Friends and Family Feedback – May 2025

At Knoll Medical Practice, we are committed to providing the best possible care for our patients. We regularly review your feedback, gathered through the Friends & Family Test, to understand what we’re doing well and where we can improve. We want to thank everyone who took the time to share their experiences with us during May 2025 – your input is invaluable!

We were delighted to receive over 300 responses this past month, and of those, an impressive 91% rated our service as either ‘Very Good’ or ‘Good’. This positive endorsement is greatly appreciated by our entire team.

Here’s a summary of what you told us:

What You Appreciate:

We are delighted to see overwhelmingly positive comments about the exceptional clinical care and compassion you receive from our doctors, nurses, and paramedics. Many of you specifically highlighted the kindness, empathy, and thoroughness of individuals like Dr. Hamid, Nurse Mary, Nurse Jo, Paramedic Ben, and Physiotherapist Francesca. It’s clear that their professionalism, listening skills, and effective treatment are making a real difference to your experience.

You also frequently praised the effective problem resolution and advice provided by our clinical team. Patients reported that their concerns were addressed, questions answered politely, and that they received helpful discussions and appropriate treatment, often leading to positive outcomes and prompt referrals.

Finally, we’re pleased that many of you have had positive initial impressions and interactions with our reception team. Comments highlighted friendly, professional, and helpful receptionists, as well as the convenience of our check-in devices.

Areas Where We Can Improve:

We also received important feedback on areas where we need to strengthen our services. The most common concerns focused on appointment access and communication challenges. This includes difficulties with booking appointments, long wait times for appointments and test results, and communication issues such as missed calls or unclear information about procedures. We understand how frustrating this can be.

Some patients also expressed feeling rushed during consultations, particularly during telephone appointments or when requesting face-to-face visits. It’s crucial that every patient feels their concerns are fully acknowledged and taken seriously.

Our Commitment to Improvement:

We take all feedback seriously and are actively discussing these points with our entire team. We are always reviewing our appointment booking systems and communication processes to ensure you receive clear, timely information. experiences.

Your feedback, particularly through the Friends & Family Test, drives our continuous improvement. Thank you for helping us to provide the best possible care for our community.