Knoll Medical Practice
19 Homefield Rise, Orpington, BR6 0FEContact details and opening times
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Reviews
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Review titled Lost its moral compass
by Douglas Poll - Posted on 13 August 2024
If you can remember a time when you rang for an appointment, saw a doctor, who wrote a prescription from personal knowledge, which was fulfilled the same day at the local Chemist, then don’t come here you are likely to be disappointed. My experience. E consult if you are quick enough before they can’t handle anymore for the day. Wait till following day (Friday, try again) You don’t get to see a doctor, required to send in photos so a trainee and a doctor can consult at their leisure. Then prescribed an unfulfillable prescription. Nobody appears to know what is being manufactured anymore. Travel to Surgery to explain problem (Lovely people on reception who taking the brunt of patients’ displeasure and frustrations at the poor level of service to be found here) to be told nothing can be done to correct their mistake till Monday. Surgery supposed to call to say inhouse pharmacist will ring but they don’t, I find out by ringing them on Monday. Lovely inhouse Pharmacist (who is working from home) solves the issue and says prescription has been sent for Doctor to sign and will be at Pharmacist that afternoon (she even checked they had it in stock). Travel to Pharmacist nothing, returned to Surgery, to be told it is still with a doctor to be signed. Try again tomorrow. 6 days and still counting I find this unacceptable.
Visited August 2024
Review titled Knoll Medical Practice
Replied on 13 August 2024
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. As per my response to your review on our google business page it's difficult for me to fully respond to patients online. I must adhere to strict data protection and GDPR rules which restrict me from discussing personal medical information online. I have contacted you directly to discuss your concerns in more detail but can be contact at the following email address - selicb.knollcomplaints@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Addressing patients
Rated 3 stars out of 5
by Addressing patients - Posted on 19 August 2024
On requesting an urgent appointment I was offered a time and date at the surgery which I am grateful for, and was told that they were doing a favour giving this appointment. Hardly the way to talk to a patient. I wasn't aware that reception had full control on who has an appointment or not.
Visited August 2024
Review titled Knoll Medical Practice
Replied on 19 August 2024
Dear Patient, Thank you for your review of the services provided by Knoll Medical Practice. It's so important that patients feedback about their experiences as it gives us the opportunity to understand the patient experience and to ensure that we are providing the best possible care. I'm sorry to read through your experience and that you were addressed in that manner. I'd be very keen to learn more about your experience and to be given the opportunity to investigate in more detail. Please contact me directly at - selicb.knollcomplaints@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Awful Practice
by Anonymous - Posted on 24 June 2024
I’ve had an operation cancelled two times because of the lack of care with this practice failing to attend to my needs. I’ve been ignored and spoken to rudely by a receptionist, even though I was polite and tried to explain the urgency, And was told I would have to wait three weeks to speak to a doctor which was the day before my operation was booked so I knew my op would be cancelled again as they had failed to address the hospital s concerns. I would add that I did email the practice manager who unfortunately was absent from the practice, but amazing. When he returned he dealt with the situation straight away but it was obviously too late for me. I have now left this practice with the view that I could be jumping out of the frying pan into the fire, but knowing that it couldn’t be worse! My new practice have been absolutely amazing and I am so pleased I made the move.
Visited June 2024
Review titled Knoll Medical Practice
Replied on 09 July 2024
Dear Patient, Thank you for your review. Unfortunately as you have posted anonymously, and due to data protection, I am unable to respond in full to the points you have raised. I would encourage you to contact the practice directly and utilise our complaints procedure, where we will investigate your concerns and respond formally in writing. Yours sincerely, Callum McQue Practice Manager
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Review titled Ridiculous e-consult/on-line availability
Rated 2 stars out of 5
by Anonymous - Posted on 15 May 2024
I accessed the "knollmedicalpractice" website on 15.05.2024 @ 10.15am in order to access the administrative service and request a fit note at the request of my employer only to find the message "we have paused access to online consultations as we have reached our 'safe clinical operational capacity' for the day...". What on earth or hell below is 'safe clinical operational capacity'??? This means the system would have been online for less than 2.25 hrs for the entire day while providing no other acceptable solution! I called the surgery after waiting over 35 mins to be told I can "go online tomorrow at 8am"! The telephonist is just there to divert patients back to the dead-end without giving any real assistance whatsoever. This is not acceptable and not a service fit for purpose; it's disgraceful!
Visited May 2024
Review titled Knoll Medical Practice
Replied on 15 May 2024
Dear patient, Thank you for taking the time to leave a review on your recent experience at Knoll Medical Practice. I understand your frustration regarding the difficulty accessing our services on May 15th, 2024, and sincerely apologise for the inconvenience caused. The term "safe clinical operational capacity" refers to the maximum number of patients we can effectively manage while ensuring that we are providing safe and effective care. When we reach this capacity, we may need to temporarily pause online services. This is a necessary step to prioritise patient safety and avoid situations where wait times become excessive or appointments are rushed. Patients presenting with symptoms requiring same-day care will be navigated to NHS 111, a local urgent treatment centre or A&E should their symptoms deem it necessary. We understand this can be frustrating. We want to assure you it’s never our intention to provide what you describe as a "dead-end" solution. Our receptionists are trained to navigate a complex system while interacting with patients experiencing a range of needs. Their role requires a high level of organisation, efficiency, and the ability to handle sensitive information with discretion. While they cannot provide medical advice, their goal is to offer support and guide you towards the best course of action. We strive to provide the best possible service for our patients and work diligently to better understand our demand and best utilise our capacity. We have recently taken part in the general practice improvement programme and continue to explore new working practices and technologies to improve our efficiency. We work closely with our PCN colleagues to incorporate appropriate specialist roles into Practice and ensure collaboration to best serve our collective patient populations. I am sorry that we have not been able to accommodate your health admin request today and would encourage you to complete an online triage form via our website tomorrow morning from 0800. Once your request has been received please rest assured that it will be dealt with in a timely manner. Once again, I sincerely apologise for the inconvenience you experienced. If you'd like to discuss this further, please feel free to reach out to me directly at callum.mcque@nhs.net where I can address any specific concerns you may have. Yours sincerely, Callum McQue Practice Manager
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Review titled Econsult
Rated 2 stars out of 5
by Jay - Posted on 13 May 2024
I called up for a fit note. I was told I have to go on the econsult to complete this and I cannot do it over the phone. I called 111 and they said they cannot request it on my behalf. I went on econsult and it wasn't working. It says it should work during opening hours or until they reach capacity. I called up and explained and got told I have to get on tomorrow morning as it opens at 8am and will close when they reach their capacity. I explained I cannot and they suggested someone do it on my behalf. I explained I may not have someone to do that and they explained other than that they cannot help. Please stop making it difficult for the public to access medical help from your gp with this e consult stuff. It's a choice the gp makes it is not a rule that the gp's have to do.
Visited May 2024
Review titled Knoll Medical Practice
Replied on 13 May 2024
Dear Jay, Thank you for taking the time to feedback on your experience with Knoll Medical Practice. It’s really important that we receive feedback as it allows us to review our policies and protocols ensuring that we are providing the best possible care for our patients. Knoll Medical Practice operates a total triage appointment system via the AccuRx triage tool, eConsult was decommissioned on 19 February 2024. Simply put this means that all requests for clinical input are triaged by a clinician. The total triage model allows us to book patients with the most appropriate clinician, in the right time-frame, first time. Patients can submit a triage form via our Practice website, or for those without access to online services, we do offer alternative ways of submitting a triage form. Patients can still contact the Practice by telephone, or attend in person, and a member of our reception team will complete a triage form on their behalf. The total triage model provides improved access to, and more appropriate, care. It allows us to maximise Practice efficiency with better use of resources, directing patients to the most appropriate clinician in the first instance. The total triage model is utilised for medical appointment requests/admin only. Nursing appointments are directly bookable via reception, though a reason for the appointment will be requested to allow us to book with the appropriate member of our team. We continue to provide multiple lines of triage submission for our Patients. We strive to provide the best possible service for our patients and work diligently to better understand our demand and best utilise our capacity. We have recently taken part in the general practice improvement programme and continue to explore new working practices and technologies to improve our efficiency. We work closely with our PCN colleagues to incorporate appropriate specialist roles into Practice and ensure collaboration to best serve our collective patient populations. We must try to provide fair and appropriate care and triage pathways for all 13819 patients registered with us, but we understand that what works for one may not be the perfect solution for another. We are continuously reviewing our working processes to ensure that we are providing the best system and care for our patients. I can only apologise that in your instance you have found the system to be challenging. We are genuinely doing what we can to make our services as accessible as possible despite mounting pressures on primary care services. If you wish to discuss the matter further please contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Fantastic service
Rated 5 stars out of 5
by Anonymous - Posted on 17 April 2024
I visited the practice recently and the staff were very friendly and I've never had any particularly bad experiences. The ladies on the desk were nice, doctors are friendly and seem knowledgeable, nurses are wonderful. It's nice to have the screens working again. I've been a patient ages and never had an issue. It's really busy and getting an appointment isn't easy but that seems to be the case everywhere, so what can they really do. I'm really happy with the service. Thank you.
Visited April 2024
Review titled Knoll Medical Practice
Replied on 17 April 2024
Dear Patient, Thank you so much for taking the time to leave a review regarding your recent experience at Knoll Medical Practice. It's wonderful to read through your review and see that you find our staff to be friendly, knowledgeable and wonderful, those are very kind words indeed. I have the privilege of watching our team doing their best, daily, to provide the best possible service for our patients. So it is lovely to see that reflected in your comments. I am also pleased to see that you are enjoying the self-check in and digital call in services. It was a priority to get these back up and running to reduce queues at reception and provide additional pathways for check-in and call-in. Thank you again for taking the time to leave your review, I will be sure to circulate your kind words with the team. Yours sincerely, Callum McQue Practice Manager
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Review titled A very good GP practice
Rated 5 stars out of 5
by RNicholls - Posted on 10 April 2024
This GP practice is efficient and well run. With the new system, Accurx, it’s great that we no longer have to ring and wait for call to be answered but it is not for everyone. There is a fixed number of online enquiries available from 8am and understandably snapped up quickly by those who are unwell and want to be seen on the day. It is disappointing that there is no provision for those with non urgent medical matters which cannot be advised by the pharmacists. I really hope that the surgery would also consider having an anytime e-consult for non urgent matters too - which can be answered by email/msg within the week.
Visited April 2024
Review titled Knoll Medical Practice
Replied on 15 April 2024
Dear Mx Nicholls, Thank you very much for taking the time to leave such a lovely and constructive review of Knoll Medical Practice. It’s really important that patient’s feedback to their Practices as it allows us the opportunity to review our services from a different perspective, ensuring that we are continuing to provide the best possible care for our patients. I’m happy to read that you feel that the new AccuRx system is working well. Currently AccuRx does not have the functionality to separate urgent and non-urgent requests, though we are frequently feeding back to AccuRx and making development suggestions which we feel would improve the service. Thank you again for taking the time to review the services provided at Knoll Medical Centre. Yours sincerely, Callum McQue Practice Manager
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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