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 Not trauma informed
Rated 1 star out of 5
by Omor - Posted on 26 April 2023
Telephone appointments can often be totally inappropriate and even unsafe. Instead of opening up more face to face appointments the practice instead put in additional barriers at the point where patients are often at their most fragile and vulnerable and at risk. It now demands that all patients undergo not one, not two but three telephone assessments. Its called telephone triage. You can't phone and get a face to face appointment. You can't go in and book an appointment. Because I can't bear to,or don't feel safe to,or feel too much shame to list the most intimate private distressing experiences to reception staff, I can't get any GP appointment at all . Not ever. This information is demanded and I was refused because I couldn't face going through this. This system is punitive this system is unsafe and this system has had a really bad impact on my mental health. As a woman and victim of violence these experiences are retraumatising. I don't feel I can trust a GP practice that has policies like this.
Visited April 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Omor 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 Big Improvements
Rated 5 stars out of 5
by Nicola local resident - Posted on 21 April 2023
Really noticeable difference and improved quality of the practice's handling of callers. Had recent contact with two different members of the practice team - one on call handling, the other a call back response to e consult. Both were excellent. Clear, calm and informed with great customer care skills and communication. Big big improvement. I'd been put off contacting the surgery after lengthy waits and poor quality call management. But they've renewed my faith. Keep doing what you are doing. It is working.
Visited April 2023
Review titled James Wigg Practice
Replied on 24 April 2023
Thank you Nicole we really appreciate you taking the time to leave us with an amazing review We hope we can continue to provide this kind of experience for all our patients. Warmest Regards The James Wigg Team
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Review titled Appointment system is discriminatory
Rated 1 star out of 5
by MCO - Posted on 22 April 2023
My dad has Alzheimers which is at a very distressing stage for him. He's a very proud and private man who lives alone. He doesn't have carers going in and there is no support for him aside from what we as family do at a distance. The GP knows this is his diagnosis and that he lives alone. He is even on a special register saying he has Alzheimers. He is doing his best to maintain his independence and his dignity. The appointment system now in place makes it impossible for him to do so. It makes it impossible for him to get a GP appointment because he can't use the phone anymore because of this illness. He hasn't used his landline for 2 years because it confuses and then distresses so much. We told the practice he couldn't use the phone anymore 18 months ago when we raised concerns about how he was being turned away at the desk. Said then it's policy to refuse to make appointments in person. Now they have the telephone triage which says all patients are required to phone for an appointment and then be phoned back to see if any appointment is permitted. For all appointments not just urgent same day. So, he as a now disabled man can't make appointments to see his GP. He has a heart condition, he has had prostate cancer, he has depression. Society is judged upon how we treat our most vulnerable. This is how he is treated by his NHS GP.
Visited April 2023
Review titled James Wigg Practice
Replied on 24 April 2023
Dear MCO, We are sorry to hear that your father has found it difficult to book an appointment. As a practice we aim to provide the best possible care and service to all our patients. Please accept our apologises for the incorrect information provided to your father. Patients can book appointments in person, via telephone and through E consult, our online service. We would like to book your father an appointment and investigate all the issues you have raised, in order for us to do this we would appreciate it if you could email us on jw.communications@nhs.net or contact us on 0207 428 4555 with further details. Warmest Regards The James Wigg Team
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Review titled Miricle in current times
Rated 5 stars out of 5
by Carrd - Posted on 23 March 2023
I joined this practice in November last year as I was giving up hope and in a serious crisis. I was overwhelmed when I had a face to face with a doctor that listened and wanted to help the turn around has been unbelievable. My experience with James wigg has only been positive. Clear in direction and supportive from receptionists to my gp. After feeling lost and confused elsewhere hopefully other practices can follow. Trust restored. Very grateful. Thank you .
Visited March 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Carrd 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 Practice in meltdown
Rated 1 star out of 5
by Anonymous - Posted on 07 March 2023
Everything funelled through a telephone system that is already totally overwhelmed so cant ever get through. Waited 50 mins yesterday for a routine appt. which then has to have another phone call to telephone triage to see if you actually need an appt. Meanwhile online consult form there to relieve the phone system almost always turned off . Patients have to call repeatedly as rarely an appt available. Patients forced in to telephone appts instead of being seen then call back and add to the system collapse. Set up for those well enough and able enough to cope with such stress.
Visited March 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 Impossible to reach
Rated 1 star out of 5
by Anonymous - Posted on 06 March 2023
After holding on for over an hour in total on two phone calls being at over caller number 30 in a queue to then be cut off when at caller number 2 is a very poor telephone system. A doctors surgery that you cannot reach is not a good service.
Visited March 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 Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 23 March 2023
Lots of services, doctors are wonderful, most of the receptionists are good although when the self check-in screens are not working it would be helpful to have a receptionist actually present at the desk
Visited March 2023
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Patient 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 Terrible
Rated 1 star out of 5
by Anonymous - Posted on 23 March 2023
E-consult system never available. Long wait to answer phone. Can never get to speak to - let alone see! - a GP. Terrible admin. Forms incorrectly filled in. Receptionists interpreting - wrongly - test results.
Visited March 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 Sad demise and lack of compassion
Rated 1 star out of 5
by Anonymous - Posted on 12 March 2023
This has become a very sad situation for us as long time patients . We know how good the practice once was but it feels like the staff dont want to be working there. Some very poor decisions being made that disproportionately impact on the most vulnerable - latest being the imposed telephone triage system that is in place we presume to put people off seeking help. No acknowledgment the impact shutting the doors in covid has had on patients and the impact of industrial action or shortages of essential medications or no functioning a&e or ambulance service. No attempts made to be transparent or rebuild trust. Management and communication systems need overhauling and a complaints team that over the last 2 yrs just dismissed any suggestions or feedback shouldn't also be a pr team. We refuse to complain as that diverts admin teams away from essential tasks- the practice says it listens and learns and we want it to. As a family we have been let down and the role of the GP seems to be that of an over zealous gatekeeper. To refuse to allow patients to decide the need to see a GP is disrespectful and like something from a different era. Really want a good relationship with a GP and this should be possible but you simply can't get an appointment with anyone most days let alone the same one or two Drs. So busy but still signing on new patients which looks really bad . We want a family GP practice not a mini hospital. We can't get follow up appointments for planned care that Consultants request. We cant get ongoing prescription problems resolved. We cant get physical examinations for lingering symptoms and one of our family is immune compromised. We cant get blood results because they havent appeared on the GP system. All of this could be sorted in a face to face appt but you are blocked from making one. We will be leaving the practice because it lost sight of what a good GP service should be doing. We cant wait for this to get better, we have literally had no GP for 3 years
Visited March 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 Experiences very poor
Rated 2 stars out of 5
by Anonymous - Posted on 18 February 2023
There were some very good GPs here but it is a very large practice and so often a GP is there just a few months which is terrible for building a relationship or straightfoward communication. 3 yrs refusing to see patients is 3 yrs too long. Communication is really poor at times and admin often cant say what the systems are ( like econsult opening hrs or getting a prescription put right) and of all the staff here it is them I feel sorry for most. It often takes 8 to 12 tel calls or emails to get a mistake rectified.But it is pts who are suffering the most,it is us who are the more traumatised. We dont get days off from debilitating symptoms. I have a serious life long condition. I cant swap it for a less stressful less harmful one like I could a job. The practice has lost sight of the harm bad systems and policies have. I have been here since I was a kid, grandparents and parents here and my children. My grandparents are housebound in need of a GP home visit and we asked but so much obstruction was put up they begged us to stop trying because they ' didnt want to bother the doctor'. They are both extremely frail and can't get to see a GP. Plenty said here and on social media about this and all other appt systems being not fit for purpose - especially for the very vulnerable. I had my first child just as Covid hit and every single support system for babies and parents went and never returned. I had very very bad postpartum depression with no GP support. Too triggering to describe here but I dont see any recognition that the practice should be now focusing more on under 5s or offer face to face support groups. This so called telephone triage doesnt separate out young children. It also blocks severe mental health pts who I can tell you from my own experience can be made much worse by being on a phone. They have nowhere else to go. The GPs need to go back to basics and need to be honest and straightforward and communicate clearer. Are they prioritising telephone appointnents for simple medical problems over people like me needing to see a regular GP face to face? Is it true that they decided to go with outcome driven telephone appts? Have they looked at the impact on the most disadvantaged? So much could be explained on the website. 3 yrs too long a wait. Some pts are suffering more than others.
Visited February 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