Knoll Medical Practice
19 Homefield Rise, Orpington, BR6 0FEContact details and opening times
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Reviews
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Review titled Rude receptionist
Rated 1 star out of 5
by Anonymous - Posted on 16 April 2024
After visiting your surgery today I was appalled at the way your receptionist spoke to the patient in front of me. She was extremely rude to the elderly lady & berated her for missing an appointment she didn’t know she had. Then when I asked about an appointment after requesting my details she told me I had to do an Econsult tomorrow morning. I don’t know why she needed my details when she wasn’t going to provide any helpful I formation. When I said I had been trying to book an Econsult she started shaking her head and basically accused me of lying by telling me that the number of Econsults that had gone through that me. She was was again extremely rude. If this is what ‘high quality excellent service’ is then I I hate to think what bad service is. I am arranging to move surgeries as this one is definitely not one I want anything further to do with.
Visited April 2024
Review titled Knoll Medical Practice
Replied on 17 April 2024
Dear Patient, Thank you for taking the time to leave feedback regarding your recent experience with Knoll Medical Practice. I am disappointed to read about your experience and that you felt that a member of our reception team was extremely rude to an elderly patient and left you feeling appalled. It is absolutely never our intention to provide anything other than top quality care and this expectation includes our reception and administration team. I would like to reassure you that we generally receive very positive feedback regarding our reception team, with many respondents to our friends and family survey citing positive experiences. • “Receptionist and Nurse were helpful and polite” – 06.04.2024 • “Very polite receptionist” – 7.04.2024 • “Both my GP and Receptionists provided good care and service” – 16.04.2024 I would be keen to investigate the matter in more detail and would welcome any additional details you might be able to provide. I can be contacted directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Poor
Rated 2 stars out of 5
by Andy Sage - Posted on 28 March 2024
I was released from hospital on Thurs 19th March, six days later still got pain where where it first started, asked to speak with a doctor, told no one can call me for another seven days, so call 111 or go to hospital, to a hospital which is already over run!!!. A doctor cant spare five minutes in seven days, Thats disgusting!!!
Visited March 2024
Review titled Knoll Medical Practice
Replied on 28 March 2024
Dear Mr Sage, Thank you for taking the time to submit feedback regarding your recent experience with Knoll Medical Practice. It is very important that patients feel empowered to feedback to their practice as it allows us the opportunity to review our protocols and policies to ensure we are providing the best possible care for our patients. I appreciate your frustration with not being able to be seen more promptly. Unfortunately it is true that all GP Practices are struggling to meet the ever increasing demand on the service. With record numbers of patients registered with GP Practices, lower numbers of GPs and GP partners, an aging population and a general population with ever more complex health requirements I’m afraid the patient experience is often effected. Primary care services are under immense pressure, as are our secondary and tertiary care colleagues. Our patients can access same day care by completing an online triage form via our website, or by calling reception who can complete the form on a patient’s behalf. As we are a total triage Practice, all requests for appointments must be made this way, allowing our clinicians to triage requests and ensure patients are seen by the right clinician, within the right time frame and care is safe and appropriate. I am sorry that you feel an appointment within 7 days is not appropriate. Our team will always offer our patients the first available appointment and advise on alternative care providers should symptoms worsen or new symptoms develop in the meantime. Without being able to review the clinical information I’m afraid that I’m unable to provide a more comprehensive response. I cannot seem to find anybody registered with the Practice by the name Andy Sage but I’d be more than happy to look into this in more detail, should you wish, and can be contacted directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled A Barrier to Treatment
Rated 1 star out of 5
by Peter - Posted on 27 February 2024
It seems to be impossible to get to see or speak to a doctor at Knoll Medical Practice. I have an email referral letter to contact my doctor and was asked to send a copy to the surgery by "snail mail"(receptionist's words) as it does not receive emails although it expects everything to be done online. The receptionist did not seem to grasp what I was asking for and passed me to a more senior person (supposedly the receptionist manager) who suggested I hand deliver my referral letter. Subsequently, I was told that the person purporting to be the receptionist manager was not the manager. I was in the surgery 20 minutes later only to be told that nobody knew anything about my call. After going from pillar to post I final got an acknowledgement that I had been telling the truth and my referral letter was accepted with a promise that I would be called back by telephone although they could give me no timescale. 24 hours later having still not received a call I eventually managed to get through by phone to reception after a long wait on hold. The lack of empathy from the receptionist was shocking. The first reaction was that I was not telling the truth and as the receptionist had not been at work the previous day she could not verify what had gone on. She accused me of being rude and I asked if the call was being recorded – I had not been rude at any time but I was insistent on getting a service. The receptionist denied all the promises made the previous day and said I should apply for an e-consultation online as it was still available. A few minutes later I managed to get internet access and found that online consultations were, in fact, unavailable despite assurance to the contrary. It seems that Knoll Medical Practice puts up as many barriers as possible to prevent accessing any form of service and the best form of defence is to be aggressive or deny. I really recommend that the practice reviews my call to show that I was not rude but that I was insistent on getting the service promised. It seems that, if you cannot access the internet, the receptionist staff do not readily help despite assurances that they will. It is not a pleasure to contact this surgery. At this point in time, I have still not received the service requested. I have, again, been promised a call back (timescale today) but we shall see.
Visited February 2024
Review titled Knoll Medical Practice
Replied on 11 March 2024
Dear Peter, Thank you for taking the time to provide your feedback regarding your experience with Knoll Medical Practice. It is so very important that patients provide feedback, both good and bad, as it enables us to review our policies and protocols to ensure we are providing the best possible care for our patients. I was sorry to read through your feedback and learn that you feel we are placing as many barriers as possible to prevent our patients from accessing care. It is absolutely not our intention to leave patients feeling as such and I can only apologise that in this instance you have been left feeling this way. I would be keen to learn more about your experience and perhaps be given the opportunity to investigate the matter more thoroughly. If you would like to discuss the matter in more detail and allow me to investigate the matter on your behalf, please contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Michelle ROBERTS - Posted on 02 February 2024
I logged into e consult at 8am and it was not working. Called at 8.05 to be number 17 in the queue. Waited until 9.20 to be told all appointments are gone. I have serious underlying health conditions and cannot speak with a GP. Very poor service
Visited February 2024
Review titled Knoll Medical Practice
Replied on 07 February 2024
Dear Miss Roberts, Thank you for taking the time to feedback on your experience with Knoll Medical Practice. We consider all patient feedback to be extremely valuable as it enables us to review our processes to ensure that we are providing the best possible care for our patients. I was sorry to read that you have had trouble accessing our services, we are keenly aware of the unmet demand out there and are working extremely hard to improve access for our patients. I am pleased to note that since leaving your review you were able to secure an appointment with a member of our clinical team. I can only apologise that in this instance your experience did not meet the high standards we set ourselves here at Knoll Medical Practice. If you wish to discuss the matter further please don’t hesitate to contact me at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Not even a running gp service anymore
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Hi I’m chronically Sick and off work I’m never able to access the econsult I get up at 8am and it’s down before I can even put an econsult in all I want is my fit note so I can be paid by universal credit. I wrote a letter last time which was accepted this time I couldn’t get on econsult again and universal credit need that fit note I’m living off no money so it’s important. The receptionist I spoke made me feel so small and acccused me of trying to jump the system, made me burst into tears as I’m in so much pain and on meds that make me feel awful and she wouldn’t take the letter to my gp from me and made me feel so stupid in front of other patients. I’m beyond disgusted with this service I have had problems for years but never reported them until now. If I can never get through econsult I never get gp service which I’m entitled to and being spoken to like that by receptionists I will be changing my GP now. Thank you
Visited February 2024
Review titled Knoll Medical Practice
Replied on 11 March 2024
Dear Patient, I was very sorry to read through your experiences at Knoll Medical Practice. It would never be our intention to leave any patient feeling small or stupid and I can only apologise if you were left feeling as such. If you wish to discuss the matter further please don’t hesitate to contact me at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Kind and caring staff
Rated 5 stars out of 5
by Anonymous - Posted on 24 January 2024
Following a recent call and appointment to the practice I experienced exceptionally kind and compassionate care by both the receptionist and the GP. Following a recent significant health diagnosis, the receptionist was kind and compassionate, kept in communication with me before making a swift appointment to see the most appropriate GP. When I arrived, this receptionist went out of her way to come and talk to me, reassure me and she kept me updated with waiting times. The GP was equally as kind and compassionate. The appointment wasn’t rushed and I felt heard.
Visited January 2024
Review titled Knoll Medical Practice
Replied on 16 February 2024
Dear Patient, On behalf of Knoll Medical Practice, I want to express our deepest gratitude for sharing your heartfelt review. Your kind words regarding the compassionate care you received from both our receptionist and GP deeply resonate with our commitment to providing exceptional and empathetic service to all our patients. We are truly touched to hear that the receptionist went above and beyond, offering both reassurance and clear communication during a potentially stressful time for you. It is also heart-warming to know that you felt heard and valued during your appointment with the GP. Knowing that our team contributed to a positive experience during a challenging period reinforces our dedication to patient-centered care. We strive to foster a safe and supportive environment where every individual feels seen and listened to. Thank you once again for taking the time to share your feedback. It is invaluable to us in our continuous efforts to improve. We wish you all the best in your health journey and look forward to supporting you in any way we can. Sincerely, Callum McQue Practice Manager
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Review titled Can't get appointment
Rated 2 stars out of 5
by Abs - Posted on 17 January 2024
I know it's the same in loads of practices but you cannot get an appointment here. Taken on too many patients. You have to book through the econsult they wont accept bookings over the phone at all and every single time I have been on the econsult it is full. It opens at 8am and it was crashing at 8am got on at 8.10am and it was full, called to ask if it was broken and it wasnt and still couldn't book over the phone as it was full. Been trying for weeks now and I cant even put in a consultation for them to put in priority order. Other surgeries at least let you put in a consultation.
Visited January 2024
Review titled Knoll Medical Practice
Replied on 16 February 2024
Dear Abs, Thank you for taking the time to share your feedback about your recent attempt to book an appointment at Knoll Medical Practice. We sincerely apologise for the difficulties you encountered. We understand how frustrating it can be when you're unable to schedule an appointment when needed. We acknowledge your concerns regarding the challenges with accessing appointments through our eConsult system. Please be assured that we recognise this frustration and are actively working on improvements. However, it's important to clarify that we do accept phone bookings under specific circumstances. Appointments over the phone are currently reserved for patients who: • Do not have access to a computer or the internet. • Have additional needs or require assistance using the eConsult platform. If this applies to you, please know that you can call our practice and our reception team will be happy to assist you with booking an appointment. Furthermore, we're excited to announce that we're transitioning to a new online triage submission tool on February 20th. This new system is designed to be more user-friendly and offer a smoother booking experience. We hope this update will help alleviate the challenges you described. Please know that we are actively working on several projects to better understand patient demand and provide more effective capacity. This includes initiatives to: • Increase the number of appointments available. • Analyse appointment patterns and resource allocation. • Explore alternative booking methods and systems. We are committed to continuously improving our services and ensuring timely access to care for all our patients. We appreciate your feedback and patience as we work to address these challenges. If you would like to discuss your specific situation further, please don't hesitate to contact me at callum.mcque@nhs.net Sincerely, Callum McQue Practice Manager
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Review titled Impossible
Rated 1 star out of 5
by Anonymous - Posted on 12 January 2024
The practice is great when you can seek medical attention. I have however noticed in the last few months that it is near impossible to seek advice from doctors. I entered the e-consult platform at 8:20 this morning to attempt to fill in a form (again) to request a blood test, only to find that that e-consults had closed by 8:21 once I had logged into my NHS account. Why the practice continues to accept new patients is beyond me - this is no longer a functioning GP for the vast majority of users if the only way to seek medical advice regularly closes 20 minutes into the allotted 10 hour opening window.
Visited January 2024
Review titled Knoll Medical Practice
Replied on 15 January 2024
Dear Patient, Thank you for your feedback on Knoll Medical Practice. We value all patient input, both positive and negative. We understand your concerns about the capped triage system. It's a difficult balance between managing demand and providing timely care. Prior to the cap, delays risked patient safety. We now ensure same-day contact for all submitted forms and we're actively exploring alternative triaging models and capacity improvements. We're working with the General Practice Improvement Programme to better understand and manage demand, we're exploring self-booking options and adding a senior practice nurse to improve chronic disease management and we're collaborating with the local PCN to utilise specialist roles effectively. We're committed to listening to your concerns and working hard to improve the patient experience. We'll continue to do our best to serve all 13,600 patients. If you have further questions or wish to discuss this matter further, please don't hesitate to contact me at callum.mcque@nhs.net Sincerely, Callum McQue Practice Manager
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Review titled Terrible surgery
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Trying to simply book an appointment.. told to use econsult which is always unavailable after 8,30am .. econsult being used for test results, doctors letter and sick notes!! This was meant to be for appointments. Staff unhelpful.. the only solution was “go to hospital “ not a pleasant experience and a surgery to be avoided.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 15 December 2023
Dear Patient, Thank you for taking the time to leave a review regarding your experience with Knoll Medical Practice. I am very sorry to hear that you have had trouble accessing our services and that you find our staff unhelpful. It is absolutely never our intention for patients to be left feeling this way. Knoll Medical Practice operates an online triage system via the eConsult service, which is accessible via our website or via the NHS app. Patients who do not have access to a computer or the internet are able to contact us via telephone and a member of our reception team will complete a triage form on their behalf; though we encourage as many people as possible to use the eConsult service. While we understand and appreciate that this system is not perfect nor ideal for some patients, we have to make decisions based on the wider practice population. Currently, due to ever increasing demand, the senior team at Knoll feel that this system is the most appropriate for delivering timely, effective and safe care to our patient community. It is imperative to note the pressures currently faced by Primary care services. It is no secret that the NHS, in particular Primary Care Services, are under immense and growing pressure. The number of GPs working full time hours or more in GP Practice based settings has been steadily declining; at the same time, the number of Practices is also falling. While many Practices have entered into mergers, many Practices are closing for a number of other reasons. For instance, inability to recruit staff, GP partners or CQC closures due to under resourcing. We must also recognise that, alongside a decreasing workforce, the number of patients is steadily increasing. In October 2023, another record high of almost 62.93 million patients were registered with GP Practices in England. The overall number of standard appointments delivered in October 2023 was around 34.3 million, with an average of 1.56 million appointments delivered per working day. Despite the challenges, the team at Knoll Medical Practice are working diligently to improve the overall patient experience. We are confident that through collaborative work internally, and with our Patient Care Network (PCN) colleagues externally, improvements can be made and the patient experience bettered. While these changes will take time to bear fruit, I hope that this will begin to address the concerns you have raised with respect to being able to access care at the Practice; whether that is by means of a telephone call, online eConsult form, or attending in person. If you wish to discuss the matter further please don’t hesitate to contact me via email at callum.mcque@nhs.net Yours Sincerely, Callum McQue Practice Manager
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Review titled Your GP is no longer accessible
Rated 1 star out of 5
by Joseph Garber - Posted on 29 December 2023
I tried for several days to get an appointment for my 10 year old son and myself for several days. Called reception and was directed back to the econsult ( not available) and 111 help line. The receptionists are most unhelpful and rude ( I can understand some patients can be difficult but I found this was the default position based on my personal experience). This now begs the question on whether we still have access to our local gp for Medicare. My experience in 2023 is, we no longer have access. This has forced me to take out a private health insurance as it looks like you can only get access to medical treatment in England at the moment only if you are at deaths door, ready to wait hours at a&e ( which should only be for critical emergencies) or you go private. This is a crisis that needs urgent attention as not everyone can afford private healthcare and there are some like myself who simply do not want to add to the workload at the a&e.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 29 December 2023
Dear Mr Garber, Thank you for taking the time to share your experience at Knoll Medical Practice and raising concerns about access to primary care services. I can only imagine how frustrating it must be for you and your son to face difficulties accessing care and I sincerely apologise for the inconvenience you experienced. I understand your frustration with not being able to secure an appointment today. Our reception team works under very demanding circumstances, and unfortunately, they're not always able to offer appointments as quickly as we'd like. The NHS is facing a national shortage of GPs, and we're experiencing a high volume of patients. This unfortunately means that appointments are limited, and we understand how frustrating it can be. While we strive to offer timely access to care, these circumstances can present significant obstacles. Your feedback regarding the eConsult system and your interaction with reception is valuable. We take all patient experiences seriously and will use your input to address any potential shortcomings in our communication and triage processes. We are continuously evaluating and improving our systems to ensure they work effectively for all patients. We assure you that Knoll Medical Practice remains committed to providing high-quality care to all registered patients. While we acknowledge the current challenges, we want to emphasise that we are working hard to improve capacity and access for all of our patients. It is important to remember that NHS 111 plays a crucial role in navigating healthcare needs, especially when appointments are limited. This service offers valuable advice and can direct you to the most appropriate care provider, whether it's our practice (as they do have access to book with us directly), an urgent care centre, or other community services. We understand that the current situation is frustrating, and we deeply apologise for any inconvenience you experienced. We remain committed to improving access to care and value your feedback in this process. Please do not hesitate to contact me directly at callum.mcque@nhs.net if you have any further questions or concerns. Sincerely, Callum McQue Practice Manager