Knebworth & Marymead Practice
7 St Martins Road, Knebworth, Hertfordshire, SG3 6ERContact details and opening times
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Reviews
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Review titled Star staff member on prescriptions
Rated 2 stars out of 5
by Kathlene Brown - Posted on 04 November 2024
Having had ongoing problems since April over missing paperwork sent from my Parkinson specialist after attending surgery last week with paperwork confirming amendments to my medication then receiving confirmation this amendment sent to pharmacy… only to again receive an incorrect prescription! Today I called and to my delight spoke to a lady who is extremely efficient patient and helpful immediately spotted the correct requirement and arranging to issue correction to prescription today. This is not the first time this lady has come to my rescue and to hear her voice was such a relief. Thank you so much , such a shame I cannot name you you in person you are an asset to this practise
Visited November 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Really bad communication
Rated 1 star out of 5
by Anonymous - Posted on 22 October 2024
Total triage Can't get through on phone line to speak to anyone. The online form doesn't cover all needs we have. I'm a unpaid carer for my elderly Mum who has memory issues. I don't have the time to spend hours on the phone or to try to fill in a form at 8 in the morning that frequently closes and is then unavailable The form doesn't fill our needs. We don't know if and when someone will call back. I don't have a phone in my pocket wherever I am. Or am able to answer at whim. With other commitments. Driving, working etc. We need a call line, with an answer available quickly or quick call back service. Practice needs better phone lines. More staff to answer or provide automatic call back. Separate line for admin. Or non appointment calls.
Visited October 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Poor and Deceiving Service
by Eugene - Posted on 23 October 2024
I had a Fungal (Very bad since 2 years ago) and went to my former GP Surgery in Stevenage and they prescribed (Terbinafine 250mg) but because i was told by GP then that the medication need to be monitored with blood test to make sure it doesn't affect my liver then i decided to use alternative medicated nail lacquer (CURANAIL)to cure the Fungal, hoping that would help but it just gets worse. I was surprised Knebworth and Marymead Surgery said NHS doesn't prescribed Terbinafine medications anymore, that i should go to private but i have consulted Teladoc Private Health GP and he said that is not true, but he stress that Knebworth and Marymead can decide not to prescribe medications (terbinafine) but not to said that NHS doesn't prescribe it. This Medication was prescribed at the GP Surgery in Stevenage so why Knebworth and Marymead refused and hang it on NHS?
Visited October 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Appointments
Rated 3 stars out of 5
by Paul Thompson - Posted on 24 October 2024
Does anyone reading these comments have the faintest idea how to book an appointment these days? I am reasonably intelligent and have tried the NHS site and knebworthandmarymead site repeatedly, but still haven't got a clue. All that is required is renewal of a pathfinder prescription, thanks goodness it is nothing else.
Visited October 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Shockingly poor service
Rated 1 star out of 5
by Anonymous - Posted on 10 October 2024
I tried to contact this surgery today and after waiting on hold for 20 minutes was cut off! It appears that every possible route is being taken to avoid patients being seen at this surgery! Closing for lunch between 1.00pm and 2.00pm every day and then midweek Staff Training Days. All this puts unnecessary pressure on pharmacies and the brilliant 111 service. I would suggest dumping all GP surgeries and instead invest in 111 as NHS funds are being misappropriated.
Visited October 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Patient, Thank you for your feedback, and I’m sorry to hear about your frustration with the service you experienced. I understand your concerns regarding the lunchtime closure and training days. Most practices, including ours, close for a short period at lunchtime to manage visits, paperwork, and ensure staff can take a break. Additionally, the training days are mandatory for all GP practices in our area to ensure we continue to provide the highest standard of care. We acknowledge the issues with our phone system and are doing our best to update it. I apologise for the inconvenience this has caused and appreciate your patience as we work towards improvements. Best regards, MS
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Review titled Never Send Repeats
Rated 1 star out of 5
by Anonymous - Posted on 15 October 2024
I have had the same prescription for 3 years but in the past year they have successfully sent 1 repeat prescription. The rest have to be chased multiple times before they even consider sending it. This month they sent a prescription request a week after I picked up my prescription and haven’t bothered to send one again this month.
Visited October 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Not acceptable!
by CML - Posted on 25 September 2024
I have just waited 2 hours on the phone to ask about an email I received and to book a flu jab for myself and my husband. Fed up with waiting I had to drive to the surgery (I have mobility issues) with my phone still ringing only to find a receptionist just sitting at the desk and no phone ringing! When I explained that I had been on hold for over two hours, the last 30 minutes as ‘number1’ in the queue, I was told “It must be a fault on the system, a 2hour wait is not right, that’s not really acceptable”. I was then told “My colleague has just answered the phone” so I held my phone up to her (still on hold) and said “Well it wasn’t my call was it and I’m meant to be number 1 in the queue! At no time was an apology offered, just reiteration that it must be a fault on the system! When it came to booking a flu jab the only appointment the young lady offered was with a gap of 35 minutes between myself and my husband. I was then told it might be better to go to my local pharmacy. I am extremely frustrated about the state of this practice. What is going wrong. This is the last straw and I would really like an apology for the stress and anxiety this experience today has caused me.
Visited September 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear CML, Thank you for your feedback, and I am truly sorry to hear about your frustrating experience. Waiting on the phone for such an extended period, especially given your mobility issues, is completely unacceptable, and I sincerely apologise for the stress and anxiety this has caused you. It sounds like there was indeed a fault with the phone system, but that doesn’t excuse the lack of an apology or proper support when you came into the surgery. We are actively working to update our phone system to prevent situations like this from happening again, and I will ensure the matter is raised with the team to improve the way we handle these issues in future. Regarding your flu jab, we understand that appointments should be more convenient for couples, and I am sorry this wasn’t offered. We will review our booking processes to make them more accommodating. Once again, I sincerely apologise for your experience and thank you for bringing this to our attention. Best regards, MS
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Review titled Poor service
by Adele smith - Posted on 16 September 2024
Did an online prescription request for folic acid as high risk pregnant. I gave 10 days notice, more than the practice needed. I was on honeymoon when nurse called about my asthma. I asked about my folic acid and she said it was ready. Upon collecting it I was told the Dr's have nit done it. I called and spoke to unhelpful receptionist who said she cannot help, I'm to call back or do triage. I asked if she was able to speak to Dr ir do triage on my behalf as I was stressed and high risk abd due at hospital - I was told no. I said the phone message Sat's they can do it on our behalf and I was met with no! I then contacted 111 who sorted it. I then did triage form as it was originally closed after 15 mins of opening Monday morning. I was not rude but factual in my request saying what I had encountered- providing dates and a true description. I then received a text saying they've sorted my prescription and I got a reminder not to be rude as they're doing their best. Apologies but in my eyes you are not, your systems do not work and you left a high risk pregnant woman unsupported and caused additional stress. I followed policy but staff misadvised me, lied on the phone and subsequently I have the right to ask for needed medication. Please think about your messages to high risk people. You are supposed to provide a service and did not do that.
Visited September 2024
Review titled Knebworth & Marymead Practice
Replied on 26 September 2024
Dear Patient, Thank you for your feedback, and I’m truly sorry to hear about your experience. I completely understand how stressful this must have been for you. It is concerning to hear that there was confusion around your prescription and the way the situation was handled. You should have been given the correct advice and I sincerely apologise for the inconvenience and stress this caused you. We are reviewing the situation to ensure this does not happen again. We appreciate your patience, and I want to assure you that we are working on improving our systems and communication to provide better support to patients, especially in high-risk situations. Thank you again for raising this with us. Best regards, MS
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Review titled Very disappointed
Rated 1 star out of 5
by Sue - Posted on 06 August 2024
My 80 year old Mum called to make a doctors appointment only to be told that that they can’t make appointments on the phone any longer and she must do it on line - she explained that she doesn’t have on line access to be told ‘get your children to do it’ this is unacceptable- surely there should be exceptions for older people that cannot access technology- she can’t be the only older person who has these issues
Visited August 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Sue, Thank you for your feedback, and I’m very sorry to hear about your mother’s experience. We understand that not everyone, especially some older patients, has access to or feels comfortable using online systems, and this should have been handled with more understanding and care. While we encourage online appointment requests where possible due to the temperamental nature of our phone lines, there are certainly exceptions for patients who cannot access technology. Your mother should have been offered an alternative, and I apologise that this didn’t happen. Please be assured we will review our processes to ensure that all patients, regardless of their access to technology, are supported in booking appointments. If your mother still needs assistance, please contact us directly, and we’ll be happy to help. Best regards, MS
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Review titled Total Triage
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2024
Total Triage means it's impossible as an unpaid relative carer for an elderly Mum who is registered at this practice to contact or have any helpful communication with this practice. It's just as difficult getting appointments with Knebworth. You can only complete a form 1st thing in the morning when I'm unavailable or phone and your held in a queue of 15 on average. Then may get called back. Have to remain near a phone all day and the next. Being a busy caree who juggles responsibilities it's impossible. She can't complete the online form or links from a simple mobile phone. She has undiagnosed dementia. She hasn't had a face to face appointment with a GP for the last year. Just telephone appointments with advanced practicioners who she thought were GPs . She's been wrongly diagnosed, given medicine by the out of hours service that is unsuitable because of other conditions she has. Referred to Hospital without an examination first. Appointments organised at the Hospital we find difficult to attend, when there is a more easily accessible one locally. letters sent straight to her, when she doesn't read them or loses them. She's not able to remember phone calls, she's not good at explaining symptoms on the phone.
Visited August 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Patient, Thank you for your feedback, and I’m sorry to hear about the challenges you’ve faced in caring for your mother. We understand that our total triage system can be difficult, especially for carers managing the health of elderly relatives with complex needs. Our triage system is designed to prioritise care based on clinical need, but we recognise that it can be challenging for those who are unable to complete forms or remain available for callbacks. In situations like yours, we encourage you to reach out to us via our online service or ask a member of staff for alternative ways to communicate, so we can ensure the right care is provided. I apologise for the difficulties you’ve experienced, and we will review how we can better support carers and patients with similar needs. If you need further assistance, please let us know through our online channels or by visiting the practice in person. Best regards, MS