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 helpful for me
Rated 2 stars out of 5
by JohnI - Posted on 11 January 2024
I am trying to see a doctor and it is impossible. I call up and they tell you no. I wait an hour for them to say this many many times now. I go there and wait patiently and they say no diary is done so no appointment. They say we don't know when the diary will be done. I can't use the Internet form. Why is it so hard for me to see a doctor I ask. Very inexperienced staff I have met who are brusque and impatient. I now am feeling very ill and they are on strike when I ask again so it is still no. I see very satisfied patients write on here. I am very skeptical and not very satisfied.
Visited January 2024
Review titled James Wigg Practice
Replied on 11 July 2024
Dear Johnl, Thank you for your feedback. We are sorry to hear about your negative experience. Since this post, our appointment and triage system has changed and has significantly improved patient access. Please do email us at jw.communications@nhs.net so we can investigate the matter with more information. Kind regards, James Wigg Management
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Review titled Not able to get to see any GP
Rated 2 stars out of 5
by Anonymous - Posted on 06 January 2024
My health has got worse over 12 months.During this time I've only been given one telephone nurse appointment and another telephone appointment with some one else (not a Dr but they didn't say what they were). When I asked to see someone they said it wasn't needed ( it was). I have been trying to get to see a GP in a planned appointment but it's been impossible for months. I don't know why they don't have appointments because I have tried many times but it is such a big practice so it should and I need a hospital referral. Now I am told it's because of the strikes. It's not good enough to keep doing this to patients. I don't know what to do about this and I have got quite desperate.
Visited January 2024
Review titled James Wigg Practice
Replied on 08 January 2024
Dear Anonymous Reviewer We appreciate you taking the time to share your concerns regarding your experience with our practice. Your feedback is valuable to us, and we take your comments seriously. We understand the challenges you have faced in securing timely appointments and the impact it has had on your health over the past 12 months. We sincerely apologise for any inconvenience you have experienced. Your feedback highlights issues that we aim to address promptly to enhance the quality of our services. We regret that you feel you have not received adequate support, and we want to assure you that we are committed to addressing the issues raised. In order to investigate and resolve your concerns thoroughly, we kindly request that you consider identifying yourself by contacting our Practice Manager directly. This will enable us to access your medical records and delve into the specifics of your case. Your cooperation in providing more details will assist us in understanding the challenges you faced and finding an appropriate resolution. We assure you that your privacy and confidentiality will be respected throughout this process. Thank you for bringing these issues to our attention, and we look forward to the opportunity to assist you further. Yours sincerely, James Wigg Practice Team
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Review titled Reception staff
Rated 4 stars out of 5
by Carolyn Hamilton - Posted on 23 December 2023
Many thanks to all of the Reception staff May you continue with the professionalism. Greatly improved over the last 12 months .
Visited December 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Carolyn Hamilton Thank you so much for taking the time to share your positive experience with our reception staff. We greatly appreciate your kind words and are thrilled to hear that you have noticed a significant improvement in our professionalism over the last 12 months. Our reception team works diligently to provide exceptional service, and it is truly rewarding to receive feedback that reflects their hard work and dedication. We will be sure to pass along your compliments to the entire reception staff, as it serves as motivation to continue delivering the high standard of service to all patients. Yours sincerely, James Wigg Practice Team
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Review titled Can't even get in contact
Rated 1 star out of 5
by Anonymous - Posted on 18 December 2023
Tried to make an appointment for any point in the coming month and was told they couldn’t make any more appointments that day. Despite asking in multiple ways I was given no further explanation as to what that meant. Called up another day and was kept on hold for hours only to be hung up on before within 10 seconds of being answered for no clear reason.
Visited December 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Writer Thank you for bringing your experience to our attention, and we sincerely apologise for the frustration and inconvenience you encountered while attempting to schedule an appointment with us. We understand that your time is valuable, and we regret that we did not meet your expectations on this occasion. We genuinely apologise for any confusion regarding the unavailability of appointments on the day you initially contacted us. Our goal is to provide clear communication, and it seems that we fell short in this instance. We will review our procedures to ensure that our staff members are better equipped to explain such situations in the future. Additionally, we are deeply sorry for the extended hold time and the abrupt disconnection you experienced during your second attempt to reach us. This is certainly not the level of service we strive to provide. We will investigate the technical issues that may have contributed to this lapse in communication and take corrective measures to prevent a recurrence. Once again, we apologise for any frustration you experienced, and we appreciate your feedback as it helps us identify areas for improvement. Thank you for your understanding. Yours sincerely, James Wigg Practice Team
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Review titled Not fit for purpose.
Rated 1 star out of 5
by K Ade - Posted on 13 November 2023
I have been trying to get referrals and treatment since 2022. I finally got a referral in June 2023 and when I called back a month ago (first week in October 2023) to query details of the referral, I was told the referral was cancelled. I was not given this information via email, by telephone call or in writing. I only found out when I called to follow up. The receptionist or administrator could not provide anymore information on why referral was cancelled. Since then, I have tried in vain to get appointments. I have been in telephone queues for nearly one hour as it always starts at 30 callers, only to be cut off at number 5 or 4. Econsult either says no more appointments being taken today, or today, when I received the message stating "We can't safely assess your.symptoms through this online request. You need to talk to someone today instead." I have been cut off twice today already at over 30mins intervals while on hold. I am at my wits end. It shouldn't be this hard to make contact with a GP surgery in 2023 when means of communications are supposed to be improving for patients.
Visited November 2023
Review titled James Wigg Practice
Replied on 13 November 2023
Dear K Ade Thank you very much for your review. We can confirm that our e consultation platform is available for most of the day. The telephone system informs patients of their queue number whilst encouraging them to call us throughout the day for appointment request and not necessarily during peak hours. We are unable to find you on our system. Please email us your full name on jw.communications@nhs.net so we can arrange a meeting to discuss your concerns in detail. Yours sincerely, James Wigg Practice Team
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Review titled Outstanding Practice
Rated 5 stars out of 5
by Hanlon Campbell-Lawrie - Posted on 23 November 2023
A duty doctor just called me back faster than it took for me to ring for an appointment. My fears quelled, my concerns listened to then a sensible course of action suggested. Thank you again, Kentish Town Health Centre, James Wigg Practice.
Visited November 2023
Review titled James Wigg Practice
Replied on 24 November 2023
Dear Hanlon Campbell-Lawrie Thank you very much for your 5 star review! We are delighted to hear that you had an amazing and efficient encounter with our practice. Providing prompt care and support is our top priority, and we are thrilled to know that you felt well taken care of. Yours sincerely, James Wigg Practice Team
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Review titled OK if easy condition- awful if not
Rated 1 star out of 5
by Anonymous - Posted on 27 November 2023
We'd love to know how the surgery looks at who's getting the appointments. Clear as day the happy patients have nothing complex. So they are very easy for a GP to deal with. Our experience is very very different. My dad has cancer and has needed a lot of encouragement to go to the GP who he is scared of. He's been refused appointments when he's tried. I had to make the appt. There were terrible barriers as he can't use a phone and that stops the appointment system dead in its tracks. He believes he doesn't get GP care because of his mental health condition. Difficult to argue that. Look at all the happy clappy reviews. Not a single one is about serious illness and not a single one is from someone very disabled or with bad mental health. Very tired of how some are treated differently and some get more
Visited November 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear Writer We are sincerely sorry to hear about the challenges your family has faced, and we appreciate you taking the time to share your concerns. First and foremost, we want to extend our heartfelt sympathies to your father and your family as he navigates through his health journey. We are deeply sorry to hear about the difficulties in accessing appointments and the barriers your father has encountered, especially given his health condition. As a practice committed to providing equitable healthcare services, we fully recognise the importance of addressing the diverse healthcare needs of our patients, including those dealing with serious illnesses, disabilities, and mental health conditions. We take your concerns seriously and are committed to improving our services to ensure that all patients, regardless of their health complexities, receive the care and attention they need. We will conduct a thorough review of our appointment allocation process and work towards creating a more inclusive and supportive environment for patients with various health needs. To address your immediate concerns and ensure your father receives the care he requires, we would appreciate the opportunity to discuss this matter further. Please feel free to reach out to our Practice Manager Farha Uddin so that we can understand the specifics of your situation and take appropriate action. Once again, we apologise for the challenges you have faced, and we appreciate your openness in sharing your experience. Your feedback is instrumental in guiding us toward improvements, and we are committed to providing equitable healthcare services to all our patients. Yours sincerely, James Wigg Practice Team
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Review titled Impossible to contact & get an appt
Rated 2 stars out of 5
by NeìlMac - Posted on 20 November 2023
In response to someone else stating what I'm about to, the GP communication team have written econsult is open 'most of the day'. This is Mon morning 10 am and it's closed. Its closed most of the time. No amount of Pr changes that. Could the comms team be put to better use maybe doing admin support for essential tasks? Answering phones maybe. I have tried for 2 weeks straight at different times of day during core surgery hours and econsult been closed every single time. The telephone lines have an hour wait . They cut off after 50 min - this problem gone on for years and years. When I went in told there were no planned appointments for the rest of the month. "Try again next month "receptionist said. I have symptoms that all the health promotion ads tell me to see a GP for. The comms team will now respond asking me to contact the comms team. When what I need is to see a GP.
Visited November 2023
Review titled James Wigg Practice
Replied on 28 December 2023
Dear NeilMac Thank you for sharing your experience, and we genuinely apologise for the challenges you have faced in accessing our services. We understand the frustration you have encountered, and we appreciate your candid feedback, as it helps us identify areas for improvement. We acknowledge that the accessibility of our eConsult service has not met your expectations, and we sincerely apologise for any inconvenience this has caused. We are actively reviewing our procedures and staffing to address the concerns raised regarding the availability of eConsult during core surgery hours. Your feedback is crucial in guiding us to make the necessary improvements to provide a more reliable and efficient service. Regarding the extended wait times on our telephone lines, we understand the urgency of your health concerns, and we share your concern about the extended wait times. We are working to streamline our phone services and exploring additional measures to reduce wait times and prevent disconnections. We understand that your primary need is to see a GP, and we regret the difficulty you have experienced in scheduling an appointment. To address your immediate health concerns, we encourage you to reach out directly to our Practice Manager Farha Uddin ensure that you receive the care you need promptly. We appreciate your patience as we work towards continually improving our services. Yours sincerely, James Wigg Practice Team
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Review titled Poor attitudes of front desk reception
Rated 2 stars out of 5
by MaryS - Posted on 31 October 2023
There are several different receptionists but i think they all need proper training to be kind and listen to everyone because it's very important. Get it wrong and that person doesn't get an appointment and there could be a serious reason. Maybe they didn't want to explain their illness . I was in a long 20 minute long queue and the receptionist was very angry but she should have asked for another receptionist to help and didn't. Several people had long winding problems. She drove one older patient to tears and turned her back on her instead of slowing down and listening. It was rude and ignorant. Older people often need more time. I happen to think it is a manager problem because for some reason the receptionists won't get a manager when they are stuck It was upsetting and I think she went away sad .
Visited October 2023
Review titled James Wigg Practice
Replied on 13 November 2023
Dear MaryS Thank you for your review. We are really sorry to hear that your recent experience of using our services hasn't been positive. All our reception staff undertake mandatory customer service training every year. We also run weekly meetings where patient complaints, concerns and feedback is discussed. Please email us your full name on jw.communications@nhs.net so that we can arrange a call or meeting to go through further details so we can learn from your experience and make our services even better for our patients. Yours sincerely, James Wigg Practice Team
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Review titled Chasing the GPs all the time - admin not good enough
Rated 2 stars out of 5
by Anonymous - Posted on 12 October 2023
I despair at times. They can't sort out basic admin problems without loads of telephone calls and emails ( which get totally ignored). This compromises care. Same problem every single time : reports aren't on a system, referrals haven't been made, impossible to get through to the practice on the phone, so I waste their time and mine getting an urgent appointment to see a GP in person to sort out. Ridiculous when GPs are all stating they don't have enough hours in the day to see patients. These communication problems are not acceptable.
Visited October 2023
Review titled James Wigg Practice
Replied on 13 October 2023
Dear Patient, We are sorry to hear about the problems you have faced with the practice. As you have left your feedback as anonymous I am not able to identify you to contact you directly. Please can you email us at jw.communications@nhs.net and we will be able to assist you and investigate your complaints. Kind regards, Practice Manager