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 Dire
Rated 1 star out of 5
by Anonymous - Posted on 19 February 2024
The service has gone completely downhill. GPs cancelling appointments last minute after a 2.5 week wait with no explanation, then having to rebook another 2-3 weeks later. Being bounced around every single NHS trust in London for hospital appointments. Unreliable and unable to physically see a GP anymore.
Visited January 2024
GP at hand has not yet replied.
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Review titled Not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
This service was great in the beginning but unfortunately is now not fit for purpose, especially if you need a same day appointment. After days of trying to get an urgent appointmemt with GP at Hand I ended up being admitted to hospital for something I believe could have been avoided. The average wait time seems to be 2 -3 weeks. This is no good if you want avoid becoming seriously ill. GP at Hand via a phone call today have informed that it is a first come first served srrvice. Patients who require same day urgent appointment must call 111. Those who need a repeat prescription you can email for one which is not advertised in the app. My discharge sheet says I must do a follow up appointment within 48 hrs with my doctor but again there are no appointments in this time frame so my conclusion is, after care by GP at Hand is non existing. No wonder 111, hospitals and urgent care walk in centres are over stretched due to GP services like this one. If this service was fit for purpose, I would have been properly assessed by a doctor in person, prescribed antivirals within the first 72 hrs, prescribed a different antibiotic, prescribed inhalers. If this basic care was provided by GP at Hand, the hospital would have saved on financial resources and my illness would not have been prolonged. I will probably have to wait until January now to get an appointment if I'm lucky enough not to end up in hospital again. This is one very disappointed customer who would not recommend this service to anyone especially those who may be worse off than myself.
Visited December 2023
GP at hand has not yet replied.
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Review titled Seriously downhill
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2023
Much like other reviews, the service was great to begin with - appointments could be made the same or next day. Now it’s 9+ days. I left my gp to sign up to Babylon, now I’m in urgent need of antibiotics and can’t access a surgery. It’s an extremely poor way to treat patients and Babylon should be ashamed. ‘NHS waiting times’ is not a valid excuse, to go from 1 day to 12 days waiting with no alternative or clear options to access urgent care? Pure negligence. Would give you minus points if I could. Disgusting.
Visited December 2023
GP at hand has not yet replied.
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Review titled Unable to deliver when it counts
Rated 2 stars out of 5
by Anonymous - Posted on 19 January 2024
I cannot in good faith recommend this service to anyone who actually has anything more serious than a runny nose. Patients are left chasing professionals about their health and to fend for themselves in situations which falls dangerously below duty of care standards. Before the pandemic the service was semi-reasonable but I must admit that until recently I did not have significant need of it beyond the odd consultation. Recently I was hospitalised with a fairly serious condition at the end of November. Following this, GP at hand were sent my discharge notes from the hospital which indicated the follow-up treatment that my GP needed to prescribe me. For over a month I have chased them and followed up to try and get this prescription filled. They have responded slowly, only after pestering and they left me in the lurch over Christmas when I ran out of the medication. Despite this constant communication from myself, every time I speak to someone they seem to have complete malaise over sorting the issue and some level of amnesia over where the discharge papers are or which hospital I attended. Fundamentally this isn't a service, there appears to be a lack of care continuity, slow response times, poor communication and ultimately putting the onus on the patient to 'sort the issue'.
Visited December 2023
GP at hand has not yet replied.
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Review titled Used to be so good
Rated 1 star out of 5
by Claire - Posted on 01 December 2023
The service used to be so good when I joined a few years ago. Being pregnant and contacting the customer service regarding my illness I was still sent a booking invite for 2 weeks time even though it’s been going on for 5weeks already. I used to be able to get same day phone calls and within a few days face to face now that’s far from you will be waiting up to 2weeks which by then is usually pointless. It’s a shame really as it’s so convenient to do it all by app but I think I’ll have to go back to a normal gp service.
Visited November 2023
GP at hand has not yet replied.
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Review titled Very poor service since 2022
Rated 1 star out of 5
by Yals - Posted on 05 December 2023
I had signed up to GP at Hand when it first launched, and it was amazing. You could get same day appointments or within a few days at least. Since 2022, I don't know what has happened, but now the earliest you can get an appointment is in 12-14 days. I can get faster appointments through my local GP. Besides that, while the practitioners I have had a chance to speak to have all been courteous, the follow-ups have been very bad. For one of my health issues, I was told by the practitioner that I would get an email or text with next steps, which I never got. When I called the support line to discuss this, no one could figure out what the next step should be. I then had to book another appointment (12 day wait mind you) to figure this out, and even then, the practitioner cancelled on me the day before. I am fed up with the inefficiency of it. As a mobile service, it defeats its purpose. I am switching to my local GP.
Visited November 2023
GP at hand has not yet replied.
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Review titled Was great, now terrible
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2023
When it started, you could get same-day video appointments. It was amazing. Today, I tried to book an appointment, and the earliest possible was in 9 days. Are you kidding me?
Visited October 2023
Review titled GP at hand
Replied on 20 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. We value patient feedback and will share your review with our team. If you require an urgent appointment please contact our support team at +44(0)330 303 8000 who will be able to assist you. GP at Hand
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Review titled A worthy experiment, but ultimately flawed
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
I was among the first to sign up, I could get an appointment in hours, now it takes 12 days. The last appointment had to be rebooked when the clinician didn't show, and a referal for an ultrasound never materialised. Every practitioners I've met have been great, but clearly the business model has failed (literally), and with it, any sense of patient care and the ability to deliver primary health provision. Any advantage there may have been over being registered with a local GP has long since gone. What we can more sure of is that private interests are likely to compromise your health for profit.
Visited October 2023
Review titled GP at hand
Replied on 06 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. In regards to no-show appointments and issues with your ultrasound, please can you email me via support@babylonhealth.com so I can assist you. Kind regards, Karol Quality Governance Manager
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Review titled Massive Deterioration
Rated 1 star out of 5
by Terence - Posted on 08 October 2023
I’m a Gp nurse myself in Tower Hamlets and am aware how strained all services are. I have been with this service for a number of years as often I know what is needed and the service was prompt- you got an apt within hours or days and the clinicians are courteous and professional. This has changed dramatically in the last year or so. The App triage is not fit for purpose as it takes you through a number of steps before you are then given a good 2 week wait to converse with a Anp or Gp- even if it’s something that could be done with a quick email or chat with a receptionist. I have had two experiences with a care navigator - which again - takes 5 days to get an apt with and they then sent me the wrong link! If you need a face to face- canary wharf basically never has slots so you need to travel to Victoria or euston. I have just had surgery and ended up doing my own wound care in the mirror as you are unable to help and getting through the App process is an ordeal in itself! I now need a phased return note for work and it’s guiding me to an apt - 11 days after I return. yesterday, I was advised that I would be put on a duty list by the chat facility and again- nothing. I have also had a number of cancellations when you are due an apt. This then means you start the -process all over again! I tried the number that keeps appearing on the replies here and it’s not working! This is such a sham- this was an excellent service when it began. Now it really needs an overhaul. There should be easier links to care navigators- within 24 hours and they need to be fully trained. This would cut down apts used for GPs and clinicians- much of the apts could Be handled by reviewing notes and emails. As I say I am a Gp nurse and I know the pressures we are under. This is not easy to write a poor review for a profession that I am part of, but what I see here is some that that could work far more efficiently if it had some organizational changes- which would reduce clinician times so that patients could get better access to the actual service they need.
Visited October 2023
Review titled GP at hand
Replied on 09 October 2023
Thank you for your valuable feedback, and I'm sorry to hear of your experiences with our service. Please contact us via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" so we can take a look into what happened. Kind regards, Karol Quality Governance manager
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Review titled Significant service degradation
Rated 1 star out of 5
by Anonymous - Posted on 08 October 2023
To echo other recent comments, up until perhaps a year ago it was typically possible to get a video appointment within a few days. Now at best, everything is very suspiciously exactly 12 days (or perhaps 10 working days) ahead. There is very little appeal to this service anymore, despite the clinical staff being excellent and the physical clinics convenient and efficient.
Visited October 2023
Review titled GP at hand
Replied on 09 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Kind regards, Karol Quality Governance Manager