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 Absolute worst GP practice I have ever experienced
Rated 1 star out of 5
by Anonymous - Posted on 14 August 2024
I have been getting a standard prescription for over 7 years and never had any issues despite having had 5 different GPS during that time. GP at Hand has been absolutely atrocious. It's impossible to get hold of an actual dr, appointments keep getting cancelled and I have been offered replacement appointments at 2 or 4 am in the middle of the night. That is if I even get an appointment. On top of that I have been waiting for over 3 months to get my repeat prescription set up. When I get to speak with somebody at all I invariably get contradictory information. I cannot recommend this service at all and I deeply regret ever signing up to it. It has been the single worst experience I have ever had as a patient in any NHS service. The last 3 months have been a complete waste of time for myself, for my previous GP I had to call to get my own medical documents, for the secondary services I had to call, because GP at hand did not bother to request any information. And it has been a huge waste of time for the 6 different nurses and GPS I spoke to that keep passing me around, for an issue that at any other GP is a single appointment, involving reading my medical history. I just had a GP cancel on me after a 3 week wait due to technical difficulties. They did not bother to rebook an appointment, and I got a message in the app saying that if I still need an appointment I can book a new one myself, which will be another 3 weeks of waiting. Honestly the service is utterly broken and I would strongly urge people to stay as far away from it as possible.
Visited August 2024
Review titled GP at hand
Replied on 14 August 2024
Dear Patient, Thank you for taking the time to share your feedback with us. We genuinely appreciate hearing from our patients, and we take all concerns seriously. We are sorry to hear that your experience did not meet your expectations. To better understand and address the issues you've mentioned, please contact us at feedback.gpathand@nhs.net. Governance Team
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Review titled Appalling
Rated 1 star out of 5
by Anonymous - Posted on 02 August 2024
I have been with Babylon for 5 years and I have never received such terrible treatment as I have since its takeover by Emed. I am trying to book a smear test and can't book an appointment within the next month, can't get through to anyone on the phone (waiting times are the worst I have ever experienced, even for a call back) or via the online chat. I am left unsure what to do and how to book my smear. I would not recommend this service to anyone, ever.
Visited August 2024
GP at hand has not yet replied.
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Review titled Completely ruined since eMed takeover
Rated 1 star out of 5
by Anonymous - Posted on 06 August 2024
I am sat waiting for a GP to log onto the app 40 minutes after the appointment time, and presume it's going to be cancelled. The GP at Hand service used to be excellent. Some people don't like virtual appointments but I actually think they're great. I've been given huge amounts of help with a recent diagnosis, and I've had excellent hospital treatment. But ever since the eMed takeover the service is now unusable. Appointments used to be within 7 days, now you are lucky if they are within 21 days. How on earth has this gone so wrong?! Really sad because I thought this might be a great new way of delivering NHS GP care.
Visited August 2024
GP at hand has not yet replied.
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Review titled Finally left. Just awful. Real shame
Rated 1 star out of 5
by Anonymous - Posted on 08 July 2024
Babylon used to be pretty good. But always had an issue with connections with the NHS. My endocrinologist advised me to leave because the communication was terrible. Now it’s emed it’s even worse. They just lose results. Don’t hear from anything, what happened. What stage your at. Prescriptions ? good luck. They sent them to the wrong pharmacies. You just have no idea what’s going on. Minimum a week to speak to someone (who isn’t a gp) admin, prescriber,mental health, but no gp anymore. They have been removed. I had an assessment. Contacted who I was meant to. Twice now. They haven’t heard of me. And I each time I have to book an appointment to talk to emed which is 7 days plus. Getting pretty dangerous. If a prescription is a mess, and you have just started. You can’t get emergency meds because the NHS probably don’t know you are on a prescription. All the people I have interacted with are great which is a shame. It’s honestly worth avoiding now. Especially when people who work in the NHS are telling you to do so.
Visited July 2024
Review titled GP at hand
Replied on 24 July 2024
Dear Patient, We are sorry to hear about your experience. Please contact us at feedback.gpathand@nhs.net with your details so we can investigate this further for you. Thank you for bringing this to our attention. GP at Hand
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Review titled Lost multiple tests & long wait times
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2024
I've had multiple tests managed by GP at Hand lost, blood tests, spit tests and poo tests. I've literally done a 2 hour round trip carrying a vial of poo in my bag, and it was for nothing. Had a gastroscopy that I got the results printed immediately at the hospital and told the GP would discuss results with me, but 4 weeks later when I booked an appointment (4 week wait time!!!!!!), I was told even though I was given results immediately on paper, it wasn't on the system so the GP couldn't look at them!!!!!! Shambolic.
Visited July 2024
GP at hand has not yet replied.
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Review titled Used to be good
Rated 2 stars out of 5
by Anonymous - Posted on 25 July 2024
My current experience is the same as other people posted about this service. 2 years ago it was quite decent but now, it is barely usable. After the virtual appointment I got recommendation to have urgent F2F appointment with GP. Today is 25 Jul and closest F2F appointment date is 12 Aug.
Visited July 2024
GP at hand has not yet replied.
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Review titled Serious decline in service since EMed took over
Rated 3 stars out of 5
by Anonymous - Posted on 24 July 2024
I signed up with GP at Hand in around 2017 as I was unable to get an appointment with my local GP for several weeks. Fortunatley I didn't have to use the service too much until 2021 when I had a couple of minor health issues. These were dealt with very quickly and I was able to get an appointment within a day or so at most. I had no reason to be anything but extremely happy with the service Then EMed took over and, despite countless emails and messages saying the service would not be affected, almost immediately getting an appointment quickly became impossible. Now it is at least a week to even get an appointment with a prescribing pharmacist. As examples 1- at the end of Feb 24 I picked up a chest infection and after a few days started to cough up blood. I tried to get an appointment with GP at Hand, but was unable to get one for over a week. I called 111 who said it was important I should get an appointment that day and they contacted GP at Hand. A few hours later I received a text from GP at Home saying I needed to make an appointment on the app - the next appointment was over a week away. I ended up having to search for the contact number to call (the wrong one was provided at first - it was still the Babylon number). When I did get through to someone they were not very helpful, but eventually managed to get a face to face appt 2 days later (the Dr I saw was excellent) - who ended up sending me for various checks via the NHS (all came through the following week. 2 - In May I found out that I would require a thyroidectomy, which I had on July 1st. Subsequently I required a repeat prescription for medication to replicate my thyroid function. It took five days to get an appointment with a pharmacist to get the repeat prescription. I also required a sick note for work which the first person I spoke to couldn't help with and said a GP would need to supply this. The next appointment is 3 weeks away for this. When I have tried to find out why the service has become so bad I have just been told that the NHS is stretched - this seems to have co-incided with EMed taking over, which seems to be very bad luck (and I am pretty sure during Covid the NHS was very stretched but there were no such issues with getting appointments then).
Visited July 2024
Review titled GP at hand
Replied on 24 July 2024
Dear Patient We are sorry to hear of your experience with. We endeavour to accommodate our patients' needs by offering appointments within a maximum of two weeks for non-urgent cases. Additionally, we maintain good availability for urgent, same-day appointments, and we regularly release additional appointment slots through our mobile app. We understand your concern regarding recent challenges in securing appointments promptly. It's important to note that all NHS practices encounter similar difficulties. Despite this, as both a digital and face-to-face healthcare provider, we continue to prioritise timely access to care for our patients. However, during periods of heightened demand, wait times may occasionally exceed 10 days. During the COVID-19 pandemic, the demand on NHS primary care services was relatively lower due to lockdowns and restrictions. However, as we have emerged from the pandemic, we have seen a significant increase in demand as people are now seeking care and addressing health concerns that may have been postponed. Please be assured that we remain fully committed to addressing urgent medical needs promptly. Should you require immediate attention, we encourage you to reach out to us via live chat or phone line. GP at Hand
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Review titled Horrendous practice with even more terrible customer service
Rated 1 star out of 5
by Anonymous - Posted on 31 July 2024
They used to be good a few years ago , but recently emed has gotten terrible. The wait times for appointments are at least 2 weeks out, there is rarely any availability for blood tests, and customer service is a nightmare. I had to have a blood test done on a specific date of my menstrual cycle but they never had any appointments available. I wasted several weeks with customer service asking me to just wait and keep checking. Finally I asked them for a blood test request form so I could book at other NHS centres and of course they keep delaying that as well. I still have not received the blood test request form from them, and they didn't even give me that as an option until I insisted on it. I will definitely be changing GPs and not recommending them to anyone.
Visited July 2024
GP at hand has not yet replied.
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Review titled Horrendous practice
Rated 1 star out of 5
by Ravi - Posted on 08 June 2024
I joined GP at Hand on its app inception and it was absolutely fantastic. However, It’s nosedived into the worst experience one could have. Impossible to get appointments, terrible customer service, errors in patient records. The list goes on. Time to move!
Visited June 2024
GP at hand has not yet replied.
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Review titled impossible to book appointments
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2024
used to be super easy to book an appointment, now you wait weeks. referred for bloods - next available appointment is just under 2 months away.
Visited June 2024
GP at hand has not yet replied.