Knoll Medical Practice

Reception staff didn't help with appointment issue

The reception staff were unhelpful and unfortunately made another error with my appointment scheduling.

Couldn't get through to speak with anyone

Absolutely dreadful experience. I'm dealing with a serious inflammatory condition causing constant discomfort and significant mobility limitations that affect my daily activities. Unfortunately, the practice has been unable to provide adequate support or facilitate meaningful contact with a clinician to address my needs.

Difficult website and dismissive reception staff

It is extremely challenging to obtain an appointment with a clinician. The online booking system is difficult to navigate. The reception staff displayed unhelpful attitudes when I made enquiries. This level of service falls short of what one would anticipate when seeking medical assistance. I found the experience quite unsatisfactory.

Online system barriers for elderly patients

I recently visited the centre hoping to arrange an appointment with my named healthcare provider, which proved to be very difficult. After being a patient at this practice for three years and having experienced significant health concerns, I felt a face-to-face consultation was a reasonable request, yet I was directed to use an online system instead. When I sought to arrange a health review for my elderly husband, I received the same response directing me to the online portal. Additionally, I received correspondence advising me to enquire about an additional vaccine as I fall into an eligible category, but was instead directed to contact an external number. As both my husband and I are elderly and not comfortable with digital systems, we found the lack of alternative support frustrating. Some of the reception staff interactions left us feeling disappointed. I would prefer to be able to book appointments through a more straightforward process rather than the current assessment system.

Staff really listened and helped with my concerns

The team at this medical practice have consistently demonstrated helpfulness and compassion whenever I have reached out to them. They have shown a genuine willingness to assist and work towards resolving any concerns I have raised regarding the care provided to my family members. On this particular occasion, a member of staff went above and beyond with their support, and I would like to express my gratitude to them and the wider team for their dedication and commitment to their work.

Staff went the extra mile with follow-up calls

I had been attempting to obtain results from an urgent blood test for several days, with each inquiry resulting in being asked to check back the following day. My anxiety was increasing during this period. A member of staff took charge of the situation and resolved it promptly, making multiple calls to me and coordinating for a clinician to contact me directly. This person demonstrated kindness, understanding, and professionalism throughout. I have consistently been satisfied with the standard of care I have received at this medical practice.

Quick response to online consultation request

I am new to this practice but am really impressed with the clinical team. They are extremely helpful and very professional. After completing my details for an online consultation, I received a phone call within hours. The healthcare professional I spoke with was extremely understanding and helpful. I have never been made to feel I am wasting their time.

Reception staff took time to listen

I had an excellent call with a member of the reception team today. Not only did I receive assistance with scheduling my appointment, but they also took the time to listen to my concerns and provided information about several other matters I raised. I was particularly impressed by their interpersonal skills and approachable manner. I wish all staff members could demonstrate such professionalism and care. I would recommend hoping to connect with someone equally helpful when you call.