Knoll Medical Practice
19 Homefield Rise, Orpington, BR6 0FEContact details and opening times
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Reviews
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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
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Review titled Used to be a great practice
Rated 3 stars out of 5
by Anonymous - Posted on 22 March 2024
A few days before Christmas I tried to contact gp on e consult also a phone call saying I was a certain no in the cue and they would ring back, this was three days on the trot, never got the call. The upshot I was blue lighted to the Pru unaware of what was going on, had a seizure in ambulance apparently and don’t remember anything for the next 24 hours because I had that one seizure I had to give up my driving license for at least 6 months. I have been with this practice since 1967 and it was always brilliant. I was in hospital over the Christmas period, not ideal, I feel if I had seen by a doctor previous to this and given antibiotics this wouldn’t not of happened to me. As I say used to be a brilliant surgery with fantastic doctors and nurses, I must add the nurses are brilliant if you get to see them. Was thinking of changing surgery but I’m ever hopeful things will improve at the Knoll. I must add I have found the receptionist have always been polite to me. As we get older, I’m 81, we all can’t use the latest technology and would just love to phone and get an appointment like in the good old days.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 25 March 2024
Dear Patient, Thank you for taking the time to leave a review for Knoll Medical Practice. As I have said in responses to previous reviews it is so vitally important that patients feel empowered to feedback to their Practice. It is often the first opportunity we have to review where operations might be working well, or, in some cases, not so well for our patients. I was sorry to read through your review and your experience over the winter period. It is unfortunately the case that, due to winter pressures, we find ourselves all the more pressed for capacity during that period. Winter pressures, coupled with ever increasing patient numbers, reducing numbers of GPs and GP partners, less funding and an aging population with ever more complex health requirements leave us more stretched than ever before. I can only apologise that in this instance you were not successful in organising an appointment with us and that ultimately you were admitted to hospital. Patients can still contact the Practice by telephone and arrange an appointment, we will simply ask that patients allow our receptionists to complete a triage form with them over the telephone. Patients who have access to devices which allow them to complete an online triage form will be asked to do so, as this allows us to keep lines free for those patients without access to digital pathways or for those with additional needs which stop them from being able to access digital pathways. Please rest assured that the senior team at Knoll Medical Practice is working proactively and diligently to improve capacity. We are constantly exploring our data allowing us to more appropriately weight staffing throughout the week. We are also looking into supportive technology which we hope can improve workflow and ultimately free-up precious GP time. If you wish to discuss your specific experience in more detail please don’t hesitate to contact me directly at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled phone call
Rated 2 stars out of 5
by Anonymous - Posted on 11 December 2023
after trying to contact the doctors today, and being told I needed to set my alarm clock for 8am. so I could get online to the doctors. That would be ok if only, my wife myself and our Dog in the house were not Deaf. We have been suffering from a lack of sleep over the last four weeks. Each night we try to go to sleep around 10 pm but due to poor sleep, are not up until around 9am.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 13 December 2023
Dear Patient, Thank you for taking the time to leave your comments regarding Knoll Medical Practice. It is incredibly important that patients feel able to highlight their experiences, good, or bad, as it gives us the opportunity to review our protocols and policies to ensure that we are providing patients with the best possible care. I am sorry and disappointed to read that you have had trouble accessing our services. We are always working hard to improve patient access to our services here at Knoll Medical Practice, though this remains an ongoing challenge throughout most primary care service providers. I would welcome the opportunity to discuss your experiences in more detail, should you wish to, I can be contacted via email at callum.mcque@nhs.net Yours sincerely, Callum McQue Practice Manager
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Review titled Working hard under pressure
Rated 5 stars out of 5
by Anonymous - Posted on 29 December 2023
I completed a triage form with the very kind receptionist and was given an appointment the same day to see a GP. I personally cannot complain about the service received from the Practice and staff always seem friendly and professional. I was able to see how unpleasant some patients are with the ladies on the front desk while waiting for my appointment. Do people not watch the news? The NHS is on its knees and we are not treating the staff well at all. Such a shame. I want to thank all of the staff at Knoll for their continued care and support. Keep up the good work.
Visited December 2023
Review titled Knoll Medical Practice
Replied on 03 January 2024
Dear Patient, Thank you for your kind words regarding the team at Knoll Medical Centre. We recognise the challenges that Primary Care services currently face and the impact this has on our patients, however, it is also true that our team work extremely hard to provide the best possible care for our patients despite said challenges. I will ensure that your positive words are passed onto the wider practice team and I hope that we can continue to provide a positive experience for all of our patients. Yours sincerely, Callum McQue Practice Manager