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 Poor service
Rated 1 star out of 5
by Shani - Posted on 05 February 2023
I’m currently 6 months pregnant and i’ve been struggling to get in contact with a midwife regarding appointment changes. I’ve left a voicemail with my name and phone number & i still haven’t got any contact back. From my december appointment, i was tested and was asked to contact them if i haven’t received my results within two weeks. I did give it time as there was the strikes going on but till this day, 5th of February, i still haven’t received anything. It is a bit of an inconvenience as this is my first child, and my first experience and i never felt so alone in my pregnancy.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, I do apologise you have been having issues with your appointments to see the Midwife. Unfortunately this is not something that the Practice deals with as the midwife team is through the hospital. If you would like to discuss anything else 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 Absolutely horrible receptionist, very bad behaviour
Rated 1 star out of 5
by Anonymous - Posted on 07 January 2023
Tried calling the practice to say I would be 5minutes late maximum, no answer. I arrived and the receptionist had a very bad attitude. If I knew her name I’d put her name here. She should not be working here. Shouting at me telling me i should of called, she had a very very bad attitude and even told the doctor to go away. Appalling. Very very angry with this woman. Train Your staff on how to speak to patients. If I have to deal with this receptionist again I will teach her how to speak to people. Ridiculous that you have employed this waste of space.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise for your experience with a member of our reception team. Our reception team undergo training for customer service and how to speak with patients in the correct way. I do apologise if you felt the customer service you received was not good. 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 Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2022
I moved to this surgery hoping to have a better experience than my previous one but it was even worse . Their app system is terrible and only allows you to make consultations for a few medical issues which means you can only make appointments by calling. And even then you have to wait several hours to be told you can’t book appointments during the week at anytime, only at 8am making it’s impossible to get through to the surgery.
Visited December 2022
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I do apologise you have been experiencing some issues with booking appointments. Our Dr IQ is going through some changes at the moment. We are looking at ways to improve the access we provide to our patients. We will be adding more online consultation options for the patients to choose from as well as a having a team of clinicians who will work on Dr IQ throughout the day allowing for it to be open for longer periods of time. Regarding the wait times on the phones, we now have more staff working on the morning shifts to make sure the phones are being answered in a timely manner. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health
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Review titled Terrible booking system - stay far away
Rated 1 star out of 5
by Anonymous - Posted on 02 November 2022
Spent 4 hours across 4 days on the phone waiting for an appointment. You have to spend the first hour from 8am dialling the number over and over as the call drops or the line says its too busy and cancels the call repeatedly. Once you get on the waiting list, theres 30 people in the queue and by the time you speak to somebody, all the appointments are gone. You are then told you should have called earlier (despite there being no chance of getting through on the phone) or booking through the app. The app doesn't let you book phone consultations for most issues other than prescriptions so its very useless advice. I then decided I would pay privately out of frustration, asked for a telephone appointment to get a referral and they didn't have a slot for 3 weeks. Awful awful service, useless staff answering phones & terrible booking system.
Visited November 2022
Review titled E16 Health - Pontoon Dock
Replied on 22 June 2023
Dear Patient, Thank you for taking the time to leave us feedback. I do apologise for your experience when trying to book an appointment with the Practice. Our phone lines can be very busy in the mornings, we do try to advise patients that if they have admin queries they should be calling after 10:30am. We have also made sure to have more admin staff in the mornings to answer calls to the patients in a timely manner. Our Dr IQ app is being updated currently and we are looking to improve the level of options we have for patients to put through online consultations. We also hope to have this available to patients throughout the day. if you would like to discuss this further 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 Poor Phone Communication
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2022
The comms at this GP Service is the worst I’ve ever experienced. Booking appointments and trying to follow anything up is the biggest hassle, dr it only has a use for booking appointments between 7-7.25am, other than that it’s purpose is nothing, at which point you are then left with no alternative but to phone in and join the phone queue. As has been mentioned in other reviews, almost always the line cuts out (unsure if this is reception attempting to re-set the queue/hang up - a response regarding this would be appreciated), this means that we then have to join the queue all over again. Phoning up essentially means that you are by default signing away the next hour of your life to being on this call and worrying it’ll cut again! I have spent hours upon hours trying to follow things up with this practice and to speak to someone. On top of this, I’ve had two very poor experiences with pharmacists and their comms skills. One was very rude throughout my appointment and then rang back asking for his next patients name! This doesn’t exactly instil much regarding their competency, if they have now shared other pts name with myself. He didn’t even apologise about this. The other time, I was in the middle of discussing a possible two week wait (cancer) referral and the line cut - the pharmacist didn’t ring back, so I was forced to ring reception in order to ask them questions and thankfully was given an appointment with one of the doctors (who was great, once I got to speak to her!). The pharmacist also did not introduce herself as a pharmacist, so I had assumed she was a doctor - these are all very basic communication skills that you would hope would be expected from healthcare professionals. Additionally, I have also just been referred to the wrong service and that services’ receptionist has asked me to inform the GP Surgery that they are using outdated referral forms. Very basic competencies all round, that are not being met. The complaints around booking have evidently been going on for a very long time however it doesn’t seem that anything has changed. What is being done to improve this service, as evidently from your other reviews something needs to be done?
Visited November 2022
Review titled E16 Health - Pontoon Dock
Replied on 22 June 2023
Dear patient, Thank you for taking the time to leave feedback with the Practice. I would like to apologise for your recent experiences you have had with us. We are currently in the process of reveiwing our online service Dr IQ to be more available to our patients. We will be look ing at adding more online consultation options onto the app as well as creating a hub service that will allow for the app to be open all through the surgery opening hours. We hhope you see improvements with this in the future. Our phone lines can be very busy in the mornings so i do apologise you have struggled with booking an appointment. We have implemented a call back option on the phones recently that allow for the patients to receive a call back from the Practice once they are closer to the front of the queue. This does not guarantee our patients an appointment but allows for them not to wait in the queues for long periods of time. I also would like to apologise for your recent experience with one of our pharmacists. I would like to look into this further for you, please do contact the Practice on 02030400100 to discuss this further with myself. Kind regards Alfie Sleap Practice Manager
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Review titled Unbelievably bad / a bottleneck to NHS care
Rated 1 star out of 5
by Anonymous - Posted on 29 October 2022
Unbelievably bad service! Not fit for purpose! Bottleneck for necessary patient care!. Call wait times of at least 30-90 minutes (currently in the queue now 90 mins from being caller five at the start). Then there is very little chance of actually getting either an on the day or pre booked appointment. Even when you do get an appointment you wait 30-60 minutes at least before being seen. Diagnostic tests like blood have wait time of about a month - whats the point if the doctor orders this in order to prescribe antibiotics or more serious treatment for example? Follow up requests and referrals for emergency appointments from private online doctors are not respected, I had to argue for a emergency appointment the next day. The app doesn't even work (dr iq) yet they waste your time on the call line with minutes or audio about it. I have had an issue for 3 months now and after 5 different diagnostic tests I can never get an appointment to follow up with the doctor. I cant get NHS care because of this awful place.
Visited October 2022
Review titled E16 Health - Pontoon Dock
Replied on 22 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I do apologise for your recent struggle with getting an appointment. We have looked into our phone system and made a few changes that we believe will better help this part of the service. We have added a call back system onto the phones so patients do not need to sit in the queues for long periods of time. This does not guarantee the patient an appointment. We have also changed our rotas to have more admin staff in the mornings to help patients get through to the practice as quickly as possible. We do offer prebookable appointments but these are on a first come first serve basis so unfortunately we cannot always book patients appointments in this way. Regarding bloods we offer blood appointments at the Practice and the wait time is roughly one week. Alternatively there is local services like the Appleby Health centre you can attend to have your blood tests done. I would like to look into these requests from the private clinic to find out what went wrong. As this is anonymous please do contact the Practice on 02030400100 to discuss this further with myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Unable to book appointments via Dr. Iq App
Rated 2 stars out of 5
by Prasham Sheth - Posted on 26 October 2022
I’ve been registered with the Gp for more than a month. Been checking everyday for an appointment. The Dr. Iq app has been telling me since a month that Due to Demand exceeding our daily capacity, most online consultations are unavailable. I’ve tried being on call for upto 30 minutes but due to work I’m never able to hold for longer than that and have to disconnect after that. Is there any email id I can contact to book an appointment?
Visited October 2022
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Prahsam Sheth, Thank you for taking the time to leave feeback for the Practice. I would also like to apologise for the recent issues you have been facing with the Dr IQ app and book appointments. Our Dr IQ app opens up at 7am during the week. Due to high demand we do have to close this earlier in the day that we would like. We are now looking at improving the patient experience on Dr IQ. We will be adding more options for patients to select from to best suit the issue that we are facing. We are also putting together a team of clinicians that will work on Dr IQ throughout the day to make sure the app with be available for our patients for longer periods of time. We hope you will see improvements on this in the near future. If you would like to discuss this further please do contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager