E16 Health - Pontoon Dock
Pontoon Dock, Royal Wharf, North Woolwich Road, London, Greater London, E16 2THContact details and opening times
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Reviews
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Review titled Unsafe
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2024
Your app is down and has been for several weeks. I try to call and I am unable to get any appointment. I need a repeat prescription and because I haven't got through I now have hardly any supply left. I manage to get through after being on hold for 1 hour and 41 minutes only to be told I need a medication review and therefore can't have my prescription and you have no appointments available for this. It is just unsafe - I am now going without my medication because you give me no alternative. The receptionist told me its my fault because I left it too late. I have tried to call the surgery 13 times in the past week and have evidence of this. It's just becoming unsafe now and while it's not the reception staff fault they gave me no alternative at all. I have never had a good service here.
Visited November 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for bringing this to our attention. We’re truly sorry for the difficulties you’ve faced in trying to get your prescription sorted—especially with the added challenge of our app being down. We understand how concerning it is to experience delays when you’re running low on essential medication, and we apologize for any inconvenience caused. Unfortunately, we couldn’t locate your record in our system based on your message. Could you please call us directly and ask to speak to the manager? We want to make sure you get the assistance you need and look into how we can support you with your prescription and review appointment. Thank you for your patience, and we’re committed to helping resolve this as quickly as possible.
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Review titled Worst GP Clinic in my 8 years in London !
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2024
I have honestly not used a worst clinic since I moved to the uk. They use the worst system to book appointments, that is only available (if available) only spesific times. Then their stuff will not even follow up on your issue even if you chase a lot. Currently their app is down, their website is down, I was calling for hours being on hold to book an urgent appointment, and when I was in queue 4 the call was dropping. I decided to go in person to finally book an appointment, to be told that the reception can't book one for me, I need to call again next day and if I don't manage to speak with someone there is nothing they can do !!! I ended up paying £280 pounds for a blood test privately because of this. Why do we even pay for the nhs if this is the treatment we get?? This is not the first time that this clinic acts like that. This is unacceptable and someone needs to seriously look into it.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for taking the time to share your experience, and we’re truly sorry for the inconvenience and frustration this has caused. We understand how critical it is to have timely access to appointments, especially for urgent issues, and we apologise for the challenges you’ve faced with our current booking system. We have dedicated staff working hard to handle calls, and we're actively working on implementing a new online system designed to improve appointment booking and make it more accessible. We hope this update will greatly improve the experience for all our patients. In the meantime, if there’s anything specific we can do to support you or address any outstanding concerns, please feel free to reach out to our practice manager. Thank you for your feedback, as it’s valuable in helping us make necessary improvements.
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Review titled Poor service
Rated 1 star out of 5
by Jo Hammond - Posted on 14 October 2024
It is impossible to get an appointment here. I have been ringing for 5 days and constantly told ring back tomorrow Or go to A & E I do not need to sit in A & E for hours I need a GP Despites requests for someone to ring back to make a complaint no one rings back. It says on phone message use the app. The app has not been working for weeks. Generally the receptionists are polite. Which is their only positive feature
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Jo, Thank you for sharing your experience, and we’re sorry for the frustration and inconvenience you’ve faced while trying to book an appointment. We understand that constantly being asked to call back can be incredibly discouraging, especially when the app isn’t available as an alternative. Our goal is to provide accessible and timely care, and we apologise that this hasn’t been the case. We’re currently working to improve our booking system, including resolving the issues with our app, to better meet the needs of our patients. In the meantime, if you’d like to discuss your concerns or require assistance with your complaint, please feel free to reach out to our practice manager. Your feedback is important to us, and we’re committed to making things better. Thank you for your patience as we work to improve.
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Review titled Awful
Rated 1 star out of 5
by Debbie - Posted on 17 October 2024
I have been waiting since Tuesday for a simple test result. The receptionist wouldn't listen to me when I tried to explain to her what the doctor asked me to do. She wouldn't listen so I followed her instructions instead, she was adornment that i left it and she wouldn't call the person i had spoken to. It is now Thursday no one knows what has happened to my sample and it shows on the system they are still waiting for me to bring it down. What kind of practice is this. I have spoken to six different people over the past few days and nobody seems to know what is going on. Awful. I wouldn't recommend this practice to anyone. It needs to change this is people's health you are dealing with.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Debbie, Thank you for letting us know about your experience, and we’re genuinely sorry for the confusion and frustration you've been through. It’s concerning to hear that your test result has been delayed, and that communication around your sample was unclear. We understand how important it is for patients to feel heard and informed, especially when following specific instructions from their doctor. We’re looking into this matter to ensure that our staff has clear guidance on handling such situations in the future. If you’d like further assistance in resolving this or to discuss your experience in more detail, please contact our practice manager directly. Unfortunately, I could not locate you on our system to contact you. Your feedback helps us make the necessary improvements, and we appreciate your patience as we work to provide better service. Thank you
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2024
First of all the receptionists are generally very polite and try to help but often seemed dressed and deflated This is the worse surgery I’ve ever known. It’s almost impossible to see a GP and when they say you are booked to talk - not see - a clinician you find out they are not a doctor. My recent telephone appointment was with a clinician who when I queried his role he stated he was a pharmacist who questioned everything I said as he didnt believe me. The people going blood tests etc are friendly and pleasant. But the doctors and other clinicians are often rude and if do manage to see them they don’t give eye contact I would never recommend this surgery to anyone
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience with us. We’re glad to hear that you've found our reception and clinical support staff helpful and friendly, but we’re truly sorry for the difficulties you’ve had with accessing GP appointments and feeling fully supported in your care. Our goal is to provide effective and compassionate care across the team, and we regret that this hasn’t been your experience with some of our clinicians. We’re working to improve access to GPs, as well as fostering an approach where all patients feel listened to and respected during consultations. Your feedback is important to us, and we’ll be sharing it with our team to ensure we make improvements. If you’d like to discuss this further, please reach out to our practice manager. Thank you for your feedback; it helps us continue to improve. Thank you
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Review titled Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 October 2024
I have called numerous times at 8am and held on to get an appontement with the gp, it takes an hour or longer sometimes to get an appointment, when they answer the phone they say “we’ll call you back with an appointment time” - but no one calls back, it’s the most incompetent surgery in the country I’m sure, and I cannot believe this is tax funded, it’s a complete joke of a system.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience with us. We sincerely apologise for the difficulties you’ve encountered while trying to secure an appointment. We understand that long wait times and missed callbacks can be incredibly frustrating, especially when you need timely access to care. Please know that we are actively working to improve our appointment booking process and reduce the time you spend on hold. Your feedback is crucial in helping us identify the areas where we need to make changes. If you’d like to discuss your concerns further or if there’s anything we can do to assist you right now, please don’t hesitate to reach out to our practice manager. We appreciate your patience and understanding as we work to enhance our service. Thank you
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Review titled Worst ever
by Anonymous - Posted on 19 September 2024
I went to the app to ask for an online consult but also requested a callback just to make sure my request went through. Then the receptionist told me I did it wrong and that my appointment was not booked! I told them I selected the option available there and to think its for my baby! He said I didn’t do it right and should’ve selected the other one. I asked him then what’s the purpose of the other options if its not the right one?! They could’ve just remove those options!! He didn’t give me any other options and just told me to call back again tomorrow!! My baby’s concerns are getting worst and he didn’t give me any other advise! What a stupid thing to say!! No sense of urgency!! No sympathy, no apologies!! Worst GP ever!! I have to call 111 again which is also useless!! You should have an option to cater infants that have a serious concerns! Or else we’ll end up having our conditions get worst! No priority for babies! Always a first come call basis! Doesn’t consider the age or provide other options. No actual action and it’s useless to call GPs now.
Visited September 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, I’m very sorry to hear about your experience, and I understand how distressing it must be to feel like your baby’s health concerns aren’t being addressed promptly. It's unacceptable that you faced difficulties with the appointment process and didn’t receive the assistance you needed. We’re actively working on improving our online system to ensure that it is user-friendly and clearly indicates the appropriate options for various situations, especially for young children. I apologise for the lack of urgency and support you experienced from our staff, as we strive to provide compassionate care to all our patients. If you haven't already, I encourage you to reach out directly to our practice manager so we can address your concerns and find a way to assist you with your baby's health needs. Your feedback is invaluable in helping us improve our services. Thank you for bringing this to our attention, and we hope to resolve this matter for you as quickly as possible. Thank you
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Review titled appointments and competency
Rated 1 star out of 5
by yosra khalaf - Posted on 22 September 2024
Its near impossible to get an appointment ,there is only on the day appointments in which phone lines starts at 8 and up to 8.20 all appointments would be taken and you have to call the next day and so on . the app dr iq all options for online consultations are disabled due to high demand and there is no other way of requesting non urgent appointment for the coming few days or so . the staff on the phone some of them are helpful but majority are unprofessional and so rude so if you trying to chase a referral or request repeat prescription the receptionist would muck you around and you would need to go to square one and request to talk to the gp doctor .
Visited September 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Yosra, Thank you for sharing your experience with us. We’re truly sorry to hear about the challenges you’ve faced in trying to secure an appointment. We understand how frustrating it can be to have limited availability and face difficulties with our app and phone lines. We are currently working to improve our appointment system and increase access for our patients, including addressing the issues with our online consultation options. Your feedback regarding the professionalism of our staff is also concerning, and we will ensure that this is addressed with the team. If you have specific issues with referrals or repeat prescriptions, please reach out to our practice manager directly so we can assist you in resolving those matters. We appreciate your feedback, and we are committed to making improvements to better serve you and all our patients. Thank you for your patience. Thank you
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Review titled Inaccessible practice
Rated 1 star out of 5
by Anonymous - Posted on 26 September 2024
I found this GP practice to be highly inaccessible. The only way to book an appointment is by calling at 8 am, but they rarely answer, leaving you frustrated and wasting time. I have visited the practice twice in person seeking help for an eye infection and to get asthma and allergy medication, but each time I was simply told to call back the next day — no help was provided. It is disheartening that they do not seem interested in providing care when it is needed. I cannot recommend this practice.
Visited August 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience, and I’m sorry to hear about the difficulties you’ve faced in accessing care at our practice. We understand how frustrating it can be when you’re in need of medical assistance, especially for issues like an eye infection and managing asthma and allergies. We recognise that our current appointment system has its limitations, and your feedback highlights the need for us to improve our accessibility and responsiveness. Our goal is to provide timely and effective care, and we regret that this has not been your experience. If you haven’t already, please consider reaching out to our practice manager to discuss your concerns further. Your insights are important to us, and we’re committed to making necessary changes to better serve our patients. Thank you for your patience, and we appreciate your feedback. Thank you
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Review titled So many barriers - Very poorly run
Rated 1 star out of 5
by J Davies - Posted on 24 July 2024
Tried accessing my 'Patient Access' to message the surgery to get an appointment. Can no longer be done without an app. Some of us don't want apps or have phones that use apps - so what happens then? You can't access your details online, that's what! Went to the surgery to book an appointment. Three people on reception and none of them had a clue. There response was we can't book an appointment for you (computer says no). No practice manager around to resolve - total waste of time and effort. This is what my taxes pay for! Basically, the place is over subscribed with 'patients' and not enough doctors to cover. It's been the worst run surgery I've ever been with in the last 12 years.
Visited July 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your feedback, and I’m truly sorry to hear about your frustrating experience with our practice. We understand that not everyone wants to or can use apps, and we recognise the importance of providing alternative options for accessing care and booking appointments. It’s unacceptable that you felt unsupported when you visited our surgery in person, and I apologise for the confusion and lack of assistance you encountered. We’re currently reviewing our processes to ensure that our staff is better equipped to handle these situations and that all patients can access the care they need, regardless of their preferred method. Your feedback is invaluable as we work to improve our services, and I encourage you to reach out to our practice manager to discuss your concerns further. Thank you for your patience, and we appreciate you bringing this to our attention.