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 Refused appointment when GP instructs to make one
by cafexe85 - Posted on 21 November 2022
Another example of really poor systems and communication. Blood tests abnormal. Severe chronic condition that requires close monitoring. GP texts says make appointment asap. Reception refuses to do so. Repeatedly told I have to be put in triage queue when already been triaged by the GP who texted. I do not feel it is OK for reception to override. They are not clinicians. There have been no appointments for over 2 weeks. Unsurprising when patients are unnecessarily being put back into the triage system. Management and GPs need to talk to each other.
Visited October 2022
Provided by Care opinion
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Cafexe85 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 Delays not good enough
Rated 2 stars out of 5
by SMor - Posted on 20 October 2022
I am an older patient. It took 18 months for my GP to make a referral after being asked to by the hospital that treats me. I chased with the surgery and was refused a face to face appointment as the reception said they don't do them anymore. I wasn't listened to in the telephone appointments. It's not good enough.
Visited October 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear SMor 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 Chaotic
Rated 1 star out of 5
by Anonymous - Posted on 01 October 2022
Invited to attend over 65 walk-in flu jab clinic. Arrived to find chaotic scene with no one in charge. Spent over 30 minutes trying to find out how to access clinic without success. Left without receiving vaccine
Visited September 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 GPs need to sort system out
Rated 1 star out of 5
by DDe - Posted on 13 September 2022
I was directed here by Healthwatch. We are with this surgery a very long time and for many years it was very good even when very busy and it felt like all the staff cared . Today I came to this site and see lots of others also now unhappy and very worried and the surgery has replied but only in a cut and paste way telling people to email a communications team who it seems didn't respond to patients raising concerns in the first place. Reception staff say this team are also the complaints team but it is really confusing and the systems in place are very poor experiences and the doctors need to step in and make changes. I don't know why the replies don't deal with what is raised such as problems with econsult not being OK or even turned on most of the time. No explanation . In our case we shouldn't at this stage be sent to medically unqualified admin staff when because problems weren't sorted mine and my partners health got worse and these are medical matters that need a qualified person's input. It has been much more stressful than it should have been . We don't want to make a complaint as then it makes even more stress and we just need our GP surgery to communicate well and not have systems stopping very ill patients being able to have a GP. Econsult when occasionally turned on is so basic it sends you back to the telephone system that is totally inaccessible for my partner and trying to explain what is wrong on the telephone makes them more unwell . The surgery says you can't email for medical reasons and a long list of other reasons but now the replies on here tell people to email . The communication is very poor. My partner has very longstanding severe mental illness to the point they get admitted to hospital. They have other severe chronic health problems and recent investigations that require constant monitoring and yet the GP is totally impossible to get hold of. Prescription issues just go on and on . The phone only system was obviously going to exclude very many patients. As an example they went in and reception refused to make an appointment- not accepting that form of communication which was wrong to do as they were in distress and a medically qualified person should have responded to this distress. They were told to telephone instead which they cannot do when unwell and this response then made their mental health much much worse . Then they tried again and the same thing happened. They don't use the phone because of severe paranoia. Going in to the health centre was always allowed and it should be allowed again. This situation has made my mental health worse aswell as now they don't trust the GP and we have had to call paramedics when all the health problems then get worse. I can't explain here how stressful this is It is then also very stressful for our children. This system just isn't fair or kind and should be changed. Do any GP read these feedbacks because if not they should?
Visited September 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear DDe 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 Reports not followed up - admin management not good enough
Rated 1 star out of 5
by SWe - Posted on 01 September 2022
I have a long term condition and I am clinically vulnerable and am under the care of a local hospital. For whatever reason there has been a serious problem going on for several weeks because the GP says it hasn't received the Consultant report which tells them to change medication and make additional referrals because apparently only the GP can do that. This is now the 3rd time in 15 months this has happened. I spoke to a GP who couldn't treat me because of this. They said that it wasn't their job to chase reports and it is up to the patient to do this begging the question exactly what do the admin management team there do and why is this policy in place as it can only harm. Surely this is the job of the GP admin team to chase up because I have called everyone I can and there is only so much I can do as I don't understand all the ways the NHS communicates and the GP does. Feels like all the time I get bounced between the two and at the same time my health is getting worse. I can't do this I feel too unwell . Turns out that there is a direct email and telephone number the GP can use for the hospital GP liaison team that the public cant use. So the practice keeps telling me and other patients it is our responsibility to chase when all this time they could have contacted this team.
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Patient, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net James Wigg Communication Team
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Review titled Failure to follow up reports
by tigerpn68 - Posted on 05 September 2022
I have a long term condition and I am clinically vulnerable and am under the care of a local hospital. For whatever reason there has been a serious problem going on for several weeks because the GP says it hasn't received the Consultant report which tells them to change medication and make additional referrals because apparently only the GP can do that. This is now the 3rd time in 15 months this has happened. I spoke to a GP who couldn't treat me because of this. They said that it wasn't their job to chase reports and it is up to the patient to do this, begging the question exactly what do the admin management team there do and why is this policy in place as it can only harm? Surely this is the job of the GP admin team to chase up because I have called everyone I can and there is only so much I can do; I don't understand all the ways the NHS communicates and the GP does. It feels like all the time I get bounced between the two and at the same time my health is getting worse. I can't do this I feel too unwell . It turns out that there is a direct email and telephone number the GP can use for the hospital GP liaison team that the public cant use. So the practice keeps telling me and other patients it is our responsibility to chase when all this time they could have contacted this team.
Visited August 2022
Provided by Care opinion
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Patient, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net James Wigg Communications Team
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Review titled Such poor communication causing real stress
Rated 2 stars out of 5
by Mags - Posted on 22 August 2022
Have already tried to talk to reception and managers and emailed and no one ever got back to me so will try and explain here although they don't bother to respond here and uses social media instead. I thought NHS were told never use social media an zoom for confidential medical matters but they are asking patients on social media to message directly. This will mean that pts on social media get things sorted whilst others digitally excluded and who don't use social media can't. All that does is make the rest of us feel that the GPs have decided they want different types of patients or they wouldn't have put these terrible appt systems in place and would communicate through ways most people use. I understand a hybrid system may work and can work but this is a really bad balance for too long and no sight of any change at all and the GPs haven't explained at all why they have gone in this direction. One eg of so many: Missing prescriptions and when try and raise I am told I have to make an appt which doesn't happen as it is an admin error. So many times that NHS 111 has now issued emergency prescription times because the surgery didn't sort this out.I have ended up in A&E as NHS 111 then called ambulances which is very distressing and a huge added burden on ambulances and hospitals. Some other person said here that the GP should respond on here and they are correct. This is wht the NHS set up so to help communication.
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Mags, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net
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Review titled Bad experiences - no support when cant manage systems
Rated 1 star out of 5
by MaM - Posted on 15 August 2022
5 generations of my family registered here and many cousins, aunties, uncles and neighbours. I have asked all if they are having the same sorts of problems and answer is yes but seems like nothing is done to make this better for patients who don't manage these very obstructing systems left since covid. It is like the GPs think doing lots of appointments in a day is good when it is not if you can't even get a telephone appointment let alone a real appointment when you see a GP. Extra numbers does not mean a better GP service it simply means those able to manage all these non person systems are getting a GP and others aren't. It fits if you are young professional if you have good English if you aren't deaf if you don't have mental illness if you can afford a phone if you have access to the internet ( although the online form is rarely open when tried it as people here say and too difficult if not a simple question). None of my older relatives can manage the telephone appointment system and have given up trying to understand and the GP shouldn't be saying it is up to family to help when we all have to work or aren't living close enough. Really really bad for those with very bad mental health and cousin with mental health so bad he is sectioned tries and tries but hasn't even been offered a telephone appointment because he doesn't know the information reception try to ask. He now has no more medication and so his mental health gets worse as he has no way to telephoning and getting through and gets panicky and confused and then too ill to do this. I am a community worker and see there is no information anywhere on how to get an interpreter when NHS is meant to do this and this stopped so many people in my community getting appointments. My other cousin can't get a signer and is deaf so can't use the telephone but they don't reply to emails he sent so he gave up as well. I have family and friends with very bad mental health who don't have phones so how are they meant to see a GP ? . Not sure how to arrange chaperones for sister and my mum as nothing on website at all and was told by receptionist that they couldn't see a female GP and there is apparently no policy on this at all . This is very basic and important information, lots of women and girls don't want to see a male GP. Not allowed to be given an appointment to see a GP if you go to reception and when I went with my dad who is extremely frail receptionist said not possible even when explained to her that he couldn't manage telephones. This is all a very real problem for those who are already excluded in the first place and sorry but this is all wrong.Why would GPs have twitter accounts but not interpreters or advocacy links or chaperones or offer support to those who struggle? Money should have been used to help those who needed it but it looks more like GPs here want social media for different types of patients? this is a very big surgery and there is reall no excuse.
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net James Wigg Communication Team
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Review titled Really good service
Rated 5 stars out of 5
by James Layland - Posted on 05 August 2022
In this particular instance, I sent a message via email as my mum was ill. Within a few hours a doctor had called me and taken details. He then went away to consult another GP and then called back to advise us how to proceed. You couldn't really ask for a better service than that. More generally, the practice is efficiently run and the doctors have been, without fail, kind and caring, and have speedily made referrals and recommendations when needed. They have often called me to discuss how mum is getting on. I can't really fault their dedication. Recently I sent this short email to the team there by way of thanks: "I just wanted to say I big thank you to you all for the courtesy and efficiency and quality of your service - both medical and front desk. Today was just one example of many where it was exemplary. Please do pass this on to all parties - and do let me know if there is an ‘official’ way I can thank and commend you. Kindest regards, James
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
Thank you James Layland we really appreciate you taking the time to leave us with an amazing review, We hope we can continue to provide this kind of experience for all our patients. James Wigg Communication Team