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 Gone down the drain
Rated 1 star out of 5
by Anonymous - Posted on 08 June 2023
Used to think GP at hand was great and would recommend it to everyone. For the last several years, it’s been as bad if not worse than any local surgery. Waits for basic appointments lasting weeks, last minute cancellations, and taking 2-3 months to do basic admin. Save your money and don’t bother.
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. At peak times patients will have to wait slightly longer for appointments, we equally 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. If you wish to contact me so we can look into how we could have served you better and investigate the reason for the cancelled appointments, please do so via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". Kind regards, Karol Quality Governance Manager
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Review titled Started off well, now poor
Rated 2 stars out of 5
by Robin McConnell - Posted on 22 May 2023
Like many I left my GP surgery because of the ridiculous challenges getting an appointment. At first GP at Hand was great and appointments were available quite readily. Now, it’s a different story - it operates on the standard NHS model of no appointments being available even weeks in advance resulting in one having to check back multiple times to see if anything comes up at short notice - only this fails in the event of needing to do anything face to face as one has to drop everything at short notice to travel into central London. Traditional delivery of public healthcare is badly broken in our country, and now, despite Babylon presumably receiving a huge amount of money to run this service, it appears that involving private providers makes things no better. Very poor.
Visited May 2023
Review titled GP at hand
Replied on 23 May 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. All of our appointment availability will be listed on the app. The rotas are regularly updated and appointments added on, as you already mention please check the app for available appointments. Please visit our website, it has the locations of all our clinics and registration requirements to live within an easily commutable distance of the clinic locations. Kind regards, Karol Quality Governance Manager
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Review titled Very disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 14 April 2023
I have had an issue with GP at Hand's phone service for more than 2 months. The service desk, while polite, has been spectacularly unhelpful, not taking my concerns seriously. The help centre is also unhelpful. As a result of issues with their system, several appointments I have made with clinicians have been marked as missed - despite my waiting by the phone for the clinicians' calls. I have attempted to resolve the issues and contacted GP at Hand. To no avail. All the while? I have been trying to receive treatment for an ongoing health issue. The best the helpdesk can do is offer to rebook an appointment - and then the call for the rebooked appointment doesn't come through! I am conscious that this is an NHS service and I don't want to waste NHS time. But when you make appointments, it is because you are ill. And you are waiting for the call. For them to not come through, and for the service to claim - after you have checked in, said you are ready, and have confirmed this? - you are missing appointments? It is deeply frustrating, disempowering and, when you're ill? A little scary.
Visited April 2023
Review titled GP at hand
Replied on 19 April 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. If you contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". I can investigate the appointments. Please also visit our website to check the connection requirements: https://support.gpathand.nhs.uk/hc/en-us/articles/115003701169-How-to-prepare-for-your-appointment Kind regards, Karol Quality Governance Manager
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Review titled Everything is great
Rated 5 stars out of 5
by Anonymous - Posted on 01 May 2023
I'm a patient of this practice for almost 5 years. Never have problems, Easily can book an appointment in a couple of days, face-to-face follow-ups are also not a problem. I have a regular medication to prescribe and it's easy to do with this service.
Visited April 2023
Review titled GP at hand
Replied on 23 May 2023
Thank you for taking the opportunity to provide your feedback, we will share this with the team. Kind regards, GP at Hand
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Review titled Basic services not adequate
Rated 1 star out of 5
by Anonymous - Posted on 11 April 2023
Due to my health problems and the side effects of my medication, I cannot make it to a face-to-face appointment on time. I tried to come to appointments around 5 times and they always sent me home! I was misdiagnosed at first, instead of thyroid problems with headaches on both sides and swollen lymph nodes and thyroid gland in my neck, they diagnosed me with tmj! Still, I had blurry vision, which she didn't ask about, but it was noted in the previous online appointment by which was this face to face appointment initiated. I noted the hoarse throat and a cough. As I often have brain fog, I don't remember everything, or just can't focus at the meeting, the doctor didn't ask me questions, that later in the consultation notes of this appointment, their answers were only assumed and then obviously wrong. It is better to leave the consultation notes blank, then just assume the answers. Due to this misdiagnosed appointment I had to travel across London around 5 times just to have this neck and eye exam. I tried to come in the morning but due to my problems I can't simply make it. The next free slot was in the evening before 6pm at Canary Wharf. Since I was not well that day and it was rush hour, I was stuck in traffic. I arrived 13 to 15 minutes late. When I entered the clinic before 6pm, I saw the doctor leaving. I was flagged as a no-show just for a few minutes! I showed up to every meeting, just late! The receptionist rebooked my appointment for Easter Saturday morning + blood tests. Again, due to my problems I was late. I note that the clinic was empty, but they are sending me home again!!! I had at least the blood test. But no examination of the neck, eyes!!! Just because the doctor can't be a little flexible with the time. While the local Gp would keep me waiting for a while in waiting room and see me as soon as possible the same day! It looks like we are here for them, instead they should be here for us! Someone like me who has multiple health issues and have med's side effects can't get a proper face to face appointment and then I never seem to get a proper treatment! I keep this GP at Hand because of the one doctor. The only doctor who copies the patient's notes into the NHS record of the online consultation so there is no room for the notes to be tampered with or taken or edited just like that to maintain their diagnosis, apart of one doctor only!
Visited April 2023
Review titled GP at hand
Replied on 12 April 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. Unfortunately, if patients are late we can’t always accommodate the wait if other patients are waiting to be seen for their appointments. Please also see our FAQs on late attendance for appointments for guidance: https://support.gpathand.nhs.uk/hc/en-us/articles/4404771804433-If-you-re-running-late-for-your-appointment If you wish to contact me so we can look into how we could have served you better, please do so via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews". Kind regards, Karol Quality Governance Manager
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Review titled 11 day lead time...
Rated 1 star out of 5
by Tim Burton - Posted on 07 January 2024
I have a requirement for pain management with controlled drugs, which can only be prescribed by 'my' GP as they have access to records. Currently the next slot to speak to a GP is in 11 days time.
Visited January 2023
GP at hand has not yet replied.
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Review titled Dangerously bad
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
During the past 2 weeks I have been trying to see a doctor to get a repeat prescription; two appointments were cancelled by the doctor 10 minutes after they were supposed to happen; one was 'running late' then didn't call, though the app told me they had tried to - this is a lie. I phoned the helpline and after a 1 hour wait spoke to someone who arranged for my prescription to be sent to my pharmacy; when I collected it, the prescription was wrong. I've now wasted many hours of my time waiting for appointments that didn't happen, rebooking, phoning the helpline and going to pharmacies, and I still don't have the correct prescription. This service is so bad that it is a danger to its patients who rely on it.
Visited November 2022
Review titled GP at hand
Replied on 01 December 2022
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 and the prescription. Please contact me via support@babylonhealth.com with the subject line "Governance Team - NHS Reviews" so I can look into the issues you have faced and assist you. Kind regards, Karol Quality Governance Manager
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Review titled Fantastic turnaround times and really professional service
Rated 5 stars out of 5
by JB. - Posted on 12 September 2022
I've been using Gp Aat Hand since 2018 and just wanted to leave a review on really good service recently. Was able to book in a GP appointment for just 2 days time, that appointment identified I needed to be seen in person which I was able to book for just 3 hours time later in their very nice new vitoria clinic, and then was able to book in for an ECG after that same day as well. The quality of doctors throughout was also very good, all professional, efficient, reassuring and friendly. Great experience
Visited September 2022
Review titled GP at hand
Replied on 24 March 2023
Thank you for taking the opportunity to provide your feedback, we will share this with the team. Kind regards, GP at Hand