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 Not an 'Efficient Online Request Service'
Rated 3 stars out of 5
by Anonymous - Posted on 22 April 2024
The triage system is user friendly, easy to navigate and clear. However nothing then happens, no acknowledgement, no appointment, no way of following progress. Did my request go into cyber space? What's the point in insisting this is the route to use when it results in nothing? I dare not call and have my ears bitten off by disgruntled staff ..... all I want is an appointment ... I am surely entitled to that as is everyone else. I appreciate everyone is busy - I am too! Very busy - and Im willing to wait for an appointment, so all in all, I'm doing my best to be a good service user but even I have a breaking point.
Visited April 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 found the triage system user-friendly. However, I’m sorry to hear about your frustration with the lack of acknowledgment or follow-up after submission. There is an option within the triage process to receive an acknowledgment of submission, as the software we use (Accurx) should confirm receipt of your request. We apologise if this didn’t happen in your case, and we can look into why you didn’t receive a response. We appreciate your patience and understanding, and if you still need assistance, please do not hesitate to reach out to us again. Best regards, MS
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Review titled Getting Worse!!
Rated 1 star out of 5
by Not Given - Posted on 20 March 2024
Cant speak to Receptionist without doing a lenghty triage form half the time you cant use it due to high demand. Have to wait 5 weeks to get an a appointment just to get a prescription. Very frustrating service. Terrible service!!! I have had to pay to see a private GP
Visited March 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Pathetuc
Rated 1 star out of 5
by Paul geraghty - Posted on 27 March 2024
On the verge of a nervous breakdown. Reach out to my surgery and get an appointment for a months time. Whoever is managing this surgery - please take a long good look at yourself
Visited March 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Problems
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2024
How is it that one receptionist out of the three that I saw on my three attempts to arrange a review of my prescription was able to book a blood test for me. On the other occasions they passed a message to the appropriate people who did not contact me. I had tried in early January to book an appointment,but none were available and I was told that it could not be arranged on line. I had to book the follow up as well but it was so far in advance that I simply accepted the date as it happened I was not available but tried unsuccessfully to cancel waiting 20 minutes on the telephone at number 3. I have since been trying to contact the surgery both on line and by phone but so far to no avail. Please simply train your receptionists to deal with patients, one out of three knowing what to do is simply not good enough. I appreciate that there is a shortage of doctors but perhaps you might be able to attract new blood by simply sorting out the basics- less digital more human contact for a start.
Visited March 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled 1st class receptionist
Rated 4 stars out of 5
by Denise Knox - Posted on 06 March 2024
As I can’t write names I would like to say the receptionist on at Knebworth this afternoon deserves a pay rise. How she does the job she does is beyond me. While sitting there for over half an hour while I was waiting for myself to be sorted she had a constant stream of people. Most moaning and she was so so professional and not once huffed or puffed just got on with sorting people/patients out. I couldn’t and wouldn’t do your job. You’re a superstar. So if you are the receptionist who was on pm on 06/03 you went above and beyond. Thank you.
Visited March 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled How do I contact the surgery?
Rated 2 stars out of 5
by Anonymous - Posted on 21 March 2024
After waiting 3 weeks for a telephone appointment, which should have happened this afternoon, no call, who do I ask why I haven’t had the call? There isn’t any total triage to ask, try and ring and the phone lines are too busy and they just cut you off. How frustrating is this trying to speak to someone!!
Visited March 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Service just gets worse!
Rated 1 star out of 5
by Lynda B - Posted on 12 February 2024
After sending a triage form at 8.40, I get a call at 3.15 asking me to attend appointment at 4, I work in Cambridge, never going to be possible! I ask for another appointment and get told a GP will take weeks, not happy I begin to explain why I need a GP. Receptionist rudely spoke over me and hung up, outrageous! I call back to find I’m no 6 in queue, I hold for 51 minutes to have the line disconnected!!!! I call back, now I’m no 9 in the queue. This service is beyond appalling. We were told the triage system would improve things, it hasn’t. Reception is still not fit for purpose. If it isn’t horrendous enough to be on hold for almost an hour, that man’s voice repeating over and over drives you insane!
Visited February 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Tricky times
Rated 3 stars out of 5
by Anonymous - Posted on 21 March 2024
I have used the new total triage system multiple times and always received an appropriately timed response. I have had doctor appointments as soon as they can and the receptionist has always been very helpful. The referals i have had have been completed promptly. The only thing I would say is there is no follow up… my son still isn’t better and we have to wait 6months for an emergency appointment at hospital…. What happens in the mean time? How do i manage his condition?
Visited February 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Terrible phone service
Rated 2 stars out of 5
by Lyn - Posted on 13 February 2024
I have just waited 27 minutes to get to number 4 in the queue listening to the extremely irritating phone message only to be cut off because the lines are ‘busy’. Surely if the reception is now completing forms for people there should be an express line for quick questions.
Visited February 2024
Knebworth & Marymead Practice has not yet replied.
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Review titled Awful telephone system
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
I called 111, who said I need to see someone for my child within 6 hours. Told me to call my doctors as its too early to get onto the out of hours booking. I call, 58mins I'm waiting hearing that God awful message continously. To the receptionist saying hello, I respond and they Hang up! Within seconds!! I call back to find out I'm now number 12 in the queue. This happens numerous times in the past when I've called. The fact its for my poorly child I cannot hold my tongue! How the reception team (some!) Can just hang up within seconds is appalling. This surgery has gone way down hill since I joined back in 2010
Visited February 2024
Knebworth & Marymead Practice has not yet replied.