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 Impossible to get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 22 October 2024
I have called numerous times at 8am and held on to get an appontement with the gp, it takes an hour or longer sometimes to get an appointment, when they answer the phone they say “we’ll call you back with an appointment time” - but no one calls back, it’s the most incompetent surgery in the country I’m sure, and I cannot believe this is tax funded, it’s a complete joke of a system.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience with us. We sincerely apologise for the difficulties you’ve encountered while trying to secure an appointment. We understand that long wait times and missed callbacks can be incredibly frustrating, especially when you need timely access to care. Please know that we are actively working to improve our appointment booking process and reduce the time you spend on hold. Your feedback is crucial in helping us identify the areas where we need to make changes. If you’d like to discuss your concerns further or if there’s anything we can do to assist you right now, please don’t hesitate to reach out to our practice manager. We appreciate your patience and understanding as we work to enhance our service. Thank you
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Review titled Worst ever
by Anonymous - Posted on 19 September 2024
I went to the app to ask for an online consult but also requested a callback just to make sure my request went through. Then the receptionist told me I did it wrong and that my appointment was not booked! I told them I selected the option available there and to think its for my baby! He said I didn’t do it right and should’ve selected the other one. I asked him then what’s the purpose of the other options if its not the right one?! They could’ve just remove those options!! He didn’t give me any other options and just told me to call back again tomorrow!! My baby’s concerns are getting worst and he didn’t give me any other advise! What a stupid thing to say!! No sense of urgency!! No sympathy, no apologies!! Worst GP ever!! I have to call 111 again which is also useless!! You should have an option to cater infants that have a serious concerns! Or else we’ll end up having our conditions get worst! No priority for babies! Always a first come call basis! Doesn’t consider the age or provide other options. No actual action and it’s useless to call GPs now.
Visited September 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, I’m very sorry to hear about your experience, and I understand how distressing it must be to feel like your baby’s health concerns aren’t being addressed promptly. It's unacceptable that you faced difficulties with the appointment process and didn’t receive the assistance you needed. We’re actively working on improving our online system to ensure that it is user-friendly and clearly indicates the appropriate options for various situations, especially for young children. I apologise for the lack of urgency and support you experienced from our staff, as we strive to provide compassionate care to all our patients. If you haven't already, I encourage you to reach out directly to our practice manager so we can address your concerns and find a way to assist you with your baby's health needs. Your feedback is invaluable in helping us improve our services. Thank you for bringing this to our attention, and we hope to resolve this matter for you as quickly as possible. Thank you
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Review titled appointments and competency
Rated 1 star out of 5
by yosra khalaf - Posted on 22 September 2024
Its near impossible to get an appointment ,there is only on the day appointments in which phone lines starts at 8 and up to 8.20 all appointments would be taken and you have to call the next day and so on . the app dr iq all options for online consultations are disabled due to high demand and there is no other way of requesting non urgent appointment for the coming few days or so . the staff on the phone some of them are helpful but majority are unprofessional and so rude so if you trying to chase a referral or request repeat prescription the receptionist would muck you around and you would need to go to square one and request to talk to the gp doctor .
Visited September 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Yosra, Thank you for sharing your experience with us. We’re truly sorry to hear about the challenges you’ve faced in trying to secure an appointment. We understand how frustrating it can be to have limited availability and face difficulties with our app and phone lines. We are currently working to improve our appointment system and increase access for our patients, including addressing the issues with our online consultation options. Your feedback regarding the professionalism of our staff is also concerning, and we will ensure that this is addressed with the team. If you have specific issues with referrals or repeat prescriptions, please reach out to our practice manager directly so we can assist you in resolving those matters. We appreciate your feedback, and we are committed to making improvements to better serve you and all our patients. Thank you for your patience. Thank you
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Review titled Inaccessible practice
Rated 1 star out of 5
by Anonymous - Posted on 26 September 2024
I found this GP practice to be highly inaccessible. The only way to book an appointment is by calling at 8 am, but they rarely answer, leaving you frustrated and wasting time. I have visited the practice twice in person seeking help for an eye infection and to get asthma and allergy medication, but each time I was simply told to call back the next day — no help was provided. It is disheartening that they do not seem interested in providing care when it is needed. I cannot recommend this practice.
Visited August 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience, and I’m sorry to hear about the difficulties you’ve faced in accessing care at our practice. We understand how frustrating it can be when you’re in need of medical assistance, especially for issues like an eye infection and managing asthma and allergies. We recognise that our current appointment system has its limitations, and your feedback highlights the need for us to improve our accessibility and responsiveness. Our goal is to provide timely and effective care, and we regret that this has not been your experience. If you haven’t already, please consider reaching out to our practice manager to discuss your concerns further. Your insights are important to us, and we’re committed to making necessary changes to better serve our patients. Thank you for your patience, and we appreciate your feedback. Thank you
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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
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your feedback, and I’m truly sorry to hear about your frustrating experience with our practice. We understand that not everyone wants to or can use apps, and we recognise the importance of providing alternative options for accessing care and booking appointments. It’s unacceptable that you felt unsupported when you visited our surgery in person, and I apologise for the confusion and lack of assistance you encountered. We’re currently reviewing our processes to ensure that our staff is better equipped to handle these situations and that all patients can access the care they need, regardless of their preferred method. Your feedback is invaluable as we work to improve our services, and I encourage you to reach out to our practice manager to discuss your concerns further. Thank you for your patience, and we appreciate you bringing this to our attention.
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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
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Martina, I’m very sorry to hear about your frustrating experience, and I truly understand how distressing it must have been to face such challenges in obtaining your diabetic medication. It’s unacceptable that you encountered issues with the Dr IQ app, were unable to get through via phone, and then received no timely assistance despite your efforts to communicate through multiple channels. We recognise the importance of timely access to medication, especially for chronic conditions like diabetes, and it’s concerning that you were left without your medication for an extended period. Our team should have prioritised your situation and ensured that you received the necessary support. Your feedback regarding the lack of response to emails and the challenges you faced at the practice is invaluable, and we will be addressing these issues with our staff to improve our communication and responsiveness. Please consider reaching out to our practice manager directly to discuss this matter further and ensure that we can assist you appropriately moving forward. Thank you for bringing this to our attention, and we appreciate your patience as we work to make improvements.
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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
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for taking the time to share your experience, and I’m truly sorry to hear about the difficulties you’ve faced in trying to access an appointment and obtain your medication. We understand how urgent and frustrating it can be when you need timely care, especially when you're unwell. It’s concerning to hear that you felt the reception staff were unhelpful and that the appointment booking process has been inadequate. We are actively working on improving our systems to make it easier for patients to access care, and your feedback will help us identify areas where we need to do better. If you haven’t already, please reach out to our practice manager directly so we can assist you in getting the appointment and medication you need. We appreciate your feedback and are committed to making improvements to better serve our patients. Thank you for your patience
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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
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for sharing your experience, and I’m truly sorry to hear about the ongoing difficulties you’ve faced in accessing care for both yourself and your daughter. It’s unacceptable that you had to go through such extensive measures to get an appointment, and I understand how distressing it must be to feel that your child’s needs are not being prioritised. We recognise that the current system has significant limitations, and it’s clear from your feedback that improvements are desperately needed, especially regarding urgent care for young children. Your point about the strain on emergency services is well taken, and we are committed to finding ways to reduce unnecessary visits to A&E by ensuring that our patients can access timely care within our practice. We also acknowledge the frustrations with the Dr IQ app and the challenges you faced with your medication review and prescription. We are actively working on enhancements to our systems to improve the overall patient experience. If you haven’t already, I encourage you to reach out to our practice manager to discuss your concerns further. Your feedback is invaluable, and we appreciate your patience as we strive to make necessary improvements. Thank you for bringing this to our attention.
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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
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for taking the time to share your concerns. We’re truly sorry to hear about your frustrating experience with our service, particularly the long wait times and the issues with your phone appointment. We understand that these challenges can be incredibly disheartening, especially when you’re seeking timely care. We are committed to improving our systems and processes to better serve our patients, and your feedback highlights the need for change. While we know we have room for improvement, please know that we are actively working on strategies to reduce wait times and enhance communication with our patients. If you’d like to discuss your experience further or if there’s anything we can do to assist you now, please reach out to our practice manager. Your voice is important, and we appreciate you bringing this to our attention. Thank you
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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.