This is the system that every receptionist will spend most of their time on. Every time a patient asks about an appointment regarding an issue, chasing up medication etc., a Klinik form must be filled out using the patient’s details. Realistically, patients should do this themselves but some lack the means to do so i.e. might be elderly or have mental health issues – again it’s up to you if you want to send them a link via accuRx (see later) but be sensitive to their situation. Find the patient’s details on SystmOne, and copy and paste all the relevant information from their record onto the Klinik form e.g. Phone Number and NHS number.

Another thing to think about here is that you are not diagnosing the patient, but simply providing a clinician with enough information to do so. At the beginning, use a notepad and note down the general gist of what the patient is getting at, whilst asking them questions about the symptoms they have (to a respectable extent i.e. don’t push it if the patient is uncomfortable talking to a receptionist over the phone about their issues). Fill in accordingly.

A key thing here is that it is also at your discretion to think about is this patient requires more urgent care or not. For example if the patient is experiencing unbearable head pains, the form might not flag it up as urgent but you can fill in more details and fudge the symptoms slightly (not a lot!) to allow that patient to be seen as soon as possible.

Towards the end of the form there is an option to provide any other information. This is your opportunity to describe any relevant details the patient has mentioned that weren’t on the list of symptoms. This can assist the triage team in their priority of booking appointments.

Make sure you direct the issue to the correct team e.g. medication enquiries should go to the pharmacy team rather than the triage team. TB patients can get directly through to the prescriptions team by pressing number 2 (could let the patient know)

The other functions of Klinik can also be quite useful to you as a receptionist. For example, if a patient asks regarding an appointment which hasn’t gone through yet, you can check whether the triage team has booked them in using the “Patient Access” feature.