Knoll Medical Practice
one year ago MM
M M. one year ago • From Google
Bad
The inability to arrange appointments through traditional methods is deeply frustrating. On multiple visits, I have observed older patients struggling with the online booking system. I am concerned about how this approach may be affecting access to care for those less familiar with digital platforms. This is disappointing.
Dear Patient, Thank you for sharing your feedback about your experience with Knoll Medical Practice. We truly value all feedback as it helps us understand how we can better serve our patients and ensure our services meet their needs. We understand that accessing healthcare can be challenging for some, and we want to assure you that we do offer alternative appointment booking options for vulnerable patients, including the elderly, those with disabilities, and those who may be digitally disadvantaged. We also have dedicated capacity specifically for these groups, ensuring equitable access to our services. While we operate a digital-first triage system, encouraging those who are able to use our online form (available on our website and the NHS app), this approach also helps us prioritise those patients who cannot use the online form and need to speak with our team directly. This system allows us to manage demand effectively and ensure timely access for everyone. We're committed to continuously improving the patient experience, both through the introduction of new technologies and processes to enhance efficiency, and through more tangible investments in our practice. We're pleased to share that we've recently added 148 new GP appointments each month, increasing both our same-day and routine appointment capacity. I want to emphasise that we absolutely offer alternative ways to book appointments for patients who cannot access digital platforms. These options include booking appointments by telephone and in person. I hope this information has reassured you that Knoll Medical Practice strives to provide fair and equitable service, despite the significant challenges currently facing primary care. Yours sincerely, Callum McQue Practice Manager
Helen f.