GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about GP at hand.
Reviews
-
Review titled Horrible
Rated 1 star out of 5
by Eugenio Ceriello - Posted on 04 October 2024
A week or more of waiting for an appointment, that then gets cancelled 1 hour before the appointment itself and rescheduled in another week time, totalling more than 2 weeks to see a doctor. The app clearly states that for urgent appointments the customer can chat with an advisor. The advisor in chat just tell them to call 111. They're completely useless.
Visited October 2024
GP at hand has not yet replied.
-
Review titled Don’t care
Rated 2 stars out of 5
by Jakub - Posted on 19 September 2024
GP called randomly before the arranged time, made a couple mistakes that I had to correct and just generally seemed she wanted to had the call over with.
Visited September 2024
GP at hand has not yet replied.
-
Review titled Can't speak to anyone, very poor service.
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2024
I have used GP at hand for several years, it used to be good but now the service seems to be at the point of collapse and totally unfit for purpose. In the past you could call and speak to someone if you needed to. I have just been on hold for 33 minutes, with no indication of the length of the queue. At 6.30pm when the website says the line is closed, the recorded messages doesn't change to let you know that the line isn't even open anymore, but just asks you to remain on hold. All I need is GP at hand to provide a summary of my record to a specialist. But there is no useful information anywhere on the website to get this information. I have also spent over 20 minutes waiting for the online chat. This simple task has now taken over an hour and I am yet to be able to speak to anyone or had any resolution to a simple query.
Visited September 2024
GP at hand has not yet replied.
-
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.
-
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.
-
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
-
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.
-
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.
-
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.
-
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.