GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Friendly and supportive
Rated 5 stars out of 5
by David Clark - Posted on 18 November 2024
Really supportive and helpful approach. Put me at ease and offered practical advise. Thank you
Visited November 2024
Review titled GP at hand
Replied on 27 November 2024
Thank you for taking the time to let us know of the positive experience you have had. It is great to hear!
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Review titled Dangerous - avoid at all costs
Rated 1 star out of 5
by Simon Fox - Posted on 10 November 2024
Appalling. Could not book a simple GP appointment less than 3 weeks in advance. On the day the appointment is cancelled 25 minutes late with no notice or notification. As a result I am left without medication and in danger.
Visited November 2024
Review titled GP at hand
Replied on 11 November 2024
Thanks for your review and I'm sorry that we had to cancel your appointment. Unfortunately the pharmacist you were booked with was unwell. When this happens, we try very hard to find an alternative clinician, but sometimes this is impossible, particularly late on a Sunday evening. I do apologise. I am glad to see that you rebooked an appointment a few hours later and I trust that the issue is now resolved.
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Review titled Diabetic Nursing Service
Rated 5 stars out of 5
by S Lynch - Posted on 18 November 2024
Great diabetes support. I found the Advanced Nurse Practitioner to be friendly but professional. She was able to offer my options for my continuing treatment and support in making lifestyle changes. I felt they were not only interested in helping me, but invested in my health as well. I was given practical advice for making some big changes and felt optimistic I would be able to make those changes with their support. Without exaggerating, this consultatipn is one of the best interactions I've had with the NHS in my lifetime.
Visited November 2024
Review titled GP at hand
Replied on 27 November 2024
Thank you for taking the time to let us know of the positive experience you have had with our diabetic nursing team. It is great to hear!
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Review titled No GP appointments available
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2024
I have tried to book a GP appointment today and there were no availabilities up until the end of January 2025 (that is the furthest the app allowed to show). There is also no possibility to reach them on the phone with regards to appointment booking. Apparently GP at hand is no longer a functional NHS providers, so I switched to a new GP today.
Visited November 2024
Review titled GP at hand
Replied on 06 November 2024
Thank you for your review. I am sorry that all our on the day GP availability had been booked by the time you looked today. We open a large number of appointments every day, so please do check again. Out of hours, you still only see our routine availability. Please do give us a call if you need any assistance. We are currently in the process of rolling out a new appointment booking system that should improve this process and your experience in the coming weeks.
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Review titled eMed continues to lead.
Rated 5 stars out of 5
by Anonymous - Posted on 12 November 2024
I went for a flu jab today. I arrived 5 mins early, I checked in and they called me right away. When I arrived, the practitioner noticed something on my eye and asked if she could check it as well. She discovered an infection and gave me some antibiotics to take alongside the flu jab. I had no idea my eye had a mild infection if I wasn’t for the practitioner. I’m so grateful she took 2 extra seconds to check on me. I’m so very grateful.
Visited November 2024
Review titled GP at hand
Replied on 14 November 2024
Thanks for taking the time to leave your comments. It is great to hear you had a good experience at your recent appointment and we were able to help you out.
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Review titled Great service
Rated 4 stars out of 5
by Jermaine - Posted on 20 November 2024
Very happy with the service I received today on my call, without all the hard work and talented individuals I've met over the years my pre diabetes would not have been caught. My practicioner was well informed, personable and gave me some fantastic feedback on how to best move forward. Excellent work NHS.
Visited November 2024
Review titled GP at hand
Replied on 27 November 2024
Thank you for your comments - it is very pleasing to hear of your great experience with our nursing team.
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Review titled Used to be good, now shambolic
Rated 1 star out of 5
by Anonymous - Posted on 13 October 2024
I was among the early sign-ups to babylon and had both private and GP at hand accounts. As many others have said, you could previously get appointments in hours, talk to the same clinicians if you wanted, and use a decent app to manage your care. It was pretty solid digital healthcare. Over the last 2 years this has been overtaken by other companies who are doing it far better - my husband, and both of my parents have separate local GPs. Both use systm online and can access their full medical history through Airmid (a pretty decent app). Meanwhile, I can’t even view my referrals in one place. The centre in Victoria - if you do have to go for an in-person appointment - is ok, but more like an underfunded walk-in centre than the best in healthcare. The “support” desk is a help desk system, and you will get lost in it. I had to escalate a complaint through to the commissioning authority to get a response. I’m moving back to my local GP - at least that way I’ll actually have my medical records and a simple repeat prescription system that works. Good idea, terrible execution, and now lagging far behind the promise it once had and its competition.
Visited October 2024
Review titled GP at hand
Replied on 14 October 2024
Thank you for your feedback. We are hard at work at the moment to move our service across to the NHS App, and hoping to complete this by the end of the year. You can already use the NHS App to view your medical records and request your repeat prescriptions, and we will soon have all of our services available there too.
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Review titled Avoid at all costs
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2024
Whilst the staff here are lovely, since it got taken over by an American company, its services have declined unimaginably. Expect to wait a minimum of 2 weeks for call with a doctor, an hour on the phone waiting to get through to support and being passed without notes between internal services. Go for a traditional service if you want remotely decent care!
Visited October 2024
Review titled GP at hand
Replied on 14 November 2024
Thanks for your comments. We will soon be launching a new booking system which will make a clearer distinction between routine and urgent appointment need, and hopefully improve your experience. Our telephone wait times are usually very short, so I am sorry to hear you had to wait longer than this at a busy time. Our new system will enable you to send messages to the practice to avoid the need to call in many instances, so I hope this will help in future.
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Review titled Good doctors held back by a bureaucratic internal system
Rated 3 stars out of 5
by Anonymous - Posted on 13 November 2024
I’ve been with GPaH for seven years and I’ve seen it through all its iterations. First the positives - the doctors you see on it are fantastic and they really listen. They also have great nurses and pharmacists working for them. You can also book a phone consultation with a physio, which is great if you’re into fitness. Then in terms of referrals - I’ve found them to be good at managing those. If you’re a renter it’s great by virtue of them having clinics around London. I’ve moved house several times and have not had to change GP. However, since the eMed takeover I think the service has taken a noticeable dip on the administration and availability of appointments. I was told by a member of staff that there were redundancies made. There is now an app chat system which in theory allows you to speak to someone and get an on the day appointment. In reality, I’ve had mixed experiences - some positive and others where I’ve waited in an online queue for three hours only for the request to then get auto-rejected because I’d been in the queue so long. The practice has always had a convention where you need to have a digital appointment first because you can have a face to face one, which I think wastes resources because some things clearly just need a face to face from the off. Lastly - for such a huge practice the patients are not meaningfully at the centre. The patient participation group meets about twice a year, and the meeting I attended only had about five patients, and the invitation was given only a day before - which is the norm for GPaH in my experience over the last year. We were promised things would change last year and they have not. When you consider the practice has 100k patients, this is astonishingly low numbers.
Visited October 2024
Review titled GP at hand
Replied on 14 November 2024
Thank you very much for your comments. It is good to hear that you have had a good experience with our clinicians. We have a few things underway which should help to improve your experience in other areas. We are mid-way through a large patient engagement exercise at the moment, and based on the feedback are about to launch a new appointment booking system that will enable you to send messages and receive support for administrative matters in a much easier way. We will also be running some focus groups in the coming weeks as we make this change, so your support in those would be very welcome.
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Review titled Lovely appointment!
Rated 5 stars out of 5
by Chloe Kelly - Posted on 14 October 2024
I have been to Canary Wharf E-Med a few times now and the lady I see who is in charge of doing blood tests is so attentive, kind and bubbly. Even when she’s 10 hours into a 12 hour shift. Just wanted to give her some praise as she definitely deserves it. She is great at her job :)
Visited October 2024
Review titled GP at hand
Replied on 14 November 2024
Thanks for taking the time to leave your comments. It is great to hear you have had such a great experience. I will ensure your feedback is passed on!