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 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
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Review titled Terrible booking system - stay far away
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
Spent 4 hours across 4 days on the phone waiting for an appointment. You have to spend the first hour from 8am dialling the number over and over as the call drops or the line says its too busy and cancels the call repeatedly. Once you get on the waiting list, theres 30 people in the queue and by the time you speak to somebody, all the appointments are gone. You are then told you should have called earlier (despite there being no chance of getting through on the phone) or booking through the app. The app doesn't let you book phone consultations for most issues other than prescriptions so its very useless advice. I then decided I would pay privately out of frustration, asked for a telephone appointment to get a referral and they didn't have a slot for 3 weeks. Awful awful service, useless staff answering phones & terrible booking system.
Visited November 2022
Review titled E16 Health - Pontoon Dock
Replied on 22 June 2023
Dear Patient, Thank you for taking the time to leave us feedback. I do apologise for your experience when trying to book an appointment with the Practice. Our phone lines can be very busy in the mornings, we do try to advise patients that if they have admin queries they should be calling after 10:30am. We have also made sure to have more admin staff in the mornings to answer calls to the patients in a timely manner. Our Dr IQ app is being updated currently and we are looking to improve the level of options we have for patients to put through online consultations. We also hope to have this available to patients throughout the day. if you would like to discuss this further 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 Poor Phone Communication
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2022
The comms at this GP Service is the worst I’ve ever experienced. Booking appointments and trying to follow anything up is the biggest hassle, dr it only has a use for booking appointments between 7-7.25am, other than that it’s purpose is nothing, at which point you are then left with no alternative but to phone in and join the phone queue. As has been mentioned in other reviews, almost always the line cuts out (unsure if this is reception attempting to re-set the queue/hang up - a response regarding this would be appreciated), this means that we then have to join the queue all over again. Phoning up essentially means that you are by default signing away the next hour of your life to being on this call and worrying it’ll cut again! I have spent hours upon hours trying to follow things up with this practice and to speak to someone. On top of this, I’ve had two very poor experiences with pharmacists and their comms skills. One was very rude throughout my appointment and then rang back asking for his next patients name! This doesn’t exactly instil much regarding their competency, if they have now shared other pts name with myself. He didn’t even apologise about this. The other time, I was in the middle of discussing a possible two week wait (cancer) referral and the line cut - the pharmacist didn’t ring back, so I was forced to ring reception in order to ask them questions and thankfully was given an appointment with one of the doctors (who was great, once I got to speak to her!). The pharmacist also did not introduce herself as a pharmacist, so I had assumed she was a doctor - these are all very basic communication skills that you would hope would be expected from healthcare professionals. Additionally, I have also just been referred to the wrong service and that services’ receptionist has asked me to inform the GP Surgery that they are using outdated referral forms. Very basic competencies all round, that are not being met. The complaints around booking have evidently been going on for a very long time however it doesn’t seem that anything has changed. What is being done to improve this service, as evidently from your other reviews something needs to be done?
Visited November 2022
Review titled E16 Health - Pontoon Dock
Replied on 22 June 2023
Dear patient, Thank you for taking the time to leave feedback with the Practice. I would like to apologise for your recent experiences you have had with us. We are currently in the process of reveiwing our online service Dr IQ to be more available to our patients. We will be look ing at adding more online consultation options onto the app as well as creating a hub service that will allow for the app to be open all through the surgery opening hours. We hhope you see improvements with this in the future. Our phone lines can be very busy in the mornings so i do apologise you have struggled with booking an appointment. We have implemented a call back option on the phones recently that allow for the patients to receive a call back from the Practice once they are closer to the front of the queue. This does not guarantee our patients an appointment but allows for them not to wait in the queues for long periods of time. I also would like to apologise for your recent experience with one of our pharmacists. I would like to look into this further for you, please do contact the Practice on 02030400100 to discuss this further with myself. Kind regards Alfie Sleap Practice Manager