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 No longer any better than a "bricks and mortar" GP service
Rated 2 stars out of 5
by mthk - Posted on 23 January 2024
As many have already observed, this service used to be excellent; one could get an appointment within hours or at most days. Now, it takes weeks and there is the danger that the appointment booked will be unilaterally cancelled causing a restart of the wait time. The app used to allow one to chose a clinician eg nurse practitioner, now it simply assigns one based upon symptoms. If this service doesn't improve dramatically, I will re-register with a local GP and declare the experiment a failure. I already use my partner's private GP online service which remains excellent so I know it is possible to run an online GP service with the right management and resources. Let us hope that e-med, who acquired Babylon, are willing to put this in place but evidence so far is that they are not. On a more positive note, GP@hand were pro-active in calling me in for a 'flu innoculation which was done at the Canary Wharf clinic and very efficiently.
Visited October 2023
GP at hand has not yet replied.
-
Review titled shame
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2023
Like other reviewers experience, this use to be a superb service but now its dire. Cant get appt for weeks, they dont turn up or the app books you the wrong person you need. Going back to my old surgery
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
-
Review titled Do not trust Gp at Hand.
Rated 1 star out of 5
by Jim Read - Posted on 05 October 2023
I joined Gp at Hand because like many trans people, this was a last resort to get bridging hormones. I was prescribed bridging hormones by an amazing Gp however it is now near on impossible to book appointments meaning I have had to pay privately numerous times so I don't go into withdrawal from immediately stopping. I now can't get appointments for weeks, when I had Scarlet Fever, I couldn't get an appointment until 3 weeks away. Upon calling 111 and them giving me an urgent appointment, this was still 2 weeks ago. This meant I had to go to a walk-in centre while extremely unwell in order to access care. Gp at Hand claims to be a lgbt+ champion, however they start care, then don't follow through. It's left me scared that if I leave I won't be able to re-join in order to get the bare baseline level of trans healthcare I was able to access previously. It's causing me continuous stress and I wouldn't recommend ever starting to other trans people because there isn't follow-through care.
Visited October 2023
Review titled GP at hand
Replied on 06 October 2023
Thank you for your feedback and I'm sorry to hear of your experience. 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. Please contact me via support@babylonhealth.com so we can look into how we can support you further. Kind regards, Karol Quality Governance manager
-
Review titled Standards have slipped dramatically
Rated 2 stars out of 5
by R. Hall - Posted on 15 September 2023
I joined Babylon's GP at Hand soon after it started, and was initially very impressed, persuading my friends to give up their local GP and join the service. In the last 12 months, standards have severely dropped. I just booked a follow up GP call and have to wait 10 days. Crazy. At least with my original GP, I could drop in and wait for an emergency appointment. Now I am stuck, with a poor service and no physical GP to visit. Such a shame to see a potentially revolutionary service go downhill.
Visited September 2023
Review titled GP at hand
Replied on 18 September 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
-
Review titled Poor and dangerous booking process
Rated 1 star out of 5
by Jason - Posted on 03 October 2023
I tried to book today after not needing to use the service for over a year. I’m shocked at how poor the booking service is, and the dangerous design of the booking process. I have been having symptoms that did not fit into any of the listed categories. I was asked to type these into an open text box, then given a booking step with no options for booking (at least none within the current month, I didn’t think it was worth looking further ahead). Changing the type of healthcare professional doesn’t change this. Now I could have a serious health issue but there’s no triage step or process to check this before providing no options for booking. I would expect: 1. The booking process to tell me when a slot is available - rather than making me click through every single day looking for a slot when none are available. 2. To have some kind of triage or feedback questions to triage and see if my issue is of concern - and get a sense of if it’s pressing or could wait weeks. If I had unknown symptoms of something potentially life threatening they’d happily not know. (This is advantageous for Babylon as it removes any clinical liability but I think it’s the wrong thing for overall patient safety). I’m going to be leaving Babylon for another GP. What happened to all the fancy technology - this is all basic stuff.
Visited September 2023
Review titled GP at hand
Replied on 06 October 2023
Thank you for your feedback and I'm sorry to hear of your experience. You can find further details regarding appointments and the booking process on our website https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Please also contact our support team so we can understand your specific issues with the booking process via support@babylonhealth.com. The support team can also assist in booking an appointment directly. Additionally, I will share your feedback about the app with our product teams. Kind regards, Karol Quality Governance Manager
-
Review titled Going downhill
Rated 2 stars out of 5
by Anonymous - Posted on 28 August 2023
When I first registered the service was excellent, with plentiful appointments, esp with non GPs for less urgent problems. The waits seem longer now, with more missed appointments. All the clinicians I have spoken to - pharmacists, nurses and doctors - have been uniformly excellent. The app could be so much better. Just one example, if you need to visit one of GP at Hand's centres, for a blood test for example, the app forces you to choose a centre and then displays the available appointments - quite often there are none at all, ever - rather than allowing you to see the available appointments across all centres. I'll be baling soon, as the lack of appointments and the missed calls make it no better than a physical surgery, where at least you can call in if there's an issue.
Visited August 2023
Review titled GP at hand
Replied on 29 August 2023
Thank you for your feedback and I'm sorry to hear of your experience. In regards to 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. We do continue to offer appointments within our contractual requirements. 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. If you have experienced cancellations or no shows please contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews"and I can take a look into what happened. I will also share your feedback about the app with our teams. Kind regards, Karol Quality Governance manager
-
Review titled Quality has nosedived
Rated 1 star out of 5
by Vidar Hokstad - Posted on 08 August 2023
I registered because of the promise of being seen by video quickly, and it worked great up until my last appointment about a year ago. However, now I can't book an appointment at all, as none is available. I wouldn't even particularly care if there was a bit of a wait, as long as I could book, but having to check back daily without knowing if you'll get an appointment makes it entirely pointless to use this service over my nearest local GP. What's worse is that their app *has the functionality* to let you book ahead, as it used to be there, so they've removed it on purpose, presumably to hide how long the waits now are.
Visited August 2023
Review titled GP at hand
Replied on 14 August 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. We do continue to offer appointments within our contractual requirements. 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. Should you require assistance with any other queries please contact our support team at https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us We value all patient feedback and would like to thank you for your patience as we work to continuously improve our service. Kind regards, Karol Quality Governance manager
-
Review titled From amazing to below average
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2023
Been registered to GP at hand for years. As other's said, used to be able to get appointments in just a few days. Now, it takes 2-3 weeks. You can wait 2 weeks, but they'll cancel the appointment on the day, and you then have to wait another 2-3 weeks! No 'priority appointment' feature in the app. They're replying to other reviews saying 'at peak times' it can take longer. It's always 2-3 weeks in the app. They'll also say appointments are regularly added on. I checked 10 times in 1 day, always 2-3 weeks. They're repyling to other comments saying they're "overstretched", but I can see on the same Babylon app logged in as private healthcare there are appointments same day. However, if you call them *sometimes* they'll have extra slots (not always) and expect to be on hold for 20 mins. I've also always faced issues around prescriptions, where they just don't appear in the app - I always have to email for repeats. Not major but weird how it's never been fixed after 3 years.
Visited August 2023
Review titled GP at hand
Replied on 14 August 2023
I'm sorry to hear about your experience and thank you for your feedback All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. 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. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate issues you have faced with prescriptions. Kind regards, Karol Quality Governance Manager
-
Review titled I'm going back to a regular GP
Rated 2 stars out of 5
by Anonymous - Posted on 26 July 2023
I have been with Babylon's Gp at Hand for years now. The app is great. But there is a fundamental flaw: there is no such thing as an urgent appointment and you can't speak to anyone. This has meant that twice I have had to go to A&e for things that a regular Gp surgery would have dealt with. But with Babylon all you can ever do is make a regular virtual appointment. Appointments have become harder and harder to get. Currently the next available is 2 weeks away - no matter what the issue is. While the app is convenient, having to go to A&e is awful. So I'm going back to a regular Gp that doesn't have an app, but doesn't force me to go to A&e.
Visited July 2023
Review titled GP at hand
Replied on 28 July 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. 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 do 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. Should you require assistance with any other queries please contact our support team at https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us We value all patient feedback and would like to thank you for your patience as we work to continuously improve our service.
-
Review titled Excuses, fake consultation notes or no consultation notes
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2023
I leave this review for improvement, for better health care. I had the results of the urine tests checked by the nurse over the phone appointment that someone had booked from the GP at Hand without my consent. I told her that I did not book this appoitment and that I have not and had not UTI symptoms recently and would like to repeat the urine test due to lab error because I had no UTI symptoms and had not been exposed to any events that would cause me to get urinary tract infection. Also, the symptoms I've had over the years are not related to a UTI because my urine test in October 2022 was normal and my symptoms have been there for years. She wrote in the consultation notes that I booked this appointment for UTI symptoms and I will arrange a repeat urine test, instead of requesting the urine test in the system herself. Now I have to waste time and make an appointment with the GP just because she didn't listen to me and did not arrange the repeat urine test as I requested. I did this urine test only because last year I had episodes of dark urine and for more than a year I have had frequent pain in my left kidney, frequent urination even at night for more than 2+ years, incontinence since 2014 and symptomatic hypertension since last summer. Recently, the ultrasound doctor recommended a CT or MRI scan of my kidneys because of a kidney stone, which the GP made conditional on this urinalysis. The ultrasound specialist recommendations based on the ultrasound results was in May 2023 and it is already July 2023 which are going nowhere…. Nothing is being done that the ultrasound specialist recommended ( more health conditions has been not fixed) and all I hear from the GP is excuses + fake consultation notes by the nurse about the urinary tract infection symptoms or no consultation at all ...
Visited July 2023
Review titled GP at hand
Replied on 11 July 2023
Thank you for your review and for bringing this to our attention, I am sorry to hear about your experience with the service. Please contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" so we can investigate this and assist you. Kind regards, Karol Quality Governance Manager