Knoll Medical Practice

Dear Nicola, Thank you for your incredibly kind words. I'm truly grateful that you took the time to share your experience. It was my absolute pleasure to assist you during what I understand was a very stressful time. My priority is always to provide thorough and compassionate care, and I'm relieved to know that I was able to offer the support and information you needed. Your appreciation means a great deal to me, and it reinforces why we do what we do. I'm just glad I could help make a difficult situation a little easier for you. Yours sincerely, Callum McQue Practice Manager

Dear Mr. Muli, Thank you so much for taking the time to share your positive experience at Knoll Medical Practice. We are delighted to hear that you received excellent care for your ear infection. It's wonderful to know that our receptionist was able to accommodate your request for an earlier appointment. We always strive to be as flexible and responsive as possible to our patients' needs. We are particularly pleased to hear your commendation for Dr. Krishnan. His proactive approach in calling you for your appointment and his professional, attentive manner are qualities we highly value in our GPs. Providing thorough and compassionate care is at the heart of what we do. Your kind words are truly appreciated and will be shared with both the reception team and Dr. Krishnan. Feedback like yours motivates us to continue delivering the best possible service to our patients. Thank you again for your review. Yours sincerely, Callum McQue Practice Manager

Dear Mrs Corbett, Thank you so much for your incredibly kind words! I am delighted to hear you received excellent care and felt well-supported during your visit to the Practice. Our doctors and the entire team at Knoll Medical Practice strive to provide compassionate and helpful service, and it's wonderful to know we succeeded in your experience. We truly appreciate you taking the time to share your positive feedback! Yours sincerely, Callum McQue Practice Manager

Dear Mr Neale, That's wonderful to hear! Thank you so much for taking the time to share your positive feedback. We're delighted that you find our staff friendly and helpful – it's always our goal to assist with your enquiries. Your kind words mean a lot to the team. Yours sincerely, Callum McQue Practice Manager

Dear Patient, I’m very sorry to read about your experience with our services, and I understand your frustration. It's clear we haven't met your expectations, and for that, I sincerely apologise. Please understand that due to patient confidentiality, it's difficult for me to address specific concerns or details about individual cases in a public forum like this. Our priority is always to protect patient information. We recognise the immense pressure currently facing primary care services across the country. This includes the challenging issue of workload being re-allocated to GP practices from secondary care and urgent care colleagues, which isn't always appropriate and can unfortunately impact our ability to provide the swift access and care we all strive for. We are constantly working to manage these pressures and improve our services. If you would like to discuss your concerns in more detail, please contact me directly at [email protected]. We value your feedback and would appreciate the opportunity to understand your experience further. Yours Sincerely, Callum McQue Practice Manager

Dear Mrs Hartshorne, I am so sorry to hear of your experience with Knoll Medical Practice, and that you've felt the need to seek private GP care. It's clear we've failed to meet your expectations, and for that, I sincerely apologise. I understand how frustrating it can be when you can't access the care you need, and I truly regret that this has been your experience. Please know that primary care services across the country are currently under tremendous pressure, which unfortunately can impact our ability to provide the swift access we strive for. I would be grateful for the opportunity to discuss your concerns in more detail. Please feel free to contact me directly at [email protected] if you wish to talk further. Yours sincerely, Callum McQue Practice Manager

Dear Mr Christodoulou, Thank you for taking the time to leave your feedback, although I am very sorry to read about your experience and the frustration you've encountered when trying to access our services. We absolutely recognise your frustration and understand the challenges you and many other patients face in the current climate. The difficulties you describe in accessing appointments are reflective of the well-known and longstanding demand on primary care services across the UK. Nationally, GP practices are facing unprecedented pressures due to a significant increase in patient numbers alongside a concerning reduction in the number of GPs, GP partners, and individual practices. Figures from the British Medical Association (BMA) consistently highlight this growing disparity between the demand for appointments and the capacity available to provide them. This situation is further compounded by an aging population with increasingly complex health needs, including a high prevalence of multiple co-morbidities such as diabetes, asthma, COPD, and mental health issues. These conditions often require more in-depth and longer consultations, placing additional strain on appointment availability. Furthermore, the unfortunately long waiting lists for secondary care services mean that primary care is increasingly managing patients with more complex conditions for extended periods, requiring more frequent and longer appointments than in the past. This inevitably impacts appointment availability for other patients. While we do everything within our power to ensure that we provide as much capacity as possible, the truth is that, much like the vast majority of GP practices across the country, we are battling against the sheer volume of demand. To this end, we are continuously exploring and reviewing new technologies and approaches to improve patient access and experience. This includes investigating advanced cloud telephony options to better manage call volumes, striving for more balanced staffing in relation to demand peaks throughout the day, and implementing more appropriate and streamlined chronic disease management pathways to potentially consolidate the number of appointments needed by each patient. Furthermore, we are working collaboratively with our Primary Care Network (PCN) colleagues and allied health professionals to explore ways to optimise service delivery and improve the overall patient journey. We must also recognise that many of these systemic issues cannot be resolved within primary care alone. Addressing these fundamental challenges will require the sustained support of successive governments, including significantly increased funding for primary care, improved recruitment and retention of GPs and other healthcare professionals, and a more integrated approach across the wider healthcare system. I sincerely apologise that your experience has fallen short of your expectations and the level of service we strive to provide. We are constantly reviewing our processes to try and improve access within the limitations we face. Despite the considerable pressures outlined above, I am incredibly proud of our entire team here at the practice. Each and every individual has demonstrated unwavering hard work and dedication in the face of mounting challenges, both within the surgery and out. Their commitment to our patients has been truly inspiring, and I want to personally acknowledge their resilience, compassion, and tireless efforts to provide the best possible care during these demanding times. Thank you again for your feedback. While it is difficult to read, it underscores the very real pressures that primary care is currently under nationwide. Yours sincerely, Callum McQue Practice Manager

Dear Patient, Thank you so much for taking the time to share your kind and detailed feedback regarding your appointment with Dr. Hamid. We are absolutely delighted to hear about your positive experience. It's wonderful to know that you felt heard, respected, and genuinely cared for during your consultation. We are particularly pleased that you appreciated Dr. Hamid's thorough assessment, her attentive listening to your concerns about your respiratory health, and her clear explanations. Your comments about Dr. Hamid's compassionate and professional manner, and how you never felt rushed but instead felt supported and reassured, are truly valuable to us. We strive to provide a patient-centered approach where clinical expertise is combined with empathy and understanding, and it's very rewarding to hear that Dr. Hamid exemplified this. Thank you again for your feedback. It's feedback like yours that motivates us all to continue providing the best possible care for our patients. Your appreciation for Dr. Hamid's dedication and kindness is greatly received, and we will be sure to pass on your lovely feedback to her. Yours sincerely, Callum McQue Practice Manager

Dear Mr Poll, Thank you for your review and for taking the time to feedback on your experience of the services provided by Knoll Medical Practice. It’s really important that patients feel able to feedback to their practice and I’m grateful for your constructive review. I’m disappointed that you feel that the Practice provides cut and paste responses, I can assure you that this is not the case. Since joining the Practice in December 2023 I have tried my best to respond to all new patient feedback and provide a bespoke response each time, I would direct you to our NHS choices feedback should you wish to review. It’s challenging to address concerns online, as I must ensure that data protection and GDPR rules are taken into account, therefore I cannot address specific concerns via online platforms. I therefore offer patients the opportunity to discuss their concerns directly, should they wish, at which point I can fully address their specific experiences. I will contact you directly to discuss your concerns in more detail but can be contact at the following email address - [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Patient, Thank you for sharing your feedback about your experience with Knoll Medical Practice. We truly value all feedback as it helps us understand how we can better serve our patients and ensure our services meet their needs. We understand that accessing healthcare can be challenging for some, and we want to assure you that we do offer alternative appointment booking options for vulnerable patients, including the elderly, those with disabilities, and those who may be digitally disadvantaged. We also have dedicated capacity specifically for these groups, ensuring equitable access to our services. While we operate a digital-first triage system, encouraging those who are able to use our online form (available on our website and the NHS app), this approach also helps us prioritise those patients who cannot use the online form and need to speak with our team directly. This system allows us to manage demand effectively and ensure timely access for everyone. We're committed to continuously improving the patient experience, both through the introduction of new technologies and processes to enhance efficiency, and through more tangible investments in our practice. We're pleased to share that we've recently added 148 new GP appointments each month, increasing both our same-day and routine appointment capacity. I want to emphasise that we absolutely offer alternative ways to book appointments for patients who cannot access digital platforms. These options include booking appointments by telephone and in person. I hope this information has reassured you that Knoll Medical Practice strives to provide fair and equitable service, despite the significant challenges currently facing primary care. Yours sincerely, Callum McQue Practice Manager

Dear Miss Dre, Thank you for your updated feedback regarding your experiences with Knoll Medical Practice. I am delighted that you've noted a significant improvement since your initial review. Patient access and communication are top priorities for us, and we've worked diligently to enhance these areas. We've recently welcomed new receptionists to the team, and we're very pleased with their contributions. As they gain experience, we anticipate a further reduction in phone wait times for our patients. We are incredibly proud of our dedicated and professional nursing team. They consistently go above and beyond, and I'd like to also acknowledge the outstanding work of our Healthcare Assistant, Jess. I'm pleased you've found them all to be so helpful. I will share your constructive feedback with the nursing team, Dr. Aksoy, and the wider practice team. Your continued feedback is invaluable in helping us improve the patient experience. Thank you again for taking the time to share your thoughts. Yours sincerely, Callum McQue Practice Manager

Dear Zoe, I appreciate you taking the time to share your feedback on your experiences with Knoll Medical Practice. I sincerely apologise for the difficulties you've encountered while trying to access our services. I am deeply concerned to hear that our website has been experiencing crashes and that you felt shamed during your phone calls to our team. We are committed to providing all our patients with a positive and supportive experience, and I am truly sorry that this was not the case for you. We acknowledge that the current state of primary care access presents significant challenges for patients across England and the UK, impacting their health and well-being. I want to assure you that the entire team at Knoll Medical Practice is dedicated to enhancing the quality of care we provide to all our patients. We encourage all patients to utilise our online triage system, accessible via our website or the NHS App, if possible. We understand that digital access may be limited for some. Therefore, we have dedicated resources to ensure those who cannot use online services can still access appropriate care. This includes alternative methods for contacting the practice and receiving support, such as speaking to our reception team directly. Please be assured that all triage submissions are reviewed promptly by our dedicated GP triage team on the same day of submission. Patients will typically be contacted on the same day, with priority given to urgent matters I'd appreciate the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Megz Lowrey, Thank you for sharing your feedback on your experiences with Knoll Medical Practice. I am deeply concerned to read about your negative experience with our reception team, particularly your feeling of being rushed off the phone. At Knoll Medical Practice, we strive to provide compassionate and attentive care to all our patients. It is never our intention to make any patient feel that their health concerns are not being listened to or taken seriously. While I respect your individual experience, I want to highlight that we consistently receive positive feedback regarding our reception team. For example, recent patient feedback includes comments such as: • "Extremely kind reception and other medical staff" • "Front desk are very helpful and understanding. The doctors to are really good" • "Helpful receptionist that arranged the appointment a few weeks ago and excellent doctor who listened" These positive comments demonstrate the dedication and professionalism of our reception staff. I'd appreciate the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Onur Cak, I appreciate you taking the time to share your feedback on your experiences with Knoll Medical Practice. I am truly sorry to hear that the appointment booking process caused you fear. Our goal is always to provide a supportive and reassuring experience for all our patients. To improve access and efficiency, we utilise a GP-led online triage system. This involves completing an online form, available on our practice website or via the NHS App, to describe your health concerns. Our GP triage team then reviews your information and determines the most appropriate course of action. We encourage all patients to utilise our online triage system, accessible via our website or the NHS App, if possible. We understand that digital access may be limited for some. Therefore, we have dedicated resources to ensure those who cannot use online services can still access appropriate care. This includes alternative methods for contacting the practice and receiving support, such as speaking to our reception team directly. I apologise if you've experienced any confusion with our appointment booking process. I'd appreciate the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Reece, Thank you for sharing your feedback on your experience with Knoll Medical Practice. I am deeply concerned to hear that you found our staff to be rude. At Knoll Medical Practice, we are committed to providing all our patients with a positive, empathetic, and caring experience. I sincerely apologise if your recent interaction did not meet this standard. While I respect your individual experience, it's important to note that we consistently receive positive feedback from our patients. For example, recent comments include: • "Extremely kind reception and other medical staff" • "Front desk are very helpful and understanding. The doctors too are really good" • "Helpful receptionist that arranged the appointment a few weeks ago and excellent doctor who listened" • "Staffs are friendly and informative, answer my queries, very helpful" These positive comments reflect the dedication and professionalism of our entire team. I'd appreciate the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Carole Phillips, Please accept my sincerest condolences on the loss of your husband, Bryan. I understand that you are deeply saddened and angry, and, on behalf of the entire practice team, I would like to extend our deepest sympathies for your loss. I understand that this is a difficult time, but if you would like to discuss this further or have any questions, please do not hesitate to contact me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Nyomik, Thank you for taking the time to share your feedback about your experience at Knoll Medical Practice. Your input is invaluable and helps us to continuously improve the care we provide to our patients. I understand your frustration regarding your recent experience with our practice. We strive to provide high-quality care to all our patients, regardless of the severity of their health concerns. We are committed to improving patient access and I apologise if you feel you haven't received the level of care you expect. In the last 90 days, we offered over 9000 appointments across various clinical disciplines, including GP consultations, nurse appointments, and allied health professional services. We continue to offer both face-to-face and remote appointments (telephone/video) to best meet the needs of our 14,000+ patients. We understand that accessing timely appointments is a significant challenge for many patients. We are actively working to improve access across all our services, including increasing appointment availability and exploring innovative ways to deliver care. I'd welcome the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Nikki, Thank you for taking the time to provide a review of your experiences with Knoll Medical Practice. All feedback is vital as it allows us to better understand the wider patient experience and modify our working practices accordingly. I sincerely apologise for the difficulties you've experienced in trying to book an appointment and I understand your frustration and the impact this is having on your health. Demand for appointments is currently very high, and we are working hard to increase availability. At Knoll Medical Practice, we use a GP-led system to review all appointment requests. This helps ensure you see the right healthcare professional at the right time. We encourage you to book appointments online through the NHS App or on our practice website. It's quick and easy, and your request will be reviewed by a doctor the same day. By encouraging online appointment requests, we aim to ensure that our most vulnerable patients, such as the elderly, those with disabilities, and those who lack internet access, have easier access to our practice via the telephone or in person. Accessing primary care services is a significant challenge for many patients across the UK. This is due to a complex interplay of factors, including: • Declining GP workforce: Fewer GPs and GP partners are available to provide care. • Increased patient complexity: Long waiting lists for hospital care lead to more complex patients being managed in the community. • Aging population: An increasing elderly population with greater healthcare needs. • Years of underfunding: Inadequate investment in primary care has strained resources and limited capacity. These factors have contributed to reduced access for patients. I'd welcome the opportunity to learn more about your experiences. You can reach me directly at [email protected] Yours sincerely, Callum McQue Practice Manager

Dear Shabab Ahmed, Thank you for sharing your feedback. I'm concerned to hear about your recent experience, as we always aim to provide a compassionate and supportive environment for our patients. I would like to clarify a few points regarding our access routes, as some of the information in your review does not align with how our practice currently operates. Our online submission forms for appointments and administrative requests are open from 08:00 to 18:30 every weekday. We do not limit this to a small window; in fact, we have not implemented any caps or closures to this service since October 2025, aside from a couple of rare, unavoidable practice emergencies. I'm are also surprised by your experience with our phone lines. Since introducing our new EMMA telephone system, we have already seen a positive impact on call handling at Knoll Medical Practice. Our data shows that the average time patients spend in the queue waiting to speak directly with a Knoll Receptionist has reduced to around 6 minutes on average. This means patients requiring support from our reception team are reaching them more quickly, while EMMA helps manage routine enquiries efficiently. EMMA is now helping to manage around 61% of incoming calls, with an average call duration of 3 minutes 23 seconds, making us easier to get through to than ever before. Our team works incredibly hard under immense pressure, and through our regular Friends and Family feedback, we frequently receive high praise for our reception team’s helpfulness and dedication. If you have experienced a specific issue with a member of our team, we would welcome the opportunity to investigate this further. Please don't hesitate to contact the practice directly so we can look into your account and discuss your concerns. Yours Sincerely, Callum McQue Practice Manager

Dear Mr Perry, Thank you for your review of your fathers experience with Knoll Medical Practice. It's really important that patients, or family/advocates, feel able to feedback to the Practice whether that feedback is positive or constructive following an instance where we have failed to meet expectations. I was really saddened to read through your review and understand your fathers interactions and experiences with the Practice. I would be keen to investigate further and liaise with you directly regarding my findings. If you would like to discuss your concerns in more detail I can be contacted directly at [email protected] Yours sincerely, Callum McQue Practice Manager