signposting patients to the right type of care with our medical triage software has helped Priory release clinical capacity too, says clinical director Dr Emma Broughton.
“We are far more efficient,” she says. “We're offering 8,000 more appointments than we were this time last year, with no additional clinical resource.”
Priory managing partner Martin Eades echoed this sentiment. “The key improvement that we've experienced since moving to Klinik and our prioryCare model has been getting patient A to clinician B in the most effective and efficient way possible,” he says.
This is bolstered by knowing the demand on the practice, which is available on the Klinik data dashboard.
“[Klinik data] allows us to match our staffing so that clinics don't over-run and we make the best of the clinical team on duty,” says Dr Broughton.
Klinik’s AI-based triage has supported this process, says Nicky Turner, GP at The Hall Practice in Buckinghamshire. This analyses data provided by the patient to indicate the priority and urgency of each enquiry.
“It was the AI in Klinik that's really helped. We have a better idea of what needs sorting on the day, what's routine, and what can be safely left later in the week.”
Her GP colleague Katherine Yeomans recognises further improvements since the introduction of Klinik.
“We're working far better as a team,” she says. “We've got all the team and all the staff involved with the processes. We've reduced our waiting times and I think we're managing things far more efficiently,” she says.
Klinik’s patient flow management software also helps to share the growing workload across healthcare professionals.
“A lot of non-GP clinicians have specific skill sets," says Dr Thomas Patel Campbell, GP and Director of Clinical Operations at Haxby Group. "Because of that, it's very important that we allocate them the right sort of patients to ensure that they get the best care. Using Klinik with the detail that is provided… allows us to make sure that those patients get allocated to the best clinician."
Klinik’s online triage software is empowering general practices across the UK to give the right care to their patients in the most efficient and effective way possible.
We are committed to helping general practice cope with growing demand and make the best use of staff skills and capacity. Come and talk to us about how our online triage and patient flow management software can help meet the needs of GPs across the UK.
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