GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
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Reviews
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Review titled Joined in 2020, gotten worse ever since
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2024
Initially when I joined it was the best experience. Being able to manage everything digitally and the staff, in particularly the mental health team were great. Now the digital app has been scraped and this new ‘smart’ system is complete nonesense. I’ve just had a surgery and trying to get in touch to get pain modification prescribed and can’t get through at all. Please join elsewhere
Visited December 2024
Review titled GP at hand
Replied on 09 December 2024
Thanks for your comments. If you need an appointment, we ask you to answer a few questions so we can get you booked with the most appropriate clinician at the most appropriate time. If you have another query, please use the "administration" option to send us a message, and we will get back to you quickly. As your review is anonymous, I can't reach out to you directly, but please do send us a message.
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Review titled Shocking
Rated 1 star out of 5
by Martin - Posted on 12 December 2024
I would give you zero stars if it were possible. When I first joined you were great, but now the service is absolutely disgraceful. I have spent the past week trying and failing to get an appointment, only to be met by the “no appointments available” message. I have tried countless times at different times, but it’s the same outcome every time. All the while my condition has deteriorated and I still can’t get help. I am fortunate to not have complicated medical needs and rarely utilise GP services thankfully, but the other time this year I needed medical assistance (October 24) it was the same story of no appointments. On that occasion it deteriorated so badly that I sought help from 111 and got an emergency out of hours appointment over the weekend. There was a supply issue with the medicine I had been prescribed, and because it was now Monday regular hours, 111 told me I had to go back to my own doctor to sort it. That was impossible because you don’t offer any appointments… in the end 111 did something on their end, and whilst the promised call back from you was several hours later than scheduled, it did at least happen. These are the hoops and steps involved to try and get an appointment with you now and it’s an absolute disgrace. I would absolutely not recommend you to anybody under any condition, I simply cannot fathom that there is a worse performing gp practice in the UK at present.
Visited December 2024
Review titled GP at hand
Replied on 12 December 2024
I'm sorry to hear of your experience. As I hope you are aware of from the emails and text messages we have been sending out, and the message in the eMed app itself, we are no longer using this app to book appointments. Appointments are now booked via our website gpathand.nhs.uk. From there, you can book directly into the most appropriate appointment for your problem, or send us a message. We have many appointments available 24/7, so you should not have any issues at all with booking. If you do have any problems, then please do send us a message via the "Questions and admin" area and we will get back to you within one working day.
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Review titled Used to be geat
Rated 3 stars out of 5
by Anonymous - Posted on 13 December 2024
When i first joined over a year ago when it was Babylon, it was great. Could usually get an appointment within the next few days (although this sometimes took a few attempts to search for appointments, but is better than having to call the surgery at 8am to book a same day appointment kf not urgent). Clinicians never cancelled any of my appointments nor was late. And could book any time of day and check appointments available. Now- it seems impossible to even get an appointment, and when you do, they sometimes get cancelled or are late. And now with the new booking system; you can't book an appointment when the surgery is closed. I'm assuming this is because it's got a lot more popular and they can't handle the influx of patients. Oh and also I got referred to an eating disorder clinic, in which my local mental health team wouldn't secure the funding for as my GP isn't in the catchment area (as GP at hand is in Hammersmith and Fulham, i live in Lewisham) and GP at hands local fulham centre refused funding as I don't live in the GP at hands catchment area - not GP at hands fault, but teh fact is, it can be difficult to get treatment if registered with GP at hand and don't live in the catchment area)
Visited December 2024
Review titled GP at hand
Replied on 13 December 2024
Thanks for your comments. We have switched our booking system in the last week, which has already resulted in much improved appointment availability, so I am confident that your experience will improve. We still offer appointments 24/7, but during the booking system changeover, we have limited the ability to book a new appointment to 8am to 6.30pm. We'll have 24/7 booking switched on again very soon once the changeover is complete. We look forward to providing you with a great service.
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Review titled From worse to even worse
Rated 1 star out of 5
by Anonymous - Posted on 23 December 2024
Joined Babylon's GP at hand after issues getting to see my local GP in around 2018. For 5 years it was a good service, able to speak to someone normally within a couple of days, even during the pandemic. In 2023 however EMed took over and the service became terrible - weeks to wait to even to speak to someone - not great as I had an operation during 2024. Now EMed have realised there is no money to be made from NHS patients, so even that service is gone - now no app but a website that is at best difficult to navigate and can only be accessed 8am-6.30pm. I managed to speak to someone about some blood test results, and was sent a follow-up for another blood test. However was also supposed to have had a repeat prescription set up, but no notifications or anyway of checking if that has been. Somehow the horrible experience of using EMed looks to have become even worse
Visited December 2024
Review titled GP at hand
Replied on 23 December 2024
Thanks for your comments. In order to improve your experience, and in line with patient feedback, we've moved to a new system of booking appointments, as you will have read about in our emails and messages. This system ensures that you can book an urgent appointment when you need one, but still refusing the ability to book ahead for routine needs. You can also send us a message for us to review without even needing an appointment. Repeat prescriptions and other functions such as viewing your medical record are all enabled in the NHS app. Whilst we complete this changeover, we are limiting the booking system to 8am - 6.30pm for a few weeks. Appointments are still available 24/7 with our range of clinicians, and we will have the booking system up 24/7 again early in the new year. We are confident this is already providing much better access to appointments for all our patients, and will continue to improve over time as we add new services. Thanks for your patience whilst we complete the changeover.
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Review titled Absolute shambles
Rated 1 star out of 5
by Anonymous - Posted on 02 December 2024
New booking system, was given no choice of appointment time, just informed less than an hour before of an appointment. The practitioner then didn't show up for the appointment, and no way to reschedule or contact them. Tried to cancel the appointment to give this feedback and was told I can't cancel an appointment in the past when the practitioner joined the appointment. Will now have to go through the new triage booking system again and hope for another appointment? Absolutely terrible service.
Visited December 2024
Review titled GP at hand
Replied on 03 December 2024
I'm sorry to hear that there were problems with your appointment going ahead. I would very much like to look into this. Would you be kind enough to email your details to feedback.gpathand@nhs.net so that I can do this please? Thank you.
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Review titled GP at Hand's Decline
Rated 1 star out of 5
by Yasmin Nessa - Posted on 02 December 2024
I've been with GP at Hand since 2019, back when it was known as Babylon GP, and initially, the service was excellent. The app made managing healthcare convenient and straightforward. Booking appointments was easy—you could select the health professional you wanted to see, whether it was a GP or another specialist. Repeat prescriptions and contacting support were seamless, all done within a few taps on the app. Unfortunately, things have changed for the worse. The app is now riddled with glitches and is slow. It frequently signs me out, forcing me to set it up from scratch every time I open it. This constant resetting is frustrating, especially when you need quick access to healthcare services. Getting an appointment has become a nightmare. Previously, you could book quickly, but now you often wait 2-3 weeks just for a telephone appointment. The new system is cumbersome and inefficient. For example, I needed to book a simple medication review, but there was no clear option for it. Instead, I had to go through a series of irrelevant questions, which felt unnecessarily time-consuming. Another major issue is the appointment booking process. You no longer get to choose the professional you see or understand their qualifications. The app lists 11 names but doesn’t indicate whether they are GPs or Advanced Nurse Practitioners, which is crucial information when booking. Previously, I could choose a GP I had seen before, fostering continuity of care—now, that option is gone. The helpline service has also deteriorated. It used to be easy to reach the admin team directly for questions or queries. Now, there isn’t even an option to speak to an admin representative. When I called, I had to wait hours for a callback—once, it took 7 hours! They’ve been promising a switch to this new appointment booking system for weeks, but it’s clear they didn’t prepare properly. When I spoke to an admin member today, it was obvious they hadn’t received effective training, and the team is still "working on things." You had plenty of time to sort this out—how could you make the system worse? I even gave feedback to improve the new system, but the experience remains frustratingly inefficient and far inferior to the old one. As a patient who frequently needs to see the GP, this new system has made accessing essential care far more difficult. These ongoing issues are unacceptable, and I’m seriously considering leaving this GP for an alternative that offers better reliability and functionality.
Visited December 2024
Review titled GP at hand
Replied on 02 December 2024
Thank you for your review. As a result of patient feedback, we are moving away from the bespoke eMed App and are in the process of moving our service to the NHS App. The first stage of this process went live this morning, with appointment booking moving to our new Smart Triage service. The rest of our services will be moving in the next 2-3 weeks. We hope this will improve your experience.
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Review titled Much better 😀
Rated 4 stars out of 5
by Gill Oliver - Posted on 02 December 2024
I’m really happy with the new booking system having previously been disappointed. Felt I was listened to and at last making progress on solving issues that have been going on for months.
Visited December 2024
Review titled GP at hand
Replied on 02 December 2024
Thank you for your comments. We are glad to hear that our new booking system was much better for you. We are continuing to improve the service over the coming weeks, so your feedback is very helpful.
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Review titled Great service
Rated 5 stars out of 5
by Anonymous - Posted on 18 December 2024
I attended a routine smear test and was made to feel very comfortable. I was really put at ease and had everything explained to me. The appointment was also very quick. 10/10
Visited December 2024
Review titled GP at hand
Replied on 23 December 2024
Thank you for taking the time to let us know of your positive experience. I will make sure this is passed on to the clinic team.
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Review titled Cannot speak to support or make any appointments with the GP
Rated 5 stars out of 5
by Anonymous - Posted on 08 December 2024
Had a video appointment at 10:40 this morning. The pharmacist doesn’t understand why I was not able to book with a doctor as she is not able to give me any advice. I told her that the minute I select skin problem I was automatically put to the pharmacist appointment slot. Anyway, she sent me a link to book with the doctor. Unfortunately, the link expires today, 6/12/24 but there is no appointments for the next three months. Most of the time the earliest I could make a digital appointment is 3-4 weeks. I could hardly have a face-to-face and am extremely unhappy about surgery.
Visited December 2024
Review titled GP at hand
Replied on 09 December 2024
Thanks for your comments, and I am sorry to hear of your experience. As you will have seen from our emails, over the past week we have been in the process of switching our appointment and consultation system, which I hope will improve your experience in the future. All appointments are now booked via our website. As your review is anonymous, I can't reach out to resolve this for you, but you should be able to book an appointment with the clinician of your choice via our new Smart Triage tool. Please call us if you need any assistance.
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Review titled Great knowledge
Rated 5 stars out of 5
by Tash - Posted on 29 November 2024
Very informative and friendly experience and I would recommend to all my friends and family. I felt confident on what the next steps are.
Visited November 2024
Review titled GP at hand
Replied on 02 December 2024
Thank you. It is great to hear that you had such a positive experience with GP at Hand and I hope that this continues.