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 Too long to answer the phone at the practice
Rated 1 star out of 5
by Anonymous - Posted on 21 January 2025
Been holding on for 30 minutes to get test results and still 9 in the in line . Phone service rubbish need more staff to deal with everything. Now considering finding another practice, specially when they are paid from the government when I on there books. Service not good enough, playing with peoples lives.
Visited January 2025
E16 Health - Pontoon Dock has not yet replied.
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Review titled Worst Practice
Rated 1 star out of 5
by Anonymous - Posted on 23 January 2025
I’ve had an absolutely appalling experience with this GP practice. I called multiple times, trying to get an appointment. The first time, I waited in line for 3-4 hours (yes, hours—I even took screenshots because it seemed unbelievable) only to be told there were no appointments left. The next day and so on till today, I called at 8:20 AM (just twenty minutes after they opened at 8:00) and waited another 1 hour and 39 minutes, only to hear, yet again, "We are fully booked." What made it worse was the dismissive and unprofessional response I received: I was laughed at and told, "Ha ha, if you’re dying, call 111, ha ha." Being sick for 2-3 weeks, barely able to sleep, and desperately trying to get some help was not just frustrating. It was downright disrespectful. It’s incredibly disheartening to feel like your health concerns are not being taken seriously. The constant stress of not being able to access help, combined with feeling dismissed and belittled, left me feeling incredibly anxious and unsupported. I understand that the NHS is under immense pressure, but this level of inefficiency and lack of compassion is unacceptable. Patients shouldn’t have to fight this hard to speak to a doctor. Finally, while I understand the staff may be under pressure, their dismissive and mocking tone was completely uncalled for. A little empathy and professionalism could go a long way in making patients feel heard and respected. It’s outrageous that taxpayers’ money is being used to fund such poor service. Patients deserve far better than this. No one should feel that their physical and mental health is being neglected by the very system meant to support them.
Visited January 2025
E16 Health - Pontoon Dock has not yet replied.
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Review titled Great service for cervical screening test
Rated 5 stars out of 5
by Alexandra C - Posted on 05 December 2024
I had my first ever cervical screening at the practice. The practitioner was fantastic and extremely reassuring. The test went smoothly and fast. She then recommended I have my meningitis vaccine done and she did it in the same appointment! Great service and I appreciate the holistic approach taken for the patient’s health.
Visited December 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Unsafe
Rated 1 star out of 5
by Anonymous - Posted on 04 November 2024
Your app is down and has been for several weeks. I try to call and I am unable to get any appointment. I need a repeat prescription and because I haven't got through I now have hardly any supply left. I manage to get through after being on hold for 1 hour and 41 minutes only to be told I need a medication review and therefore can't have my prescription and you have no appointments available for this. It is just unsafe - I am now going without my medication because you give me no alternative. The receptionist told me its my fault because I left it too late. I have tried to call the surgery 13 times in the past week and have evidence of this. It's just becoming unsafe now and while it's not the reception staff fault they gave me no alternative at all. I have never had a good service here.
Visited November 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Patient, Thank you for bringing this to our attention. We’re truly sorry for the difficulties you’ve faced in trying to get your prescription sorted—especially with the added challenge of our app being down. We understand how concerning it is to experience delays when you’re running low on essential medication, and we apologize for any inconvenience caused. Unfortunately, we couldn’t locate your record in our system based on your message. Could you please call us directly and ask to speak to the manager? We want to make sure you get the assistance you need and look into how we can support you with your prescription and review appointment. Thank you for your patience, and we’re committed to helping resolve this as quickly as possible.
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Review titled Terrible practice
Rated 1 star out of 5
by Anonymous - Posted on 14 December 2024
The app has been down for months and getting an appointment over the phone is practically impossible. Essential medications that I take regularly aren’t added as repeat, meaning when I eventually do get through to someone I can’t even order them as I need a doctors review. I wait on my phone for hours for a call back, only to be told that the calls were made even though there’s no record of receiving anything on my phone, and I’ve had it on hand on ringer and know that nothing has come through.
Visited November 2024
E16 Health - Pontoon Dock has not yet replied.
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Review titled Very disappointed about service
by Thazkia - Posted on 07 November 2024
Hi there I never mind to show my name on to see who have left the reviews. When first i came to this Gp I was impressed by their service. One day i have booked on over the phone after waiting two hours then I requested for two appointments and they replied positively and I was booked in but then they made me to wait and denied to give me the appointments and the guy on phone calls that time with my normal voice as I tried to compline or asked to handed the calls to someone that I can compline, he made the issues that I am loud to him but I wasn’t, last 6 months I am struggling to get an appointment bcz whenever I called that same person heard me, as I can assume he would IC3 male, last 3 weeks keep callings but unfortunately I am in with mental health conditions and i am in medication , tried to book in with phone calls atleast, the doctor I met him before as he asked come over after 1 month of medication but they won’t give any appointments. It’s seems like I have done very big mistakes and I don’t have any options otherwise to leave GP. That’s terrible experience I have ever had after over 1 hours of phone calls waiting they says no appointments available meanwhile I have mental health issues and I tried my best to nice with him but I was failed somehow at the end. Please give me last appointment from your gp and I will change my gp soon.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 27 November 2024
Dear Thazkia, Thank you for leaving your review with your name as we were able to follow-up on your feedback. It was nice speaking to you on the phone and I am sure you are satisfied of the outcome of the phone call. We sincerely apologise for the negative experience you’ve had when trying to book an appointment, especially considering the challenges you’ve mentioned regarding your mental health. We understand how frustrating it can be when appointments are difficult to secure, and we are sorry for the inconvenience and distress this has caused. We also regret that the interaction you had with our staff did not meet the level of professionalism we expect. Please know that your feedback is important to us, and we will review this matter to ensure improvements are made in how we handle phone calls and appointment requests. As mentioned on the phone, should there be no appointments available, please do call 111 and choose option 2 and someone would be able to help you. In the mean time an appointment has been booked for you. We always welcome constructive feedback and look to improve our service. If you still wish to move forward with finding a different GP, we understand and will support you in making that transition. Thank you Practice Manager
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Review titled Worst GP Clinic in my 8 years in London !
Rated 1 star out of 5
by Anonymous - Posted on 14 October 2024
I have honestly not used a worst clinic since I moved to the uk. They use the worst system to book appointments, that is only available (if available) only spesific times. Then their stuff will not even follow up on your issue even if you chase a lot. Currently their app is down, their website is down, I was calling for hours being on hold to book an urgent appointment, and when I was in queue 4 the call was dropping. I decided to go in person to finally book an appointment, to be told that the reception can't book one for me, I need to call again next day and if I don't manage to speak with someone there is nothing they can do !!! I ended up paying £280 pounds for a blood test privately because of this. Why do we even pay for the nhs if this is the treatment we get?? This is not the first time that this clinic acts like that. This is unacceptable and someone needs to seriously look into it.
Visited October 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 we’re truly sorry for the inconvenience and frustration this has caused. We understand how critical it is to have timely access to appointments, especially for urgent issues, and we apologise for the challenges you’ve faced with our current booking system. We have dedicated staff working hard to handle calls, and we're actively working on implementing a new online system designed to improve appointment booking and make it more accessible. We hope this update will greatly improve the experience for all our patients. In the meantime, if there’s anything specific we can do to support you or address any outstanding concerns, please feel free to reach out to our practice manager. Thank you for your feedback, as it’s valuable in helping us make necessary improvements.
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Review titled Poor service
Rated 1 star out of 5
by Jo Hammond - Posted on 14 October 2024
It is impossible to get an appointment here. I have been ringing for 5 days and constantly told ring back tomorrow Or go to A & E I do not need to sit in A & E for hours I need a GP Despites requests for someone to ring back to make a complaint no one rings back. It says on phone message use the app. The app has not been working for weeks. Generally the receptionists are polite. Which is their only positive feature
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Jo, Thank you for sharing your experience, and we’re sorry for the frustration and inconvenience you’ve faced while trying to book an appointment. We understand that constantly being asked to call back can be incredibly discouraging, especially when the app isn’t available as an alternative. Our goal is to provide accessible and timely care, and we apologise that this hasn’t been the case. We’re currently working to improve our booking system, including resolving the issues with our app, to better meet the needs of our patients. In the meantime, if you’d like to discuss your concerns or require assistance with your complaint, please feel free to reach out to our practice manager. Your feedback is important to us, and we’re committed to making things better. Thank you for your patience as we work to improve.
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Review titled Awful
Rated 1 star out of 5
by Debbie - Posted on 17 October 2024
I have been waiting since Tuesday for a simple test result. The receptionist wouldn't listen to me when I tried to explain to her what the doctor asked me to do. She wouldn't listen so I followed her instructions instead, she was adornment that i left it and she wouldn't call the person i had spoken to. It is now Thursday no one knows what has happened to my sample and it shows on the system they are still waiting for me to bring it down. What kind of practice is this. I have spoken to six different people over the past few days and nobody seems to know what is going on. Awful. I wouldn't recommend this practice to anyone. It needs to change this is people's health you are dealing with.
Visited October 2024
Review titled E16 Health - Pontoon Dock
Replied on 04 November 2024
Dear Debbie, Thank you for letting us know about your experience, and we’re genuinely sorry for the confusion and frustration you've been through. It’s concerning to hear that your test result has been delayed, and that communication around your sample was unclear. We understand how important it is for patients to feel heard and informed, especially when following specific instructions from their doctor. We’re looking into this matter to ensure that our staff has clear guidance on handling such situations in the future. If you’d like further assistance in resolving this or to discuss your experience in more detail, please contact our practice manager directly. Unfortunately, I could not locate you on our system to contact you. Your feedback helps us make the necessary improvements, and we appreciate your patience as we work to provide better service. Thank you
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Review titled Poor practice
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2024
First of all the receptionists are generally very polite and try to help but often seemed dressed and deflated This is the worse surgery I’ve ever known. It’s almost impossible to see a GP and when they say you are booked to talk - not see - a clinician you find out they are not a doctor. My recent telephone appointment was with a clinician who when I queried his role he stated he was a pharmacist who questioned everything I said as he didnt believe me. The people going blood tests etc are friendly and pleasant. But the doctors and other clinicians are often rude and if do manage to see them they don’t give eye contact I would never recommend this surgery to anyone
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’re glad to hear that you've found our reception and clinical support staff helpful and friendly, but we’re truly sorry for the difficulties you’ve had with accessing GP appointments and feeling fully supported in your care. Our goal is to provide effective and compassionate care across the team, and we regret that this hasn’t been your experience with some of our clinicians. We’re working to improve access to GPs, as well as fostering an approach where all patients feel listened to and respected during consultations. Your feedback is important to us, and we’ll be sharing it with our team to ensure we make improvements. If you’d like to discuss this further, please reach out to our practice manager. Thank you for your feedback; it helps us continue to improve. Thank you