GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about GP at hand.
Reviews
-
Review titled From amazing to below average
Rated 2 stars out of 5
by Anonymous - Posted on 07 August 2023
Been registered to GP at hand for years. As other's said, used to be able to get appointments in just a few days. Now, it takes 2-3 weeks. You can wait 2 weeks, but they'll cancel the appointment on the day, and you then have to wait another 2-3 weeks! No 'priority appointment' feature in the app. They're replying to other reviews saying 'at peak times' it can take longer. It's always 2-3 weeks in the app. They'll also say appointments are regularly added on. I checked 10 times in 1 day, always 2-3 weeks. They're repyling to other comments saying they're "overstretched", but I can see on the same Babylon app logged in as private healthcare there are appointments same day. However, if you call them *sometimes* they'll have extra slots (not always) and expect to be on hold for 20 mins. I've also always faced issues around prescriptions, where they just don't appear in the app - I always have to email for repeats. Not major but weird how it's never been fixed after 3 years.
Visited August 2023
Review titled GP at hand
Replied on 14 August 2023
I'm sorry to hear about your experience and thank you for your feedback All of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. 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. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate issues you have faced with prescriptions. Kind regards, Karol Quality Governance Manager
-
Review titled I'm going back to a regular GP
Rated 2 stars out of 5
by Anonymous - Posted on 26 July 2023
I have been with Babylon's Gp at Hand for years now. The app is great. But there is a fundamental flaw: there is no such thing as an urgent appointment and you can't speak to anyone. This has meant that twice I have had to go to A&e for things that a regular Gp surgery would have dealt with. But with Babylon all you can ever do is make a regular virtual appointment. Appointments have become harder and harder to get. Currently the next available is 2 weeks away - no matter what the issue is. While the app is convenient, having to go to A&e is awful. So I'm going back to a regular Gp that doesn't have an app, but doesn't force me to go to A&e.
Visited July 2023
Review titled GP at hand
Replied on 28 July 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. 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 do 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.
-
Review titled Excuses, fake consultation notes or no consultation notes
Rated 1 star out of 5
by Anonymous - Posted on 09 July 2023
I leave this review for improvement, for better health care. I had the results of the urine tests checked by the nurse over the phone appointment that someone had booked from the GP at Hand without my consent. I told her that I did not book this appoitment and that I have not and had not UTI symptoms recently and would like to repeat the urine test due to lab error because I had no UTI symptoms and had not been exposed to any events that would cause me to get urinary tract infection. Also, the symptoms I've had over the years are not related to a UTI because my urine test in October 2022 was normal and my symptoms have been there for years. She wrote in the consultation notes that I booked this appointment for UTI symptoms and I will arrange a repeat urine test, instead of requesting the urine test in the system herself. Now I have to waste time and make an appointment with the GP just because she didn't listen to me and did not arrange the repeat urine test as I requested. I did this urine test only because last year I had episodes of dark urine and for more than a year I have had frequent pain in my left kidney, frequent urination even at night for more than 2+ years, incontinence since 2014 and symptomatic hypertension since last summer. Recently, the ultrasound doctor recommended a CT or MRI scan of my kidneys because of a kidney stone, which the GP made conditional on this urinalysis. The ultrasound specialist recommendations based on the ultrasound results was in May 2023 and it is already July 2023 which are going nowhere…. Nothing is being done that the ultrasound specialist recommended ( more health conditions has been not fixed) and all I hear from the GP is excuses + fake consultation notes by the nurse about the urinary tract infection symptoms or no consultation at all ...
Visited July 2023
Review titled GP at hand
Replied on 11 July 2023
Thank you for your review and for bringing this to our attention, I am sorry to hear about your experience with the service. Please contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" so we can investigate this and assist you. Kind regards, Karol Quality Governance Manager
-
Review titled Clinicians cancelling
Rated 2 stars out of 5
by Anonymous - Posted on 21 June 2023
Like a lot of the other reviews, I've been using Babylon for a number of years now. It did used to be very good; I could get an appointment within 3 days, now it is about 1.5 weeks. Even if you forgot to check-in for an appointment, the clinician would try to call or video you anyway. Now that Babylon has expanded so much, the small issues like bugs in the app are now very problematic. Both the app and the web version are buggy. I've checked in for appointments only for the clinician to cancel it saying either I did not check in, or that they tried to call me (which they didn't). This has happened several times. It would be really helpful if there was a function to rate the clinicians so that they can be held accountable for how good or bad their service is.
Visited June 2023
Review titled GP at hand
Replied on 23 June 2023
Thank you for your review and for bringing this to our attention. I’m sorry to hear about your experience with our service. As we have advised other patients, all of our appointment availability will be listed on the Babylon app. The rotas are regularly updated and appointments added on. We reserve emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found on: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. In regards to your issues with the app, please also contact me so we can investigate these issues and assist you. Again you can contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". Kind regards, Karol Quality Governance Manager
-
Review titled Oversubscribed
Rated 2 stars out of 5
by Anonymous - Posted on 21 July 2023
Appointment times to see a GP are now in excess of one week. Support team is extremely slow. When you can get an appointment, clinicians will cancel or turn up very late. Would not recommend any more.
Visited June 2023
Review titled GP at hand
Replied on 24 July 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. Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
-
Review titled Rapidly becoming dangerous
Rated 1 star out of 5
by Anonymous - Posted on 17 June 2023
Used to be a fairly good service. Now as a recent example I waited 2 weeks for a simple GP appointment only for them to cancel it on the day with no explanation. Now the next available appointment is 2 weeks away. I am forced to use a&e as a GP - awful for all involved
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
-
Review titled Abysmal service
Rated 1 star out of 5
by Anonymous - Posted on 16 June 2023
Last-minute cancellations 'due to unforeseen circumstances', week-long (at least) waits for basic consultations - there is absolutely no reason to be with GP at Hand over any local in-person surgery, however poor they might be.
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager
-
Review titled Oversubscribed and unsuitable for complex conditions
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2023
Summary: I've used Babylon GP at hand for about two years now. When I first registered, it was easy to get appointments same-day and things worked smoothly. Today, getting seen takes weeks, rigid 10 minute appointments make it hard to make progress on complex issues, and the app is full of bugs. Availability: The practice now seems dangerously oversubscribed as appointments have become very hard to get. As of 18th June, the next Advanced Nurse Practitioner (ANP) appointment I can book is on 3rd July: over 2 weeks. I'm looking at ANPs because GPs are completely unavailable for the next 3 weeks, and the app doesn't let you book further out! It's pretty unacceptable for it to be impossible to book a GP appointment: the app just advises waiting until the next day when more appointments will be released, but this clearly isn't a sensisble state of things. For urgent, painful or distressing conditions a 3+ week wait is not appropriate. Handling of complex conditions: The app only lets you book 10 minute consultations. For complex conditions, this is simply not enough time: especially as clinicians are often late and/or go through medical background each time. It would be better if these were increased to 15 minutes in line with BMA guidance, and it was possible to book or be referred for longer GP appointments. Advice to patients: The app allows you to book by clinician and see their schedule. If you're lucky, you can book multiple sessions with the same clinician to create a fake longer appointment: this sometimes works if they are not too late (otherwise it'll get crunched to 10 minutes anyways). Clinician behaviour: When you do get to see a clinician, they are mostly professional and efficient. They also seem adequately trained and knowledgable. I like being able to see the notes in the app afterwards. However, they are often late and try to rush things. Advice to patients: They will rush through things, so don't expect hand-holding/empathy. I've found writing down your symptoms beforehand so you can quickly rattle them off useful. If you ramble even a little you won't get treatment / referred, and you'll have to rebook for 3 weeks time. In-person treatment: I was referred to in-person treatment. While it had the other problems (technical bugs, long waiting times, late clinicians, rushed appointments), the clinic was easy to find, clean and staff behaved professionally. Bugs: The app and website have become significantly more buggy while I've been with GP at hand. I've often found booking doesn't work on one or the other, they show conflicting information, or glitch out on basic things like showing where in-person practices are. The clinicians seem aware of and acknowledge many patients have reported these bugs, but they don't seem to get fixed. Advice to patients: If something doesn't work, try both the mobile app and website. If you're looking for your health data (e.g. test results), the mobile app is generally better.
Visited June 2023
Review titled GP at hand
Replied on 19 June 2023
Thank you for your review and for bringing this to our attention. We take patient feedback seriously and want to hear from our service users to help us improve the service. I’m sorry to hear about your experience with appointments. Clinicians can occasionally run late as they might be delayed due to assisting patients in a critical condition. If you feel like you have been rushed during any of your appointments please contact us so we can investigate each case. 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact detail can be found at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us In relation to patients with complex care needs, we have a specialised team that can assist you with your care, please get in contact with our support team who can refer you Additionally, if you are experiencing issues with the app, again please contact us so we can investigate the issue and assist you. You can contact our support team at support@babylonhealth.com. Kind regards, Karol Quality Governance Manager
-
Review titled From good to terrible
Rated 1 star out of 5
by Anonymous - Posted on 26 June 2023
You used to be able to get an appointment with a dr or nurse within 24hrs, and face to face appointments the same week. Fast forward 3 years and the service has declined drastically. Now the wait times are over a month for an appointment and today there are absolutely 0 appointments for the next 2 months - regardless of what practitioner type you select. They consistently move really good GPs over from the NHS side to the private site, with absolutely no warning. This is absolutely terrible for chronic illness sufferers or those with disabilities as you build a rapport, the GP understands the complexities, and then with no warning they’re gone and you have to start from scratch. Why they keep accepting more patients when they clearly have no staff is beyond my comprehension. Their lack of care has left me without medication reviews, months late on urgent injections, suffering with minor infections which then become severe. If you have any complicated issues, or are disabled, it’s just not worth it. They literally couldn’t care less about their patients or GP staff.
Visited June 2023
Review titled GP at hand
Replied on 27 June 2023
I’m sorry to hear about your experience. GP at Hand continues to offer appointments within the contractual obligation to the NHS. Appointments can be booked with a variety of clinicians and rotas are regularly reviewed to add capacity. If you require urgent appointments we can usually facilitate these on the day, these can be arranged through our support and duty clinical team. If you require further assistance please can you contact support at: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Kind regards, Karol Quality Governance Manager
-
Review titled Good luck getting an appointment
Rated 1 star out of 5
by Natalie - Posted on 19 June 2023
Used to be an excellent service with round the clock, short notice availability. Now its a 2 week wait for an appointment - and even if you manage to book - the appointment will be cancelled and you have to wait another two weeks for an appointment, so a whole months wait. Now going to have to go back to my local GP surgery if things dont improve fast.
Visited June 2023
Review titled GP at hand
Replied on 20 June 2023
I’m sorry to hear about 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 emergency appointment slots each day but can’t guarantee to offer an appointment to every patient due to demand constraints. Please contact our support team if you require an urgent appointment, contact details can be found on: https://support.gpathand.nhs.uk/hc/en-us/articles/115003693465-Contact-us Cancellations sometimes occur due to unforeseen circumstances. You can contact me on support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" and provide further details we so can investigate any cancellation you have faced. Kind regards, Karol Quality Governance Manager