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 Unsuitable to be a GP
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
In the time I’ve been a patient I’ve never had a positive experience. I understand being public facing and never ever treat staff poorly however I’ve been shouted at on the phone, hung up on mid call, snapped at and had staff make rude comments to my face all while trying to ask about letters sent in weeks/months before. The staff in Albert road are usually quite nice however it’s clear how poorly funded the building and staff are, with only one staff member a month checking letters nothing gets processed to the point of having to seek my own medicinal solutions which is very stressful and expensive. Dr. Iq has never aided the process. If you ever require help quickly, go to 111 as this Gp has always failed me and my partner.
Visited September 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2023
I called gp many times and at last get an appointment for me and my son I went to gp in time and sign in after 20 minutes a lady called my name and told me you should go upstairs now your appointment time is over If I had signed in and dr has checked it why he didn’t called me upstairs and if they are not able to check the checked in patients why they have screens there Staff is not cooperative at all.they don’t care how you have reached there in which situation are you going through Hopefully manager look in the matter and try to make it better for patients not just for the employees
Visited September 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Please look somewhere else for help
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2023
Unfortunately, I am a patient with chronic autoimmune ilnesses which forces me to contact my gp practice monthly. Since I registered with them over 4 years ago there was always a problem with something. Not even to mention how difficult it is to make an appointment for somebody to see you. Half of the staff, (apart from doctors which I found mostly very kind and respectful) can be extremely rude to you. Believe it or not but when you have to contact them monthly it can be tiring. Dealing with autoimmune conditions on its own creates a lot of stress, and I understand that not every patient that attends the practice is polite, but I have always tried my best be kind and appreciative of their work. Many staff members have been extremely rude to me, one even went so far to tell me that it is my fault they cannot find something in the system when another staff member told me that it was their fault, and the other told me to “stop talking” when I was answering questions they asked. It might sound petty now, but when you are in desperate need because you are unwell and need your medication, things like these can really get to you. Please, if you hate your patients so much, change your job. Life can be difficult on its own, people don’t have to make it harder for each other.
Visited August 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Nearly impossible to get appointments
Rated 1 star out of 5
by Riccardo Terzi - Posted on 14 August 2023
1) the only way to get an appointment to be seen by a gp is by phone (not listed anywhere, needed to go in person to get it) 2) was told to phone at 8 am - which I did, and put me in a queue 3) after more than 2 hours waiting on the phone, an automated message said that they were too busy and not answering any more calls 4) called again and used the option to be called back - when I got called back I was told they did not have any appointments for today, and they only ever set up appointments for the same day itself There seems to be no other option to be seen by a gp with this practice other than winning a phone lottery at 8 am. I understand that the uk nhs has been severely defunded over many years, but surely there must be better options to serve the local community than this. At least be upfront about how unlikely it will be to access your services rather than having us waste time on the phone.
Visited August 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Cannot pre-book appointments
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
I would not recommend this GP at all. On several days, reception staff have told me a doctor will call me back but nobody has called me back. There are no appointments available and you cannot book appointments in advance. Given no help on my mental health issues or a way to progress forward.
Visited July 2023
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, We're truly sorry to hear about your experience and the difficulty in getting follow-up support. We understand how important it is to feel heard and supported, especially when dealing with mental health concerns. Your feedback highlights areas we need to improve, and we apologise for any stress or frustration caused by missed callbacks or limited appointment availability. Please consider reaching out to our practice manager to discuss your situation further—we want to ensure you have a clear path forward and access to the care you need. Thank you for bringing this to our attention, and we’re committed to making things better for you.
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Review titled The worst GP practice
Rated 1 star out of 5
by Alexandru Izina - Posted on 06 July 2023
First of all is almost impossible to get an appointment with this gp practice. They never take calls or the waiting time is over 2 hours and they never seem to have available slots although every time I pass the practice, is empty. I live right next to it. Also, through their app, Dr Iq, you cannot make appointments and sends you to call. A vicious circle. Today I had a blood test appointment, which was made almost 2 weeks ago and when I got there, they cancelled me on the day, saying the person who was supposed to take blood is on maternity. How is this possible not to know this in advance and give proper warning and time to rebook? People have lives and jobs. Not to speak health issues and we cannot just wait around for them to get organised. I would not recommend this practice to anyone. I do not even know how they are allowed to exist. No care for patients at all.
Visited July 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled A Joke!
Rated 1 star out of 5
by Filipe - Posted on 03 July 2023
This GP is a joke! I'm awake since 6am and trying to book an appointment through the app, since I'm a vulnerable patient. They said to me on the phone that at 7am the appointments are open. I was not able to book, when I called they just tell me to call 111. So what's the point to be registered with a GP, if every time I need only 111 can help, I can't repeat my prescription, I can't get a sick note since I'm not being able to work and I can't get help from them. It seems like even the receptionist is thinking that I'm stupid or something, saying that: "Oh, it won't be there 6am!" I know, but as I know the Newham GP Group is a disaster to get an appointment, I was online since that time up to 8:20am when I called them. Incredible, I don't even know who my GP is, I'm never able to get help, so I couldn't warn people more to make sure you try to find another GP.
Visited July 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Utter incompetence
Rated 1 star out of 5
by Marco Gifuni - Posted on 24 July 2023
Absolutely the worst service I've ever had with a GP. You can tell by reading the reviews below, that cancelling appointments is apparently common practice for these people. They did it to me twice in less than a month, they also seem to be doing it an hour before the appointment is due to take place which is all the more inconvenient as I had to take time off work to see the GP. I'll definitely change my GP after this.
Visited July 2023
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Marco, We’re very sorry to hear about your experience and understand how disruptive last-minute cancellations can be, especially when you’ve made work arrangements to attend. We strive to provide reliable care, but we recognize that unexpected changes like these can be extremely frustrating. Please know that cancellations are always a last resort, often due to circumstances beyond our control, and we’re actively working to minimise these disruptions. If you would like to discuss your experience further, please reach out to our management team—we’d like the opportunity to support you and improve where we can. Thank you for your feedback, and we apologise again for the inconvenience this has caused.
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Review titled Worst practice
Rated 1 star out of 5
by Anonymous - Posted on 03 August 2023
I call the gp practice at 8am to make a emergency appointment, as soon as I call I I am number 30 on the callers list. It then takes 2 hours for someone to answer to tell me all the emergency appointments are gone and I'll have to call back again tomorrow. I had a urine infection so I begged the gp to have the doctor prescribe antibiotics for me as I was in alot of pain but was just told to call 111. Honestly what is the point even having a GP.
Visited May 2023
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience, and we’re genuinely sorry for the frustration and discomfort you've been through. We understand how challenging it is to get through to us during peak times, and we know the urgency of needing care, especially for issues like a painful infection. Our team works to accommodate as many same-day appointments as possible, but demand can be very high. When we’re unable to book you in, we refer to 111 as an alternative for urgent assistance. That said, we’re continuously working on ways to improve access, and your feedback is valuable in helping us identify areas where we can do better. Please don’t hesitate to reach out if you’d like to discuss this further—we’re here to help and want to ensure you get the care you need.
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Review titled The practice that doesn't listen and doesn't seem to care
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I have been registered with this practice for 4 years since arriving in London and have found that getting an appointment to see a GP face to face or even by phone is virtually impossible. If you need an appointment that is urgent (but not urgent enough for the emergency room) their business practices won’t allow you to the privilege of an appointment. If you finally are 'granted' an appointment you end up seeing GPs that don't listen, don't care, and don't think outside the box! Or you get allocated to a nurse that really can't do anything to help, because you really need to see a GP! Not to mention it is virtually impossible to see the same GP more than once... so there is no continuity of care or ability to build a relationship with a GP at this practice. In the time I have been registered with this practice I have been able to see a GP 3 times, twice in person and once by phone. On all three occasions, I have left feeling unheard, no pathway forward and like I am just a number. The reception staff are completely inept to deal with situations that are outside of their basic manuals and have no initiative to be able to problem solve or provide an adequate answer. You know a practice is bad, when you save all your medical issues up for when you visit your home country on holidays, because you know you will be seen, treated like a real person and they will find a solution that works. The issue is when you return to this practice, they dismiss previous discussions, and you are back in the cycle of trying to get an appointment with a GP who will listen and work with you. In short, don’t register here… keep searching and I wish you all the luck in finding a more responsive and caring practice else where.
Visited April 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Dear Patient, I would firstly like to apologise for the negative experience you have had with the Practice. Patients are entitled so see the same GP if they wish but sometimes this may result in having to wait a few days as the GP may not be available the day the patient calls. I do apologise it has been difficult for you. We offer a wide range of appointment such as early morning, enhanced access appointments, same day appointments, Dr IQ and weekend appointments. I do apologise it has proven difficult for you to get an appointment. I would like to look into this further for you so please do contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager