Knoll Medical Practice
one year ago CP
Caroline P. 2 years ago • From Google
Bad
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.
Dear Mrs Powell, Thank you for taking the time to note down your experiences with Knoll Medical Practice and for publishing your review. It’s important that we hear and see patient feedback as it allows us to better understand and appreciate the patient experience. It also gives us the opportunity to review our protocols to ensure that we are providing the best possible care for our patients. I’m sorry that you have found accessing an appointment at the practice challenging. We operate a total triage service here at Knoll, this allows us to provide patients with the most appropriate care, with the most appropriate clinician, first time. Patients can submit a triage form via our practice website, via the NHS app, or for those unable to access or utilise online services patients can still call reception and a member of our team will complete a triage form on their behalf. While we do ask patients requiring same day appointments to contact us in the morning, patients don’t need to submit a triage form at precisely 0800. Last week, on average, our triage submissions didn’t reach capacity until around 1045, while on some specific day’s capacity was reached as late at 1200 midday. Patients seeking same day care who contact us after we have utilised all of our same day appointments will rightly be signposted to other allied healthcare providers and services, such as NHS111 or local urgent treatment centres. We’re working extremely hard and exploring many options via which we hope to improve our capacity and access. If you would like to discuss your concerns with me in more detail please don’t hesitate to contact me directly at the following email address - [email protected] Yours sincerely, Callum McQue Practice Manager
Michael W.