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 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 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
GP at hand has not yet replied.
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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 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 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 Poor quality, cancelled or delayed appointments
Rated 1 star out of 5
by Igor - Posted on 08 October 2024
It used to be great, but it’s been going downhill for the past few years. There are times you have to wait 3-4 weeks for an appointment and more often than not on the day the appointment gets cancelled or delayed. My today’s appointment was delayed more than 50 minutes. Also, they do not have any baseline standard, you always deal with a different person who tells you a different thing - never resolving your issue. There were issues I was trying to resolve for more than a year and still cannot get referral.
Visited October 2024
Review titled GP at hand
Replied on 14 October 2024
Thanks for your review. We try as hard as we can to run to time, but sometimes appointments can be delayed if the clinician is dealing with an earlier patient. I am sorry if you appointment was later than booked. When booking an appointment, you can choose to see the first available clinician, or someone you have seen before.
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Review titled Don’t care
Rated 2 stars out of 5
by Jakub - Posted on 19 September 2024
GP called randomly before the arranged time, made a couple mistakes that I had to correct and just generally seemed she wanted to had the call over with.
Visited September 2024
GP at hand has not yet replied.
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Review titled Babylon was great but EMed has destroyed this service
by Anonymous - Posted on 04 October 2024
This practice has gone downhill since it was taken over and the service needs investigating by the care commission. I don’t have one complaint about any of the actual clinicians be they a nurse or a doctor and once you manage to get an appointment they are great. The big issue since eMed took over is that getting an appointment can take weeks with frequent and often recurring cancellations meaning you can wait for a significant period to actually get your appointment. Having had an ongoing health issue for 8 months I can honestly say I am still living with it because of the neglectful service E-Med is providing. Waiting days/weeks with endless cancellations isn’t good enough. Having had another flare up the week before last I tried to make an appointment and there was nothing until 11th October which is beyond ridiculous. I then had to resort to making a private appointment with E-med and amazingly I was able to get that within 24 hours. Perhaps that’s the plan and they know that by restricting appointments to NHS patients they generate income as it forces those that are desperate to pay. A 2 tier service is an understatement!! I’m now going to look for a regular GP as this practice isn’t fit for purpose anymore and needs fully investigating. I’m intending to send a full complaint to the NHS and the care commission with a consultants report that demonstrates the neglectful way this company is running. It was good under Babylon but I would avoid at all costs.
Visited September 2024
Review titled GP at hand
Replied on 14 October 2024
Thank you for your comments, and I am sorry to hear of your experience. Routine appointments are bookable on the App 24/7. We also add a large number of appointments on a daily basis for those who need urgent appointments. We are hard at work at the moment implementing a new service that will make the process of booking urgent appointments even easier, planning to launch this by the end of the year.
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Review titled Can't speak to anyone, very poor service.
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2024
I have used GP at hand for several years, it used to be good but now the service seems to be at the point of collapse and totally unfit for purpose. In the past you could call and speak to someone if you needed to. I have just been on hold for 33 minutes, with no indication of the length of the queue. At 6.30pm when the website says the line is closed, the recorded messages doesn't change to let you know that the line isn't even open anymore, but just asks you to remain on hold. All I need is GP at hand to provide a summary of my record to a specialist. But there is no useful information anywhere on the website to get this information. I have also spent over 20 minutes waiting for the online chat. This simple task has now taken over an hour and I am yet to be able to speak to anyone or had any resolution to a simple query.
Visited September 2024
GP at hand has not yet replied.
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Review titled Deteriorated since change to eMed
Rated 2 stars out of 5
by LRC - Posted on 28 August 2024
I don't have complex medical needs and I am relatively tech savvy. I use the emed app and I have also used the website. I check in and turn up for all my appointments, but this year there has been a decline in the service offered. I've had several appointments cancelled at short notice by E Med with no reason given and just the opportunity to rebook. When you do get the appointment and you speak to a GP - its all OK, they're qualified, they know what they are doing. But the mechanics of the emed system are poor. For example today I wanted to change an in-person appointment. This should be very straightforward. On the app there is a 'change the date of the appointment' button. You click the button, you choose an alternative time, all great. But the app's got a glitch on it and won't allow you to select any single alternative time -it just says that appointment is no longer available. I can see that allegedly there should be dozens of available slots but every single one you can't book. So you can only cancel the appointment and then of course in order to get the booking link again sent to me in order to re book I'd have to have a long conversation with someone on the phone. When I have called up - because their app doesn't work properly or when they've made a mistake or when they've cancelled on me - I'm often talking to someone who's clearly working from home, looking after children, easily distracted, and reading from a script. None of these things are reassuring. Oh and the website works differently from the app so things you can do in the app you can't do on the website and vice versa. As I said at the beginning I don't have complex medical needs and it wouldn't be reassuring if I did.
Visited August 2024
GP at hand has not yet replied.