James Wigg Practice
Kentish Town Health Centre, 2 Bartholomew Road, London, NW5 2BXContact details and opening times
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Reviews
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Review titled Failure of total triage
Rated 2 stars out of 5
by Ant - Posted on 04 July 2023
Seen the practice respond on here. Our experience is this: My mother had a stroke that left her a long time ago with a speech impairment so she doesn't use a phone. She also doesn't use the Internet and she lives alone. When she goes to the reception desk to ask to make an appointment she is told she has to go through triage. When she says she has no phone she's been told everyone has to be telephone triaged. Not once has anyone offered an alternative such as making a direct face to face appointment with a GP that the GP responses here imply is possible( which she needs and is in there asking for and feels humiliated having to do). Like very many patients she is scared to raise this and doesn't want us to on her behalf. But I did speak with the complaints manager about telephone appts not being suitable before total triage came in and he told me it was practice policy and my mother could try and register somewhere else if she wasn't satisfied. So maybe the practice could try and understand that many people have told them already and have well founded worries about raising it formally. It is confusing us and others. I listened to the telephone message when a routine appointment option is selected. It says : ' How does a routine appointment work?You will be added by our receptionist to a routine triage list. A clinician will then review and decide the next suitable action to take.....You will then be contacted by a member of our team. Routine appointments may be longer than 14 days after triage.....'. So, clearly everyone is put through triage and patients aren't given an appointment to see a GP without going through this. It's disingenuous for the practice to suggest otherwise or alternatively the message hasn't ever got through to the reception team which after all this time isn't good enough. But given the phone message the answer still seems to be no phone, no appointment because you can't be assessed or contacted . So patients like my mother give up.
Visited July 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Ant We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on our system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Too obstructive & very stressful
Rated 2 stars out of 5
by Hen - Posted on 22 July 2023
Many of the worryings others have. Whole family here many years. Very large practice without the infrastructure needed to run smoothly. Communication couldn't be any worse for us from trying to get through at all, to getting a triage appt, to ever getting to see a GP. Total triage is a mess of a system that makes no sense for timely care. We now go straight to the urgent same day appointment to miss it out or to A&E if the practice just not functioning ( eg strike days ). Won't put our kids through the triaged appointment system ever again, too traumatic won't put my partner through either as severe mental health condition so also traumatic. For odd reason GP responds on Google recently saying they finally have a different reception doing appointments which has to be better. And finally checking emails - hope they do more than just check and forward as we've never had a response. Be more helpful if the GP replied here . It's useful and should be on the website.
Visited July 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Hen We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Equal access to NHS?
Rated 1 star out of 5
by Anonymous - Posted on 07 July 2023
There's a reason posters choose to remain anonymous or don't want to contact the ' communications team' - who aren't clinicians and cannot assess the safety of the appointment system. Very few come to here without having told practice staff they're distressed or are having to chase absolutely everything or just can't manage these systems. It's chaotic and I say that as an NHS professional. Total triage is obstructive to getting timely care. I am very concerned who is being excluded ( covered by many on here ). My own story is that like very many my mental health crashed as the pandemic took grip. I can read that I am meant to go to A&E if in danger but I shouldn't reach that point- the whole point of a GP is to prevent serious illness and provide the right type of appt to patients. The right type of appt when very depressed is to see a GP in person, not be put through clumsy and sometimes very insensitive reception staff demanding to know every detail and then have to repeat it in a hasty triage appt with a clinician who may well not even be a GP. And then for there to be no face to face appts with any GP, let alone one you know.
Visited July 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Unbelievably poor
Rated 1 star out of 5
by SamST - Posted on 16 July 2023
Without getting in to politics ( which the GPs have dragged us into by now going on strike for the 4th time ) bringing in further gatekeeping when your patients can't access any healthcare at all shows either incredibly poor management going on there or entrenched in a silo mentality where patients are frequently blamed or worse, excluded or give up. This is all of our NHS we think the practice has forgotten that the way we are spoken to .Our young children can't get to see a GP. One has after 4 attempts at being triaged by different professionals, only twice a Dr and then the others have to be supervised before they can do anything so why doesn't the GP just do the appointment in the first place. 2 others under 7 after not seeing a GP for 4 yrs and both have been in hospital during this time. Refused face to face appointments several times after holding 45 mins every day for a week at a time. Very random reasons given why that include receptionists saying the GP doesn't see anyone without triage assessment, there being no triage appointments left,there are no appointments of any sort, ring back. Triage doesn't feel safe and eroded all the Trust we had left. Never triage a child should be the rule and if the GPs were learning from patients why haven't they learnt this as every parent says this. GPs should actually explain that advice and consultation with hospitals is a thing also put in the way that has to be done before a referral can be considered. Wouldn't being more transparent help reduce the mistrust or tensions that have now built up. And if this is another barrier then take away the barrier that is total triage or explain what we have to do to get a child referred for now serious condition ,there's no information, even a flowchart would help somewhat. Communication is worse than its ever been and we've been here 18 yrs. We're having a truly terrible very worrying time and this week yet again due to strike action only urgent appointments are possible and then they ran out early on each day we called.
Visited July 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear SamST We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Exceptional GP Practice
Rated 5 stars out of 5
by Paul F - Posted on 09 June 2023
I have been a patient at this practice for many years. The staff are kind and compassionate, they go the extra mile to provide great care, referrals are made promptly and requests dealt with in a timely and efficient manner. I have had a consistently positive experience and when things don't go quite as well as expected, they are rectified quickly. I would strongly recommend this practice.
Visited June 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Paul F Thank you very much for your 5 star review. We are glad that we have been able to meet/exceed your service expectations. Yours sincerely, James Wigg Practice Team
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Review titled Total triage a total disaster if vulnerable
Rated 1 star out of 5
by Long time patient - Posted on 02 July 2023
Nearly every comment on here about good experiences seem to be about simple conditions and / or from those who aren't severely challenged by a GP system now totally delivered through the phone. The practice's response on this site that you can go in and make an appointment with a GP if you can't use a phone certainly is not the experience of myself, my family or friends or neighbours who have tried before this was said and since. It's been a disaster for them. For ourselves and extremely unwell extremely vulnerable patients total triage means totally excluding us and we presume rationing access to GP care is the aim of this scheme because by now the practice knows so many are excluded and the terrible impact . Reception say repeatedly and constantly that every single patient must be telephone triaged and so does the telephone message. There is no way I can get an appointment anymore as they have blocked off all communication channels to me as a disabled person. My elderly dad gave up trying to manage the unmanageable and his health has severely declined. My sister's mental health means she doesn't ever use a phone and she has major physical illness that can't be treated because she is now excluded from appointments. So many others affected. And the knock on ?No NHS access because the GP is the gateway. The NHS is there for everyone, so how is this justified?
Visited June 2023
Review titled James Wigg Practice
Replied on 02 July 2023
Dear Writer Thank you very much for your review. We are extremely sorry to read about your experience with our practice. We confirm that patients can book an appointment via phone , online or by visiting the practice. We also confirm that patients have a choice of either a face to face or telephone appointment with a GP. Since you have left an anonymised review we are unable to address your concerns. Please email the practice with your details and the Operations Partner will look into your particular concern. Yours sincerely, James Wigg Group Practice Management
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Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 02 June 2023
Tried daily for 2 weeks to arrange an appointment to be told each time there were no appointments and to try tomorrow. Condition now worsening and seems to be no concern/regard for patient care.
Visited May 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Since we have been unable to identify you on the system, please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Won’t help because I have a physiotherapist
Rated 1 star out of 5
by Giovanni Eze-Colgate - Posted on 10 May 2023
I’ve had been in physiotherapy for two years, and my knees are getting worse and worse. But a and e won’t help and the gp says because I have a physio there is nothing else do them to do. Walking is becoming harder and harder and all I want is help.
Visited May 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Giovanni We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled Refuse to help me with knee pain
Rated 1 star out of 5
by Giovanni Eze-Colgate - Posted on 10 May 2023
I called the practice a number of times over the last two years about knee pain, and it has got to the point where I am struggling to walk because of the pain. I have also been in physiotherapy for most of that time and because of that they refusing to treat me, my condition is getting worse and they will just refer to or ask me questions about what my physio is saying. My physio things I may have a cartilage issue, inflammation issues. But the doctors won’t even refer to the pain clinic when every step I take hurts. I can’t live my life on painkillers and depressed because I’m always in pain. All I want is help.
Visited May 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Giovanni We are sorry that your experience with the practice hasn't been good. We aspire to provide best possible service to all our patients. As a learning practice, we would be keen to find out more about your complaint. Please email us on jw.communications@nhs.net so we can get in touch with you to arrange a call or a meeting. Yours sincerely- James Wigg Practice Team
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Review titled No listening to patient experience and no learning
Rated 1 star out of 5
by Anonymous - Posted on 07 April 2023
Describes itself as a learning practice but took no notice of patient reviews on this site or Care Opinion - despite telling us as patients to come to this site and comment. Refused us to make an appointment to see a GP when I have a serious life long condition where I know what care I need . Blood tests never reached my records. Like others I was told to chase hospital reports myself and treatment and medication was delayed for weeks because of this. The GP has contact teams in hospitals there to try sort these issues but didn't contact . Now has introduced 'total triage' which is basically the practice still refusing to see patients unless they have a telephone assessment by a clinician first. Which, as pointed out to them by so so many just isn't possible for the most unwell,the most vulnerable, the most disadvantaged. Listening and learning? Not in our experience.
Visited April 2023
Review titled James Wigg Practice
Replied on 24 April 2023
Dear Patient, We are very sorry to hear about your previous experiences with us and the issues that you have had with our service. Patient feedback is really important to us and helps us to make positive changes and improve the service we provide. In order for us to be able to address your concerns in full please email us at jw.communications@nhs.net. Warmest Regards The James Wigg Team