GPS Healthcare - Knowle Surgery - Ratings and reviews
Reviews
-
Review titled New 'Patchs' System
Rated 5 stars out of 5
by David Hutt - Posted on 24 April 2024
Just wanted to send my thanks to Knowle Surgery,with regard to the new Patchs booking system. I used this for the first time last week and had 2 issues resolved within a day. One appointment and one telephone booking. Also used it again yesterday (23/04/24) at 08:00am and was able to book an appointment for 17:50 the same day. Also, again, a phone consultation within approximately 10 mins of my request. I am so very impressed, anyone reading should try this new on line booking system, it is excellent!
Visited April 2024
GPS Healthcare - Knowle Surgery has not yet replied.
-
Review titled Great service
Rated 5 stars out of 5
by Janet Brown - Posted on 19 March 2024
Had a problem with very high BP and cant thank the surgery enough for all their help and care given the fact I didn’t have an appointment . Thank you again to those involved.
Visited March 2024
GPS Healthcare - Knowle Surgery has not yet replied.
-
Review titled Very difficult to make an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 08 March 2024
I have tried to get an appointment a number of times since joining and every time it has been difficult, it has actively put me off trying to make one. You must ring at bang on 8 and even then you can be told after an hour on hold there are no appointments left. I ended up having to ring 111 just to get through to my own GP to book an appointment. As someone with a job where I cannot be on the phone between 8 and 9 everyday, there is no alternative and I was told that it’s tough that’s the system in place now, no in advance appointments. I have had mixed experiences with who I speak to on the phone as well, some are polite and understanding others have been quite cold or just hung up. Luckily when I have been able to get through the doctors and nurses I have met have been kind and helpful and I am grateful for their support despite the difficult booking system.
Visited March 2024
Review titled GPS Healthcare - Knowle Surgery
Replied on 08 March 2024
I am very sorry to hear of the issues that prompted you to complain to the Site Manger in respect to access to appointments. I thank you for your time taken in raising these concerns, so we may learn and continue to improve services for all patients. Access to appointments We are continuously monitoring our phone lines and data and have recently amended our phone options to streamline and direct your call to the correct service, Although you no longer select the option for your preferred site you are still the same number in the queue and this will continue to count down in numerical order although you do not hear your position. The Triage system is in place to ensure you are signposted to the correct clinician in a timely manner. Once you have entered the queue there is no way to announce that triage is at capacity, however we do advise patients of this who call after we have reached capacity via a pre recorded message. We are also trialing a new scheme called Patchs, which can be found on our website, to enable patients to register with Patchs and submit requests via an online form as detailed below. In our continuous efforts to improve the patient journey and the way we provide healthcare services, GPS Healthcare are delighted to announce that we now utilise Patchs for online consultations. At this initial stage we are reviewing the system and processes to make continual improvements to the experience. The service will be available between Monday to Friday for a limited number of consultations. Online consultations allow a patient to submit their request via an online form. There is no need to wait in a phone queue or travel to the practice. The request will be sent to the practice, with questions and answers that specifically relate to the request placed. The information provided allows us to book the most appropriate appointment in the most appropriate time-frame. Patchs is an NHS-approved digital triage tool designed to enhance patient access, not sure what ‘Patchs’ is? Don’t worry, they are an NHS-approved software provider. GPS Healthcare use our communication software to contact their patients via SMS, email and the NHS App and for online consultations – all to give you better access to care. We want to make sure patients are getting the advice they need at the right time from the right person the first time they contact us about that medical issue. All forms are reviewed by our Acute Care Team, which includes Advanced Clinical Practitioners once they are received. This will then lead to an assessment of next steps needed in patient care. We will deliver a response by 6.30pm the next day and may be sooner, especially where an urgent assessment has been required.
-
Review titled You cannot get appointments
Rated 2 stars out of 5
by Anonymous - Posted on 06 February 2024
The system in place of leaving your number and they can contact you is not the best. I have called first thing in the morning and kept my place in the queue so they can contact me later. I was told an hour later there are no appointments and advised to call the following day and the following day would be the same. You call first thing in the morning and then receive the call an hour or two later, I explained about my lower back pain, trying to establish if it was a kidney infection to be told it is not an emergency so I have to call Back tomorrow. It is so easy for the surgery to assume you have all the time in the world and people around to look after your kids and to take time off work. I have 2 young kids, and when they are sick I have to take time off, it is not as simple to arrange an appointment and taking time off work. I will call back tomorrow and the day after and the following week, in the hope they give me an appointment.
Visited February 2024
Review titled GPS Healthcare - Knowle Surgery
Replied on 08 March 2024
I am very sorry to hear of the issues that prompted you to complain to the Site Manger in respect to access to appointments. I thank you for your time taken in raising these concerns, so we may learn and continue to improve services for all patients. I have addressed your concerns in my response below. Access to appointments We are continuously monitoring our phone lines and data and have recently amended our phone options to streamline and direct your call to the correct service, Although you no longer select the option for your preferred site you are still the same number in the queue and this will continue to count down in numerical order although you do not hear your position. The Triage system is in place to ensure you are signposted to the correct clinician in a timely manner. Once you have entered the queue there is no way to announce that triage is at capacity, however we do advise patients of this who call after we have reached capacity via a pre recorded message. We are also trialing a new scheme called Patchs, which can be found on our website, to enable patients to register with Patchs and submit requests via an online form as detailed below. In our continuous efforts to improve the patient journey and the way we provide healthcare services, GPS Healthcare are delighted to announce that we now utilise Patchs for online consultations. At this initial stage we are reviewing the system and processes to make continual improvements to the experience. The service will be available between Monday to Friday for a limited number of consultations. Online consultations allow a patient to submit their request via an online form. There is no need to wait in a phone queue or travel to the practice. The request will be sent to the practice, with questions and answers that specifically relate to the request placed. The information provided allows us to book the most appropriate appointment in the most appropriate time-frame. Patchs is an NHS-approved digital triage tool designed to enhance patient access, not sure what ‘Patchs’ is? Don’t worry, they are an NHS-approved software provider. GPS Healthcare use our communication software to contact their patients via SMS, email and the NHS App and for online consultations – all to give you better access to care. We want to make sure patients are getting the advice they need at the right time from the right person the first time they contact us about that medical issue. All forms are reviewed by our Acute Care Team, which includes Advanced Clinical Practitioners once they are received. This will then lead to an assessment of next steps needed in patient care. We will deliver a response by 6.30pm the next day and may be sooner, especially where an urgent assessment has been required.
-
Review titled GP appointments are not available in Knowle Surgery
Rated 2 stars out of 5
by Agnieszka - Posted on 08 January 2024
First of all I would like to point out that I have been a patient of Knowle surgery for the last 15 years. The service there was absolutely immaculate starting with reception services and ending with doctors. Unfortunately, it has changed. I found this out myself this afternoon. I wanted to book an appointment in person, so I came to the surgery. It turned out that there were no appointments that day. I suggested a telephone appointment. This too was impossible to do. I was also informed that it was not possible to book an appointment several days in advance. One needed to make an appointment on the day one calls. I asked if I could call the following day and book an appointment. I was told that there had already been a very long queue of people waiting and there were no possibility to book an appointment either. So, I asked what to do in such a case. The answer was to call 111 if I had a problem. Of course I can call 111 as it is not a life threatening situation but the question arises: why does Knowle surgery exist? GP’s are responsible for patients registered with them while calling 111 explaining and describing in detail one’s health issues is only taking time away from people who really need this type of service. To sum up, the GP in Knowle should be accessible without any problems. Anyone who calls or comes asking for a visit should always be provided with an appointment. Introducing a total triage booking system seems to be a process not only a complicated one but also not adequate to the modern way of admitting patients promptly. As our symptoms are first evaluated by a receptionist, then by an appropriate clinician or then we may be redirected to another health care provider and finally be placed on the triage list to be again assessed by one of the clinicians who will be in touch with us. The whole process of making an appointment is like booking a plane ticket only to be informed at the end of booking that something went wrong and you have to start over. I really wish everyone that this system will never be implemented and that we finally be able to see our wonderful GP’s live.
Visited January 2024
Review titled GPS Healthcare - Knowle Surgery
Replied on 08 March 2024
I am very sorry to hear of the issues that prompted you to complain to the Site Manger in respect to access to appointments. I thank you for your time taken in raising these concerns, so we may learn and continue to improve services for all patients. I have addressed your concerns in my response below. Access to appointments We are continuously monitoring our phone lines and data and have recently amended our phone options to streamline and direct your call to the correct service, Although you no longer select the option for your preferred site you are still the same number in the queue and this will continue to count down in numerical order although you do not hear your position. The Triage system is in place to ensure you are signposted to the correct clinician in a timely manner. Once you have entered the queue there is no way to announce that triage is at capacity, however we do advise patients of this who call after we have reached capacity via a pre recorded message. We are also trialing a new scheme called Patchs, which can be found on our website, to enable patients to register with Patchs and submit requests via an online form as detailed below. In our continuous efforts to improve the patient journey and the way we provide healthcare services, GPS Healthcare are delighted to announce that we now utilise Patchs for online consultations. At this initial stage we are reviewing the system and processes to make continual improvements to the experience. The service will be available between Monday to Friday for a limited number of consultations. Online consultations allow a patient to submit their request via an online form. There is no need to wait in a phone queue or travel to the practice. The request will be sent to the practice, with questions and answers that specifically relate to the request placed. The information provided allows us to book the most appropriate appointment in the most appropriate time-frame. Patchs is an NHS-approved digital triage tool designed to enhance patient access, not sure what ‘Patchs’ is? Don’t worry, they are an NHS-approved software provider. GPS Healthcare use our communication software to contact their patients via SMS, email and the NHS App and for online consultations – all to give you better access to care. We want to make sure patients are getting the advice they need at the right time from the right person the first time they contact us about that medical issue. All forms are reviewed by our Acute Care Team, which includes Advanced Clinical Practitioners once they are received. This will then lead to an assessment of next steps needed in patient care. We will deliver a response by 6.30pm the next day and may be sooner, especially where an urgent assessment has been required.
-
Review titled Improvements Needed
Rated 2 stars out of 5
by Sofia Raposo - Posted on 01 December 2023
I have tried to make an appt for myself and other family members a few times this last month and this morning. We have tried to do this via the telephone, but there is no luck. By the time we get a call-back, there are no appointments left. I then went up to the surgery to try and schedule an appointment - during this process, I had to disclose my date of birth, address and reason for wanting an appt - in front of an entire reception area. This a breach of confidential data and lack of privacy, only then to be told a triage nurse would call and then schedule an app - so I should keep my phone on me all the time. For someone who works and sometimes can't take calls due to meetings, etc, please tell me how this works. I dread how this impacts the elderly population in our village who cannot leave their home and can't get an appt via the telephone. The new scheduling of appointments on the day needs to be fixed. A new solution needs to be identified - we, as a small community/village, can assist if you reach out to us and ask what would work so we can work together with the practice to ensure everyone gets at least the minimum service that should be provided, for now, we are not even getting—minimum service.
Visited December 2023
Review titled GPS Healthcare - Knowle Surgery
Replied on 15 December 2023
Dear Sofia Thankyou for your feedback, I an a site manager for GPS Healthcare. Firstly, may I apologise for the recent experience you have had with us and the call wait times and appointment booking system. GPS Healthcare strive to ensure that the needs of patients are met, if not exceeded, in relation to the ability to see or be contacted by a Doctor, Nurse or any other clinician. We strive to ensure that there are an adequate number of appointments available to patients and generally this works well. We do listen to feedback from patients and we have recently introduced a new appointment system which will increase the number of on the day appointments as well as a shorter waiting time for appointments to become available for both face to face and online appointments, this will also include later appointment times with Doctors. We understand and empathise with patients, however appointment availability and current demand in order to suit everyone’s particular need is not always possible. General Practice across the Country face the same challenges and GPS Healthcare is not isolated in this. We endeavour to provide an excellent service and to all intents and purposes do so. We thank you for your feedback and hope that your next interaction with the Practice is a more positive one. If you have any queries or questions in the meantime please do not hesitate to contact us on 0121 796 2777
-
Review titled Extremely hard to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 03 December 2023
I called at 8am, and you press 1 for them to call back, they called back at 8.20pm with no appointments. They said call 111, or call back tomorrow, I called back the next day and the next and no appointments. My Dad has Alzheimer’s so I have to call for him, because I wouldn’t put him through the misery of constantly being told no. Going to move his doctors.
Visited December 2023
Review titled GPS Healthcare - Knowle Surgery
Replied on 15 December 2023
Dear Patient Thankyou for your feedback, I am a site manager for GPS Healthcare. Firstly, may I apologise for the recent experience you have had with us and the call wait times and appointment booking system. GPS Healthcare strive to ensure that the needs of patients are met, if not exceeded, in relation to the ability to see or be contacted by a Doctor, Nurse or any other clinician. We strive to ensure that there are an adequate number of appointments available to patients and generally this works well. We do listen to feedback from patients and we have recently introduced a new appointment system which will increase the number of on the day appointments as well as a shorter waiting time for appointments to become available for both face to face and online appointments, this will also include later appointment times with Doctors. We understand and empathise with patients, however appointment availability and current demand in order to suit everyone’s particular need is not always possible. General Practice across the Country face the same challenges and GPS Healthcare is not isolated in this. We endeavour to provide an excellent service and to all intents and purposes do so. We thank you for your feedback and hope that your next interaction with the Practice is a more positive one. If you have any queries or questions in the meantime please do not hesitate to contact us on 0121 796 2777
-
Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2023
Phone lines open early, even if you call within minutes of the opening time, there is a huge queue. Automatic Call backs requests don’t happen. I spent an hour on hold to talk to a person, only to find no appointments. I can’t stay on hold for an hour, work won’t allow it. Repeat for afternoon opening. Receptionists ask what is wrong (I understand they are trying to triage urgent) but it’s invasive and uncomfortable to have to talk about your medical issues with a member of admin team. Prescriptions from my last medicines review 4 months ago haven’t been amended to my online profile so I can’t request. Medication I needed urgently wasn’t available for days due to this which had complications. Medication I stopped taking over 2 years ago is still there and available to order. Can’t call surgery to discuss as when finally get through, tell me I need to book a medication review - for which I will need to ring on the day as no forward booking allowed. Keep being invited for a smear test. Can’t get an appointment! Struggling to get my children’s asthma medication on time, recently ended up in walk-in as no GP appointments - needed steroids to avoid a & e i have a long term health condition I feel I am managing on my own - what is the point of trying to involve a doctor? doctors and nurses are good but you can’t get appointments to see them. Practice is overwhelmed by local volume of population demand. Admin doesn’t keep up with appointments.
Visited November 2023
Review titled GPS Healthcare - Knowle Surgery
Replied on 15 December 2023
Dear Patient Thankyou for your feedback, I am a site manager for GPS Healthcare. Firstly, may I apologise for the recent experience you have had with us and the call wait times and appointment booking system. GPS Healthcare strive to ensure that the needs of patients are met, if not exceeded, in relation to the ability to see or be contacted by a Doctor, Nurse or any other clinician. We strive to ensure that there are an adequate number of appointments available to patients and generally this works well. We do listen to feedback from patients and we have recently introduced a new appointment system which will increase the number of on the day appointments as well as a shorter waiting time for appointments to become available for both face to face and online appointments, this will also include later appointment times with Doctors. We understand and empathise with patients, however appointment availability and current demand in order to suit everyone’s particular need is not always possible. General Practice across the Country face the same challenges and GPS Healthcare is not isolated in this. We endeavour to provide an excellent service and to all intents and purposes do so. We thank you for your feedback and hope that your next interaction with the Practice is a more positive one. If you have any queries or questions in the meantime please do not hesitate to contact us on 0121 796 2777
-
Review titled Very long wait on the phone
Rated 3 stars out of 5
by Anne Dyas - Posted on 06 November 2023
This morning, I needed to make a same day telephone appointment for my husband, who has been too unwell to leave the house since last Wednesday. I waited on the phone from 8:00am until 10:00am, when I was cut off, having reached position 6 in the queue. I was invited to try again...I then visited the surgery to progress my request, and found it relatively quiet, although they struggled to give me a same day appointment, and initially suggested 111 - I definitely did not want to be directed to A/E, even if my husband could have left the bathroom. This experience on the phone is not the first time this has happened, and I believe others have had similar experiences. Why is this happening?
Visited November 2023
Review titled GPS Healthcare - Knowle Surgery
Replied on 29 November 2023
Dear Ms Dyas, Many thanks for providing feedback following your and your husbands recent interactions with the GPS Healthcare service. Please be assured that all matters relating to this area of service provision are being reviewed by the senior team within GPS Healthcare, who are actively working to address this issue within the current constraints of demand for service, which the whole practice is currently experiencing. If you would like to discuss the matter further, please don't hesitate to contact me, can I ask you to email the site using: yewtree.admin@nhs.net Please ask your concern to be forwarded to me, and I will happily look into this for you. Kindest regards, Tracy Tracy Gilmartin (pronouns: sher/her) Governance Facilitation Support Manager
-
Review titled A nightmare to get an appointment
Rated 3 stars out of 5
by Anonymous - Posted on 01 December 2023
The GPs and nurses are brilliant when you are actually able to get an appointment, but getting one is incredibly hard. Even if you call at bang on 8am, you’ll likely be in a long queue with crazy wait times. When someone does pick up, they might not even be from your surgery but from another GPS practice, and appointments for the day are likely gone. It’s very frustrating. A broken system that desperately needs fixing so that the surgery can best serve the community it’s supposed to.
Visited November 2023
Review titled GPS Healthcare - Knowle Surgery
Replied on 15 December 2023
Dear Patient Thankyou for your feedback, I am a site manager for GPS Healthcare. Firstly, may I apologise for the recent experience you have had with us and the call wait times and appointment booking system. GPS Healthcare strive to ensure that the needs of patients are met, if not exceeded, in relation to the ability to see or be contacted by a Doctor, Nurse or any other clinician. We strive to ensure that there are an adequate number of appointments available to patients and generally this works well. We do listen to feedback from patients and we have recently introduced a new appointment system which will increase the number of on the day appointments as well as a shorter waiting time for appointments to become available for both face to face and online appointments, this will also include later appointment times with Doctors. We understand and empathise with patients, however appointment availability and current demand in order to suit everyone’s particular need is not always possible. General Practice across the Country face the same challenges and GPS Healthcare is not isolated in this. We endeavour to provide an excellent service and to all intents and purposes do so. We thank you for your feedback and hope that your next interaction with the Practice is a more positive one. If you have any queries or questions in the meantime please do not hesitate to contact us on 0121 796 2777