Knoll Medical Practice - Ratings and reviews
Reviews
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Review titled Terrible surgery
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Trying to simply book an appointment.. told to use econsult which is always unavailable after 8,30am .. econsult being used for test results, doctors letter and sick notes!! This was meant to be for appointments. Staff unhelpful.. the only solution was “go to hospital “ not a pleasant experience and a surgery to be avoided.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 15 December 2023
Dear Patient, Thank you for taking the time to leave a review regarding your experience with Knoll Medical Practice. I am very sorry to hear that you have had trouble accessing our services and that you find our staff unhelpful. It is absolutely never our intention for patients to be left feeling this way. Knoll Medical Practice operates an online triage system via the eConsult service, which is accessible via our website or via the NHS app. Patients who do not have access to a computer or the internet are able to contact us via telephone and a member of our reception team will complete a triage form on their behalf; though we encourage as many people as possible to use the eConsult service. While we understand and appreciate that this system is not perfect nor ideal for some patients, we have to make decisions based on the wider practice population. Currently, due to ever increasing demand, the senior team at Knoll feel that this system is the most appropriate for delivering timely, effective and safe care to our patient community. It is imperative to note the pressures currently faced by Primary care services. It is no secret that the NHS, in particular Primary Care Services, are under immense and growing pressure. The number of GPs working full time hours or more in GP Practice based settings has been steadily declining; at the same time, the number of Practices is also falling. While many Practices have entered into mergers, many Practices are closing for a number of other reasons. For instance, inability to recruit staff, GP partners or CQC closures due to under resourcing. We must also recognise that, alongside a decreasing workforce, the number of patients is steadily increasing. In October 2023, another record high of almost 62.93 million patients were registered with GP Practices in England. The overall number of standard appointments delivered in October 2023 was around 34.3 million, with an average of 1.56 million appointments delivered per working day. Despite the challenges, the team at Knoll Medical Practice are working diligently to improve the overall patient experience. We are confident that through collaborative work internally, and with our Patient Care Network (PCN) colleagues externally, improvements can be made and the patient experience bettered. While these changes will take time to bear fruit, I hope that this will begin to address the concerns you have raised with respect to being able to access care at the Practice; whether that is by means of a telephone call, online eConsult form, or attending in person. If you wish to discuss the matter further please don’t hesitate to contact me via email at callum.mcque@nhs.net Yours Sincerely, Callum McQue Practice Manager
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Review titled Your GP is no longer accessible
Rated 1 star out of 5
by Joseph Garber - Posted on 29 December 2023
I tried for several days to get an appointment for my 10 year old son and myself for several days. Called reception and was directed back to the econsult ( not available) and 111 help line. The receptionists are most unhelpful and rude ( I can understand some patients can be difficult but I found this was the default position based on my personal experience). This now begs the question on whether we still have access to our local gp for Medicare. My experience in 2023 is, we no longer have access. This has forced me to take out a private health insurance as it looks like you can only get access to medical treatment in England at the moment only if you are at deaths door, ready to wait hours at a&e ( which should only be for critical emergencies) or you go private. This is a crisis that needs urgent attention as not everyone can afford private healthcare and there are some like myself who simply do not want to add to the workload at the a&e.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Mr Garber, Thank you for taking the time to share your experience at Knoll Medical Practice and raising concerns about access to primary care services. I can only imagine how frustrating it must be for you and your son to face difficulties accessing care and I sincerely apologise for the inconvenience you experienced. I understand your frustration with not being able to secure an appointment today. Our reception team works under very demanding circumstances, and unfortunately, they're not always able to offer appointments as quickly as we'd like. The NHS is facing a national shortage of GPs, and we're experiencing a high volume of patients. This unfortunately means that appointments are limited, and we understand how frustrating it can be. While we strive to offer timely access to care, these circumstances can present significant obstacles. Your feedback regarding the eConsult system and your interaction with reception is valuable. We take all patient experiences seriously and will use your input to address any potential shortcomings in our communication and triage processes. We are continuously evaluating and improving our systems to ensure they work effectively for all patients. We assure you that Knoll Medical Practice remains committed to providing high-quality care to all registered patients. While we acknowledge the current challenges, we want to emphasise that we are working hard to improve capacity and access for all of our patients. It is important to remember that NHS 111 plays a crucial role in navigating healthcare needs, especially when appointments are limited. This service offers valuable advice and can direct you to the most appropriate care provider, whether it's our practice (as they do have access to book with us directly), an urgent care centre, or other community services. We understand that the current situation is frustrating, and we deeply apologise for any inconvenience you experienced. We remain committed to improving access to care and value your feedback in this process. Please do not hesitate to contact me directly at callum.mcque@nhs.net if you have any further questions or concerns. Sincerely, Callum McQue Practice Manager
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Review titled Used to be a great practice
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2024
A few days before Christmas I tried to contact gp on e consult also a phone call saying I was a certain no in the cue and they would ring back, this was three days on the trot, never got the call. The upshot I was blue lighted to the Pru unaware of what was going on, had a seizure in ambulance apparently and don’t remember anything for the next 24 hours because I had that one seizure I had to give up my driving license for at least 6 months. I have been with this practice since 1967 and it was always brilliant. I was in hospital over the Christmas period, not ideal, I feel if I had seen by a doctor previous to this and given antibiotics this wouldn’t not of happened to me. As I say used to be a brilliant surgery with fantastic doctors and nurses, I must add the nurses are brilliant if you get to see them. Was thinking of changing surgery but I’m ever hopeful things will improve at the Knoll. I must add I have found the receptionist have always been polite to me. As we get older, I’m 81, we all can’t use the latest technology and would just love to phone and get an appointment like in the good old days.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 25 March 2024
Dear Patient, Thank you for taking the time to leave a review for Knoll Medical Practice. As I have said in responses to previous reviews it is so vitally important that patients feel empowered to feedback to their Practice. It is often the first opportunity we have to review where operations might be working well, or, in some cases, not so well for our patients. I was sorry to read through your review and your experience over the winter period. It is unfortunately the case that, due to winter pressures, we find ourselves all the more pressed for capacity during that period. Winter pressures, coupled with ever increasing patient numbers, reducing numbers of GPs and GP partners, less funding and an aging population with ever more complex health requirements leave us more stretched than ever before. I can only apologise that in this instance you were not successful in organising an appointment with us and that ultimately you were admitted to hospital. Patients can still contact the Practice by telephone and arrange an appointment, we will simply ask that patients allow our receptionists to complete a triage form with them over the telephone. Patients who have access to devices which allow them to complete an online triage form will be asked to do so, as this allows us to keep lines free for those patients without access to digital pathways or for those with additional needs which stop them from being able to access digital pathways. Please rest assured that the senior team at Knoll Medical Practice is working proactively and diligently to improve capacity. We are constantly exploring our data allowing us to more appropriately weight staffing throughout the week. We are also looking into supportive technology which we hope can improve workflow and ultimately free-up precious GP time. If you wish to discuss your specific experience in more detail please don’t hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled phone call
Rated 2 stars out of 5
by Anonymous - Posted on 11 December 2023
after trying to contact the doctors today, and being told I needed to set my alarm clock for 8am. so I could get online to the doctors. That would be ok if only, my wife myself and our Dog in the house were not Deaf. We have been suffering from a lack of sleep over the last four weeks. Each night we try to go to sleep around 10 pm but due to poor sleep, are not up until around 9am.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 13 December 2023
Dear Patient, Thank you for taking the time to leave your comments regarding Knoll Medical Practice. It is incredibly important that patients feel able to highlight their experiences, good, or bad, as it gives us the opportunity to review our protocols and policies to ensure that we are providing patients with the best possible care. I am sorry and disappointed to read that you have had trouble accessing our services. We are always working hard to improve patient access to our services here at Knoll Medical Practice, though this remains an ongoing challenge throughout most primary care service providers. I would welcome the opportunity to discuss your experiences in more detail, should you wish to, I can be contacted via email at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Working hard under pressure
Rated 5 stars out of 5
by Anonymous - Posted on 29 December 2023
I completed a triage form with the very kind receptionist and was given an appointment the same day to see a GP. I personally cannot complain about the service received from the Practice and staff always seem friendly and professional. I was able to see how unpleasant some patients are with the ladies on the front desk while waiting for my appointment. Do people not watch the news? The NHS is on its knees and we are not treating the staff well at all. Such a shame. I want to thank all of the staff at Knoll for their continued care and support. Keep up the good work.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 03 January 2024
Dear Patient, Thank you for your kind words regarding the team at Knoll Medical Centre. We recognise the challenges that Primary Care services currently face and the impact this has on our patients, however, it is also true that our team work extremely hard to provide the best possible care for our patients despite said challenges. I will ensure that your positive words are passed onto the wider practice team and I hope that we can continue to provide a positive experience for all of our patients. Yours sincerely, Callum McQue Practice Manager
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Review titled Impossible to econsult or get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 16 November 2023
Don’t understand why we can never get an appointment. Econsult has such a short window at 8 am . In all the previous GPs that I registered.. always managed to find an appointment. Don’t understand why this is the case with Knoll . Is there no minumum NHS requirement on availability of appointments to patients ? They should publish a report on why this is case ? Have they registered too many patients ? This is very unfair for a tax payer .
Visited November 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Patient, Thank you for taking the time to leave a review regarding your experience at Knoll Medical Practice. I am sorry that you have had trouble accessing our services and that you feel that you can never get an appointment. I am eager to understand your concerns in more detail. If you'd like to discuss specifics mentioned in your review, address any outstanding issues, or share broader feedback about your experience, please do not hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Never seen a doctor
Rated 2 stars out of 5
by Anonymous - Posted on 28 December 2023
I have never been seen by a doctor. Lately, I can't even book an appointment to see a doctor. 8:30 am now no more bookings available. Can't imagine. What is the point of this GP?
Visited November 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Patient, Thank you for taking the time to leave a review regarding your experience at Knoll Medical Practice. I am sorry that your review did not receive a timely response and that you have had trouble accessing our services, in particular seeing a GP. I am eager to understand your concerns in more detail. If you'd like to discuss specifics mentioned in your review, address any outstanding issues, or share broader feedback about your experience, please do not hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled bad service
Rated 1 star out of 5
by Anonymous - Posted on 11 October 2023
i went online this morning and did econsult 15 minutes after the surgery opened for them to be turned off. This is constant and you can never get to fill one in. I called the reception and waited forever in the que. The receptionist then told me ' do an econsult' I explained i try every morning but they are never on. She was v unhelpful and said thats the only way possible for me to ever speak with a Dr. How can i get a call back from a dr when econsults are never turned on? This system does not work and today i am now going all day again without being able to speak with a dr. The last time i spoke with a dr she told me to call back when my scan results were back. Thye are and booking a call back is totally impossible. No point in having reception staff if all they are doing is sitting there diverting everyone to do what they need online
Visited October 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Patient, Thank you for taking the time to leave a review regarding your experience at Knoll Medical Practice. I am sorry that your review did not receive a timely response and that you have found our receptionists to be very unhelpful. I am eager to understand your concerns in more detail. If you'd like to discuss specifics mentioned in your review, address any outstanding issues, or share broader feedback about your experience, please do not hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled E-Consult is very hard to get.
Rated 1 star out of 5
by Tapan - Posted on 23 October 2023
Tried an e-consult on Friday 20-Oct around 5:15pm and it was not available. Called the practice and they said I should try on Monday as all e-consults are full. Tried on Mon 23-Oct at 10:30am and again the online e-consult is full. I mean how can a Website ..how can an "online form" have a start time and end time? Online websites are always available 24 by 7. Called the Practise again and was told that that the e-consults are closed for the day and I should try tomorrow at 8am sharp and the receptionist will do a telephonic e-consult for me. This is rather disappointing. I can understand if we cannot get an appointment ...but at-least we should be able to fill up an Online form and wait for the response.... My son has been having an incessant cough for the last 30 days and is unable to sleep all night !!
Visited October 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Tapan, Thank you for taking the time to leave a review regarding your experience at Knoll Medical Practice. I am sorry that your review did not receive a timely response and that you have had ongoing challenges accessing our services. I am eager to understand your concerns in more detail. If you'd like to discuss specifics mentioned in your review, address any outstanding issues, or share broader feedback about your experience, please do not hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Unhelpful econsult system
Rated 2 stars out of 5
by Lynn Ann Sellwood - Posted on 12 September 2023
I have tried for two days to ask a question about an MRI but have been unable to contact the surgery because the surgery does not have sufficient capacity. Trying to get through on the phone is equally difficult. A doctor's surgery where contacting a doctor is almost impossible......I am so disappointed with the level of service which once was a beacon of community engagement.
Visited September 2023
Review titled Knoll Medical Practice
Replied on 13 December 2023
Dear Patient, Thank you for taking the time to leave your comments regarding Knoll Medical Practice. It is incredibly important that patients feel able to highlight their experiences as it gives us the opportunity to review our protocols and policies to ensure that we are providing patients with the best possible care. I am sorry to read that you have been unable to contact the Practice and that you are disappointed with the level of service provided. We are always working hard to improve access to our services here at Knoll Medical Practice and understand the frustration our patients feel when they are unable to speak with a member of our team. I would welcome the opportunity to discuss your experiences in more detail, should you wish to, I can be contacted via email at callum.mcque@nhs.net. Yours sincerely, Callum McQue Practice Manager