E16 Health - Pontoon Dock
Pontoon Dock, Royal Wharf, North Woolwich Road, London, Greater London, E16 2THContact details and opening times
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Reviews
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Review titled The practice that doesn't listen and doesn't seem to care
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
I have been registered with this practice for 4 years since arriving in London and have found that getting an appointment to see a GP face to face or even by phone is virtually impossible. If you need an appointment that is urgent (but not urgent enough for the emergency room) their business practices won’t allow you to the privilege of an appointment. If you finally are 'granted' an appointment you end up seeing GPs that don't listen, don't care, and don't think outside the box! Or you get allocated to a nurse that really can't do anything to help, because you really need to see a GP! Not to mention it is virtually impossible to see the same GP more than once... so there is no continuity of care or ability to build a relationship with a GP at this practice. In the time I have been registered with this practice I have been able to see a GP 3 times, twice in person and once by phone. On all three occasions, I have left feeling unheard, no pathway forward and like I am just a number. The reception staff are completely inept to deal with situations that are outside of their basic manuals and have no initiative to be able to problem solve or provide an adequate answer. You know a practice is bad, when you save all your medical issues up for when you visit your home country on holidays, because you know you will be seen, treated like a real person and they will find a solution that works. The issue is when you return to this practice, they dismiss previous discussions, and you are back in the cycle of trying to get an appointment with a GP who will listen and work with you. In short, don’t register here… keep searching and I wish you all the luck in finding a more responsive and caring practice else where.
Visited April 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Dear Patient, I would firstly like to apologise for the negative experience you have had with the Practice. Patients are entitled so see the same GP if they wish but sometimes this may result in having to wait a few days as the GP may not be available the day the patient calls. I do apologise it has been difficult for you. We offer a wide range of appointment such as early morning, enhanced access appointments, same day appointments, Dr IQ and weekend appointments. I do apologise it has proven difficult for you to get an appointment. I would like to look into this further for you so please do contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Having to self medicate
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
Like the other reviews it is impossible to get an appointment to see a doctor to get a prescription . Being unable to get much needed medicine I paid to go private to get the medicine I needed . The private doctor sent three copies of the treatment so i could get it on the nhs . Even with that I can’t get a prescription, I cant get a doctors appointment to get it , I have spoken to the pharmacist who can’t help , and is happy for me to send Medicate buying it online rather than get a prescription the right way and be monitored. Catch 22 situation where they just don’t care
Visited April 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Good afternoon, I do apologise for the negative experience you have had with Practice in getting your medication. As a Practice we do not convert Private prescriptions to NHS prescriptions. Again i do apologise you had to go private to get treatment. Please do contacvt the Practice and ask to speak with myself to discuss this further as I do not have any details to look into this further for you. 020 3040 0100 Kind regards, Alfie Sleap Practice Manager
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Review titled Absolutely useless clinic
Rated 1 star out of 5
by Edyta B. - Posted on 19 April 2023
Every time I want to see GP clinic I get extremely disappointed with the service "provided". In fact, I would strongly advise anyone against using this clinic for their healthcare needs. First and foremost, I'm never able to book an appointment, regardless of whether it is an urgent matter or not. Every time I call, I would be put on hold for at least 25 minutes, only to be told that I needed to call back the next day at 8:00 am. When I call back at 8:00 am, Im finding myself waiting in a queue of 27 people before I even got through to a receptionist. Even when I tried to use the online consultation service, it was always fully booked, which left me with no other option than to call the clinic. The worst part was that the clinic didn't allow for pre-booking appointments, which meant that I had to go through the entire frustrating process every single time. To make matters worse, I had to do the same blood test three times, which was a complete waste of my time and resources. When I expressed concern about a skin condition and asked the specialist to check if it was cancerous, she didn't seem interested at all. She simply took a quick look and said she didn't think so but it's always good to keep it in the back of my head. To top it off, I have been trying to book an appointment again because the color of the skin has changed since then, but I am just not able to get through. It seems to me that whoever created the phone and online booking system was not thinking about helping patients at all. It seems like it was created to discourage people from making bookings. Overall, my experience with this GP clinic is always terrible, and I would advise anyone looking for a reliable healthcare provider to look elsewhere.
Visited April 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Dear Patients, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise that you have had a negative experience. Regarding your wait time on the phone we are now trying to have more receptionist on the mornings to make sure we can get to our patients as quickly as possible. We hope you see an improvement in this in the near future. We do offer prebookable appointments for our patients but these are on a first come first serve basis and we have to limit these to make we have enough appointments for our young, elderly, and on the day appointments. Regarding your skin issue i would like to look into this further for you. Please do contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Worst practice
Rated 1 star out of 5
by Saira sardar - Posted on 13 March 2023
Absolutely disgrace of a practice No system No way to make appointment Only way to make an appointment is telephone call.but when u het through after 1:48 minutes today no appointments Available today or rest of week
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 14 March 2023
Good morning, I do apologise for your recent experience with the Practice. When booking appointments we have a different options available. We have pre-bookable appointments available which are on a first come first serve basis. you can also use Dr IQ to put through an online consultation that can get passed through to a clinician for you to be contact the same day. Unfortunately there are no details for me to look into your wait time. I do apoloigse if you had a long wait time this morning, we are experiencing a very high number of calls at the moment at 8am and we are trying our best to support with this by increasing the number of receptionists we have in the morning answering the calls. If you wish to discuss this further please do contact the Practice on 02081042222 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health
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Review titled Impossible to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
For several weeks, I have been trying to book an appointment with no luck. How is that possible that there 30 people in the queue while calling at 8am as recommended by the receptionists? Why are there no prebook appointments available
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 14 March 2023
Good morning, Thank you for the time to submit your feedback. I do apologise you have had issues with getting appointments at the Practice recently. We do offer our patients prebookable appointments but these are limited availability and on a first come first serve basis. We are trying our best to offer as many appointment opportunities as we can to our patients to speak/ see our GP's. If you would like to discuss this further please do contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health
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Review titled Awful - Can't get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
Really stressful experience which is not what you need when not feeling well and need to see the doctor. Been trying to call for a week now and just can't get through. Every time need to see a doctor it's the same, frustrated and exasperated and don't know what to do to be able to see a doctor.
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Good morning, I do apologise for the recent issues you have been having with the Practice. Appointments are very high demand at the moment and we are trying to support patients the best we can. We also have our online service available DR iQ for patients to put through online consultations that can passed over to the GP. We do offer pre-bookable appointments for patients on a first come first serve basis. If you wish to discuss these issues in more detail then please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Really poor
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
This practice is clearly overstretched. As others have said here, it is almost impossible to get an appointment. Over 2 years with this surgery this has always been the case. Can you let us know what is being done to increase the capacity of this surgery?
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feedback for us. We are constantly trying new ways to improve our appointment system. We offer enhanced access services which allow for our patient to be seen early morning and afternoons on the weekend. This is an extra service we are providing. We also are looking to redesign Dr IQ to allow for more access to the Practice and free up more appointments. If you would like to join our PPG meeting to help improve our Practice for our patients please speak with the reception team who will be able to support in getting you joined. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Terrible booking system
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
Can never get an appointment even when you call at 8am like told you can't get through before 10am to be told no appointments left, it's ridiculous what happened to prebookable appointments!!!!
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Good morning, We do apologise for your recent experience with booking an appointment with the Practice. We do provide pre-bookable appointments to our patients but these are limited and are on a first come first serve basis. We also offer our online service to our patients to put through an online consultation that can be passed through to our clinician to deal with the patients query. If you would like to discuss these issues further please do not hesitate to contact the Practice on 02081042222 and ask to speak to myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Worst gp practice
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
They never have any appointments available even if you would start continuously calling from 7:00, at 8:01 when you’ll get through you’ll be 20th in the queue and as result no appointments available. If you walk in or call and ask for an appointment for any available day, in weeks/ months, anyway they will tell you that there’re no appointments available.. This is ridiculous!!!
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feeback for the Practice. I would firstly like to take the time to apologise for your recent experience with getting through on the phones. We try our best to answer the calls as quickly as possible and we now have more receptionists on the mornings to make sure we can get to our patients in a timely manner. The Practice does not open until 8am so the phone lines do not open until then, if you have been calling before this time you will not be able to get through. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100. Kind regards, Alfie Sleap Practice Manager
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Review titled Two appointments cancelled for no reason
Rated 1 star out of 5
by Mihail Giurgea - Posted on 20 February 2023
My baby has been scheduled for immunisation on 31 january. While we were waiting at Pontoon Dock, the receptionist called us and told us that the appointment was cancelled because the baby was "too young". This made no sense because she was 9 weeks old and the appointment had been arranged by a doctor. They arranged for another appointment on 20/02. Today 20/02 they cancelled again for "unforeseen circumstances". We received the SMS while on our way to the practice. They didn't even bother to call. I received a message from the NHS that my baby is now overdue vaccination.
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Dear Mr Giurgea, I would firstly like to apologise for your recent experience with the Practice. At the time of your first appointment on 31/01/2023 your child was 7 weeks and 6 days which is too soon for the child to have their first vaccinations. They need to be 8 weeks. I do apologise for this being incorrectly booked and this has been raised with our clinical and admin team. In regards to your appointment being cancelled on 20/02/2023 at short notice, this can happen at very short notice from when the clinic is about to start. In order to get through tour patients we text the patients to make sure they are aware as soon as we can. We have now discussed with our staff that if a clinic is to be rescheduled at short notice, we offer the patients an alternative appointment in the text message and allow the patient to respond. If you would like to discuss this further in more detail please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock