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 A worthy experiment, but ultimately flawed
Rated 1 star out of 5
by Anonymous - Posted on 05 October 2023
I was among the first to sign up, I could get an appointment in hours, now it takes 12 days. The last appointment had to be rebooked when the clinician didn't show, and a referal for an ultrasound never materialised. Every practitioners I've met have been great, but clearly the business model has failed (literally), and with it, any sense of patient care and the ability to deliver primary health provision. Any advantage there may have been over being registered with a local GP has long since gone. What we can more sure of is that private interests are likely to compromise your health for profit.
Visited October 2023
Review titled GP at hand
Replied on 06 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. In regards to no-show appointments and issues with your ultrasound, please can you email me via support@babylonhealth.com so I can assist you. Kind regards, Karol Quality Governance Manager
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Review titled Massive Deterioration
Rated 1 star out of 5
by Terence - Posted on 08 October 2023
I’m a Gp nurse myself in Tower Hamlets and am aware how strained all services are. I have been with this service for a number of years as often I know what is needed and the service was prompt- you got an apt within hours or days and the clinicians are courteous and professional. This has changed dramatically in the last year or so. The App triage is not fit for purpose as it takes you through a number of steps before you are then given a good 2 week wait to converse with a Anp or Gp- even if it’s something that could be done with a quick email or chat with a receptionist. I have had two experiences with a care navigator - which again - takes 5 days to get an apt with and they then sent me the wrong link! If you need a face to face- canary wharf basically never has slots so you need to travel to Victoria or euston. I have just had surgery and ended up doing my own wound care in the mirror as you are unable to help and getting through the App process is an ordeal in itself! I now need a phased return note for work and it’s guiding me to an apt - 11 days after I return. yesterday, I was advised that I would be put on a duty list by the chat facility and again- nothing. I have also had a number of cancellations when you are due an apt. This then means you start the -process all over again! I tried the number that keeps appearing on the replies here and it’s not working! This is such a sham- this was an excellent service when it began. Now it really needs an overhaul. There should be easier links to care navigators- within 24 hours and they need to be fully trained. This would cut down apts used for GPs and clinicians- much of the apts could Be handled by reviewing notes and emails. As I say I am a Gp nurse and I know the pressures we are under. This is not easy to write a poor review for a profession that I am part of, but what I see here is some that that could work far more efficiently if it had some organizational changes- which would reduce clinician times so that patients could get better access to the actual service they need.
Visited October 2023
Review titled GP at hand
Replied on 09 October 2023
Thank you for your valuable feedback, and I'm sorry to hear of your experiences with our service. Please contact us via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" so we can take a look into what happened. Kind regards, Karol Quality Governance manager
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Review titled Significant service degradation
Rated 1 star out of 5
by Anonymous - Posted on 08 October 2023
To echo other recent comments, up until perhaps a year ago it was typically possible to get a video appointment within a few days. Now at best, everything is very suspiciously exactly 12 days (or perhaps 10 working days) ahead. There is very little appeal to this service anymore, despite the clinical staff being excellent and the physical clinics convenient and efficient.
Visited October 2023
Review titled GP at hand
Replied on 09 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Kind regards, Karol Quality Governance Manager
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Review titled No longer any better than a "bricks and mortar" GP service
Rated 2 stars out of 5
by mthk - Posted on 23 January 2024
As many have already observed, this service used to be excellent; one could get an appointment within hours or at most days. Now, it takes weeks and there is the danger that the appointment booked will be unilaterally cancelled causing a restart of the wait time. The app used to allow one to chose a clinician eg nurse practitioner, now it simply assigns one based upon symptoms. If this service doesn't improve dramatically, I will re-register with a local GP and declare the experiment a failure. I already use my partner's private GP online service which remains excellent so I know it is possible to run an online GP service with the right management and resources. Let us hope that e-med, who acquired Babylon, are willing to put this in place but evidence so far is that they are not. On a more positive note, GP@hand were pro-active in calling me in for a 'flu innoculation which was done at the Canary Wharf clinic and very efficiently.
Visited October 2023
GP at hand has not yet replied.
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Review titled shame
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2023
Like other reviewers experience, this use to be a superb service but now its dire. Cant get appt for weeks, they dont turn up or the app books you the wrong person you need. Going back to my old surgery
Visited October 2023
Review titled GP at hand
Replied on 20 October 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. We value patient feedback and will share your review with our team. If you require an urgent appointment please contact our support team at +44(0)330 303 8000 who will be able to assist you. GP at Hand
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Review titled Do not trust Gp at Hand.
Rated 1 star out of 5
by Jim Read - Posted on 05 October 2023
I joined Gp at Hand because like many trans people, this was a last resort to get bridging hormones. I was prescribed bridging hormones by an amazing Gp however it is now near on impossible to book appointments meaning I have had to pay privately numerous times so I don't go into withdrawal from immediately stopping. I now can't get appointments for weeks, when I had Scarlet Fever, I couldn't get an appointment until 3 weeks away. Upon calling 111 and them giving me an urgent appointment, this was still 2 weeks ago. This meant I had to go to a walk-in centre while extremely unwell in order to access care. Gp at Hand claims to be a lgbt+ champion, however they start care, then don't follow through. It's left me scared that if I leave I won't be able to re-join in order to get the bare baseline level of trans healthcare I was able to access previously. It's causing me continuous stress and I wouldn't recommend ever starting to other trans people because there isn't follow-through care.
Visited October 2023
Review titled GP at hand
Replied on 06 October 2023
Thank you for your feedback and I'm sorry to hear of your experience. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Please contact me via support@babylonhealth.com so we can look into how we can support you further. Kind regards, Karol Quality Governance manager
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Review titled Standards have slipped dramatically
Rated 2 stars out of 5
by R. Hall - Posted on 15 September 2023
I joined Babylon's GP at Hand soon after it started, and was initially very impressed, persuading my friends to give up their local GP and join the service. In the last 12 months, standards have severely dropped. I just booked a follow up GP call and have to wait 10 days. Crazy. At least with my original GP, I could drop in and wait for an emergency appointment. Now I am stuck, with a poor service and no physical GP to visit. Such a shame to see a potentially revolutionary service go downhill.
Visited September 2023
Review titled GP at hand
Replied on 18 September 2023
We are sorry to hear of your experience with appointments. The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Kind regards, Karol Quality Governance Manager
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Review titled Poor and dangerous booking process
Rated 1 star out of 5
by Jason - Posted on 03 October 2023
I tried to book today after not needing to use the service for over a year. I’m shocked at how poor the booking service is, and the dangerous design of the booking process. I have been having symptoms that did not fit into any of the listed categories. I was asked to type these into an open text box, then given a booking step with no options for booking (at least none within the current month, I didn’t think it was worth looking further ahead). Changing the type of healthcare professional doesn’t change this. Now I could have a serious health issue but there’s no triage step or process to check this before providing no options for booking. I would expect: 1. The booking process to tell me when a slot is available - rather than making me click through every single day looking for a slot when none are available. 2. To have some kind of triage or feedback questions to triage and see if my issue is of concern - and get a sense of if it’s pressing or could wait weeks. If I had unknown symptoms of something potentially life threatening they’d happily not know. (This is advantageous for Babylon as it removes any clinical liability but I think it’s the wrong thing for overall patient safety). I’m going to be leaving Babylon for another GP. What happened to all the fancy technology - this is all basic stuff.
Visited September 2023
Review titled GP at hand
Replied on 06 October 2023
Thank you for your feedback and I'm sorry to hear of your experience. You can find further details regarding appointments and the booking process on our website https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Please also contact our support team so we can understand your specific issues with the booking process via support@babylonhealth.com. The support team can also assist in booking an appointment directly. Additionally, I will share your feedback about the app with our product teams. Kind regards, Karol Quality Governance Manager
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Review titled Going downhill
Rated 2 stars out of 5
by Anonymous - Posted on 28 August 2023
When I first registered the service was excellent, with plentiful appointments, esp with non GPs for less urgent problems. The waits seem longer now, with more missed appointments. All the clinicians I have spoken to - pharmacists, nurses and doctors - have been uniformly excellent. The app could be so much better. Just one example, if you need to visit one of GP at Hand's centres, for a blood test for example, the app forces you to choose a centre and then displays the available appointments - quite often there are none at all, ever - rather than allowing you to see the available appointments across all centres. I'll be baling soon, as the lack of appointments and the missed calls make it no better than a physical surgery, where at least you can call in if there's an issue.
Visited August 2023
Review titled GP at hand
Replied on 29 August 2023
Thank you for your feedback and I'm sorry to hear of your experience. In regards to appointments, the NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. We do continue to offer appointments within our contractual requirements. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. If you have experienced cancellations or no shows please contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews"and I can take a look into what happened. I will also share your feedback about the app with our teams. Kind regards, Karol Quality Governance manager
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Review titled Quality has nosedived
Rated 1 star out of 5
by Vidar Hokstad - Posted on 08 August 2023
I registered because of the promise of being seen by video quickly, and it worked great up until my last appointment about a year ago. However, now I can't book an appointment at all, as none is available. I wouldn't even particularly care if there was a bit of a wait, as long as I could book, but having to check back daily without knowing if you'll get an appointment makes it entirely pointless to use this service over my nearest local GP. What's worse is that their app *has the functionality* to let you book ahead, as it used to be there, so they've removed it on purpose, presumably to hide how long the waits now are.
Visited August 2023
Review titled GP at hand
Replied on 14 August 2023
We are sorry to hear of your experience with appointments.The NHS is currently facing high demands for primary care services across the UK. In addition, circumstances out of our control may also be contributing factors such as staff sickness and clinical emergencies. We do continue to offer appointments within our contractual requirements. All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. At peak times patients will have to wait slightly longer for appointments. We reserve urgent appointments, please contact our support team on +44(0)330 303 8000 if your medical condition requires urgent attention. You can find further details regarding appointments on our website https://support.gpathand.nhs.uk/hc/en-us/articles/4404771499921-Appointment-availability. Should you require assistance with any other queries please contact our support team at https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us We value all patient feedback and would like to thank you for your patience as we work to continuously improve our service. Kind regards, Karol Quality Governance manager