Knebworth & Marymead Practice
7 St Martins Road, Knebworth, Hertfordshire, SG3 6ERContact details and opening times
Patient ratings and reviews
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Reviews
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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
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Review titled 5 star service
Rated 5 stars out of 5
by Jeanne Walsh - Posted on 11 July 2024
5 Star service at Knebworth and Marymead surgery today. Completed the triage, 20 minutes later I was called for an appointment with a senior clinician who was brilliant. A Dr was called for a second opinion who was so kind and helpful. The matter was dealt with compassion and professionalism. I’m very grateful.
Visited July 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Jeanne Walsh, Thank you so much for your kind feedback and for sharing your experience with us. I’m delighted to hear that you received such prompt, compassionate, and professional care from both the senior clinician and the doctor. It’s great to know that our triage system worked smoothly for you, and I will make sure to pass on your appreciation to the team involved. We’re grateful for your support, and we’re always here if you need us. Best regards, MS
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Review titled Does anyone read the reviews?
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
I don’t understand how this practice works these days. I waited 56 mins ( I was 6th in the queue), only to be told that I couldn’t be seen at Marymead. There seem to be no appointments at Marymead anymore, as I am constantly directed to Knebworth. I don’t drive and am a carer to my husband who has Alzheimer’s. To get to and from knebworth means taking 4 buses in total. As the bus service is appalling, it can take more than 3 hours to attend an appointment. I rarely see a GP, more likely to be a PA or other clinician. There is no continuity of care. Who is actually in charge of this surgery now?
Visited June 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Patient, Thank you for your feedback, and I’m truly sorry to hear about the difficulties you’ve encountered, especially regarding appointments at Marymead and the travel challenges to Knebworth. We do still run surgeries at Marymead, but due to ongoing structural problems, we have had to limit the number of patients attending for safety reasons. We are in constant negotiations to resolve these issues and hope to restore full services there as soon as possible. I also want to clarify that we don’t have Physician Associates (PAs) at our practice. We do, however, have highly experienced Advanced Care Practitioners who are fully supported when needed to provide safe and effective care. I understand your concerns around continuity of care and apologise for any inconvenience this has caused. If there is anything we can do to further support you and your husband, please don’t hesitate to let us know. Best regards, MS
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Review titled Lack of information
Rated 2 stars out of 5
by Mr Christopher Main - Posted on 14 June 2024
The Total Triage system is a waste of time. Web site says it's open from 0800hrs but when you try & log in this part doesn't open until 0830hrs. Total lack of information on opening times so I rang the surgery to find out what was going on which defeats the object of the service.
Visited June 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Mr. Main, Thank you for your feedback, and I’m sorry to hear about your frustration with the Total Triage system. I understand how confusing it must have been to see conflicting information about when the system opens. We are aware of this issue and are working on updating the information on our website to make it clearer for patients. I apologise for the inconvenience this has caused and for the need to contact the surgery by phone, which, as you mentioned, defeats the purpose of the triage system. Thank you for bringing this to our attention, and we will ensure improvements are made. Best regards, MS
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Review titled In person communication failures
Rated 1 star out of 5
by James T - Posted on 24 June 2024
Do not answer the phone, I endeavoured to gain resolve or even an answer over the phone. Lastest experience, I used Four Mobile phones and Two Landlines at 07.59 until 09.17, highest in queue Seventeenth place. Impossible to E-mail either of the surgeries, either directly or via their useless web service. Closing thought. Health care is a personal 'people' business..... Yet the reception window at Marymead, has been blocked off for over a year!!!
Visited June 2024
Review titled Knebworth & Marymead Practice
Replied on 26 September 2024
Dear James T, Thank you for your feedback. I’m sorry to hear about the difficulties you’ve faced in reaching us and your frustrations with our phone systems. We recognise that our current phone system is not fit for purpose, and we have been working on changing it for over a year. Unfortunately, due to legal complexities, the process has taken much longer than we anticipated, but we are continuing to push for a resolution. Regarding the Marymead Surgery, we have had to limit its use for patient safety due to its poor state of repair. We are currently in negotiations to address this and hope to make improvements soon. We sincerely apologise for any inconvenience this has caused and are working hard to resolve these issues as quickly as possible. Best regards, MS
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Review titled Cancellations
Rated 3 stars out of 5
by Anonymous - Posted on 17 May 2024
I am not able to cancel an appointment due to the on line system consistently being ‘temporarily closed’ due to overload! We are constantly reminded of how much it costs the NHS each time we fail to arrive for an appointment yet frustratingly the system actively prevents cancellation. Is there some way this can be altered so that cancellations alone at least can be acknowledged
Visited May 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 difficulty you’ve faced in trying to cancel an appointment online. We understand how important it is to allow patients to easily cancel appointments, especially given the impact missed appointments can have on the NHS. We are aware that the online system can be overloaded at times, and we agree that a more streamlined process for cancellations would be helpful. We are currently reviewing how we can make cancellations easier for patients, even during busy periods, and appreciate your suggestion. Thank you for your understanding and patience as we work to improve the service. Best regards, MS
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Review titled Terrible management of appointment booking
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2024
I first went online to use systmonline to try to book an appointment, going through the practice home page and it wouldn't let me log in, and wouldn't reset my password. I then tried total triage and it was "outside of core hours" So I finally phoned up the surgery and sat waiting for 40 minutes. On getting through I was told - Systmonline doesn't operate any more - Total triage opens from 8:30am and 2:00pm each week day and stays open only until a certain number of requests have been submitted - And finally that reception does not book appointments, so that was a waste of time and I have to try pot luck next week. How can people think that that is the way anything can be run. I can see why they do it, so they don't have to deal with the volume of people actually needing a doctor.
Visited May 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 frustrations you’ve experienced with booking an appointment. I’d like to clarify that while our Total Triage system does close after reaching a safe number of routine requests, urgent requests can still be phoned through. If your request isn’t urgent, we do ask that you wait until the next day when Total Triage reopens. We understand this can be frustrating, but NHS GP services are under significant strain, and we have to manage demand in the safest way possible to ensure we can provide appropriate care. We apologise for any inconvenience this has caused and appreciate your understanding as we continue to improve the service. Best regards, MS
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Review titled Online service
Rated 4 stars out of 5
by Anonymous - Posted on 10 May 2024
I appreciate that the surgery are providing more online services to cope with demand and this seems a really helpful idea. I have logged in online and wish to book a 16week midwife appt and whooping cough vaccine for 4 weeks time. However the ‘book appointment’ form says there are no available appointments for the next 2months. And there is nowhere else to register your request. Perhaps a section to update your details if pregnant, or a request form to fill in for receptionists to process would be helpful? Instead I am left with no option but to phone which is so very busy these days. I have so far been waiting in the phone queue for 30mins and am number 4 in the queue. Perhaps more receptionists may be helpful but I guess there is no budget for that.
Visited May 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Patient, Thank you for your feedback, and I’m glad to hear that you find our online services helpful. I’m sorry, however, that you were unable to book your midwife appointment or whooping cough vaccine through the system. We appreciate your suggestion to add a section for pregnancy-related updates or a request form for our receptionists, and we will certainly look into how we can improve this process to make it easier for patients. We understand the frustration of having to phone when the system is busy, and we are always striving to improve our services within the resources available. Thank you again for your suggestions and patience. Best regards, MS
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Review titled Lack of support
Rated 2 stars out of 5
by Paul - Posted on 09 May 2024
My son who is 13 has had a bad stomach for a while and is being sick after physical activity and missing out on school. I appreciate that surgeries and doctors alike are under stress and a lot of this is down to lack of funding from a criminal government but it’s hard enough to get in contact with the surgery as it is without it taking 45+ minutes to get through on a call or the online triage ceasing an hour after it has started at 8.30am. My son is 13, shouldn’t be ill like this or missing school. Surely, children should be a priority to be seen and not have to wait 4 weeks for an appointment.
Visited May 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Paul, Thank you for your feedback, and I’m very sorry to hear about your son’s health issues and the difficulties you’ve had in getting an appointment. I understand how concerning it is when your child is unwell and missing school. I apologise for the long wait you’ve experienced in trying to get through to us and for the delay in securing an appointment. This is an ongoing challenge in general practice, and we are working hard to manage demand and improve access, but I understand this doesn’t make it any less frustrating for you. Thank you for your understanding, and if you need further support, please don’t hesitate to contact us via our online system or by visiting the practice. Best regards, MS
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Review titled Outstanding, Surprisingly.
Rated 3 stars out of 5
by Anonymous - Posted on 10 May 2024
I'd put off seeking an appointment for some time, partly based on dispiriting past experiences of dealing with reception staff and the woeful on-line booking system, and also the daily stories about long waits etc. However, I was given a link to a new website, which, though I object to having to fill in a form online at all, still less to hazard a guess about what my symptoms might mean in response to a question 'what are you worried about', (words to that effect), the system worked perfectly. Within an hour or so I had a medical student call and take a detailed case history of the two concerns I had, within about three hours I was with the doctor at Marymead surgery and by the end of the consultation I felt that action was being taken. I don't know if I was lucky on this occasion, or whether my 'senior' age had something to do with it, but really, I don't see how it could have gone better. The only annoying/disappointing factors were a three week wait for blood tests, and the fact that when I went to deliver samples the next day as requested, the surgery was closed. If I'd been told the surgery would be closed I could have obviously saved a wasted journey. All in all though, it would be churlish to complain too much about this. I wanted to see a doctor and got to see one within a few hours, so from my point of view it was mission accomplished.
Visited April 2024
Review titled Knebworth & Marymead Practice
Replied on 10 October 2024
Dear Patient, Thank you for your detailed feedback, and I’m glad to hear that, overall, your recent experience was a positive one and that the new system worked smoothly for you. It’s great to know that you were seen promptly and felt that action was taken regarding your concerns. I understand your reservations about filling out the online form and your frustrations about the wait for blood tests and the closed surgery when delivering samples. We are constantly reviewing the system to improve clarity, and we apologise for the inconvenience caused by the surgery being closed unexpectedly. We recognise the challenges of managing both online and in-person services, and while our phone lines remain available for urgent requests, we do appreciate your patience with the online triage system, which allows us to handle routine care safely. Thank you again for your understanding, and we’re happy that we could meet your needs on this occasion. Best regards, MS