Knoll Medical Practice
3 months ago SA
Shabab A. one year ago • From Google
Bad
I found the reception experience at this GP surgery to be quite disappointing. The staff interactions felt unwelcoming, with a manner that came across as unhelpful and lacking in warmth. This was particularly frustrating given that patients typically arrive already feeling vulnerable and seeking support. Booking an appointment presented significant challenges. The telephone lines were difficult to access, and when contact was made, the interaction felt impersonal and discouraging. The online booking system offered only a limited timeframe for availability each day, which meant many patients had restricted options for scheduling. It is concerning that a healthcare facility's initial patient contact falls short of the standard of care and consideration one would expect. The reception experience detracted from what should be a supportive environment. For those seeking a more accommodating approach to appointment scheduling and patient interaction, alternative providers may be worth considering.
Dear Shabab Ahmed, Thank you for sharing your feedback. I'm concerned to hear about your recent experience, as we always aim to provide a compassionate and supportive environment for our patients. I would like to clarify a few points regarding our access routes, as some of the information in your review does not align with how our practice currently operates. Our online submission forms for appointments and administrative requests are open from 08:00 to 18:30 every weekday. We do not limit this to a small window; in fact, we have not implemented any caps or closures to this service since October 2025, aside from a couple of rare, unavoidable practice emergencies. I'm are also surprised by your experience with our phone lines. Since introducing our new EMMA telephone system, we have already seen a positive impact on call handling at Knoll Medical Practice. Our data shows that the average time patients spend in the queue waiting to speak directly with a Knoll Receptionist has reduced to around 6 minutes on average. This means patients requiring support from our reception team are reaching them more quickly, while EMMA helps manage routine enquiries efficiently. EMMA is now helping to manage around 61% of incoming calls, with an average call duration of 3 minutes 23 seconds, making us easier to get through to than ever before. Our team works incredibly hard under immense pressure, and through our regular Friends and Family feedback, we frequently receive high praise for our reception team’s helpfulness and dedication. If you have experienced a specific issue with a member of our team, we would welcome the opportunity to investigate this further. Please don't hesitate to contact the practice directly so we can look into your account and discuss your concerns. Yours Sincerely, Callum McQue Practice Manager
Michael W.