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 No appointments
Rated 1 star out of 5
by Sunny - Posted on 07 January 2023
From long before Xmas time when officially stopped completely making non emergency appointments you couldn't get any appointments. The systems change all the time and they have online consultation which is now closed for days or only open 2 hrs a day but will close without any notice. You then have to call the GP but reception say there are no appointments and this goes on for weeks. I have cancer and I need to see my GP because the hospital says the GP should be co managing my care. So then my health deteriorated and in the end I am ringing to see a duty GP. But reception keeps saying there are no duty GP appointments so I couldn't have any care . My mental health was getting worse because of this and I now I got depression back again and no medication prescribed because I can't see a GP. Then they said they don't see any patients anymore and there is a complicated system where you have to telephone explain to see if you can get another telephone appointment. I don't understand any of these systems anymore. When I ask to leave a message for my GP who I haven't seen in 4 years with cancer reception say they are not allowed to take messages and I must email. But the email reply says they don't deal with medical queries on email. The NHS is under huge strain and I understand all that but this is a bad situation a bad system when you can't understand it when you have to jump through so many hoops . If they made it more simple I don't think the surgery would be so clogged up and the GP should have seen me.
Visited December 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Sunny 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 Poor disability access
Rated 1 star out of 5
by Anonymous - Posted on 06 November 2022
I am a disabled patient who is completely let down by the practice . I can't use the telephone but I can email and I can use Relay - the standard communication system for those who can't use a telephone conventionally. That the nhs promotes. All emails are ignored so I cant communicate that way. I find it incredible that disabled patients aren't allowed to communicate by email. It had been agreed for years but the policy has changed. I am incredulous that a 'communications team' has responded on here telling people to. Yet can't enable the most essential basics of a system like Relay and emails for those who can't phone. Reception staff don't know how to use Relay and when the operator tries to connect they don's accept the call. They told my family they had never heard of it. It doesn't appear on the sheet they have on asking how a patient communicates. This is very basic disability knowledge regarding the most used App in the uk for those with speech communication problems. This entire appointment system is disability unfriendly. The practice should have done an impact assessment .
Visited November 2022
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 Compassionate, informed practice
Rated 5 stars out of 5
by Mary Carson - Posted on 10 October 2022
A grown up conversation with an experienced doctor who actually listened to what I had to say and then used experience and clear communication in assessment. I was given a choice on next steps and felt informed to be able to make that choice. I left feeling heard & relieved and in charge of the choices around my care
Visited October 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Mary Carson 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 Refused appointment when GP instructs to make one
by cafexe85 - Posted on 21 November 2022
Another example of really poor systems and communication. Blood tests abnormal. Severe chronic condition that requires close monitoring. GP texts says make appointment asap. Reception refuses to do so. Repeatedly told I have to be put in triage queue when already been triaged by the GP who texted. I do not feel it is OK for reception to override. They are not clinicians. There have been no appointments for over 2 weeks. Unsurprising when patients are unnecessarily being put back into the triage system. Management and GPs need to talk to each other.
Visited October 2022
Provided by Care opinion
Review titled James Wigg Practice
Replied on 11 October 2023
Dear Cafexe85 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 Delays not good enough
Rated 2 stars out of 5
by SMor - Posted on 20 October 2022
I am an older patient. It took 18 months for my GP to make a referral after being asked to by the hospital that treats me. I chased with the surgery and was refused a face to face appointment as the reception said they don't do them anymore. I wasn't listened to in the telephone appointments. It's not good enough.
Visited October 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear SMor 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 Chaotic
Rated 1 star out of 5
by Anonymous - Posted on 01 October 2022
Invited to attend over 65 walk-in flu jab clinic. Arrived to find chaotic scene with no one in charge. Spent over 30 minutes trying to find out how to access clinic without success. Left without receiving vaccine
Visited September 2022
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 GPs need to sort system out
Rated 1 star out of 5
by DDe - Posted on 13 September 2022
I was directed here by Healthwatch. We are with this surgery a very long time and for many years it was very good even when very busy and it felt like all the staff cared . Today I came to this site and see lots of others also now unhappy and very worried and the surgery has replied but only in a cut and paste way telling people to email a communications team who it seems didn't respond to patients raising concerns in the first place. Reception staff say this team are also the complaints team but it is really confusing and the systems in place are very poor experiences and the doctors need to step in and make changes. I don't know why the replies don't deal with what is raised such as problems with econsult not being OK or even turned on most of the time. No explanation . In our case we shouldn't at this stage be sent to medically unqualified admin staff when because problems weren't sorted mine and my partners health got worse and these are medical matters that need a qualified person's input. It has been much more stressful than it should have been . We don't want to make a complaint as then it makes even more stress and we just need our GP surgery to communicate well and not have systems stopping very ill patients being able to have a GP. Econsult when occasionally turned on is so basic it sends you back to the telephone system that is totally inaccessible for my partner and trying to explain what is wrong on the telephone makes them more unwell . The surgery says you can't email for medical reasons and a long list of other reasons but now the replies on here tell people to email . The communication is very poor. My partner has very longstanding severe mental illness to the point they get admitted to hospital. They have other severe chronic health problems and recent investigations that require constant monitoring and yet the GP is totally impossible to get hold of. Prescription issues just go on and on . The phone only system was obviously going to exclude very many patients. As an example they went in and reception refused to make an appointment- not accepting that form of communication which was wrong to do as they were in distress and a medically qualified person should have responded to this distress. They were told to telephone instead which they cannot do when unwell and this response then made their mental health much much worse . Then they tried again and the same thing happened. They don't use the phone because of severe paranoia. Going in to the health centre was always allowed and it should be allowed again. This situation has made my mental health worse aswell as now they don't trust the GP and we have had to call paramedics when all the health problems then get worse. I can't explain here how stressful this is It is then also very stressful for our children. This system just isn't fair or kind and should be changed. Do any GP read these feedbacks because if not they should?
Visited September 2022
Review titled James Wigg Practice
Replied on 11 October 2023
Dear DDe 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 Reports not followed up - admin management not good enough
Rated 1 star out of 5
by SWe - Posted on 01 September 2022
I have a long term condition and I am clinically vulnerable and am under the care of a local hospital. For whatever reason there has been a serious problem going on for several weeks because the GP says it hasn't received the Consultant report which tells them to change medication and make additional referrals because apparently only the GP can do that. This is now the 3rd time in 15 months this has happened. I spoke to a GP who couldn't treat me because of this. They said that it wasn't their job to chase reports and it is up to the patient to do this begging the question exactly what do the admin management team there do and why is this policy in place as it can only harm. Surely this is the job of the GP admin team to chase up because I have called everyone I can and there is only so much I can do as I don't understand all the ways the NHS communicates and the GP does. Feels like all the time I get bounced between the two and at the same time my health is getting worse. I can't do this I feel too unwell . Turns out that there is a direct email and telephone number the GP can use for the hospital GP liaison team that the public cant use. So the practice keeps telling me and other patients it is our responsibility to chase when all this time they could have contacted this team.
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Patient, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net James Wigg Communication Team
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Review titled Failure to follow up reports
by tigerpn68 - Posted on 05 September 2022
I have a long term condition and I am clinically vulnerable and am under the care of a local hospital. For whatever reason there has been a serious problem going on for several weeks because the GP says it hasn't received the Consultant report which tells them to change medication and make additional referrals because apparently only the GP can do that. This is now the 3rd time in 15 months this has happened. I spoke to a GP who couldn't treat me because of this. They said that it wasn't their job to chase reports and it is up to the patient to do this, begging the question exactly what do the admin management team there do and why is this policy in place as it can only harm? Surely this is the job of the GP admin team to chase up because I have called everyone I can and there is only so much I can do; I don't understand all the ways the NHS communicates and the GP does. It feels like all the time I get bounced between the two and at the same time my health is getting worse. I can't do this I feel too unwell . It turns out that there is a direct email and telephone number the GP can use for the hospital GP liaison team that the public cant use. So the practice keeps telling me and other patients it is our responsibility to chase when all this time they could have contacted this team.
Visited August 2022
Provided by Care opinion
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Patient, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net James Wigg Communications Team
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Review titled Such poor communication causing real stress
Rated 2 stars out of 5
by Mags - Posted on 22 August 2022
Have already tried to talk to reception and managers and emailed and no one ever got back to me so will try and explain here although they don't bother to respond here and uses social media instead. I thought NHS were told never use social media an zoom for confidential medical matters but they are asking patients on social media to message directly. This will mean that pts on social media get things sorted whilst others digitally excluded and who don't use social media can't. All that does is make the rest of us feel that the GPs have decided they want different types of patients or they wouldn't have put these terrible appt systems in place and would communicate through ways most people use. I understand a hybrid system may work and can work but this is a really bad balance for too long and no sight of any change at all and the GPs haven't explained at all why they have gone in this direction. One eg of so many: Missing prescriptions and when try and raise I am told I have to make an appt which doesn't happen as it is an admin error. So many times that NHS 111 has now issued emergency prescription times because the surgery didn't sort this out.I have ended up in A&E as NHS 111 then called ambulances which is very distressing and a huge added burden on ambulances and hospitals. Some other person said here that the GP should respond on here and they are correct. This is wht the NHS set up so to help communication.
Visited August 2022
Review titled James Wigg Practice
Replied on 06 September 2022
Dear Mags, We are very sorry to hear about your previous experiences with us. As a learning practice we will always investigate any issues like this to ensure our service is as good as it can be. Please accept our apologies for the negative experiences you have had with us and moving forward we hope to build a more positive relationship. In order to address your concerns in full please email us on jw.communications@nhs.net