Knoll Medical Practice

Online booking got me seen within days

I accessed the online booking system on Monday morning to request an appointment. A member of the clinical team called me back later that day to confirm a consultation scheduled for Friday morning. Throughout my visit, I was greeted with professionalism and consideration by all staff members I encountered. The practice team handled my care admirably.

Practice didn't listen to my concerns

The practice appears to be poorly managed and operated in a manner that seems inefficient with regard to NHS resources. There are concerns about the overall standard of professionalism and whether the service is being delivered appropriately.

Appointment changes left me frustrated and confused

My request for a virtual consultation with a clinician for a face-to-face appointment was declined, and an appointment with a specialist was scheduled for three weeks later. This appointment was subsequently cancelled and rescheduled, with the appointment type changed and the timing altered multiple times. I am frustrated by these changes as I am managing a significant injury and experiencing complications with my recovery, with separate concerns that require specialist assessment. I feel the appointment management process has been disorganised. Additionally, I found the administrative process of confirming my details to be unnecessarily difficult. I have been a patient at this practice for many years and feel the standard of service has declined considerably.

Better facilities but harder to book appointments

I have been a patient at this medical practice for more than two decades. Following the relocation to the health centre near the supermarket, the overall experience has improved significantly, with better facilities including comfortable seating, air conditioning, and adequate space. The main challenges remain in terms of continuity of care with a preferred clinician and the availability of appointment slots. Despite these limitations, I would still suggest this surgery to others.

Complaint email ignored and surgery closes too early

I have had a very negative experience with this surgery. During a consultation last year, I received medical guidance that I felt was inappropriate and concerning. I submitted a formal complaint to the surgery by email, but received no response or acknowledgement of my concerns. The surgery has limited availability for appointments, with consultations often unavailable by mid-morning on certain days. I recently requested a repeat prescription through the online app that I have been receiving for several years, but it was declined without any explanation provided. Due to repeated disappointments with this practice, I have found it necessary to pay for private medical consultations, which I find frustrating and costly.

Reception made booking straightforward as a new patient

I am writing to share some well-deserved positive feedback regarding a member of your team. As a new resident in the area and a new patient at your practice, I wanted to take a moment to express my sincere appreciation. I had an appointment with a member of the nursing staff recently. They were exceptionally supportive, helpful, compassionate, and completely put me at ease during the procedure. People are often quick to complain about poor experiences, but I believe it is equally important to immediately recognize and praise hard work and outstanding care. This team member is a wonderful asset to your practice. Thank you, and please pass along my gratitude to this staff member.

Quick response to my online form submission

I was very pleased with the service provided by the practice when I recently needed to reach out regarding guidance and care for a new health concern that wasn't urgent. My online submission was responded to promptly, with a prescription being forwarded to my chosen pharmacy within several hours, and I was scheduled for a consultation with a clinician approximately two weeks later.

Felt genuinely listened to at last

An excellent healthcare provider who I feel very fortunate to have access to.

Felt genuinely listened to and reassured

I had a really positive experience with my podiatry appointment today. The clinician was thorough, kind, and took the time to carefully listen to my concerns without rushing. Their explanations were clear and reassuring, which made me feel confident in the treatment plan. They showed genuine care and professionalism throughout the appointment, and I left feeling much more at ease about my foot health. They are indeed a great asset to the practice.

Phone queue AI system needs improvement

I would appreciate it if the automated phone system for handling inquiries could be reconsidered or improved. I contacted the practice regarding a matter concerning a prescription request during the designated calling window at 11:28am, which was challenging to manage whilst at work. The automated system took considerable time to navigate, and by the time I had worked through it, the lines had closed before I was able to reach a staff member. I spent approximately 5 minutes interacting with the automated system without being connected to anyone in person. I would be grateful if this could be reviewed. Apart from this issue, I have generally found the practice to be satisfactory.

Reception staff weren't helpful about my enquiry

The reception team displayed a lack of courtesy when I inquired about an ultrasound appointment. Based on this experience, I would have concerns recommending this practice to older patients, as they may not receive polite treatment.

Reception team made booking straightforward and easy

I cannot express enough gratitude to this practice. My family has been attending for many years and consistently experiences positive interactions from the moment we contact the surgery through to the end of each appointment. The reception staff and clinical team have always been welcoming and professional. During a recent visit, the clinician we saw demonstrated exceptional professionalism and compassion, taking time to listen carefully to my daughter's concerns and responding promptly with an urgent hospital referral. We are deeply appreciative of the swift action taken. The entire practice team deserves recognition for the outstanding care and dedication they provide to the community.

Modern surgery with quick appointment times

I have found this medical practice to be excellent since recently relocating to the area. The facility is contemporary and well-maintained, and the turnaround for appointments is consistently swift. On each occasion I have attended, consultations have commenced promptly or ahead of schedule. The administrative team at the front desk have consistently demonstrated helpfulness and courtesy. I would confidently suggest this practice to others.

Long wait on the phone to book vaccination

Attempted to arrange a vaccination appointment but was instructed to contact the practice by telephone. The wait time on the call exceeded 40 minutes. A self-service booking option would have been more convenient.

Appointments ran on time, staff were kind

I recently visited the practice several times with my young child, and every appointment ran punctually or very close to the scheduled time. Both the reception team and the clinical staff demonstrated genuine kindness and helpfulness throughout each visit. The service provided was excellent and much appreciated.

Smooth transition and felt genuinely listened to

I have recently registered with this practice and found the transition to be straightforward and efficient. Following my initial appointment, I felt confident that I had made a positive choice. The clinician I saw was approachable and warm, and made me feel genuinely listened to. Based on this experience, I am optimistic about the standard of care I can expect from the team here.

Staff noticed my distress and offered genuine support

Although I am not myself a patient, I was tremendously impressed with how the clinician made both me and my mother feel. I attended my mother's annual health review appointment. Within minutes, the clinician noticed I was distressed and struggling with the challenges I had been facing regarding my mother's care. Throughout the entire appointment, the clinician was wonderful and provided substantial support to both my mother and me. I cannot express enough gratitude for how the appointment was handled and how I left feeling as though a significant burden had been lifted. Despite not being a registered patient at the practice, I was treated and cared for with genuine compassion and was told that I could reach out again if needed. I understand the clinician holds a senior position at the practice, but they demonstrated truly outstanding qualities and went well beyond their usual responsibilities to ensure my mother received appropriate support while also checking in on my own wellbeing, which meant a great deal to me. I did not feel hurried during my mother's appointment and in fact felt it was highly personalised and far more than a routine annual review. I recognise that healthcare professionals face considerable demands and time pressures, yet this clinician took the time to genuinely listen, help, and offer guidance, and I am deeply thankful for this. They are a remarkable individual and an exceptional healthcare professional. I cannot thank them enough for listening to me and providing my mother with such valuable support.

Quick response from e-consultation to diagnosis

I would like to express my gratitude to the practice for the outstanding care and support I received during my recent visit. Following completion of an online consultation, I was promptly contacted and offered an in-person appointment within a short timeframe. Upon arrival, I was seen without delay, and I am very appreciative of the efficient service provided by all staff members involved. I also want to thank the practice for the exceptional standard of service I experienced today. I completed an online consultation early in the morning and submitted supporting images. Within a short time, I received correspondence through the NHS app containing clinical guidance and notification that a medication request had been forwarded to my local pharmacy. The swift and thorough response is very much appreciated.

Booking an appointment was really difficult

The booking process for appointments presents significant challenges.

Receptionist kept hanging up the phone

The service was disappointing and difficult to access. I struggled to secure an appointment through the standard booking process, as the reception staff repeatedly suggested using the online system instead, which unfortunately did not function properly. The receptionist's manner was unhelpful and the repeated disconnections made the experience frustrating overall.