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On the 14th of April 2025, one of our practices, Cherrymead Surgery, changed to their new online system, Klinik Access, for all medical requests.
Appointments at the practice have traditionally been scheduled via a telephone call, and on a first-come first-served manner. Even before the pandemic, this system was coming under increased pressure as requests from patients have risen significantly in recent years. This has led to increased waiting times and delays, and significant pressure on our staff and clinicians.
As the practice has now merged with the Marlow Medical Group, the appointment systems and process has changed to address the above concerns, with the key outcomes to help improve the model of care received by our patients.
Klinik is one of many systems approved by NHS Digital for use by GP Practices. These systems aid to meet our contractual requirements and so patients can be assured that it has gone through rigorous testing and assessment processes and is clinically safe to use and meets all national requirements including for GDPR and Data Protection.
Klinik is primarily a consultation tool for entering information about your need for an appointment and other medical needs or requests.
All patient requests will now be entered into the Klinik system. Patients or their representative/carer, will enter their requests into Klinik directly via the practice website, which will save time queuing on the telephone. For those who are unable to use the online system, our helpful staff will enter details into Klinik on your behalf, either via telephone or in person.
The system asks structured questions about your request. This includes acute descriptions of your primary symptoms, location of said symptoms, specific clinician requests and more. This is of importance because the information you provide is used by Klinik’s triage engine, as well as a clinical team, to assess the urgency of your request.
All requests will be contacted within 48 hours with a response. This could be a clinician contacting you to discuss your condition further, a text message offering you to book an appointment, or reception ringing to ask you to come down to be seen that same day. However, in any emergency case, the triage engine and the clinical team will organise a same day response to a request.
With the many highly skilled medical professionals in our Primary Care, not just GPs and Nurses, the Acute Triage Team may recommend that you see a Physio for issues such as knee or back pain for example, Pharmacists may assist with medication queries, Physicians Associates, Social Prescribers and Paramedics will also be available to see patients if appropriate or our Acute Visiting staff may be asked to come and see you if you are housebound.
Rest assured that where the team agree that it is best that you see your chosen GP, this will be arranged, and your wishes will always be taken into consideration.