James Wigg Practice
Kentish Town Health Centre, 2 Bartholomew Road, London, NW5 2BXContact details and opening times
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Reviews
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 March 2023
Lots of services, doctors are wonderful, most of the receptionists are good although when the self check-in screens are not working it would be helpful to have a receptionist actually present at the desk
Visited March 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient Thank you very much for your 5 star review. We are glad that we have been able to meet/exceed your service expectations. Yours sincerely, James Wigg Practice Team
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Review titled Terrible
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
E-consult system never available. Long wait to answer phone. Can never get to speak to - let alone see! - a GP. Terrible admin. Forms incorrectly filled in. Receptionists interpreting - wrongly - test results.
Visited March 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Sad demise and lack of compassion
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2023
This has become a very sad situation for us as long time patients . We know how good the practice once was but it feels like the staff dont want to be working there. Some very poor decisions being made that disproportionately impact on the most vulnerable - latest being the imposed telephone triage system that is in place we presume to put people off seeking help. No acknowledgment the impact shutting the doors in covid has had on patients and the impact of industrial action or shortages of essential medications or no functioning a&e or ambulance service. No attempts made to be transparent or rebuild trust. Management and communication systems need overhauling and a complaints team that over the last 2 yrs just dismissed any suggestions or feedback shouldn't also be a pr team. We refuse to complain as that diverts admin teams away from essential tasks- the practice says it listens and learns and we want it to. As a family we have been let down and the role of the GP seems to be that of an over zealous gatekeeper. To refuse to allow patients to decide the need to see a GP is disrespectful and like something from a different era. Really want a good relationship with a GP and this should be possible but you simply can't get an appointment with anyone most days let alone the same one or two Drs. So busy but still signing on new patients which looks really bad . We want a family GP practice not a mini hospital. We can't get follow up appointments for planned care that Consultants request. We cant get ongoing prescription problems resolved. We cant get physical examinations for lingering symptoms and one of our family is immune compromised. We cant get blood results because they havent appeared on the GP system. All of this could be sorted in a face to face appt but you are blocked from making one. We will be leaving the practice because it lost sight of what a good GP service should be doing. We cant wait for this to get better, we have literally had no GP for 3 years
Visited March 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Experiences very poor
Rated 2 stars out of 5
by Anonymous - Posted on 18 February 2023
There were some very good GPs here but it is a very large practice and so often a GP is there just a few months which is terrible for building a relationship or straightfoward communication. 3 yrs refusing to see patients is 3 yrs too long. Communication is really poor at times and admin often cant say what the systems are ( like econsult opening hrs or getting a prescription put right) and of all the staff here it is them I feel sorry for most. It often takes 8 to 12 tel calls or emails to get a mistake rectified.But it is pts who are suffering the most,it is us who are the more traumatised. We dont get days off from debilitating symptoms. I have a serious life long condition. I cant swap it for a less stressful less harmful one like I could a job. The practice has lost sight of the harm bad systems and policies have. I have been here since I was a kid, grandparents and parents here and my children. My grandparents are housebound in need of a GP home visit and we asked but so much obstruction was put up they begged us to stop trying because they ' didnt want to bother the doctor'. They are both extremely frail and can't get to see a GP. Plenty said here and on social media about this and all other appt systems being not fit for purpose - especially for the very vulnerable. I had my first child just as Covid hit and every single support system for babies and parents went and never returned. I had very very bad postpartum depression with no GP support. Too triggering to describe here but I dont see any recognition that the practice should be now focusing more on under 5s or offer face to face support groups. This so called telephone triage doesnt separate out young children. It also blocks severe mental health pts who I can tell you from my own experience can be made much worse by being on a phone. They have nowhere else to go. The GPs need to go back to basics and need to be honest and straightforward and communicate clearer. Are they prioritising telephone appointnents for simple medical problems over people like me needing to see a regular GP face to face? Is it true that they decided to go with outcome driven telephone appts? Have they looked at the impact on the most disadvantaged? So much could be explained on the website. 3 yrs too long a wait. Some pts are suffering more than others.
Visited February 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Sorry seems to be the hardest word
by circinusmn43 - Posted on 03 February 2023
Like all GPs this surgery refused to see patients all through 2 years of pandemic - but we are almost at the 3 yrs mark and it is still virtually impossible to get seen. I feel like a pawn in a political game. The appointment systems change daily .Communication is so poor I have lost trust things are ever done or safe ,when this is the relationship you are meant to trust the most. They have a telephone only system where a clinician which often means not a doctor, decides if you are allowed to see a GP or have to be put to random multiple telephone appointments where you get more and more ill as time goes on. All of which will end up in you having to see a GP in the end anyway - it seems like such a poor management of scarce time. Or, as in my family's case 999 take to A&E. They don't listen, all this here was said to them over a long period because they are always under stress. But patients are more under stress I think. For some unfathomable reason a communications and media team runs their complaints system, Not one of them are medically qualified so no lessons ever get learnt . The (extremely rude) member of staff who rang us didn't understand a single basic medical term we were using let alone have a grasp of the serious consequences of what goes wrong. They are the same team who have told people on feedback sites to email them when there is no point as they wont understand why what is written here is so clinically poor. Such a very poor management system where there seems to be no clinical person looking at the medical consequences of when things go wrong. 2 different egs from our family , both of which have been said by others with similar concerns here or on Google a good while back . We have very young children. There is no priority system in the telephone triage for under 5's and others have said this and the GPs didn't do anything so yet again no lessons learnt. So you call, hold on in a queue of over 30 patients for up to an hour during which time they could and should have had an option for under 5's because young children's illness is often very unstable. Then reception tell you no appts and to do the same the next day and so it goes on and on until an emergency is reached. At which point they say this is now too urgent for us call 999. They've done this when there is a shortage of children's antibiotics, shortage of rehydration sachets they tell us to use, ambulance and nurses strikes. This has happened 3 times in the last year. My children are now terrified of any medical setting after being admitted through and to local A&E's subjected to painful injections and tests. If we ask to see a GP then the GP should see us. As another example, a family member has very very poor mental health and when that is the case her ability to self care in all respects goes down. She has a psychotic condition which excludes her from all the self referral routes.She is dependent on medication but this is hard to take and needs GP support and has very bad physical side effects that have to be monitored closely through blood tests .Plus she has serious physical health problems and like others with these conditions needs to be seen. But in her case because she is too scared of the phone and doesn't even own one she hasn't been able to be seen at all. This is what happens when GPs decide everyone can be cared for over the phone or by video when no they can't. Some of this would be easier to manage emotionally and make sense of if anyone there ever said sorry. But they never do, no matter what has gone wrong. It makes our family feel like our lives don't matter . We also think this is a discriminatory system for very vulnerable and if the GPs really wanted to change they could. Only simple conditions are manageable by phone. If we ask to see a GP it is because we know we need to see a GP. Believe me it is not a 'want'.
Visited January 2023
Provided by Care opinion
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Circinusmn43 We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on our system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Helpful and cheerful
Rated 5 stars out of 5
by Anonymous - Posted on 30 December 2022
I’ve had to drop by the practice a few times recently for blood tests, to organise prescriptions, drop / collect forms for me and family members. The staff at reception have been very helpful, cheerful, attending with a smile, and nothing was too much trouble! The ‘behind the scenes’ team was also very efficient despite the holiday season! Thank you for all you do!
Visited December 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient Thank you very much for your 5 star review. We are glad that we have been able to meet/exceed your service expectations. Yours sincerely, James Wigg Practice Team
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Review titled Telephone triage appt system- very unsafe in mental health
by Marcia7 - Posted on 10 March 2023
The GPs decided that all appointments, routine or urgent have to go through telephone system only. Now, if you ring there is also a message saying the same and so when you have severe mental health symptoms where using the phone is unmanageable and triggers more symptoms, this is what you have to do. Or you don't get any GP appointment. Including when suicidal. Including where you might have hallucinations. Including when you might be in a very dark place. My close relative has very poor mental health, lives alone, doesn't have support workers or carers or a psychiatrist and there is no safe crisis care in mental health in this area. We all live out of London and cannot provide the care she needs and shouldn't have to be the link to a GP who has decided to cut off very vulnerable patients this way. The GP like all GPs has a register of all patients with severe mental illness and it's not as if they don't know her situation as many times she's been in hospital. She also has poor physical health that anyone without a severe mental health condition would get seen for but she can't now because her GP has cut her off this way. What this phone only system does to her is this: Stops her being able to make any contact because she gets psychosis and now the GP refuses to let patients go in and make an appointment or email even when disabled or have poor mental health; Makes harmful dangerous voices she hears even worse and more risky - which is why she doesn't have a phone in the first place; Tells her that she doesn't need help when symptoms are florid and she is unsafe because the GP isn't at all accessible; Tells her not to take medication because her not seeing a GP means no one monitors this; Tells her no point seeking help if and when her life is at risk. She has attempted suicide in the past. Clearly any GP knows full well that having a telephone only system stops very many being able to get a GP appointment but went ahead and did it anyway . Clearly looking on review sites they have been told and any GP worth their salt knows this - it is obvious and very basic healthcare to know the above if you are a busy London GP training practice. How can any GP think this is OK. Really terrified something awful is going to happen to her and we get a knock at the door from police.
Visited December 2022
Provided by Care opinion
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Marcia7 We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled No appointments
Rated 1 star out of 5
by Sunny - Posted on 07 January 2023
From long before Xmas time when officially stopped completely making non emergency appointments you couldn't get any appointments. The systems change all the time and they have online consultation which is now closed for days or only open 2 hrs a day but will close without any notice. You then have to call the GP but reception say there are no appointments and this goes on for weeks. I have cancer and I need to see my GP because the hospital says the GP should be co managing my care. So then my health deteriorated and in the end I am ringing to see a duty GP. But reception keeps saying there are no duty GP appointments so I couldn't have any care . My mental health was getting worse because of this and I now I got depression back again and no medication prescribed because I can't see a GP. Then they said they don't see any patients anymore and there is a complicated system where you have to telephone explain to see if you can get another telephone appointment. I don't understand any of these systems anymore. When I ask to leave a message for my GP who I haven't seen in 4 years with cancer reception say they are not allowed to take messages and I must email. But the email reply says they don't deal with medical queries on email. The NHS is under huge strain and I understand all that but this is a bad situation a bad system when you can't understand it when you have to jump through so many hoops . If they made it more simple I don't think the surgery would be so clogged up and the GP should have seen me.
Visited December 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Sunny We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Poor disability access
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2022
I am a disabled patient who is completely let down by the practice . I can't use the telephone but I can email and I can use Relay - the standard communication system for those who can't use a telephone conventionally. That the nhs promotes. All emails are ignored so I cant communicate that way. I find it incredible that disabled patients aren't allowed to communicate by email. It had been agreed for years but the policy has changed. I am incredulous that a 'communications team' has responded on here telling people to. Yet can't enable the most essential basics of a system like Relay and emails for those who can't phone. Reception staff don't know how to use Relay and when the operator tries to connect they don's accept the call. They told my family they had never heard of it. It doesn't appear on the sheet they have on asking how a patient communicates. This is very basic disability knowledge regarding the most used App in the uk for those with speech communication problems. This entire appointment system is disability unfriendly. The practice should have done an impact assessment .
Visited November 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Compassionate, informed practice
Rated 5 stars out of 5
by Mary Carson - Posted on 10 October 2022
A grown up conversation with an experienced doctor who actually listened to what I had to say and then used experience and clear communication in assessment. I was given a choice on next steps and felt informed to be able to make that choice. I left feeling heard & relieved and in charge of the choices around my care
Visited October 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Mary Carson Thank you very much for your 5 star review. We are glad that we have been able to meet/exceed your service expectations. Yours sincerely, James Wigg Practice Team