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Used to be a great practice

Story from nhs.uk

"Used to be a great practice"

About: Knoll Medical Practice

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.

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Responses

Response from Knoll Medical Practice last month
Knoll Medical Practice

Submitted on 25/03/2024 at 11:50
Published on nhs.uk at 11:50

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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