Knoll Medical Practice
one year ago DP
Doug P. one year ago • From Google
Great
Lost its moral compass (thankfully only temporarily it seems) I have had to update this review as I can't find a way of writing a new one. A routine request from the surgery required that I needed some fairly urgent assessment and I cannot fault the service I have received. I felt the need to give a positive review and publicly thank all those involved when things are done well and not just leave a negative one when things are done poorly. original review If you can remember a time when you rang for an appointment, saw a clinician, who wrote a prescription based on direct consultation, which was fulfilled the same day at the local pharmacy, then don't come here you are likely to be disappointed. My experience. Online consultation if you are quick enough before the system reaches capacity for the day. Wait till the following day (try again) You don't get to see a clinician in person, required to send in photos so clinical staff can review at their convenience. Then prescribed a prescription that couldn't be fulfilled. Nobody appears to know what is being manufactured anymore. Travel to surgery to explain the problem (Lovely people on reception who are bearing the brunt of patients' displeasure and frustrations at the service level) to be told nothing can be done to correct the issue till the following week. Surgery supposed to call to say an in-house pharmacist will ring but they don't, I find out by ringing them myself. Lovely in-house pharmacist (who is working remotely) solves the issue and says the prescription has been sent for authorisation and will be at the pharmacy that afternoon (they even checked stock availability). Travel to pharmacy, nothing there, returned to surgery, to be told it is still awaiting authorisation. Try again the next day. It's now several days later and counting. I find this unacceptable and will be making a complaint to the relevant health authority. It won't make any difference of course. As some clever person once said you are better off training up to be a clinician and seeing yourself. I look forward to seeing the standard response from the practice management who I notice has given up making up new phrases to defend the situation. Update I had a detailed response from the practice management in it I am informed that the prescription was issued at 18:05, 5 minutes after the pharmacy shuts! QED
Dear Mr Poll, Thank you for your review and for taking the time to feedback on your experience of the services provided by Knoll Medical Practice. It’s really important that patients feel able to feedback to their practice and I’m grateful for your constructive review. I’m disappointed that you feel that the Practice provides cut and paste responses, I can assure you that this is not the case. Since joining the Practice in December 2023 I have tried my best to respond to all new patient feedback and provide a bespoke response each time, I would direct you to our NHS choices feedback should you wish to review. It’s challenging to address concerns online, as I must ensure that data protection and GDPR rules are taken into account, therefore I cannot address specific concerns via online platforms. I therefore offer patients the opportunity to discuss their concerns directly, should they wish, at which point I can fully address their specific experiences. I will contact you directly to discuss your concerns in more detail but can be contact at the following email address - [email protected] Yours sincerely, Callum McQue Practice Manager
Michael W.