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 Clinicians cancelling
Rated 2 stars out of 5
by Anonymous - Posted on 21 June 2023
Like a lot of the other reviews, I've been using Babylon for a number of years now. It did used to be very good; I could get an appointment within 3 days, now it is about 1.5 weeks. Even if you forgot to check-in for an appointment, the clinician would try to call or video you anyway. Now that Babylon has expanded so much, the small issues like bugs in the app are now very problematic. Both the app and the web version are buggy. I've checked in for appointments only for the clinician to cancel it saying either I did not check in, or that they tried to call me (which they didn't). This has happened several times. It would be really helpful if there was a function to rate the clinicians so that they can be held accountable for how good or bad their service is.
Visited June 2023
Review titled GP at hand
Replied on 23 June 2023
Thank you for your review and for bringing this to our attention. I’m sorry to hear about your experience with our service. As we have advised other patients, all of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. We reserve emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found on: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. In regards to your issues with the app, please also contact me so we can investigate these issues and assist you. Again you can contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". Kind regards, Karol Quality Governance Manager
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Review titled Oversubscribed
Rated 2 stars out of 5
by Anonymous - Posted on 21 July 2023
Appointment times to see a GP are now in excess of one week. Support team is extremely slow. When you can get an appointment, clinicians will cancel or turn up very late. Would not recommend any more.
Visited June 2023
Review titled GP at hand
Replied on 24 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. 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. Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
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Review titled Rapidly becoming dangerous
Rated 1 star out of 5
by Anonymous - Posted on 17 June 2023
Used to be a fairly good service. Now as a recent example I waited 2 weeks for a simple GP appointment only for them to cancel it on the day with no explanation. Now the next available appointment is 2 weeks away. I am forced to use a&e as a GP - awful for all involved
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
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Review titled Abysmal service
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
Last-minute cancellations 'due to unforeseen circumstances', week-long (at least) waits for basic consultations - there is absolutely no reason to be with GP at Hand over any local in-person surgery, however poor they might be.
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
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Review titled Oversubscribed and unsuitable for complex conditions
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2023
Summary: I've used Babylon GP at hand for about two years now. When I first registered, it was easy to get appointments same-day and things worked smoothly. Today, getting seen takes weeks, rigid 10 minute appointments make it hard to make progress on complex issues, and the app is full of bugs. Availability: The practice now seems dangerously oversubscribed as appointments have become very hard to get. As of 18th June, the next Advanced Nurse Practitioner (ANP) appointment I can book is on 3rd July: over 2 weeks. I'm looking at ANPs because GPs are completely unavailable for the next 3 weeks, and the app doesn't let you book further out! It's pretty unacceptable for it to be impossible to book a GP appointment: the app just advises waiting until the next day when more appointments will be released, but this clearly isn't a sensisble state of things. For urgent, painful or distressing conditions a 3+ week wait is not appropriate. Handling of complex conditions: The app only lets you book 10 minute consultations. For complex conditions, this is simply not enough time: especially as clinicians are often late and/or go through medical background each time. It would be better if these were increased to 15 minutes in line with BMA guidance, and it was possible to book or be referred for longer GP appointments. Advice to patients: The app allows you to book by clinician and see their schedule. If you're lucky, you can book multiple sessions with the same clinician to create a fake longer appointment: this sometimes works if they are not too late (otherwise it'll get crunched to 10 minutes anyways). Clinician behaviour: When you do get to see a clinician, they are mostly professional and efficient. They also seem adequately trained and knowledgable. I like being able to see the notes in the app afterwards. However, they are often late and try to rush things. Advice to patients: They will rush through things, so don't expect hand-holding/empathy. I've found writing down your symptoms beforehand so you can quickly rattle them off useful. If you ramble even a little you won't get treatment / referred, and you'll have to rebook for 3 weeks time. In-person treatment: I was referred to in-person treatment. While it had the other problems (technical bugs, long waiting times, late clinicians, rushed appointments), the clinic was easy to find, clean and staff behaved professionally. Bugs: The app and website have become significantly more buggy while I've been with GP at hand. I've often found booking doesn't work on one or the other, they show conflicting information, or glitch out on basic things like showing where in-person practices are. The clinicians seem aware of and acknowledge many patients have reported these bugs, but they don't seem to get fixed. Advice to patients: If something doesn't work, try both the mobile app and website. If you're looking for your health data (e.g. test results), the mobile app is generally better.
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. Clinicians can occasionally run late as they might be delayed due to assisting patients in a critical condition. If you feel like you have been rushed during any of your appointments please contact us so we can investigate each case. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us In relation to patients with complex care needs, we have a specialised team that can assist you with your care, please get in contact with our support team who can refer you Additionally, if you are experiencing issues with the app, again please contact us so we can investigate the issue and assist you. You can contact our support team at support@babylonhealth.com. Kind regards, Karol Quality Governance Manager
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Review titled From good to terrible
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
You used to be able to get an appointment with a dr or nurse within 24hrs, and face to face appointments the same week. Fast forward 3 years and the service has declined drastically. Now the wait times are over a month for an appointment and today there are absolutely 0 appointments for the next 2 months - regardless of what practitioner type you select. They consistently move really good GPs over from the NHS side to the private site, with absolutely no warning. This is absolutely terrible for chronic illness sufferers or those with disabilities as you build a rapport, the GP understands the complexities, and then with no warning they’re gone and you have to start from scratch. Why they keep accepting more patients when they clearly have no staff is beyond my comprehension. Their lack of care has left me without medication reviews, months late on urgent injections, suffering with minor infections which then become severe. If you have any complicated issues, or are disabled, it’s just not worth it. They literally couldn’t care less about their patients or GP staff.
Visited June 2023
Review titled GP at hand
Replied on 27 June 2023
I’m sorry to hear about your experience. GP at Hand continues to offer appointments within the contractual obligation to the NHS. Appointments can be booked with a variety of clinicians and rotas are regularly reviewed to add capacity. If you require urgent appointments we can usually facilitate these on the day, these can be arranged through our support and duty clinical team. If you require further assistance please can you contact support at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Kind regards, Karol Quality Governance Manager
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Review titled Good luck getting an appointment
Rated 1 star out of 5
by Natalie - Posted on 19 June 2023
Used to be an excellent service with round the clock, short notice availability. Now its a 2 week wait for an appointment - and even if you manage to book - the appointment will be cancelled and you have to wait another two weeks for an appointment, so a whole months wait. Now going to have to go back to my local GP surgery if things dont improve fast.
Visited June 2023
Review titled GP at hand
Replied on 20 June 2023
I’m sorry to hear about 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact details can be found on: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
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Review titled Gone down the drain
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
Used to think GP at hand was great and would recommend it to everyone. For the last several years, it’s been as bad if not worse than any local surgery. Waits for basic appointments lasting weeks, last minute cancellations, and taking 2-3 months to do basic admin. Save your money and don’t bother.
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. At peak times patients will have to wait slightly longer for appointments, we equally reserve emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment. If you wish to contact me so we can look into how we could have served you better and investigate the reason for the cancelled appointments, please do so via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". Kind regards, Karol Quality Governance Manager
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Review titled Started off well, now poor
Rated 2 stars out of 5
by Robin McConnell - Posted on 22 May 2023
Like many I left my GP surgery because of the ridiculous challenges getting an appointment. At first GP at Hand was great and appointments were available quite readily. Now, it’s a different story - it operates on the standard NHS model of no appointments being available even weeks in advance resulting in one having to check back multiple times to see if anything comes up at short notice - only this fails in the event of needing to do anything face to face as one has to drop everything at short notice to travel into central London. Traditional delivery of public healthcare is badly broken in our country, and now, despite Babylon presumably receiving a huge amount of money to run this service, it appears that involving private providers makes things no better. Very poor.
Visited May 2023
Review titled GP at hand
Replied on 23 May 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience. All of our appointment availability will be listed on the app. The rotas are regularly updated and appointments added on, as you already mention please check the app for available appointments. Please visit our website, it has the locations of all our clinics and registration requirements to live within an easily commutable distance of the clinic locations. Kind regards, Karol Quality Governance Manager
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Review titled Very disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 14 April 2023
I have had an issue with GP at Hand's phone service for more than 2 months. The service desk, while polite, has been spectacularly unhelpful, not taking my concerns seriously. The help centre is also unhelpful. As a result of issues with their system, several appointments I have made with clinicians have been marked as missed - despite my waiting by the phone for the clinicians' calls. I have attempted to resolve the issues and contacted GP at Hand. To no avail. All the while? I have been trying to receive treatment for an ongoing health issue. The best the helpdesk can do is offer to rebook an appointment - and then the call for the rebooked appointment doesn't come through! I am conscious that this is an NHS service and I don't want to waste NHS time. But when you make appointments, it is because you are ill. And you are waiting for the call. For them to not come through, and for the service to claim - after you have checked in, said you are ready, and have confirmed this? - you are missing appointments? It is deeply frustrating, disempowering and, when you're ill? A little scary.
Visited April 2023
Review titled GP at hand
Replied on 19 April 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. If you contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". I can investigate the appointments. Please also visit our website to check the connection requirements: https://support.gpathand.nhs.uk/hc/en-us/articles/115003701169-How-to-prepare-for-your-appointment Kind regards, Karol Quality Governance Manager