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 Two appointments cancelled for no reason
Rated 1 star out of 5
by Mihail Giurgea - Posted on 20 February 2023
My baby has been scheduled for immunisation on 31 january. While we were waiting at Pontoon Dock, the receptionist called us and told us that the appointment was cancelled because the baby was "too young". This made no sense because she was 9 weeks old and the appointment had been arranged by a doctor. They arranged for another appointment on 20/02. Today 20/02 they cancelled again for "unforeseen circumstances". We received the SMS while on our way to the practice. They didn't even bother to call. I received a message from the NHS that my baby is now overdue vaccination.
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Dear Mr Giurgea, I would firstly like to apologise for your recent experience with the Practice. At the time of your first appointment on 31/01/2023 your child was 7 weeks and 6 days which is too soon for the child to have their first vaccinations. They need to be 8 weeks. I do apologise for this being incorrectly booked and this has been raised with our clinical and admin team. In regards to your appointment being cancelled on 20/02/2023 at short notice, this can happen at very short notice from when the clinic is about to start. In order to get through tour patients we text the patients to make sure they are aware as soon as we can. We have now discussed with our staff that if a clinic is to be rescheduled at short notice, we offer the patients an alternative appointment in the text message and allow the patient to respond. If you would like to discuss this further in more detail please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Poor service
Rated 1 star out of 5
by Shani - Posted on 05 February 2023
I’m currently 6 months pregnant and i’ve been struggling to get in contact with a midwife regarding appointment changes. I’ve left a voicemail with my name and phone number & i still haven’t got any contact back. From my december appointment, i was tested and was asked to contact them if i haven’t received my results within two weeks. I did give it time as there was the strikes going on but till this day, 5th of February, i still haven’t received anything. It is a bit of an inconvenience as this is my first child, and my first experience and i never felt so alone in my pregnancy.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, I do apologise you have been having issues with your appointments to see the Midwife. Unfortunately this is not something that the Practice deals with as the midwife team is through the hospital. If you would like to discuss anything else please do contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Absolutely horrible receptionist, very bad behaviour
Rated 1 star out of 5
by Anonymous - Posted on 07 January 2023
Tried calling the practice to say I would be 5minutes late maximum, no answer. I arrived and the receptionist had a very bad attitude. If I knew her name I’d put her name here. She should not be working here. Shouting at me telling me i should of called, she had a very very bad attitude and even told the doctor to go away. Appalling. Very very angry with this woman. Train Your staff on how to speak to patients. If I have to deal with this receptionist again I will teach her how to speak to people. Ridiculous that you have employed this waste of space.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise for your experience with a member of our reception team. Our reception team undergo training for customer service and how to speak with patients in the correct way. I do apologise if you felt the customer service you received was not good. I would like to look into this further for you. Please do contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2022
I moved to this surgery hoping to have a better experience than my previous one but it was even worse . Their app system is terrible and only allows you to make consultations for a few medical issues which means you can only make appointments by calling. And even then you have to wait several hours to be told you can’t book appointments during the week at anytime, only at 8am making it’s impossible to get through to the surgery.
Visited December 2022
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I do apologise you have been experiencing some issues with booking appointments. Our Dr IQ is going through some changes at the moment. We are looking at ways to improve the access we provide to our patients. We will be adding more online consultation options for the patients to choose from as well as a having a team of clinicians who will work on Dr IQ throughout the day allowing for it to be open for longer periods of time. Regarding the wait times on the phones, we now have more staff working on the morning shifts to make sure the phones are being answered in a timely manner. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health