GP at Hand Reviews 

Dear GP at Hand Team,

I hope this message finds you well.

I would like to share my feedback regarding the new appointment booking system. Unfortunately, I find it significantly less user-friendly compared to the previous eMed app. The process feels unclear and inconvenient, as I often need to re-enter my details for every booking.

Additionally, the website mentions 24/7 appointments, but I have faced issues such as being unable to upload documents required for my upcoming call with the pharmacy. This feature also does not seem to work on weekends, and when I try to access the website, it frequently displays a “service off” message.

I sincerely hope these issues can be addressed in the future, as the current system is much less efficient and far more difficult to use.

Thank you for your time and consideration.

Best regards,
Mikhail

One of the worst services I have ever experienced, customer services will
never resond leaving you stressed and unwell as opposed to supported. Do not use this service.

Unfortunately, I didn’t feel heard and was made to feel that the pain and concerns I had regarding my reproductive health were something I had to deal with as a woman.

I wasn’t asked about some key symptoms I described. I felt brushed off.

Babylon used to be so good. I would recommend it to anyone. Since eMed took over, it has gradually gotten worse and worse. This week they updated the booking system so you can no longer book in the app. The new booking system is appalling, requires you to jump through pages and pages of questions before you are required to request an appointment. The old system was much better and enabled you to book an appointment from the list available, at a time that works for you. I need to rearrange a face to face appointment and I can no longer do this on the app. When I try to call to do this, no one answers. Whoever decided to move the booking system away from the app and to this website did not give much thought to patient experience. I understand that it might seem more efficient to triage first via this awful booking website, but no thought given to people who need to re-arrange appointments or who need to book a follow up face to face apt.

On another note, I requested my repeat prescription over 2 weeks ago now, app says they’re still reviewing this. This would have never happened when Babylon ran GP at Hand.

articulate and helpful!

All went well apart from the hoop-jumping to get to the appointment making part. It needs to be streamlined.
As usual, the staff are wonderful.

Although appointments are hard to get these days, when you do have one the doctors are knowledgeable and quick at helping. It’s convenient to have my account connected to a delivering pharmacy so prescriptions come to my home. The change from an app to online booking feels like a backwards step but hoping this helps with availability. Overall I really rate using them as it saves so much time not having to travel to a physical GP and the staff they have are really helpful.

Impossible to book any appointments because their app simply does not work and it’s impossible to contact them

Easy to book an appointment, lots of availability and love that I can do the consultation from home.

God no! Avoid! This service used to be good. They went private I think, and have refused to reissue my repeat prescriptions unless I pay £59. When I did, they said “we cannot prescribe these”. I’ve now ran out and my health is at risk as I urgently enrol a new GP surgery. Absolutely terrible place, no live chat and no available appointments. No service and my health and mental health has collapsed over the last few weeks due to them cutting me off a medication that I cannot just stop taking. My new doctor is helping me prepare an official complaint.

Quick, helpful, friendly, knowledgeable

I wanted to visit the EMed Clinic in Canary Wharf. Their programne shows that they are open on a Saturday from 9 am to 6pm. I was there at 9.17 and the clinic was closed. I called at 10.10 and the robot advises to call during their opening times. Totally unserious! Does this belong to NHS ? Although I think a private clinic would bmnot afford building bad reputation. It looks like eMed Canary Wharf comes from comunism - they do not take any responsibility for what they do and went for coffee and a cigarette like a bolshevik public servant. It is appallimg to have such NHS service for the banking District of London!

great, helpful advice

Difficult to secure an appointment
One of my appointments got cancelled by the surgery. Overall they are okay.

Diabolical company, avoid at all costs! I’m on HRT gel and anti depressants, all of a sudden my HRT has disappeared from repeats so I can’t order it and I need to speak to a dr about that, I searched all the way through to end of feb next year and still no appointments, tried phoning but you can never get through to anyone, I even wrote a letter of complaint detailing I needed to speak to a dr and they just said to make an appointment with a pharmacist( which I have done before and the pharmacist said they couldn’t do it I needed to speak to a dr) and now my antidepressants have now run out and I ordered them over a week ago, this company is incompetent, I’m going back to my old surgery, you can’t mess around with peoples medication especially antidepressants, they need reporting this company.
Please note that I have left the surgery in November and my notes from gp at hand have still not been sent to my new gp, there is no email address that I have found that is the right department to request this, each email bounced back informing me it was not the right department and you can’t call them as no one answers the phone, since my new gp doesn’t have my notes I have been off several medications now which has caused me deep distress,utterly shambolic company.

I appreciate the professionalism of the Doctor

Do not use this service. They cancel appointments consistently, give you no reason for the cancellation and they do not reschedule for you or offer any assistance, you just end up having to wait another whole month just to for it to be cancelled again. They charge you to do paperwork, they get it wrong or they dont give it to you and you will never get a refund for it. They also lose referral details so you never get seen by specialists either.

Great phone call, very helpful. Straight forward and easy to talk to

Where is the link to book the blood test?

Great service!
Ive struggled for years trying to get doctors appointments. Often having to waste 4-6 hours for simple things. This allows me flexible access to medical professionals 7 days a week