GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
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Reviews
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Review titled Deteriorated since change to eMed
Rated 2 stars out of 5
by LRC - Posted on 28 August 2024
I don't have complex medical needs and I am relatively tech savvy. I use the emed app and I have also used the website. I check in and turn up for all my appointments, but this year there has been a decline in the service offered. I've had several appointments cancelled at short notice by E Med with no reason given and just the opportunity to rebook. When you do get the appointment and you speak to a GP - its all OK, they're qualified, they know what they are doing. But the mechanics of the emed system are poor. For example today I wanted to change an in-person appointment. This should be very straightforward. On the app there is a 'change the date of the appointment' button. You click the button, you choose an alternative time, all great. But the app's got a glitch on it and won't allow you to select any single alternative time -it just says that appointment is no longer available. I can see that allegedly there should be dozens of available slots but every single one you can't book. So you can only cancel the appointment and then of course in order to get the booking link again sent to me in order to re book I'd have to have a long conversation with someone on the phone. When I have called up - because their app doesn't work properly or when they've made a mistake or when they've cancelled on me - I'm often talking to someone who's clearly working from home, looking after children, easily distracted, and reading from a script. None of these things are reassuring. Oh and the website works differently from the app so things you can do in the app you can't do on the website and vice versa. As I said at the beginning I don't have complex medical needs and it wouldn't be reassuring if I did.
Visited August 2024
GP at hand has not yet replied.
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Review titled Very disappointing
Rated 1 star out of 5
by Anonymous - Posted on 21 August 2024
I been with Babylon for many years and never had any issues with them. The service was great and I was been able to get appointments on even the same day, which was very helpful due to my bad health. Unfortunately, after emed took over, they set up a waiting time of 2 to 3 weeks to get an appointment. I do have an ongoing conditions, which seems to have worsened and having to wait for 3 weeks for an appointment, quite scare me. To be honest, is someone is unwell and needs to see the doctor, having to wait for 3 weeks makes absolutely no sense.
Visited August 2024
GP at hand has not yet replied.
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Review titled Absolute worst GP practice I have ever experienced
Rated 1 star out of 5
by Anonymous - Posted on 14 August 2024
I have been getting a standard prescription for over 7 years and never had any issues despite having had 5 different GPS during that time. GP at Hand has been absolutely atrocious. It's impossible to get hold of an actual dr, appointments keep getting cancelled and I have been offered replacement appointments at 2 or 4 am in the middle of the night. That is if I even get an appointment. On top of that I have been waiting for over 3 months to get my repeat prescription set up. When I get to speak with somebody at all I invariably get contradictory information. I cannot recommend this service at all and I deeply regret ever signing up to it. It has been the single worst experience I have ever had as a patient in any NHS service. The last 3 months have been a complete waste of time for myself, for my previous GP I had to call to get my own medical documents, for the secondary services I had to call, because GP at hand did not bother to request any information. And it has been a huge waste of time for the 6 different nurses and GPS I spoke to that keep passing me around, for an issue that at any other GP is a single appointment, involving reading my medical history. I just had a GP cancel on me after a 3 week wait due to technical difficulties. They did not bother to rebook an appointment, and I got a message in the app saying that if I still need an appointment I can book a new one myself, which will be another 3 weeks of waiting. Honestly the service is utterly broken and I would strongly urge people to stay as far away from it as possible.
Visited August 2024
Review titled GP at hand
Replied on 14 August 2024
Dear Patient, Thank you for taking the time to share your feedback with us. We genuinely appreciate hearing from our patients, and we take all concerns seriously. We are sorry to hear that your experience did not meet your expectations. To better understand and address the issues you've mentioned, please contact us at feedback.gpathand@nhs.net. Governance Team
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Review titled They missed my appointment, and won't put me through to human
by David Truman - Posted on 26 August 2024
They missed my appointment sent me a push notification after they were supposed to call me and said "Please cancel your appointment and book another" this was for sorting out my next perscription and I have to wait a week for an appointment now. And now there is no way on phone or their "chat" program to even get through to a human being to sort things out properly. I want to change provider to different GP but I am in middle of referral with an NHS physiatrist and I don't want to mess that up. They are truly appalling. They should be fined.
Visited August 2024
GP at hand has not yet replied.
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2024
I have been with Babylon for 5 years and I have never received such terrible treatment as I have since its takeover by Emed. I am trying to book a smear test and can't book an appointment within the next month, can't get through to anyone on the phone (waiting times are the worst I have ever experienced, even for a call back) or via the online chat. I am left unsure what to do and how to book my smear. I would not recommend this service to anyone, ever.
Visited August 2024
GP at hand has not yet replied.
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Review titled Changed since eMed
Rated 1 star out of 5
by Jp - Posted on 19 August 2024
The service is now increasing bad. I found the service great until eMed took over. Now it is shockingly bad. They no longer have an email to contact them about admin issues, their chat function has never worked for me and I wait on the phone for over half an hour. It is impossible to get an appointment within 2 weeks and after 2 weeks my appointments have been cancelled twice.
Visited August 2024
GP at hand has not yet replied.
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Review titled Completely ruined since eMed takeover
Rated 1 star out of 5
by Anonymous - Posted on 06 August 2024
I am sat waiting for a GP to log onto the app 40 minutes after the appointment time, and presume it's going to be cancelled. The GP at Hand service used to be excellent. Some people don't like virtual appointments but I actually think they're great. I've been given huge amounts of help with a recent diagnosis, and I've had excellent hospital treatment. But ever since the eMed takeover the service is now unusable. Appointments used to be within 7 days, now you are lucky if they are within 21 days. How on earth has this gone so wrong?! Really sad because I thought this might be a great new way of delivering NHS GP care.
Visited August 2024
GP at hand has not yet replied.
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Review titled Finally left. Just awful. Real shame
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2024
Babylon used to be pretty good. But always had an issue with connections with the NHS. My endocrinologist advised me to leave because the communication was terrible. Now it’s emed it’s even worse. They just lose results. Don’t hear from anything, what happened. What stage your at. Prescriptions ? good luck. They sent them to the wrong pharmacies. You just have no idea what’s going on. Minimum a week to speak to someone (who isn’t a gp) admin, prescriber,mental health, but no gp anymore. They have been removed. I had an assessment. Contacted who I was meant to. Twice now. They haven’t heard of me. And I each time I have to book an appointment to talk to emed which is 7 days plus. Getting pretty dangerous. If a prescription is a mess, and you have just started. You can’t get emergency meds because the NHS probably don’t know you are on a prescription. All the people I have interacted with are great which is a shame. It’s honestly worth avoiding now. Especially when people who work in the NHS are telling you to do so.
Visited July 2024
Review titled GP at hand
Replied on 24 July 2024
Dear Patient, We are sorry to hear about your experience. Please contact us at feedback.gpathand@nhs.net with your details so we can investigate this further for you. Thank you for bringing this to our attention. GP at Hand
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Review titled Lost multiple tests & long wait times
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2024
I've had multiple tests managed by GP at Hand lost, blood tests, spit tests and poo tests. I've literally done a 2 hour round trip carrying a vial of poo in my bag, and it was for nothing. Had a gastroscopy that I got the results printed immediately at the hospital and told the GP would discuss results with me, but 4 weeks later when I booked an appointment (4 week wait time!!!!!!), I was told even though I was given results immediately on paper, it wasn't on the system so the GP couldn't look at them!!!!!! Shambolic.
Visited July 2024
GP at hand has not yet replied.
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Review titled Used to be good
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2024
My current experience is the same as other people posted about this service. 2 years ago it was quite decent but now, it is barely usable. After the virtual appointment I got recommendation to have urgent F2F appointment with GP. Today is 25 Jul and closest F2F appointment date is 12 Aug.
Visited July 2024
GP at hand has not yet replied.