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 Serious decline in service since EMed took over
Rated 3 stars out of 5
by Anonymous - Posted on 24 July 2024
I signed up with GP at Hand in around 2017 as I was unable to get an appointment with my local GP for several weeks. Fortunatley I didn't have to use the service too much until 2021 when I had a couple of minor health issues. These were dealt with very quickly and I was able to get an appointment within a day or so at most. I had no reason to be anything but extremely happy with the service Then EMed took over and, despite countless emails and messages saying the service would not be affected, almost immediately getting an appointment quickly became impossible. Now it is at least a week to even get an appointment with a prescribing pharmacist. As examples 1- at the end of Feb 24 I picked up a chest infection and after a few days started to cough up blood. I tried to get an appointment with GP at Hand, but was unable to get one for over a week. I called 111 who said it was important I should get an appointment that day and they contacted GP at Hand. A few hours later I received a text from GP at Home saying I needed to make an appointment on the app - the next appointment was over a week away. I ended up having to search for the contact number to call (the wrong one was provided at first - it was still the Babylon number). When I did get through to someone they were not very helpful, but eventually managed to get a face to face appt 2 days later (the Dr I saw was excellent) - who ended up sending me for various checks via the NHS (all came through the following week. 2 - In May I found out that I would require a thyroidectomy, which I had on July 1st. Subsequently I required a repeat prescription for medication to replicate my thyroid function. It took five days to get an appointment with a pharmacist to get the repeat prescription. I also required a sick note for work which the first person I spoke to couldn't help with and said a GP would need to supply this. The next appointment is 3 weeks away for this. When I have tried to find out why the service has become so bad I have just been told that the NHS is stretched - this seems to have co-incided with EMed taking over, which seems to be very bad luck (and I am pretty sure during Covid the NHS was very stretched but there were no such issues with getting appointments then).
Visited July 2024
Review titled GP at hand
Replied on 24 July 2024
Dear Patient We are sorry to hear of your experience with. We endeavour to accommodate our patients' needs by offering appointments within a maximum of two weeks for non-urgent cases. Additionally, we maintain good availability for urgent, same-day appointments, and we regularly release additional appointment slots through our mobile app. We understand your concern regarding recent challenges in securing appointments promptly. It's important to note that all NHS practices encounter similar difficulties. Despite this, as both a digital and face-to-face healthcare provider, we continue to prioritise timely access to care for our patients. However, during periods of heightened demand, wait times may occasionally exceed 10 days. During the COVID-19 pandemic, the demand on NHS primary care services was relatively lower due to lockdowns and restrictions. However, as we have emerged from the pandemic, we have seen a significant increase in demand as people are now seeking care and addressing health concerns that may have been postponed. Please be assured that we remain fully committed to addressing urgent medical needs promptly. Should you require immediate attention, we encourage you to reach out to us via live chat or phone line. GP at Hand
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Review titled Horrendous practice with even more terrible customer service
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2024
They used to be good a few years ago , but recently emed has gotten terrible. The wait times for appointments are at least 2 weeks out, there is rarely any availability for blood tests, and customer service is a nightmare. I had to have a blood test done on a specific date of my menstrual cycle but they never had any appointments available. I wasted several weeks with customer service asking me to just wait and keep checking. Finally I asked them for a blood test request form so I could book at other NHS centres and of course they keep delaying that as well. I still have not received the blood test request form from them, and they didn't even give me that as an option until I insisted on it. I will definitely be changing GPs and not recommending them to anyone.
Visited July 2024
GP at hand has not yet replied.
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Review titled Horrendous practice
Rated 1 star out of 5
by Ravi - Posted on 08 June 2024
I joined GP at Hand on its app inception and it was absolutely fantastic. However, It’s nosedived into the worst experience one could have. Impossible to get appointments, terrible customer service, errors in patient records. The list goes on. Time to move!
Visited June 2024
GP at hand has not yet replied.
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Review titled impossible to book appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2024
used to be super easy to book an appointment, now you wait weeks. referred for bloods - next available appointment is just under 2 months away.
Visited June 2024
GP at hand has not yet replied.
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Review titled Two cancelled in person appointments in a week
Rated 1 star out of 5
by Anonymous - Posted on 04 June 2024
One in-person appointment last week and then another today cancelled with a few hours’ notice, no explanation and no offer to re-book (I have to go through their admin team to get them to create a new appointment booking link). I have managed to go elsewhere for the appointment today, but the one from last week is still outstanding as it is unclear whether the administrator has created an appointment for all the tests which were ordered or just one. I would not recommend joining this GP. They frequently cancel appointments, both in-person and telemedicine, and it is extremely difficult to even get an appointment in the first place.
Visited June 2024
GP at hand has not yet replied.
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Review titled How to ruin a great service
Rated 1 star out of 5
by Graham Buckley - Posted on 14 June 2024
I signed up for Babylon GP at Hand in 2018 and I have to say it was a fantastic service that ran smoothly and I always had timely efficient care. Unfortunately it was bought out and taken over by Emed last year and it has since become an extremely bad service with lengthy wait times, messy logistics and poor care ranging on dangerous sometimes. It is probably only a matter of time before there is a significant court case and the whole thing is shut down. At that stage, no doubt Emed will be laughing all the way to the bank. Shame on Emed for destroying a great service and shame on Babylon for selling out to these corporate vultures.
Visited June 2024
GP at hand has not yet replied.
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Review titled Cancelled my in-person appointment with 2 hours’ notice
Rated 1 star out of 5
by Anonymous - Posted on 29 May 2024
I have had a lot of problems with EMed/Babylon cancelling my appointments at short notice over the years, or not being able to get an appointment at all, but today is a new low: I was about the leave the house 2 hours before my appointment for blood tests on the other side of London, when I received an email saying my appointment was cancelled. No explanation and no offer to re-book the appointment. Because it’s an in-person appointment, I can’t just re-book it as that has to be authorised by EMed, so I had to email them and ask for a new booking link. These tests are supposed to be 6 weeks after the last tests I had to see if there have been any changes, so now the timing will be messed up. I couldn’t get an appointment at all for the initial blood tests and had to book it at a hospital instead, but these tests are blood tests and some other tests, so I’m stuck with Babylon/EMed’s capricious whims.
Visited May 2024
GP at hand has not yet replied.
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Review titled Used to be great, now awful
Rated 2 stars out of 5
by Anonymous - Posted on 30 May 2024
When I first signed up to GP at hand in 2020 it was great. Appointments same day, great staff and easy interface. Now I struggle to see a non important staff (prescribing pharmacist or nurse) within a week and a GP has at least 2 weeks wait.
Visited May 2024
GP at hand has not yet replied.
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Review titled Unsafe
Rated 1 star out of 5
by Unsafe practice - Posted on 04 June 2024
I had a blood test 3 months ago. They have cancelled my appointment to discuss the results with a nurse (never a doctor) 5 times on the day.
Visited May 2024
Review titled GP at hand
Replied on 24 July 2024
Dear Patient, We are sorry to read of your experience with our service. Please contact us at feedback.gpathand@nhs.net with your details so we can investigate this further. GP at Hand
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Review titled Has become a terrible service since new Provider took over
Rated 1 star out of 5
by Gabriel - Posted on 14 May 2024
I have been with this GP for 7 years and it was always hassle-free - easy to contact, easy to get appointments within 24 hours online and easy to book Blood tests/in-person appointments within a week. Since the new Provider took over I have been waiting for a blood test space for 2 months and have had around 3 appointments cancelled within the last 3 months - everytime I have to re-book it is a 10/20 day wait. Would recommend to everybody using this service to move to another GP ASAP.
Visited May 2024
GP at hand has not yet replied.