Knoll Medical Practice

Reception staff were rude and wouldn't listen

I am extremely disappointed with the telephone reception staff once again. I submitted a prescription request for myself and a family member several days ago. When I contacted the pharmacy to collect it, I was informed it was not ready. I then called a receptionist the following morning to inquire about the status. She indicated she had the request in front of her and was uncertain why it had not been processed, stating she would pass it along shortly. When asked what I should do, I was told to ring back later that day. Upon calling back, I spoke with the same receptionist, who I found to be dismissive and lacking in courtesy. She interrupted me repeatedly and appeared eager to end the conversation, insisting I use the online system before abruptly disconnecting the call. I called again and requested to speak with the prescription department, which was initially refused. A subsequent call connected me with another staff member who transferred me to the prescription team. However, they were equally unhelpful, claiming the prescription was not on file. I explained it had been submitted well in advance. They suggested I use the 111 service to obtain my medication, which I knew was not appropriate for my prescription type. On another call, I was told the pharmacy had not sent it, contradicting what the receptionist had said that morning. I contacted the pharmacy directly, and they confirmed they had submitted it promptly with documentation to prove it. The pharmacy staff called the practice on my behalf. I subsequently received a call explaining the prescription had been filed under another patient's record, accompanied by a brief apology and assurance it would be available the next day. However, I still do not have my medication as it now requires reordering. This situation has caused me considerable stress whilst managing work commitments, and I am frustrated by the rudeness and inefficiency I experienced from the reception team. I was particularly upset that my request to speak with the appropriate department was refused and the call was terminated. This level of service would be unacceptable in most professional environments.

Reception staff dismissive when booking appointments

The reception staff appeared dismissive during appointment booking, declining to review my medical records and questioning the accuracy of what I was explaining. I spent more than two weeks attempting to secure an appointment, including efforts to clarify my situation, but was directed toward an online consultation system that becomes unavailable each morning after 8:30am, which conflicted with my work schedule. Multiple attempts to reach the practice by telephone were unsuccessful. Once my details were finally recorded, it emerged that an appointment slot was already available and was subsequently arranged for the following day. When I attempted to discuss this matter further with the receptionist, they appeared dismissive and indicated the issue was resolved, suggesting I leave. That said, the clinical staff have provided excellent care throughout. The appointment scheduling process is where the practice's service falls short.

Quick response when you need urgent help

When facing a serious health matter that requires prompt attention, this practice demonstrates responsiveness and takes action quickly. I experienced a urinary tract infection but had an allergy to the standard medication typically dispensed by a pharmacist, yet I received an alternative prescription from my GP on the same day. The team has also been instrumental in supporting me through various challenges related to obtaining my regular medication for attention deficit hyperactivity disorder. The online consultation system has undergone noticeable improvements and works well. The practice consistently ensures that my routine health monitoring appointments are scheduled appropriately. The clinical staff members are approachable, attentive, and meticulous in their approach. Given the range of health concerns I've dealt with over time, I recognise that they manage an extensive caseload. I genuinely appreciate the service provided by the NHS and this practice.

Thorough care and helpful reception staff made the difference

I wanted to express my gratitude to the clinician who saw my young child. They demonstrated thoroughness and patience, and provided attentive care throughout the appointment. They are clearly a valued member of the practice. Thank you. I'd also like to mention another clinician I consulted with previously who was similarly excellent and meticulous in their approach. Thank you to both practitioners and the reception staff who, despite their busy schedules, consistently go out of their way to be helpful and supportive.

Struggled to get through on the phone

I had a very disappointing experience with this general practice and the care provided.

Appointments disappear too quickly on the system

This practice is deeply disappointing. I rarely seek medical attention, but now find myself in genuine need of an appointment. Unfortunately, the online booking system makes this nearly impossible, as available slots disappear almost immediately. I'm unable to consistently access the phone line at opening time due to work commitments, so I've stopped attempting to book altogether. My elderly mother, who also avoids troubling healthcare providers, was directed to contact an alternative service, which I felt was an inadequate response to her needs. After I encouraged her to persist, she eventually received a callback, though she genuinely requires an in-person consultation. This situation feels wholly unacceptable.

Family's been going there for decades

Has been an excellent choice for our family for over 50 years! Highly recommended ⚡

Long waits before any action taken

I would rate this experience even lower if the system allowed it!! My daughter had to wait a fortnight before securing an appointment, only to learn she would need to wait an additional five weeks for a telephone consultation to discuss next steps regarding her eye discomfort. By the time any intervention occurs, nearly two months will have passed since the initial request....deeply disappointing. I dread to consider the waiting times for those presenting with less urgent concerns.

Receptionist rushed me through my concern

I had a disappointing interaction with the reception staff. I felt they were dismissive and hurried during our conversation, which made me uncomfortable as a patient seeking care. I had concerns about a medication that was prescribed and believed there may have been an error, but when I raised this, I was directed to complete an online consultation rather than having my query escalated directly to the clinical team. I felt this was an inappropriate response given the nature of my concern, as this involved a prescription medication for treating an infection rather than a minor over-the-counter remedy, and I believe the reception team should have prioritised getting my question to the doctor immediately.

Impossible to book appointments here

It is extremely difficult to secure an appointment at this practice. When one does become available, consultations are conducted remotely and require an extended waiting period. The overall accessibility and responsiveness of the service falls well short of expectations.

Reception staff made me feel welcome

This practice has been the most impressive GP service I've experienced to date. The front desk team provides exceptional support.

Staff were helpful when I needed support

I was unwell, and the practice assisted me in recovering. Despite facing significant pressures and resource constraints within the healthcare system, the team demonstrated dedication and flexibility. I received excellent care throughout my visit.

Couldn't book an appointment when needed

Extremely difficult to secure a consultation slot at this practice.

Booking system failures leave patients frustrated

This practice is discouraging. There are difficulties booking appointments, and while they direct patients to use their online system, the online platform appears to have technical issues. Staff frequently suggest contacting alternative services instead. It raises questions about the value of the practice when appointment access and doctor consultations are challenging to arrange. The overall service experience has been disappointing.

Receptionist refused to book urgent appointment for sick baby

Even one star feels too generous for this practice. As noted in other reviews, scheduling an appointment is consistently problematic. When my child needed urgent attention due to a high temperature and was directed by another healthcare provider to be seen promptly, the reception staff member was dismissive and unhelpful. They stated that no appointments were available regardless of the circumstances and suggested attending an alternative facility or contacting the out-of-hours service instead. It seems counterproductive to have a GP practice if urgent cases cannot be accommodated in a timely manner. In summary, I have not experienced such poor, exasperating and unsatisfactory service from any healthcare provider in my experience.

Quick response and helpful referrals made

An excellent practice that responded promptly to my submission through their online consultation system for my child. Within a couple of hours, I received a telephone call to arrange an immediate in-person appointment, and the appropriate onward referrals were organised without delay. The reception team were courteous and welcoming throughout.

E-consult system doesn't work as advertised

This is my third general practice, and I have found the service to be disappointing. The online consultation system indicates availability from 8am to 6pm, however it appears to become unavailable shortly after the opening time. Additionally, I found the reception staff to be unhelpful and lacking in courtesy when I attempted to seek assistance.

Econsult system closes too early for working people

Like other feedback received, this practice has created significant barriers to obtaining appointments. The online consultation system presents considerable challenges—while advertised as available from 8am-6pm Monday to Friday, it frequently becomes inaccessible after only an hour or two in the morning, creating difficulties for those with morning commitments. Reception staff responses have been perceived as unhelpful and dismissive, with patients repeatedly directed back to the online form despite its frequent unavailability. When the online system is accessible, the question format is so narrowly tailored that it becomes challenging to accurately describe the reason for the appointment. The clinical staff appear competent, however the appointment access process is so demanding that alternative registration may be worth considering.

Reception staff weren't helpful with my disability needs

I have a disability and found the reception staff to be unhelpful, as they appeared unwilling to assist me.

Online form kept failing to submit

I've had repeated difficulty accessing the online consultation system, which has been quite disappointing. Some reception staff could benefit from developing their communication approach and interpersonal skills. The practice was notably better when it was located at its previous site, and the current standard falls short of what it once offered.