E16 Health - Pontoon Dock
Pontoon Dock, Royal Wharf, North Woolwich Road, London, Greater London, E16 2THContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled So many barriers - Very poorly run
Rated 1 star out of 5
by J Davies - Posted on 24 July 2024
Tried accessing my 'Patient Access' to message the surgery to get an appointment. Can no longer be done without an app. Some of us don't want apps or have phones that use apps - so what happens then? You can't access your details online, that's what! Went to the surgery to book an appointment. Three people on reception and none of them had a clue. There response was we can't book an appointment for you (computer says no). No practice manager around to resolve - total waste of time and effort. This is what my taxes pay for! Basically, the place is over subscribed with 'patients' and not enough doctors to cover. It's been the worst run surgery I've ever been with in the last 12 years.
Visited July 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Awful service
Rated 1 star out of 5
by Martina - Posted on 25 June 2024
I was not able to order my repeat Diabetic meds online due to the dr iq app not working and despite several online help emails, it still would not work. I then emailed the surgery directly on Thursday 20th of June to request the repeat prescription as tried umpteem times on the phone to get through to no avail, despite a message saying I was in a queue and would receive a call back, yet no call back was received. I then went in to the surgery tuesday 25th as I had not had a returned call or email acknowledgement only to be told that the dr was in the hub and couldn't sign any prescriptions! There were several doctors in the building yet no one could spare 10 seconds to just sign a repeat prescription as my diabetic medication had run out by now. I didn't have time to wait as I was working and the receptionist just glared at me and said she didn't know how long I'd have to wait but she had emailed a dr to sign the prescription that appears to have been created in the system the day before. I was in a very vulnerable situation as my medication had by now run out the day before so had been 24hours without any medication and I was going away on business the same evening and still no one was willing to just walk in to the drs office to get a signature as an emergency. Any signature would have sufficed so I could have got my emergency medication from the pharmacy opposite the surgery. Absolutely abysmal service when no one acknowledges or responds to emails or gives a call back when they say they will. I requested via email the repeat medication with 5 days advance notice. How are patients ever to get in contact with the surgery if you constantly block all avenues. Even turning up in person didn't help matters and no one acknowledged that they have even read any email I sent 5 days prior.
Visited June 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Worst practice ever been registered with
Rated 1 star out of 5
by Anonymous - Posted on 21 June 2024
Never able to make an appointment either over the phone or with the app they direct you to (which is useless). Have an urgent need for medication and need an appointment for review before this is given. Unable to make this appointment via phone or the app so I have no way of getting my medication. Reception staff have an awful attitude which is the last thing you need when you are unwell. I have no idea how I can get an appointment or my urgently needed medication and the staff are of no help. A disgrace of a practice.
Visited June 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled The worst practice
Rated 1 star out of 5
by Anonymous - Posted on 20 May 2024
I’m in the same boat as most of the other reviews here, wait forever in the queue to attempt to get an appointment just for the line to cut off or be told to call 111 or go to a&e. What’s worse is that when I try to make an appointment for my now 16month old daughter, they say the same thing, 111 or a&e. I had to call 111 who then sent an ambulance out to me for the crew to then have to call the doctors themselves (waited nearly 1hr even when they was able to skip queue waits due to being the ambulance) who then got a doctor to get my daughter an appointment booked for the next day. This isn’t a one off either, I’ve tried again for my daughter with another issue today and the exact same thing, 111 or a&e??? This is why the hospitals are filled with people who do not need to be there, it’s just the surgery keeps sending people there. My daughter is young and as the ambulance crew stated, kids should be a priority, not sent to sit in a&e for hours when unwell when a doctor should be able to fit them in to prevent this, or at least make an appointment for the next day instead of saying to call back at 8am for the same thing to be said again. It’s taken me almost 2 weeks to get an appointment for myself before, I needed a medication review and had ran out but wasn’t allowed it prescribed until a doctor had seen me, then my medicine was sent to wrong pharmacy and even now that’s still happening. I’d also like to point out the the dr iq app is also pointless, you cannot do anything on there other than request medicine and a couple of other things, it doesn’t even notify me anymore if my medicine has been accepted or sent to pharmacy, I have to call the pharmacy to ask
Visited May 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Worst practice ever!
Rated 1 star out of 5
by Anonymous - Posted on 24 April 2024
I honestly see no point in leaving this review as everyone seems to have left 1* reviews with absolutely no improvements and unfortunately we are stuck with this surgery! Imagine waiting on queue for 3 hours as "caller number 3" and then being cut off! And then getting a "phone appointment" for a skin rash! We need better surgeries!!!
Visited April 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Awful extremely stressful
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2024
Dear all. Not sure what to say not enough space to explain how disappointed and frustrated I am with their service. 1. It's impossible to get through to them sometimes I may be on a queue from 8am to 12pm if I'm lucky. Sometimes while on a queue for hours the call gets dropped, or the network is extremely back. Calling this surgery is very stressful an experience. I do not have time to start calling at 8am, like many I have to commute into work. If I'm lucky to get a call back it mainly happens the following day when I'm sat on a train with no network. 2. My last experience with them was so stressful I wanted to cry. After queuing over the phone for nearly a month and a half, I managed to get a appointment. They called me back at 11am as I was at work for a 2.30pm appointment that same day. Had to call my boss to let me go. When I got there, I waited 20mn to be told I'd gone to the wrong practice, I went to Pontoon Dock instead of Albert road. I usually get seen at Pontoon Dock, whoever called me never mentioned this. When they said I had to rebook I was fuming. They do not care at all! Called 111 and got seen straight away at 24h GP, and not to my surprise they mentioned Albert road is one of the worse in Newham. Even them have issues getting hold off their own colleagues. Please sort it out.
Visited April 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Absolutely not acceptable
Rated 1 star out of 5
by Krisztina Csajbok - Posted on 04 April 2024
I've been waiting all day to have my test result been discuss I received a text message yesterday to book with the doctor and also at home in agony nothing happened so far. I am quite not understand how people do their jobs as nobody contacted me so far I was on the A&E and they phoned me due to my test result its an inflammation that was last week Friday and until today the doctor not contacted me contact me it seems like they think people health its some joke!!!!!! So now I will contact the health ombudsman because this is disgraceful how you treat people and not paying attention just blalala,.
Visited April 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Horrible attitude
Rated 1 star out of 5
by Nicole - Posted on 08 April 2024
I booked an appointment for my husband by email because he is not able to speak very week at the phone and after I have informed them that iq was not working (apparently for technical issue) and they did it by email. The day after (thursday the 4th) someone called him without give the chance to answer. In friday the 5th again plus he was handling a very heave staff (he is a builder) and obviously I couldn't not answethe phone in that time (5 seconds). On saturday the 7th I have informed them at the desk that he needs to have a time to answer because he could not stay all the the day waiting for the call standing at home and call off to work,but they ignored our request. They closed the conversation saying he should call back on monday at 8am ignoring all my previous experience with the other operation by email the 2 days before. I have explained her again that my husband has some problems with the conversation by phone and he is more confident face to face in case and again they ignored us. I clearly understood that if someone is not British but is paying taxes for almost 10 years is not a problem for nhs so we are not allowed to have some help... This is unacceptable and a very shame.
Visited April 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Antenatal care - no appointment -alway refer to A&E
Rated 1 star out of 5
by Awanish Kumar - Posted on 09 April 2024
Dear, I am writing to express my extreme frustration with the lack of support and guidance we have received from Albert Road surgery regarding my wife's pregnancy. Despite repeated attempts to schedule an appointment, we have been met with insurmountable obstacles. Every time I call, I am forced to wait for a long time, even the call got disconnect abruptly after an hour. When I manage to request a call back, the only advice we receive is to visit a&e. This is utterly unacceptable. As expectant parents, we are in dire need of regular check-ups and guidance, We are left feeling completely abandoned during this critical time. It is outrageous that we are expected to repeatedly visit a&e for routine pregnancy care when this should be handled by our gp. I demand to know how anyone is supposed to secure an appointment under these circumstances. What is the supposed process for receiving regular check-ups during pregnancy? It is imperative that Albert Road surgery address these deficiencies immediately and provide us with the care and support we desperately need. Sincerely, Khushbu Kumari It's pregnancy, we need regular checkup appointment as soon as possible.
Visited April 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Very disapointment
Rated 1 star out of 5
by Towhid alam - Posted on 16 April 2024
From 3 weeks me and my wife tring to get apointment wuth doctor but customer service waiting kong abot 2 hours ohone pending then said auto replied high call voleum then cut the phone line i am heart patient and my wife is a ment mental depration. Today is ssame for appintment could you take ay action please
Visited February 2024
E16 Health - Pontoon Dock has not yet replied.