Knoll Medical Practice

E-consult system makes appointments impossible to book

Despite the practice and its team being excellent, the appointment booking system creates significant frustration. I've been dealing with persistent health difficulties, and my condition makes maintaining a regular sleep schedule extremely challenging. This means I'm often unable to access appointments during the booking window and have had to contact alternative services instead. While those alternative services have been helpful, I shouldn't need to rely on them simply because available slots fill very quickly in the morning, which undermines the purpose of the online booking system if it's only accessible for a short timeframe before becoming fully booked. This leaves patients like myself facing lengthy waits for appointments. When experiencing acute symptoms such as severe pain or significant discomfort, there's a delay in even booking through the system, followed by another extended wait until the actual appointment. This creates an unacceptable gap in accessing care. I would genuinely like to provide a more positive assessment, but the current appointment access situation represents a substantial barrier to receiving timely care.

Efficient booking system despite being stretched thin

The practice operates under considerable demand and capacity constraints, yet demonstrates impressive organisational efficiency. The online consultation system has its limitations, but my family and I have consistently been able to secure appointments when required, typically within a day. The administrative staff excel at managing appointment scheduling, vaccination bookings, and ensuring documents are processed and forwarded promptly. The reception team handles significant pressure and challenging interactions from patients and visitors, yet I have consistently experienced them as supportive, conscientious and well-organised. I have been a patient for eight years and intend to remain with the practice. Throughout my time, I have encountered various clinical staff members, each of whom has provided thorough and attentive care.

Emergency appointment took far too long

I needed an urgent prescription but was unable to obtain one. Instead, I was offered an 'emergency' appointment with the pharmacy team, though this was scheduled several days in the future.

Receptionists unhelpful when booking appointments online

The reception staff appeared to be in a negative mood, though the reason was unclear, and seemed unwilling to assist. My wife has been having difficulty securing an appointment through both phone and online booking systems. The staff came across as inflexible and gave the impression they were unable or unwilling to support patients seeking care. This was frustrating to experience.

Felt unheard during the appointment

Had a disappointing appointment. The consultation did not meet my expectations. I felt that my concerns were not fully heard, and instead there was an emphasis on questioning my circumstances rather than addressing my needs. I believe a more attentive listening approach would have been beneficial. I would welcome the opportunity to discuss this experience with the practice.

Receptionist was helpful and e-consultation worked well

I continue to receive good service from this practice, beginning with courteous and welcoming guidance from the reception team during my phone call. On this occasion, I did not require an in-person appointment, and instead benefited from a swift and efficient e-consultation response that arrived within an hour, which proved quicker than travelling to the surgery would have been. I appreciate the support provided.

Booking process difficult, appointment delayed significantly

Contacted the practice at approximately 10am to arrange an appointment but was advised this was not possible and directed to complete an online form instead. Attempted to book through the online system but found no available slots. Called back to speak with reception staff, who suggested trying again the following morning using the e-consult form. Successfully submitted the e-consult form at 8am as instructed. The practice rang around 10am to inform me that an appointment had been scheduled for the following Wednesday. I was taken aback by this timeframe and explained to the receptionist that I needed to see a clinician the same day as it was important. The receptionist indicated that the clinician conducting the triage assessment did not consider the matter sufficiently urgent. I requested details about who had conducted the triage or asked if a message could be passed on regarding the importance of my situation. The receptionist became defensive and stated she was unable to identify who had performed the triage. After expressing my dissatisfaction, I was offered an alternative appointment for Friday morning, which I accepted as no other options were available. The booking process felt inefficient, the triage decision appeared dismissive of my concerns, and the interaction with reception staff was unsatisfactory overall.

Easy to book a face to face appointment

We recently joined this practice and are very pleased with our experience. The front desk staff are friendly and welcoming, and we found it straightforward to book an in-person consultation with a clinician.

Website booking system needs clearer design

It is challenging to secure an appointment at this practice. The online booking system, which patients are encouraged to use, lacks clarity and user-friendliness, suggesting it may not have been developed with patient needs as a priority.

Struggling to book appointments here

The reception staff came across as unwelcoming, and securing an appointment proved to be quite challenging. This was a frustrating experience overall, and I would advise others to be prepared for potential difficulties in booking.

Friendly reception staff made the visit pleasant

A satisfactory medical practice experience

Reception couldn't locate my referral details

I have found my experiences with this practice to be consistently unsatisfactory. When I relocated to the area, I was discharged from my previous healthcare provider due to the change in location. I required a regular six-monthly treatment. I was informed by my GP that once my blood test results came back, a referral would be arranged. At that time, I was told the referral was being processed. After three months without hearing anything, I contacted reception to check on the status of my referral and to find out where I stood on the waiting list. Reception was unable to locate any record of it. I called again as I still had not received any communication. Only then was I informed that the referral had just been sent that day. As a result, I ultimately received my treatment approximately a year later than it should have been. A similar situation occurred when another hospital requested I undergo a procedure. The referral for this was not submitted until I had followed up on it twice. This standard of service is unacceptable. I was fortunate to be proactive in chasing my care, but not all patients will do so. It should not be necessary for patients to repeatedly pursue their own referrals and treatment arrangements.

E-consult response took far too long

Submitted a detailed online consultation form and subsequently waited considerably longer than expected for a potential callback from a clinician.

Staff went the extra mile to help

A heartfelt expression of gratitude for the exceptional support received. The care provided went well beyond what was expected, and I am truly thankful. Recently had another positive interaction with the team, and I continue to be impressed by their resourcefulness and willingness to help. I appreciate their warm and personable approach, which makes the experience feel more welcoming. Nothing but praise for their efforts.

Reception staff were dismissive and unprofessional

The reception staff came across as condescending and confrontational during interactions. I found the informal manner of address to be inappropriate and unprofessional. Every contact with this practice has resulted in a negative experience.

Staff handled my problems with real kindness

I cannot express enough gratitude to the team at the practice for their compassionate and well-organised approach to addressing my concerns over the past couple of days. They have renewed my confidence in the quality of care provided by our health service.

Receptionist could be more polite on calls

The receptionist who handled my phone call could benefit from improving their communication style and manner of speaking. The practice might consider recruiting additional staff members with enhanced training for the reception desk.

Helpful receptionists and quick phone answering

We are relatively new to this practice and would strongly suggest it to others. Based on our experience thus far, the reception team has been pleasant and accommodating, with calls being answered within an acceptable timeframe. The clinical staff have also been approachable and friendly. We have found the electronic consultation system to be effective for our needs, and we have not experienced any difficulties in securing appointments, whether in person or by phone. We appreciate the service provided.

Helpful staff who really went the extra mile

All of the staff members I have encountered have been courteous, compassionate and competent, demonstrating genuine effort to assist me and exceeding what would normally be expected.

Quick appointment, felt properly listened to

Blood test appointment. Arranged through an online booking system with a local GP practice, and was rescheduled on one occasion due to illness, which was understandable. Arrived for my scheduled time and was promptly attended to, completing the visit in approximately 10-15 minutes. Really pleased with the efficiency and quality of care received. ❤️ NHS