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 Outstanding Practice
Rated 5 stars out of 5
by Hanlon Campbell-Lawrie - Posted on 23 November 2023
A duty doctor just called me back faster than it took for me to ring for an appointment. My fears quelled, my concerns listened to then a sensible course of action suggested. Thank you again, Kentish Town Health Centre, James Wigg Practice.
Visited November 2023
Review titled James Wigg Practice
Replied on 24 November 2023
Dear Hanlon Campbell-Lawrie Thank you very much for your 5 star review! We are delighted to hear that you had an amazing and efficient encounter with our practice. Providing prompt care and support is our top priority, and we are thrilled to know that you felt well taken care of. Yours sincerely, James Wigg Practice Team
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Review titled OK if easy condition- awful if not
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
We'd love to know how the surgery looks at who's getting the appointments. Clear as day the happy patients have nothing complex. So they are very easy for a GP to deal with. Our experience is very very different. My dad has cancer and has needed a lot of encouragement to go to the GP who he is scared of. He's been refused appointments when he's tried. I had to make the appt. There were terrible barriers as he can't use a phone and that stops the appointment system dead in its tracks. He believes he doesn't get GP care because of his mental health condition. Difficult to argue that. Look at all the happy clappy reviews. Not a single one is about serious illness and not a single one is from someone very disabled or with bad mental health. Very tired of how some are treated differently and some get more
Visited November 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Writer We are sincerely sorry to hear about the challenges your family has faced, and we appreciate you taking the time to share your concerns. First and foremost, we want to extend our heartfelt sympathies to your father and your family as he navigates through his health journey. We are deeply sorry to hear about the difficulties in accessing appointments and the barriers your father has encountered, especially given his health condition. As a practice committed to providing equitable healthcare services, we fully recognise the importance of addressing the diverse healthcare needs of our patients, including those dealing with serious illnesses, disabilities, and mental health conditions. We take your concerns seriously and are committed to improving our services to ensure that all patients, regardless of their health complexities, receive the care and attention they need. We will conduct a thorough review of our appointment allocation process and work towards creating a more inclusive and supportive environment for patients with various health needs. To address your immediate concerns and ensure your father receives the care he requires, we would appreciate the opportunity to discuss this matter further. Please feel free to reach out to our Practice Manager Farha Uddin so that we can understand the specifics of your situation and take appropriate action. Once again, we apologise for the challenges you have faced, and we appreciate your openness in sharing your experience. Your feedback is instrumental in guiding us toward improvements, and we are committed to providing equitable healthcare services to all our patients. Yours sincerely, James Wigg Practice Team
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Review titled Impossible to contact & get an appt
Rated 2 stars out of 5
by NeìlMac - Posted on 20 November 2023
In response to someone else stating what I'm about to, the GP communication team have written econsult is open 'most of the day'. This is Mon morning 10 am and it's closed. Its closed most of the time. No amount of Pr changes that. Could the comms team be put to better use maybe doing admin support for essential tasks? Answering phones maybe. I have tried for 2 weeks straight at different times of day during core surgery hours and econsult been closed every single time. The telephone lines have an hour wait . They cut off after 50 min - this problem gone on for years and years. When I went in told there were no planned appointments for the rest of the month. "Try again next month "receptionist said. I have symptoms that all the health promotion ads tell me to see a GP for. The comms team will now respond asking me to contact the comms team. When what I need is to see a GP.
Visited November 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear NeilMac Thank you for sharing your experience, and we genuinely apologise for the challenges you have faced in accessing our services. We understand the frustration you have encountered, and we appreciate your candid feedback, as it helps us identify areas for improvement. We acknowledge that the accessibility of our eConsult service has not met your expectations, and we sincerely apologise for any inconvenience this has caused. We are actively reviewing our procedures and staffing to address the concerns raised regarding the availability of eConsult during core surgery hours. Your feedback is crucial in guiding us to make the necessary improvements to provide a more reliable and efficient service. Regarding the extended wait times on our telephone lines, we understand the urgency of your health concerns, and we share your concern about the extended wait times. We are working to streamline our phone services and exploring additional measures to reduce wait times and prevent disconnections. We understand that your primary need is to see a GP, and we regret the difficulty you have experienced in scheduling an appointment. To address your immediate health concerns, we encourage you to reach out directly to our Practice Manager Farha Uddin ensure that you receive the care you need promptly. We appreciate your patience as we work towards continually improving our services. Yours sincerely, James Wigg Practice Team
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Review titled Poor attitudes of front desk reception
Rated 2 stars out of 5
by MaryS - Posted on 31 October 2023
There are several different receptionists but i think they all need proper training to be kind and listen to everyone because it's very important. Get it wrong and that person doesn't get an appointment and there could be a serious reason. Maybe they didn't want to explain their illness . I was in a long 20 minute long queue and the receptionist was very angry but she should have asked for another receptionist to help and didn't. Several people had long winding problems. She drove one older patient to tears and turned her back on her instead of slowing down and listening. It was rude and ignorant. Older people often need more time. I happen to think it is a manager problem because for some reason the receptionists won't get a manager when they are stuck It was upsetting and I think she went away sad .
Visited October 2023
Review titled James Wigg Practice
Replied on 13 November 2023
Dear MaryS Thank you for your review. We are really sorry to hear that your recent experience of using our services hasn't been positive. All our reception staff undertake mandatory customer service training every year. We also run weekly meetings where patient complaints, concerns and feedback is discussed. Please email us your full name on jw.communications@nhs.net so that we can arrange a call or meeting to go through further details so we can learn from your experience and make our services even better for our patients. Yours sincerely, James Wigg Practice Team
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Review titled Chasing the GPs all the time - admin not good enough
Rated 2 stars out of 5
by Anonymous - Posted on 12 October 2023
I despair at times. They can't sort out basic admin problems without loads of telephone calls and emails ( which get totally ignored). This compromises care. Same problem every single time : reports aren't on a system, referrals haven't been made, impossible to get through to the practice on the phone, so I waste their time and mine getting an urgent appointment to see a GP in person to sort out. Ridiculous when GPs are all stating they don't have enough hours in the day to see patients. These communication problems are not acceptable.
Visited October 2023
Review titled James Wigg Practice
Replied on 13 October 2023
Dear Patient, We are sorry to hear about the problems you have faced with the practice. As you have left your feedback as anonymous I am not able to identify you to contact you directly. Please can you email us at jw.communications@nhs.net and we will be able to assist you and investigate your complaints. Kind regards, Practice Manager
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Review titled Obstructive
Rated 2 stars out of 5
by OMa - Posted on 24 September 2023
Where to start? Be good if all here could take a step back so they see the effect systems and lack of training has on us as patients. Using other staff in place of Dr's isn't a good idea. Some changes have been made but still can't get an appt to see a GP without a fight. Some can't fight. No one should have to. Take the kids to urgent care centre when should be seen at GP. Because of the delays and also you can't see down the phone so I don't understand why children are triaged in the first place. At hospital I know they see a doctor. This is an area we just can't trust the GP for anymore. Seems like some have a very good experience. Wish it was us !
Visited September 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear OMa 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 Horrendous if serious mental health condition
Rated 1 star out of 5
by Geoff - Posted on 20 September 2023
All the refusals to let patients see a GP and telling them to use a phone has had such a bad effect on me and my family members. I still can't make an appointment because you are still put on a list. Terrible support and no awareness. Very much a 2 tier system going on. It feels horrific at times - I can't describe my experiences any differently-and contacting your GP practice should not be so traumatic. I need to see my GP for physical health that is making my mental health worse. It is impossible, whatever they say. I tried for the last year. It's very very distressing to read how easy it is for some people to have a GP. If I try again it will make my mental health worse so I now can't. I used to think this was poor training and unconscious bias. Now I think everything in place is there to keep patients like me away and the staff attitudes reflect this.
Visited September 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Geoff 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 Consistently great
Rated 5 stars out of 5
by Jade - Posted on 10 September 2023
My experience with the doctors is always a good one, I'll always get throight to a person on the phone to asses if I can be put in a list to speak with a doctor. I'll nearly always be spoken to that day or close to. This time they made sure I was able to get the treatment I needed tlqoth the knowledge it was about to be the weekend so an extra effort to help me. I got to speak with my regular doctor who I have seen for many years and who kindly always checks on my and my family when I speak with her. That extra care a few seconds just to show more care is very appreciated.
Visited September 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Jade 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 Great practice
Rated 5 stars out of 5
by Miss Hazel Charles - Posted on 05 August 2023
Overall efficient when reporting at reception.When I had my face to face with the Nurse she gave me a really comprehensive explanation as to my current medical situation.I felt that she listened to my responses & I went away feeling positive.
Visited August 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Miss Hazel Charles 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 So distressing and traumatic for very vulnerable patients
Rated 1 star out of 5
by Anonymous - Posted on 26 August 2023
We can't describe exactly what happened in the latest incident because the site rules don't allow. But we and vulnerable loved ones are genuinely too frightened to raise any complaint ,the stress alone on patients trying to sort out any serious problems is enough burden on us daily and is pretty terrifying in these circumstances . We tried to give feedback but were told a complaint had to be emailed instead. In the past when there was a practice manager you could talk to them and work out where things had gone wrong and this was a practical common sense approach that also kept relations good when situations went bad. There isn't such a post anymore and we know this is the missing link in communication and believe would have stopped this horribly distressing deterioration in circumstances. We know from many others the problems we have are shared by many. Our mother has always had very serious mental health problems. Our father more recently has developed really worrying symptoms. Neither of them use a phone because they can't. We aren't registered here but other family are so a very long experience with James Wigg. Our parents have been registered here so long. Our mother's mental health deteriorated to the point she urgently needs a mental health assessment to keep her safe but the GPs want her to be able to phone an untrained unqualified receptionist to explain her problems then be triaged on the phone by unknown clinicians to see if she deserves an actual GP appointment. This has gone on for months, we didn't wait until it was urgent. The GP knows full well nowadays family can't ask the mental health Trust ( who they're not under) for an assessment and that the crisis line tells everyone who calls to see their GP. We've been told the GP can't speak to us but she doesn't have capacity or insight and now sees the GP as hostile/ suspicious. This is so basic for GPs and it is their job but they insisted on telephone triage systems . Why didn't they think of what to do for all the patients who are excluded or is this done to exclude and trying to lower the workload? It has been in place long enough to know there is very serious exclusion of certain groups. Can't get an appointment for our father for very similar reasons & we just see a predictable trajectory of appalling care and unmanageable distress coming down the line . This GP practice is required by contract to home visit when a patient is too ill to see a GP in the surgery or by telephone. Her GP used to. Now 2 vulnerable at risk people in the household with poor to very poor mental health - one whose at very serious risk -and this practice fails to. All this also means neither of them get any physical health care. Our father urgently needs investigation to rule out anything physical that explains his deterioration but is unlikely that's ever going to happen when telephone triage is the only way patients allowed to communicate. Long post because what else can we do anymore
Visited August 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