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 My Review of JamesWigg Practice.
Rated 5 stars out of 5
by Ibrahim El Mahdy - Posted on 03 January 2024
I have been trying to get contact with a Gp, I’m very unwell and the Gp keeps saying that they are trying to get ahold of me and they couldn’t. I was wondering why, I never got contacted until today. When I told them that it said that they never called me. So when I sat with them today he called my phone to find out and he said I must be blocking their number and I was by mistake I didn’t know how. He helped me unblock them and he listed to everything I had to say and was very helpful. He did everything he could to help me out. He was really going the extra mile just to make sure I get the right treatment. I am so pleased with this service I have never had this experience before.
Visited January 2024
Review titled James Wigg Practice
Replied on 08 January 2024
Dear Ibrahim El Mahdy Thank you very much for your 5 star review. We are always here for your healthcare needs. Yours sincerely, James Wigg Practice Team
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Review titled Be kinder
Rated 2 stars out of 5
by Selly - Posted on 31 January 2024
I am here and so is my aunt who I give some support to. The way we're treated is chalk and cheese. English is my first language and whilst I get frustrated at the hours it takes just to get an appointment and chase the many problems it doesn't frighten me or harm my mental health to do so. It does for her . The surgery has stopped many patients going in and making an appointment and she is one of them. I went with her recently and reception staff didn't realise we were together and each making an appointment. So I was in earshot. I was treated with respect and given an appointment. She was not. So got distressed as a result of how she was spoken to. Reception staff who don't have disability and mental health awareness shouldn't be seeing or speaking with patientsin the NHS. The surgery says everyone is trained in Customer Service which is obviously nowhere near enough what's needed. In the meantime being kind doesn't cost anything.
Visited January 2024
Review titled James Wigg Practice
Replied on 11 July 2024
Dear Selly, We are sorry to hear about the negative experiences you have had and the delay in responding. Please do email us at jw.communications@nhs.net so we can have a better understanding at what you experienced and can investigate. Kind regards, James Wigg Management
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Review titled Why treat mental health patients so badly?
Rated 1 star out of 5
by Stefan - Posted on 28 January 2024
I really wasn't going to post anything but some of these reviews are so far removed from my experiences and family's that I have to. If you have bad mental health you cannot manage phone interrogation. And it feels like interrogation. Whether this is by reception staff (and why are they doing this anyway) or triage GPs. It is not safe or good practice to do this. It is not disabled friendly. It can really, really harm. I have bi polar and have a terrible time here. If I am getting ill I can't get by reception staff. I don't want to explain my symptoms because it's very very triggering. I have been told lots of times to stop shouting when I am manic. I'm not abusive or swearing or anything like that. I talk very fast because my mind thoughts are racing too fast to catch up on. So many times I am told I'm not listening. And then they put the phone down and my mind is more scrambled and I get more mentally unwell. Last time because I was 'talking over the staffing not listening. I am ringing for an appointment to see a GP. Not to be triage by reception. Same with triage telephone because if you are a Dr or nurse you should know serious mental health problems can't be dealt with on the phone. I write out what to say but they make you phone and then can't cope with the call. I only ever just ask for an appointment to see a GP and that's all but it's got too hard to call . It's very scary that in 2024 a large GP practice doesn't know how to safely deal with patients like me.
Visited January 2024
Review titled James Wigg Practice
Replied on 11 July 2024
We are sorry to hear about the negative experiences you have had and the delay in responding. Please do email us at jw.communications@nhs.net so we can have a better understanding at what you experienced and can investigate. Kind regards, James Wigg Management
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Review titled Needs improvement to make access equal
Rated 2 stars out of 5
by Bea - Posted on 11 January 2024
At the end of another Dr's strike yet again no planned GP appointments. Told to go to NHS 111. So my poor experience affected by strikes aswell. There are lots of changes but I don't know how they listen to patients. I don't want to have to present my case to admin reception in such detail it can feel like an interrogation. If I am to be triaged it must be by trained medical staff. I have been stopped from getting an appointment several times by admin staff because I am uncomfortable and distressed and if I say this they just refuse to make an appointment. Or a same day one when I tried and then they ran out of appointments on the same day. For most of what I need with long term conditions is a Dr to review me. I think improvements are needed so reception staff and back office staff are properly trained. Patients are not customers please stop calling us this . Training must be about communicating better, anti discrimination, de escalation. It is a very big practice and so if it goes wrong at the first contact it seems like nothing can be fixed. Trying to get things put right is unbelievably stressful and time consuming. It's so depressing and causing me so much anxiety. Makes sense if they asked patients like me where it went wrong
Visited January 2024
Review titled James Wigg Practice
Replied on 11 July 2024
Dear Bea, We are sorry to hear about your negative experience. Our GP Assistants are trained to take down as much information for patients so that our duty team can triage all requests appropriately. Please do email us at jw.communications@nhs.net with your experience and we will investigate the matter. Since this post, our triage system has changed and significantly improved access for our patients and they are being seen by the most appropriate clinicians. Kind regards, James Wigg Management
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Review titled Angry and let down
Rated 2 stars out of 5
by Dan - Posted on 10 January 2024
I think the GP shouldn't be doing review replies on other unverified sites where the reviews aren't reliable. My partner has terrible depression has been in hospital for very serious reasons. She has many medicines but they are hard to get right in her condition so she has got more depressed. She never gets a GP appointment the receptionist on the phone says they don't have any when I call up and she can't ring or even talk on the phone. She has to have a telephone appointment assessment first. And they are on strike again so saying no appointments. This stops her having a GP and so they don't talk to her ever even after being in hospital when they were meant to. I also think the GP is choosing to see easy patients. She ends up in ambulance again this week for her mental health after not getting to see a GP for many months
Visited January 2024
Review titled James Wigg Practice
Replied on 11 January 2024
Dear Dan Thank you for sharing your concerns with us, and we are truly sorry to hear about the challenges your partner is facing. We understand the importance of reliable and accessible healthcare, especially for someone dealing with serious mental health issues. We encourage you or your partner to reach out to our Practice Manager directly to discuss these issues in more detail. Identifying yourselves will allow us to investigate the specific circumstances and work towards finding solutions to address the challenges you have encountered. Your input is invaluable, and we want to ensure that your partner receives the care and support she needs. Please contact our Practice Manager at your earliest convenience, and we'll do our best to arrange a meeting to discuss and address the issues you have raised. We are committed to continuous improvement and ensuring the best possible care for all our patients. We appreciate your willingness to communicate, and we look forward to working together to improve the situation for your partner. Yours sincerely, James Wigg Practice Team
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Review titled Not helpful for me
Rated 2 stars out of 5
by JohnI - Posted on 11 January 2024
I am trying to see a doctor and it is impossible. I call up and they tell you no. I wait an hour for them to say this many many times now. I go there and wait patiently and they say no diary is done so no appointment. They say we don't know when the diary will be done. I can't use the Internet form. Why is it so hard for me to see a doctor I ask. Very inexperienced staff I have met who are brusque and impatient. I now am feeling very ill and they are on strike when I ask again so it is still no. I see very satisfied patients write on here. I am very skeptical and not very satisfied.
Visited January 2024
Review titled James Wigg Practice
Replied on 11 July 2024
Dear Johnl, Thank you for your feedback. We are sorry to hear about your negative experience. Since this post, our appointment and triage system has changed and has significantly improved patient access. Please do email us at jw.communications@nhs.net so we can investigate the matter with more information. Kind regards, James Wigg Management
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Review titled Not able to get to see any GP
Rated 2 stars out of 5
by Anonymous - Posted on 06 January 2024
My health has got worse over 12 months.During this time I've only been given one telephone nurse appointment and another telephone appointment with some one else (not a Dr but they didn't say what they were). When I asked to see someone they said it wasn't needed ( it was). I have been trying to get to see a GP in a planned appointment but it's been impossible for months. I don't know why they don't have appointments because I have tried many times but it is such a big practice so it should and I need a hospital referral. Now I am told it's because of the strikes. It's not good enough to keep doing this to patients. I don't know what to do about this and I have got quite desperate.
Visited January 2024
Review titled James Wigg Practice
Replied on 08 January 2024
Dear Anonymous Reviewer We appreciate you taking the time to share your concerns regarding your experience with our practice. Your feedback is valuable to us, and we take your comments seriously. We understand the challenges you have faced in securing timely appointments and the impact it has had on your health over the past 12 months. We sincerely apologise for any inconvenience you have experienced. Your feedback highlights issues that we aim to address promptly to enhance the quality of our services. We regret that you feel you have not received adequate support, and we want to assure you that we are committed to addressing the issues raised. In order to investigate and resolve your concerns thoroughly, we kindly request that you consider identifying yourself by contacting our Practice Manager directly. This will enable us to access your medical records and delve into the specifics of your case. Your cooperation in providing more details will assist us in understanding the challenges you faced and finding an appropriate resolution. We assure you that your privacy and confidentiality will be respected throughout this process. Thank you for bringing these issues to our attention, and we look forward to the opportunity to assist you further. Yours sincerely, James Wigg Practice Team
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Review titled Reception staff
Rated 4 stars out of 5
by Carolyn Hamilton - Posted on 23 December 2023
Many thanks to all of the Reception staff May you continue with the professionalism. Greatly improved over the last 12 months .
Visited December 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Carolyn Hamilton Thank you so much for taking the time to share your positive experience with our reception staff. We greatly appreciate your kind words and are thrilled to hear that you have noticed a significant improvement in our professionalism over the last 12 months. Our reception team works diligently to provide exceptional service, and it is truly rewarding to receive feedback that reflects their hard work and dedication. We will be sure to pass along your compliments to the entire reception staff, as it serves as motivation to continue delivering the high standard of service to all patients. Yours sincerely, James Wigg Practice Team
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Review titled Can't even get in contact
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Tried to make an appointment for any point in the coming month and was told they couldn’t make any more appointments that day. Despite asking in multiple ways I was given no further explanation as to what that meant. Called up another day and was kept on hold for hours only to be hung up on before within 10 seconds of being answered for no clear reason.
Visited December 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Writer Thank you for bringing your experience to our attention, and we sincerely apologise for the frustration and inconvenience you encountered while attempting to schedule an appointment with us. We understand that your time is valuable, and we regret that we did not meet your expectations on this occasion. We genuinely apologise for any confusion regarding the unavailability of appointments on the day you initially contacted us. Our goal is to provide clear communication, and it seems that we fell short in this instance. We will review our procedures to ensure that our staff members are better equipped to explain such situations in the future. Additionally, we are deeply sorry for the extended hold time and the abrupt disconnection you experienced during your second attempt to reach us. This is certainly not the level of service we strive to provide. We will investigate the technical issues that may have contributed to this lapse in communication and take corrective measures to prevent a recurrence. Once again, we apologise for any frustration you experienced, and we appreciate your feedback as it helps us identify areas for improvement. Thank you for your understanding. Yours sincerely, James Wigg Practice Team
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Review titled Not fit for purpose.
Rated 1 star out of 5
by K Ade - Posted on 13 November 2023
I have been trying to get referrals and treatment since 2022. I finally got a referral in June 2023 and when I called back a month ago (first week in October 2023) to query details of the referral, I was told the referral was cancelled. I was not given this information via email, by telephone call or in writing. I only found out when I called to follow up. The receptionist or administrator could not provide anymore information on why referral was cancelled. Since then, I have tried in vain to get appointments. I have been in telephone queues for nearly one hour as it always starts at 30 callers, only to be cut off at number 5 or 4. Econsult either says no more appointments being taken today, or today, when I received the message stating "We can't safely assess your.symptoms through this online request. You need to talk to someone today instead." I have been cut off twice today already at over 30mins intervals while on hold. I am at my wits end. It shouldn't be this hard to make contact with a GP surgery in 2023 when means of communications are supposed to be improving for patients.
Visited November 2023
Review titled James Wigg Practice
Replied on 13 November 2023
Dear K Ade Thank you very much for your review. We can confirm that our e consultation platform is available for most of the day. The telephone system informs patients of their queue number whilst encouraging them to call us throughout the day for appointment request and not necessarily during peak hours. We are unable to find you on our system. Please email us your full name on jw.communications@nhs.net so we can arrange a meeting to discuss your concerns in detail. Yours sincerely, James Wigg Practice Team