GP at Hand Reviews 

The levels of service from GP at Hand have hit an all time low the service has been getting worse for some time but now it is completely unusable. A combination of ill informed “support” staff, incompetent clinicians, and an impossibly arcane booking procedure that requires you to fill in several different forms only for the menus to dump you out back to the beginning. They change the app every few months, with the latest iteration being an “AI triage” which is completely unusable. It’s impossible to reach an actual human, and even simple things like repeat prescription requests don’t work.

CRAZY system ... I am moving to a different GP.

I have been registered with GP at Hand for many years. Since moving over to the NHS app what was a relatively modern and easy to navigate system has become a nightmare. I managed to request my repeat prescription but discovered it had been refused. There was no notification, no explanation. I was curious as to why I haven’t received anything yet and checked the app. There is no way to send a message or an email. I have to wait until the office hours to call and seek an explanation. I haven’t yet attempted to book an appointment but I am not hopeful given my experience so far.

Absolutely terrible new booking service. I had a blood test appointment invitation which I needed to complete by the end of November in order to continue a prescription. Tried booking through the eMed app but no slots were available. I tried calling support and kept getting re routed. I now tried to use the new booking system for a new prescription but it seems it’s virtually impossible. What was once a great service is now so difficult to access. I am absolutely moving over to new GP.

Terrible new booking platform & service - all my appointments booked so far have been a no-show on their side, with no communication whatsoever and no way to contact them. Used to be so much better. I'm definitely changing GPs now as this is completely unacceptable

I can no longer book an appointment since the booking system changed. There is no way to contact them about booking appointments (the phone says you cannot speak to someone about booking appointments and to use the app and website, both of which do not work for booking appointments. I managed to get a number to get a call back, waited hours, they called then immediately hung up on me, I tried again, same thing happened.

What once was a great service, now endangers the lives of patients and it is clear that patient care is no longer ANY goal of there's.

DO NOT JOIN THIS GP

I submitted a complaint with GP at hand because they shared confidential information with my private health insurer without my consent. The complaint was sent in July. GP at hand kept apologising, telling me that they were not yet in a position to give me a reply to the complaint. They kept postponing the reply up until the October when they told me that I would get a reply by 3rd December. Early December came and went and they did not reply. From that point onwards, they just ignored all of my complaints.
This could have huge ramifications on how much I paid for private insurance because I did not want my insurers to know certain information which was shared by them.
Absolutely shocking - both what they did at the beginning but, more acutely, the fact that they preferred to just ignore my complaint (taking 6 months to conduct an investigation whose findings were just buried) rather than admit they were wrong.
Avoid at all costs.

Absolutely useless. They reschedule all the time, they never notify you. It’s impossible to speak to anyone they don’t value your time. Worst service I’ve ever experienced!!!!!

Can no longer book appointment online. NHS GP at Hand website does not work

You can’t book an appointment in the new system.horrible experience

Since the booking system changed, I cannot book an appointment. I am now have been out of blood pressure medications for multiple weeks, and an urgent referral hasn't been processed for a month. What once was a great service, now endangers the lives of patients.

It used to be the future, now it’s the past. The new website booking system is beyond dreadful. A shame as they used to be really good, and the Babylon/eMed app was great, now there’s a website that seems to have been developed by a schoolboy

The transition from Babylon Health to eMed to the current website is the worst case of enshittification I’ve ever seen. Considering it’s all paid with public funds I can only hope at some point someone faces a trial to explain what went on.

When it was Babylon Health and when using the eMed app it was really good although over the last year appointments have been getting much harder to get and normally you need to wait a few weeks to get an appointment with a GP. Several years ago you could get one next day easily. The conversion to this website version is just completely unusable and there has been zero help transitioning over it's literally just go to this new website and good luck. You now how to go through a triage multiple choice website which many layers to even get to the point where maybe you could get an appointment in a few weeks. They don't answer their phone line at all. I would strongly recommend if you value your health not to sign up to this as it's not even attempting to provide anything like a usable GP service which is a shame as it started out really good but now I'm leaving and going to a different GP service.

very bad. all they know is to take money out of nhs with no moral compass. their new triage system is a complete crap

Babylon was Fab. E-med is absolutely horrible. The new appointment request system is terrible. Considering leaving all together

I have been a patient for many years but since profit was put before care the service has become risky and unsafe

I would recommend if you have complex physical health needs or acsessabity needs this service is not for you

I made an appointment Monday 9th and Tuesday 10th December but recieved no calls
See below the responses from GP.below

9 December 2024

GP at hand (General Practice) - Mrs Saleha Harris (Pharmacist)

Note - Audio call x 4 - goes straight to EE voicemail

10 December 2024

GP at hand (General Practice) - Kaniz Zaidi (Pharmacist)

Note - History: Rang 4 times- all calls no answer. All calls rang straight to EE voicemail

One day maybe genuine 2days is just lieing.
I have called as suggested the 9th December I was on hold for an hour on the 10th December o am still waiting on the telephone for 30mins know

This is not a GP service this is putting barriers and obstacles so we go to accident emergency urgent care . So GP AT HAND can pull resources to their private service emed as they get more money.

I have begged the GP to give me a letter stating they cannot offer me care so I can go to another GP but they will not .

I raised my concerns to ICB Who regulate GP but they do not care either .

I beg everyone to to write about their experience I cannot be the only person who is experience unsafe practice

Very easy and efficient, however waiting times are still fairly long for a video call.

GP was a no-show

I agree with the below user who cites how convoluted the new process is to book appointments. When I finally did book an appointment the GP was a no show.