Knoll Medical Practice
one year ago TC
Tolis C. one year ago • From Google
Bad
Deeply disappointing experience with this practice. Attempting to access a GP appointment feels futile. Calls result in being asked to ring back the following day, repeatedly. The practice advertises same-day triage for online submissions — however, actually completing one proves difficult. The online booking system becomes unavailable shortly after opening each morning, preventing most patients from submitting requests. This doesn't feel like genuine healthcare — it appears to be a system focused on managing appointment numbers rather than patient access. The approach seems designed to present a responsive image whilst effectively delaying care. It feels frustrating and potentially problematic. Patients should receive substantive support, not administrative obstacles. Consider alternatives if timely access and wellbeing matter to you.
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
Helen f.