Knowle House Surgery

Knowle House Surgery 2022-02-15 Person 2 5 0

My complaint with Knowle House is lack of communication. I had recently had bloods taken and had no response about my results - good or bad. I then had to go through the e-consult system (which could be improved when the request is a simple one) and had a face-to-face appointment. After this I was asked to have more blood tests and then I heard nothing despite expecting a call from the doctor. When I finally heard from the surgery, the person did nor identify themselves and the telephone line was poor and I had to ring back - but through the main telephone line which meant I had to listen to a 4-5 minute message and wait in a queue when it should have been the surgery calling me. Already stressed, I asked when I was going to speak to a doctor and finally this person - I don't think they were the same one as earlier, but again didn't identify themselves - let me know the doctor would be calling me the following Monday as he was on leave that week.

Communication overall is poor. Patients are not psychic - it would be really helpful, and stress relieving if the surgery would send out a text message (where possible) to the patient to inform them of an impending telephone consultation - at very least the date, if not a possible time slot. I for one keep my mobile phone on silent 90% of the time as I work in the hospital and can't have it ringing persistently. Having it on loud ring for 3 days was very stressful for me, as I had 3 nuisance calls while trying to deal with patients while I was waiting to be contacted. I then felt more stressed as it was another member of the surgery, not the doctor I was expecting. The only reason I found out the date of my telephone consultation was purely because I dragged it out of the person I spoke to. I doubt it was going to be volunteered. A simple text message would make life so less stressful. The doctor I see however is good in that if I do miss an unexpected phone call, he will leave a message so I know at least he will call back, but overall I think communication between surgery and patient could be better.

Knowle House Surgery 2021-11-17 Person 1 5 0

I was due for a blood test at 0830 on the 17/11/21 arrived on time.Advised the surgery was closed for deep clean,and to go to another location for blood test. Well my transport had dropped me off,I had no means of transport to this different venue. Why not have some communication to people about changing venue. It would be easier just to cut out the surgery and go direct to these other venues,at least you can just walk in,and not have to wait outside as at Knowle House..

A simple phone call.

Knowle House Surgery 2021-11-15 Person 1 5 0

I rang 111 over a complication following a fall since having an operation they where very helpful explained the problem to them and was told I would hear from knowles house surgery within 2 hours this was at 11:00 waited until 15:00 and rang the surgery to find out what was going on recieved apologies and assured was on the list just had a call from Dr Garstang at 17:20 abruptly told nothing he could do clinic full to capacity that I should go to A and E and that he was going to leave that with me, I understand the health service is stretched at the moment but to wait all day to be spoken to for about 30 seconds abruptly I basically wasted 6hrs now have to make way up to the hospital at night to get it checked what is the point I struggle to get around as it is.

Not keep you waiting for 6hrs just to say clinic is full to capacity nothing we can do

Knowle House Surgery 2021-11-09 Person 0 5 0

I am unable to contact my surgery. Phone is not answered (but says for emergencies only on website). My e consult has not been replied to (except a auto reply saying I would be contacted by last week) I am now unable to submit a follow up e consult as that is down (no mention of it being down midweek on website). My surgery have not replied to administrative requests despite several reminders over the last 2 months and there is no way of me contacting them. Its a disgrace.

Answer e consults especially as it's the only way of contacting the surgery. Have the e consult system working. Have a method of patients being able to contact the surgery. Be contactable!

Knowle House Surgery 2021-06-01 Person 5 5 0

I recently joined Knowle House Surgery, and had my first consultation with with a gp today. Face to face, may I add. My gp is Dr Ray, and he was amazing. He listened to all of my concerns, and examined me accordingly. Then came up with a plan for care going forward. He offered advice and compassion, and was so easy to talk with. I left the surgery today feeling very content. Not only with the outcome, but also his sincerity. Brilliant bedside manner. He was like a breath of fresh air. I felt completely at ease throughout the consultation. Great first impression of this gp.

Nothing could have been done better at all.