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 Awful experience
Rated 1 star out of 5
by Ariel - Posted on 27 October 2024
I had sent twice letter from the hospital for urgent contact, no one ever reached out, had to chase. Today had a review of medication, was not given extra medication and was advised to book appointment for next week and next week is no available appointments, which leaves me without medication and solution.
Visited October 2024
Review titled GP at hand
Replied on 28 October 2024
Thank you for your review. We open a large number of on-the-day appointments for booking every weekday. I am sorry that there were no urgent appointments to book over the weekend, but if you check back during our opening hours, you should see more availability. We are working on a new way to access appointments at the moment which should help to resolve this issue. We hope to have this completed by the end of the year.
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Review titled Do not register with them
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2024
Like many others I used to get a great service from gp at Hand, but since the takeover by eMed it has been almost useless. I booked travel vaccinations, travelled an hour to their clinic, only to be told 2 out of 3 were out of stock. And they would not have any stock for the next week. I need to speak to a gp about a new medication (recommended by them), and cannot book an appointment until 27th November, a months wait to speak to a gp! Also, their new checkin system is beyond ridiculous. The most user un-friendly system I have used yet. It requires your full name, address dob (which they make painful to enter), the date (again painful), the time of your appointment and the name of the clinician. Every other doctors surgery I’ve used with a checking system makes it simple and needs only the minimum info to check-in. This used to be a great service that made accessing healthcare simple and easy. My local gps all have ratings that aren’t great, but now much better than this one.
Visited October 2024
Review titled GP at hand
Replied on 29 October 2024
Thank you for your review. I am very sorry that we didn't have the vaccines in stock for you. This was due to a last minute cancellation of a delivery from our supplier. We are working with them to try and avoid this happening in future. I'm also sorry to hear that you haven't found our new check in system helpful. This has helped to reduce queues at our reception desk at peak times and has generally been well received. We will share your feedback with our supplier to help improve the experience. Thanks for taking the time to let us know.
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Review titled Good clinicians, but understaffed and crazy checkin system
Rated 4 stars out of 5
by Andy - Posted on 13 October 2024
The experience I had (and have always had) at eMed Canary Wharf has been excellent. However ,over the last couple of years - since the takeover by eMed - the ability to book timely appointments has rapidly declined. When I first started with Babylon I coud book an appointment either on the day or in the next couple of days, now there is nothing for 3 or 4 weeks. This is really disappointing and I assume a result of cost cutting or failure to keep up with demand. Also at Canary Wharf there is a new computerised checkin system at reception. This is quite frankly terrible. 1/ it asks for date of birth but you cannot enter a date earlier than 1974! 2/ it requests too much information - for example clinician name, and date and time of appointment. Other such systems I have seen just request name and DOB and that is enough to find the appointment. I didn't recall the clinician I was seeing so the lady at reception had to look it up, then I had to enter on the checkin system. This is a great waste of time. Not only that but somehow I managed to get confirmed with the wrong clinician so was 'forgotten' and left sitting in reception for 15 minutes longer than needed. while I was waiting I overheard a number of other people who also had to ask reception who they had the appointment with. I'm not sure who designed this system but it's clearly not fit for purpose.
Visited October 2024
Review titled GP at hand
Replied on 14 October 2024
Thank you for your feedback. I am sorry to hear your experience with our new check-in system was less than ideal. We introduced this recently in response to patient feedback, to improve the time waiting at Reception to check-in when you arrive. We are looking to improve this further in the coming months, and your feedback will be very helpful as we do this.
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Review titled Not sufficient services
by Anonymous - Posted on 25 October 2024
I called the eMed referral support team multiple times today. At 12:36pm and 14:02pm with the option to call back. I have been waiting for over 2 hours and no one has called me back. So I called again at 15:10pm and waited on the line until someone cancelled me at 17:09pm. I called again and waited for a long time. No one picked up and no one called me until the end of the day. The team were definitely not busy as I was in queue from the first call at 12:36 and you won't lose your order by calling again. Additionally, I waited on the line for so long that there must have been over 1000 calls in the queue with only one person on the line. The line says to go to the help center website and look for FAQs. I don't have a common question. The referral was written on 8th October and the hospital responded to it and the eMed referral support team told me yesterday that the referral had no reference number and that they had not heard from the hospital. So I called the NHS referral system phone line and they said they had answered me. So I contacted the eMed Referral Support team today who are not responding. I have ongoing health issues. Therefore this refferal was requested and has been not fixed. The service is not sufficient for patients. When you call the support team there is no answer, when you send a message through their website or via email, also no answer and when I tried to chat through their app before, also no answer. Also, when booking an appointment, I can't choose the first available doctor or someone I've seen before since eMed app. And when booking an emergency, no doctors, but nurses or parametricians? I suffer from a complex medical condition that can't be properly helped without a doctor who knows me and then it just leads to more bookings to other doctors or complaints. I'm not a patient who book an appointment for the flu or something I can fix easy. In addition, the NHS record is missing many hospital records sent by outpatient hospital doctors, which should be uploaded to the system by eMed admins but it's not. So when I wanted to book an appointment I have to send the hospital letter to the eMed support team to upload it into the system for the gp to keep track of my health (some of them are 3 months old).
Visited October 2024
Review titled GP at hand
Replied on 28 October 2024
Thank you for your review. I am sorry that our support team were very busy when you called. Our lines are open from 8am to 6.30pm Monday to Friday. You can also use the app to chat with a member of our team if you prefer. We are at work at the moment transitioning our services across to the NHS App, which should resolve the issue you are having with visibility of your records. We hope to have this completed by the end of the year.
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Review titled Horrible
Rated 1 star out of 5
by Eugenio Ceriello - Posted on 04 October 2024
A week or more of waiting for an appointment, that then gets cancelled 1 hour before the appointment itself and rescheduled in another week time, totalling more than 2 weeks to see a doctor. The app clearly states that for urgent appointments the customer can chat with an advisor. The advisor in chat just tell them to call 111. They're completely useless.
Visited October 2024
Review titled GP at hand
Replied on 14 October 2024
Thank you for your review, and I am sorry to hear that your appointment had to be rescheduled. This is unavoidable at times due to clinician sickness, although we do try very hard to avoid having to reschedule. We are hard at work at the moment implementing a new appointment booking system, aiming to launch before the end of the year which should improve your experience further.
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Review titled Under Resourced
Rated 2 stars out of 5
by Gareth Jones - Posted on 31 October 2024
Before being taken over as E Med the practise had all the benefits of using technology, virtual appointments and multiple surgeries supporting appointments. It was easy to get appointments quickly, often same or next day and great practitioners. While the staff are still good, it has wait times, often of more than 2 weeks and the process to speak to an advisor on the app to get an urgent appointment is poorly resourced and the wait times displayed are inaccurate. I have waited close to an hour and you have to keep checking your display to see if they engaged on your call. Overall, you are probably better off with a in-person surgery as e-Med have not put in the resources to make the virtual services more attractive, efficient and quicker. I am only still with the service because GPatHand managed to deliver all the benefits of technology based service pulling on a wide range of practitioners around the UK. E med is not doing the same and I would not recommend them over a traditional service, particularly if you need an urgent appointment.
Visited October 2024
Review titled GP at hand
Replied on 03 November 2024
Thank you for your review, and I'm sorry to hear of your experience. We continue to offer many thousands of routine and urgent appointments a week, with a wide range of GPs and other clinicians. We are in the process of introducing a new appointment booking system that will hopefully make it even easier to book. We hope to have this in place by the end of the year.
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Review titled Fast and efficient
Rated 5 stars out of 5
by Shona Barker - Posted on 19 October 2024
My vaccination was dealt with so quickly and smoothly that I wouldn’t have believed I’d had one if I hadn’t experienced the normal side effects the following day! As usual, the clinicians at GP at Hand were friendly, knowledgable and treated me with respect.
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 had a good experience at your recent appointment.
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Review titled Not able to book a doctor
Rated 3 stars out of 5
by Anonymous - Posted on 13 October 2024
Was unable to book a Socorro through the link provided or book a doctor through the app. I cannot get a repeat prescription until I get a review and I require medication for my COPD
Visited October 2024
Review titled GP at hand
Replied on 14 October 2024
Thanks for your review. Our Pharmacy team will be very happy to help you with a repeat prescription for your medication, please book with one of our Clinical Pharmacists directly through the App.
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Review titled Avoid at all costs
by Anonymous - Posted on 22 October 2024
GP at Hand used to be incredible but the service has declined to the extent I now consider their GP service dangerous to health. Waking up suffering from an onset of serious vertigo and dizziness, I sought an emergency appointment. It’s impossible to book an emergency appointment with them. Consulting NHS 111 (which GP at Hand advise you to call) said I must speak to a doctor. They booked me in for a call from GP at Hand at 10.45am. GP at Hand did not call, instead sending me an app notification at 2.15pm to book a face-to-face appointment: next available 15th November. This service can simply not handle urgent care. If all you need is occasional repeat prescriptions then they’re fine. But pray you never need anything suddenly as they will drop you and leave you in the hands of alternative services. Simply not acceptable. I have now applied to leave the practice and return to a local ‘brick & mortar’ GP.
Visited October 2024
Review titled GP at hand
Replied on 28 October 2024
Thank you for your review, and I am sorry to hear of your experience. We have a large number of on-the-day appointments available every day. On occasion, however, in common with all NHS GP services, high levels of demand can sometimes exceed our supply. In these circumstances we will always recommend the best course of action for your problem. We are working on a new appointment system that should make this process much easier and clearer in the coming months.
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Review titled Flu vaccine
Rated 5 stars out of 5
by Anonymous - Posted on 28 November 2024
Very straightforward, effective and efficient. No waiting time! In and out! Nursers were polite and provided me with all the information I needed!
Visited October 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 your flu vaccination appointment.