Knoll Medical Practice
19 Homefield Rise, Orpington, BR6 0FEContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Poor Administration
Rated 1 star out of 5
by Peter Kennedy - Posted on 28 November 2024
On 28 May I had the first of a two-part Singles jab - the appointment is shown on the NHS App. The second jab is due 6 months later but I received no follow-up appointment. It took 40 minutes on hold before my telephone call was answered and I was told that I had no follow-up because there was no record of my first jab. Clearly that was not true as I could see the appointment on the NHS App. I was told that I would have to wait for the surgery to look into the issue and would be called back at some time (no timescale given). Why is it so difficult to contact this practice and why are the records so poor?
Visited November 2024
Knoll Medical Practice has not yet replied.
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Review titled Caring and Professional
Rated 5 stars out of 5
by Anonymous - Posted on 25 October 2024
I visited for a routine 6 month review. However it was way more than that and really thorough. The GP was so friendly and professional. You really are in safe and expert hands.
Visited October 2024
Review titled Knoll Medical Practice
Replied on 25 October 2024
Dear Patient, Thank you so much for taking the time to leave a review of the services provided by Knoll Medical Practice. I'm thrilled to learn that you found our GP to be friendly and professional, also that you felt as though you were in safe hands. I see how hard our team work to provide the best possible care for our patients, despite ongoing challenges. It's wonderful to see that hard work recognised and that we were able to provide you with a positive experience. I will be sure to share you feedback with the practice team. Thank you, Callum McQue Practice Manager
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Review titled Caring staff
Rated 5 stars out of 5
by Duncan - Posted on 09 September 2024
I had an appointment for a routine injection with the nurse today. She was attentive and interested in my treatment and how it was effecting my life. She showed great empathy and I would like to thank her for this. Well done.
Visited September 2024
Review titled Knoll Medical Practice
Replied on 09 September 2024
Dear Duncan, Thank you so much for taking the time to leave a review following your positive experience at Knoll Medical Practice, more specifically with a member of our nursing team. The entire team here at Knoll Medical Practice work extremely hard, often in challenging circumstances, to provide the best possible care for our patients and it's wonderful to see that recognised. I will be sure to share your feedback with the wider practice team and hope that we continue to meet your expectations moving forward. Yours sincerely, Callum McQue Practice Manager
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Review titled Supportive care from GP
Rated 4 stars out of 5
by Anonymous - Posted on 10 September 2024
The GP I saw at the practice today was very supportive after I communicated the medical issues I was experiencing following surgery. She showed great empathy and was keen to support in every way she could. I feel that I benefitted a lot from this appointment.
Visited September 2024
Review titled Knoll Medical Practice
Replied on 17 September 2024
Dear Patient, Thank you for taking the time to leave feedback regarding your experience at Knoll Medical Practice. It’s really helpful for us to understand the patient experience and I’m thrilled that you had a positive experience when utilising our services. I will be sure to share your feedback with the wider team. Thank you again for your kind words. Yours sincerely, Callum McQue Practice Manager
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Review titled Great practitioner
Rated 5 stars out of 5
by Heather - Posted on 05 September 2024
My seven year old daughter had an appointment with the podiatrist - I was very impressed by her manner and approach, she really set my daughter at ease and gave clear and straightforward advice and guidance. Thank you!
Visited September 2024
Review titled Knoll Medical Practice
Replied on 06 September 2024
Dear Heather, Thank you for taking the time to leave a review of your experience at Knoll Medical Practice, in particular with a member of our podiatry team. I was thrilled to read through your review and learn of your very positive experience. I will be sure to pass on your review to the wider team and staff member involved in your daughters care. We're very proud of the care provided by our whole team, so it is wonderful to see that reflected in your experience and review. I hope that we continue to meet your expectations and that you remain happy with the service we provide. Yours sincerely, Callum McQue Practice Manager
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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