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 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
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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