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 awful experience for telephone appointment booking
Rated 1 star out of 5
by Anonymous - Posted on 16 November 2023
it a surgery that is difficult to get appointment by the mean the suggest. i was on the phone for more than one hour on both my mobile and land line. it appears the pine is just set to give impression that someone is at the other end. on one of my phones, i started as caller number 30 and and was on number 14 after one hour of waiting. on my mobile phone i stated as number 4 and was still on number two after 40 minute their dr iq does not meet your request. it is not possible to book appointment on it dr iq has set questions that does not meet your request hence, you cannot get the right service on another occasion, i was on the line to trying to book appointment, but walked from my home which was about 35 minutes to the surgery, to find out that the phone was no engage and the receptionist was sat on the chair. when i informed him and he listened to my phone, he apologised that they have problem with their phone It is deceitful to keep patient waiting on phone for over an hour for a phone that is not actually maned by anyone after over an hour i have to end the call. my other alternative now is to attend accident and emergency for my health need. this experience is not an isolated one the phone never reached number one and i believe it was just a computer set up phone to make you hang up after remaining on the call for hours
Visited November 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Awful, flawed appointment booking service
Rated 1 star out of 5
by Andy C - Posted on 27 November 2023
Trying to get a non-urgent (but medically important) appointment is deeply frustrating (and so far I haven't succeeded in doing so). They point you to the Dr Iq app 'for your convenience' but I've never been able to book an online consultation through this. Currently out of the 32 options only 3 are available, none of which cover my topic. The only option is therefore to phone up (you can't book appointments by going to the practice in person, which would be very convenient for me) where you join a long queue - invariably over 30 people waiting. I asked for a callback which came after an hour (glad I didn't wait on the phone) only to be told they only take bookings for that day - so you can never book an appointment in advance. If I'd been able to go in on the same day they had no appointments left anyway. So it seems the only way I can book an appointment is to try and phone at 8am and take my chances, hoping I get through before the appointments run out for that day. As I work it means I need to take a day off or work from home if possible (I can only do this one day a week) to make the call - but with no guarantee I'll get an appointment. Whoever designed this system has given no thought to the experience of patients - it's all about the convenience of the practice. I can understand the logic of trying to triage appointments but there must be a way of doing this that doesn't result in this awful patient experience. And I don't understand at all the inability to book non-urgent appointments in advance. Taking such requests out of the daily rush for appointments would help them manage better you'd think. Finally they sent me a text to give feedback on their new booking system - when I went to do that it said the survey was closed! Another example of them not really caring what their patients think.
Visited November 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Absolutely terrible
Rated 1 star out of 5
by Anonymous - Posted on 07 November 2023
Called them at 08:04 for an emergency appointment for my son. Waited 2 hours to get to the front of the queue to then be told that they were extremely busy and I should hang up and try again later. Excuse me but what are you running here? Be ashamed.
Visited November 2023
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for reaching out, and we’re very sorry to hear about your experience. We understand how concerning it must have been to wait so long for an urgent appointment, especially for your son. Our team aims to accommodate all patients needing care, but we acknowledge that high demand can lead to long wait times and, unfortunately, situations like this. We’re actively reviewing our systems to better manage call volumes and reduce wait times, as we know this is essential for providing timely care. Please don’t hesitate to reach out to our practice manager if you'd like to discuss this further—we’re committed to finding ways to improve your experience. Thank you for sharing your feedback. Thank you
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Review titled Disappointed
Rated 1 star out of 5
by Anonymous - Posted on 30 October 2023
If you want to book an appointment at this GP clinic, don’t be bothered. Your appointment can be booked in but it doesn’t mean that your doctor will show up. I waited for 15min (after my scheduled time) only to find out that my doctor is not even in. I couldn’t be seen by another person. Will need to come back another day. Waist of time. Unprofessional. Disappointing.
Visited October 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Unsuitable to be a GP
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
In the time I’ve been a patient I’ve never had a positive experience. I understand being public facing and never ever treat staff poorly however I’ve been shouted at on the phone, hung up on mid call, snapped at and had staff make rude comments to my face all while trying to ask about letters sent in weeks/months before. The staff in Albert road are usually quite nice however it’s clear how poorly funded the building and staff are, with only one staff member a month checking letters nothing gets processed to the point of having to seek my own medicinal solutions which is very stressful and expensive. Dr. Iq has never aided the process. If you ever require help quickly, go to 111 as this Gp has always failed me and my partner.
Visited September 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 21 September 2023
I called gp many times and at last get an appointment for me and my son I went to gp in time and sign in after 20 minutes a lady called my name and told me you should go upstairs now your appointment time is over If I had signed in and dr has checked it why he didn’t called me upstairs and if they are not able to check the checked in patients why they have screens there Staff is not cooperative at all.they don’t care how you have reached there in which situation are you going through Hopefully manager look in the matter and try to make it better for patients not just for the employees
Visited September 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Please look somewhere else for help
Rated 1 star out of 5
by Anonymous - Posted on 16 August 2023
Unfortunately, I am a patient with chronic autoimmune ilnesses which forces me to contact my gp practice monthly. Since I registered with them over 4 years ago there was always a problem with something. Not even to mention how difficult it is to make an appointment for somebody to see you. Half of the staff, (apart from doctors which I found mostly very kind and respectful) can be extremely rude to you. Believe it or not but when you have to contact them monthly it can be tiring. Dealing with autoimmune conditions on its own creates a lot of stress, and I understand that not every patient that attends the practice is polite, but I have always tried my best be kind and appreciative of their work. Many staff members have been extremely rude to me, one even went so far to tell me that it is my fault they cannot find something in the system when another staff member told me that it was their fault, and the other told me to “stop talking” when I was answering questions they asked. It might sound petty now, but when you are in desperate need because you are unwell and need your medication, things like these can really get to you. Please, if you hate your patients so much, change your job. Life can be difficult on its own, people don’t have to make it harder for each other.
Visited August 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Nearly impossible to get appointments
Rated 1 star out of 5
by Riccardo Terzi - Posted on 14 August 2023
1) the only way to get an appointment to be seen by a gp is by phone (not listed anywhere, needed to go in person to get it) 2) was told to phone at 8 am - which I did, and put me in a queue 3) after more than 2 hours waiting on the phone, an automated message said that they were too busy and not answering any more calls 4) called again and used the option to be called back - when I got called back I was told they did not have any appointments for today, and they only ever set up appointments for the same day itself There seems to be no other option to be seen by a gp with this practice other than winning a phone lottery at 8 am. I understand that the uk nhs has been severely defunded over many years, but surely there must be better options to serve the local community than this. At least be upfront about how unlikely it will be to access your services rather than having us waste time on the phone.
Visited August 2023
E16 Health - Pontoon Dock has not yet replied.
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Review titled Cannot pre-book appointments
Rated 1 star out of 5
by Anonymous - Posted on 24 July 2023
I would not recommend this GP at all. On several days, reception staff have told me a doctor will call me back but nobody has called me back. There are no appointments available and you cannot book appointments in advance. Given no help on my mental health issues or a way to progress forward.
Visited July 2023
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, We're truly sorry to hear about your experience and the difficulty in getting follow-up support. We understand how important it is to feel heard and supported, especially when dealing with mental health concerns. Your feedback highlights areas we need to improve, and we apologise for any stress or frustration caused by missed callbacks or limited appointment availability. Please consider reaching out to our practice manager to discuss your situation further—we want to ensure you have a clear path forward and access to the care you need. Thank you for bringing this to our attention, and we’re committed to making things better for you.
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Review titled The worst GP practice
Rated 1 star out of 5
by Alexandru Izina - Posted on 06 July 2023
First of all is almost impossible to get an appointment with this gp practice. They never take calls or the waiting time is over 2 hours and they never seem to have available slots although every time I pass the practice, is empty. I live right next to it. Also, through their app, Dr Iq, you cannot make appointments and sends you to call. A vicious circle. Today I had a blood test appointment, which was made almost 2 weeks ago and when I got there, they cancelled me on the day, saying the person who was supposed to take blood is on maternity. How is this possible not to know this in advance and give proper warning and time to rebook? People have lives and jobs. Not to speak health issues and we cannot just wait around for them to get organised. I would not recommend this practice to anyone. I do not even know how they are allowed to exist. No care for patients at all.
Visited July 2023
E16 Health - Pontoon Dock has not yet replied.