Knowle Surgery - GPS Healthcare - Solihull

Grace Thompson-Hardy

absolutely horrendous. I Normally have 0 problems with this gp getting prescriptions etc. However this time has been a joke. I originally phoned on tuesday Week before to try get an appointment for my prescription ( which i was told i needed to do in order to get my prescription). So i got a phone appointment that friday, the lady on the phone then proceeded to tell me i didn’t need a check up in order to get what i needed since i had already had 3 this year. I was then told my prescription was going to be ready by tuesday. I went into my local pharmacy on tuesday and it still hadn’t been sent through. I then went back into the gp to ask how long it was going to take and they said thursday night unless the prescription was denied, and in that case i would get a phone call. I didn’t get a phone call to say it had been denied so i went in on friday to pick up the prescription. Yet again it hadn't been sent. I tried to go into knowle after to try and figure out what was going on and they were closed half an hour earlier than it said on their website. So now i’ve waited a week when i needed it for this Sunday onwards. Absolutely joke and i’ve been left right centre trying to get my medication. So now i have to wait until monday to try and sort this situation. It is a complete joke.

Alex T

Firstly the doctors are 5* and the staff actually within the surgery. Which saves the review being 1 star.

Unfortunately the booking system is so bad it’s almost impossible to get an appointment. The system appears to have been merged with a conglomerate of other surgeries for maybe one phone operator. I’ve waited 1:30 hours just to be hung up on a second after the lady said hello, before I could open my mouth. They also never call back using their service.

It’s impossible to make an actual appointment without physically going to the surgery and waiting early. This is not possible for many people but particularly I really worry about elderly or the really sick being able to get appointment who physically can’t get there easily.

Abbieleigh Biddle

Reception staff will assume your symptoms & refer you to a pharmacist?! Phoned at 8am told them my symptoms (tonsillitis) but the receptionist just put down sore throat ?the pharmacist phoned me told me she couldn’t help it had to be my dr as symptoms have been over 3 days so I phone the receptionist team back for them to use there famous line ohh all appointments have now gone for today ?! So moral of the story is the reception team think they are the doctors assuming pples illnesses then referring them to people that can’t help. After explaining my frustration to the reception staff I was hoping they could put there mistake right but instead the lovely Natalie no longer wanted to go round in circles that was her words but atleast she’s getting paid to go round in circles I’m so poorly all I want is a drs appointment for antibiotics instead I just got 3 hours of time wasting and still no help.After this I will be finding another practice it’s a shame as my doctor is amazing it’s just a shame the reception staff are trying to do his job they have no duty of care of the lady that answered at 8am would of put down my correct symptoms I would of been seen by a doctor and be picking up my medication by now.

Kris Oliver

Absolutely shocking surgery.
Completely unwilling to help an 89 year old lady who urgently needed an appointment.
The receptionist is rude, condescending and completely useless. Maybe she should consider a different job.
I will be contacting the practice manager to take my complaint further.

S

Very bad experience with this surgery. After waiting nearly 2 hours on the phone for an appointment I decided to take my child down to the surgery and seek help. Receptionist was very unhelpful, quite confrontational and point blank refused to help us in any way. I was told to ring 111 which I did in reception whilst doctors were walking past me and my poorly child who clearly needed medical help. Eventually got through to 111 who were amazing and gobsmacked that I was already at a medical centre and was being refused a consultation. Eventually I was told to go to a partner gp within gps group who could see us.
I was clearly worried and upset but met with receptionists who really didn’t care at all. I advised I was going to complain about the attitude of the lady and she replied with “go ahead”
Terrible experience, hoping to change asap to a new surgery in the local area.

Karen Rose

Rang 8am waited 39 mins no answer. Rang next day and selected to have them call back, 58 mins later rang and told me no appointments left and I should wait outside the surgery at 7:50am in order to get an appointment. I asked for a future appointment-they don’t do those - I worry about very sick people unable to get to the surgery

Shoaib Ahmad

Knowle surgery is one of the worst performers in the region amongst its Peers. Previously a young British girl at the reception was nothing but a racist. I myself avoided having face to face action with her.

Later the brought an old lady at the reception who was very polite and receptive.
Today there was another young girl at the reception or should I say behind the reception.

After getting an appointment 4/5 weeks ahead of the booking at the surgery after concentrated efforts of days, when I visited the surgery for an appointment 15 minutes before the allocated time, there was no one at the reception, though one could hear the staff busy chatting with each other in the room behind the reception.

I waited at the reception for 5 minutes but no one turned up. I tried to log on to the appointment tablet but it is out of order since months and still not working. Though the surgery might be minting money but they have not bothered to have the tablet repaired.

So I took a seat in the waiting room also as per past practice as a nurse or a doctor used to come and call out the names of the visiting patients at the waiting room.

After waiting 20 minutes of my allocated time and still inside the waiting room, I was surprised to receive a message that I had not attended the surgery and the appointment was cancelled.

I approached the reception to find out that there were at least 5 people in the queue and the receptionist, as usual, was busy chatting with her colleagues.

When she was done with her chat, she approached the window to attend to the patients at her convenience.

When my turn came I told her that I am sitting in the waiting room for the last 20 minutes. She asked me if I had registered myself. I told her that I waited at the desk for 5 minutes and no one was present at the desk so I took a seat in the waiting room. She told me that she was busy over the phone with a patient, which position was not correct.

Now she has given me another appointment which is after 3 weeks.

It’s a shame that the Management and the staff of this surgery, both are not attending to their duties and what is required of them.

It also seems that the management of this surgery is incompetent and no staff wants to work with him. That’s why you see a new face at the counter every time you visit this surgery. The way the receptionist was behaving seemed that she will not be with the surgery for long.

Patients have to suffer because of the management’s incompetence. Call the surgery over the phone and your turn will not come in less than an hour. It is because of the shortage of staff which is attending both phone calls and meeting patients face to face.

NHS must take notice of the highhandedness of these surgeries so that the citizens do not have to suffer from the management’s regressive practices.

S Malik

Excellent surgery, we know NHS is struggling, but staff at the Knowle surgery always on their toes to help community.
Having an experience with Dr Webb, an angel, disguised as human being. Multiple experiences with him, always there to assist and willing to go extra mile to ease our lives. Other doctors are excellent like Dr L Khan, Dr Usmani, Dr Lee etc etc, staff at reception, nurses and phlebotomy, very very kind. Thank you Knowle Surgery you do a lot for us but only minor issues get translated into reviews. Hope one day, Us community members can do something for you the way you help us without any conditions.