Princeway Surgeries - Ratings and reviews
Reviews
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Review titled Terrible receptionist manors
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2024
I called this morning 8am I didn’t have to queue so I’m guessing I was one of the first on the phone line. She said she had an appointment at 9:30 I asked if there was anything a little later any other time after 9:30 I had a meeting at school, she then told me this was the only appointment available for the rest of the day… I don’t believe this as been one of the 1st to call that day… her manor was rude and I have had enough of receptionist at this surgery been rude. There is no need for it.. I wouldn’t call if I didn’t need an appointment.
Visited March 2024
Review titled Princeway Surgeries
Replied on 21 March 2024
Dear Anonymous Thank you for reaching out and providing feedback on your recent call experience. I am the Practice Manager, Gabrielle Thompson. I sincerely apologise for any inconvenience or frustration caused by the interaction you had with our Reception Team. Your feedback is invaluable to us, and we take it seriously as we strive to improve our services. I'm sorry to hear about the difficulties you encountered in scheduling your appointment and the perceived rudeness of our staff member. Please rest assured that we will investigate this matter further to ensure that such incidents are not repeated in the future. If you wish to discuss this further, please contact me via our surgery email address: knollsurgery@nhs.net Gabrielle Thompson Practice Manager
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Review titled Poor patient experience
Rated 2 stars out of 5
by Anonymous - Posted on 22 January 2024
I tried to check in on the electronic screen as per the signs on the reception desk. When I tried to do this the machine then sent an automated message saying there was an error and to check in at the reception desk. I then waited 10+ minutes in the reception desk queue and was conscious of the time and that this was past my appointment time. When I eventually got to the front of the queue the receptionist informed I should have checked in on the electronic screen and that I had missed my appointment time, making it seem like it was my fault and I was late. I explained to her what had happened but she just kept repeating I should have checked in. She then told me to take a seat and went to speak to the nurse, I could hear her speaking to the nurse telling her I was late and was told to check in. She then told me the nurses name and asked me to go and stand outside her room and to find the room with her name on. The nurse then left the room and then told me that I should be sat in the waiting area and when I told her that the receptionist had directed me to outside her room, she said that she had heard what the receptionist had said to me and making it out like I was lying. I then became upset during the appointment and just wanted to leave the room and felt like I couldn’t properly open up about my problems. I work in the NHS myself and I would never treat a patient the way I was treated today.
Visited January 2024
Review titled Princeway Surgeries
Replied on 21 March 2024
Dear Anonymous, Thank you for taking the time to share your experience with us. I am the Practice Manager at The Knoll, Gabbi Thompson. I'm truly sorry for the inconvenience and frustration you encountered during your recent visit to our clinic. Your feedback is greatly appreciated and will help us improve our services. I apologise for the confusion and misunderstanding with the check-in process, the subsequent handling of your appointment time and that you felt blamed and unsupported during your visit. Rest assured, I will personally look into this matter to ensure that proper training and protocols are in place to prevent such situations from occurring again. Your experience does not reflect the standard of care we aim to provide, and I sincerely apologise for any distress it may have caused you. Please know that your concerns are being taken seriously, and we are committed to making the necessary improvements. Thank you once again for bringing this to our attention. If you have any further concerns or feedback, please don't hesitate to reach out via our surgery email address: knollsurgery@nhs.net Gabrielle Thompson Practice Manager
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Review titled Very patronising and unhelpful doctor
Rated 2 stars out of 5
by Anonymous - Posted on 09 August 2023
I went to see a doctor yesterday at the Knoll about my moles which I am concerned about. Instead of properly analysing them and listening to me when I asked if they could be removed, she persistently told me I should wear sun cream to protect them. She was extremely patronising and kept insisting that I don’t wear suncream. She turned my concern about my moles into an unwelcome lesson about sun exposure. I told her I wear suncream and she was insistent that I don’t for some unknown reason. Other doctors that I have seen at the Knoll in the past have been very helpful, but next time I make an appointment I will make sure that it is not with her.
Visited August 2023
Princeway Surgeries has not yet replied.
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Review titled There when needed
Rated 5 stars out of 5
by Gail Fullbrook - Posted on 25 June 2023
I have been with The Knoll for about 30 years. I don’t expect same day appointments except in an emergency, but on the two occasions when I’ve needed an emergency appointment, I’ve been given one. For less urgent consultations I’m prepared to wait. I have seen a number of doctors over time but am pleased that the surgery try hard to give appointments with a preferred GP when it is requested. As the team has expanded I have seen a number of specialist nurse practitioners who have referred me on when necessary but more often than not, have been able to help. I think it’s an excellent practice and am to recommend it when asked.
Visited June 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Miss Fullbrook Thank you for your kind feedback. I am delighted to read, that after so many years, you would still recommend the surgery when asked. We strive to be efficient and helpful during all encounters and seem to have hit the mark on this occasion! Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled Brilliant practice
Rated 5 stars out of 5
by Claire Hornsby-Bland - Posted on 29 June 2023
I would wholeheartedly recommend The Knoll Surgery. Every member of staff I have met has been professional and compassionate. Their system for booking appointments is fair and being able to submit an e-consult is ideal when a situation can be resolved without a face to face consultation. A modern, forward thinking practice that Frodsham is very lucky to have.
Visited June 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Mrs Hornsby-Bland Thank you for your lovely feedback. Your comments have been sent to all staff, who will be delighted to read that our service was up to standard. Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled lack of communication
Rated 3 stars out of 5
by Anonymous - Posted on 17 May 2023
A letter had been delivered to the practice from the DVLA on the 28th February 2023 asking for information. This letter has still not been replied to (17 May 2023). I've rang the practice on two occasions (first rang 2 May 2023) and was told a member of staff had left so it had been passed onto another member of staff , told we will sort it . May 9th rang again and told it was sitting on a doctors desk but this doctor had left the practice. I was told it would be sorted in the next two days. 17th May I rang the DVLA and they said they are still waiting for a reply from the surgery. I know it is a busy practice and other things take priority but come on nearly three months to reply to a letter is not good enough.
Visited May 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Patient Thank you for your review. I am sorry for the inconvenience caused in the wait for your DVLA paperwork. Your comments have been passed onto the relevant team with efforts to review the current 'Private Forms' process. Please do not hesitate to contact via email if you wish to discuss this further: knoll.surgery@nhs.net Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled Very helpful practice.
Rated 5 stars out of 5
by Tom Reynolds. - Posted on 28 April 2023
Like many others, I'm nervous about contacting my surgery because I know of the increased pressures they are under. Saying that, when I do contact the surgery, they can't do enough to help. Can't ask for more.
Visited April 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Mr Reynolds Thank you for your positive feedback. I am happy to hear that you find our staff helpful during your encounters; I will pass on your comments to the team. Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled Feedback
Rated 5 stars out of 5
by Dominic Domagala - Posted on 12 April 2023
Just wanted to share a feedback about the The Knoll Practices front-desk staff (and doctors). We’ve recently moved into the area and used the practice a few times with our little boy. I must admit, level of service provided is absolutely superb! The staff is extremely helpful and polite, to the point “nothing is impossible” for them! I’ve never comes across such a good NHS service before. Each and every time the staff makes a max effort, the practice runs smoothly and the patients are being looked after. Well done to you all!
Visited April 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Mr Domagala Thank you for your positive feedback. I am happy to hear that, during your encounters with the surgery, you have found our team to be helpful and efficient; I will pass on your comments. Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled Thank you!
Rated 5 stars out of 5
by Anonymous - Posted on 11 April 2023
Just wanted to say thank you to the staff at the health centre for running such a good service! My 7 month old has been poorly since Thursday and I took him to the ooh GP at the countess who was very dismissive and didn’t do a through assessment. Today I called the practice at 8 (lady answering the phone was lovely) and got an appointment with a doctor at 9:15- a full assessment and listened to my concerns. Made me appreciate how lucky we are with our GP service; and it is recognised within the local ‘mummy’ community, but maybe not always communicated.
Visited April 2023
Review titled Princeway Surgeries
Replied on 30 June 2023
Dear Patient Thank you for your positive feedback. I am pleased to hear that you received a thorough and efficient service from us; I will pass on your comments to the team. Kind Regards Mrs Gabrielle Thompson Operations Manager
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Review titled Appointment queues.
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
Call to book a routine appointment, hit 45 people queue at 8.03 am, still no call back by 11.25 am. This is a regular thing and it's out of hand. If you cannot meet demand, don't take on the patients. This has been happening for years and gradually getting worse.
Visited February 2023
Review titled Princeway Surgeries
Replied on 23 March 2023
Dear Patient, Thank you for your feedback. We are sorry to hear that you have had a negative experience with our callback service; an efficient service is something we strive for at The Knoll. Please be assured we will investigate your concerns. Gabrielle Thompson Operations Manager