GP at Hand Reviews 

I’ve been on eMed since it was Babylon and it used to be amazing but has completely fallen apart in the last 6 months for NHS patients since it’s been taken over. There are literally NO APPOINTMENTS and it’s impossible to see or talk to a doctor. Do not use it you’re not paying.

Always helpful and satisfied....amazing

No appointments availability and impossible to talk to someone in person. The chat is disabled for NHS patients and the phoneline is literally a series of recorded messages pointing back to the app.

Easy check in, clinic ran on time, waiting area very calm and clean. Clinician was lovely

The psychologist didn't visibly know my case in advance despite ample documentation was provided. She seemed like she was reading notes for the first time and making stuff up on the spot. At least that's what she sounded like.
To top it off, she had very low empathy, constantly bringing up the same question (over 6 times), to which I had responded already earlier. This being a sensitive question it kept torturing me instead of calm and appease me. I do not recommend that person for any form of therapy

This service used to be fantastic but as others have said it has totally fallen apart for NHS patients. No upcoming appointments available WHATSOEVER so it's unusable. Also they have gotten rid of the chat feature so now you can only get in touch via phone which can take ages. I also paid to have a form completed for private medical cover which I have had to wait over 30 days to receive. Just a complete nightmare, will have to move practice.

I initially found GP at Hand convenient for minor issues, but things fell apart when I needed real care. Appointments were repeatedly cancelled, delaying treatment. When I finally got a hospital referral, it was so poorly written that the hospital rejected it. This experience was the last straw—I’ve since moved to a different practice, and the contrast in care has been night and day. I wouldn’t recommend GP at Hand for anything beyond the most basic concerns.

Went in for blood test, great service.

Booking process and availability of appointments is appalling. If you are considering switching I would avoid.
The GP I spoke to when I could finally get an appointment on the other hand was so helpful, considerate and efficient.

Before being taken over by a US health firm, this remote GP was excellent. Since it was taken over, it has fallen short in every way imaginable - I now use 111 or A&E as my GP due to their incompetence. A summary of my experiences:
- Being told to do 111 or go to A&E for almost every issue because there are no GP slots available for months
- Consistently failing to upload my prescription for serious heart condition, despite me contacting various occasions - resulting in having to get emergency prescriptions
- 2 hour waits to speak to advisors who just send you round and round in circles
- Failure to follow-up from tests without constant reminders. I did a test 4 weeks ago and even though the NHS has completed it, eMed still have not uploaded it or informed me about the results
- I had to email eMed a detailed hospital report as they lost my records and as a result were not even aware of my long-term condition
Genuinely worries me that they are allowed to give out this service - I worry for patients who are less pushy than I am who would be fully lost in their system.

Unusable since eMed took over. There are no appointments available whatsoever anymore. You have to wait at least 3 weeks to see a GP. It is clear that all their capacity is used for their private plans. Totally unacceptable.

I believe my Emed (formally Babylon) is now moving to GP at Hand. It's too early to know whether the service will be just as good as it has been under Emed but it makes sense for the NHS to be in charge of their own patients and offer an online service for convenience where you can order a repeat prescription or have a quick call with a clinician if you have a problem .

I found very difficult to get appointments with the same doctor , as specially when my follow up appointment got cancel twice I got book with some new , I think we should be give option to choose which doctor we want to see

This is absolutely the worst service. The app is impossible to navigate and customer service impossible to get in touch with. Emails and calls aren't responded to.

Here's a summary of the absolute nightmare I am dealing with

29 July - Booked first appointment for 9 Aug
9 Aug - Appointment
27 Aug - Got the referral letter (for a dermatologist)
31 Aug - Used referral
Sept - Referral denied and sent back to GP But no communication from eMed
Mid- Sept - contacted eMed and got no response
8 Oct - contact eMed customer support again
23 Oct - receive response
4 Nov - appointment for 14 Nov
14 Nov - I'm told that this isn't the correct appointment so I need to book another appointment. The app shows no appointment till Feb 2025

What should one do in this scenario?! They should have spent money on actually improving services instead of rebranding themselves to eMed 🙄😉

Used to be really good until Emed took over. Needed an urgent appointment last month, couldn’t get an appointment for 3 weeks then had to wait another 2 weeks for a face to face appointment. For the past 5 days I have been trying to book a gp or nurse practitioner appointment and there are none available all the way up until Feb?!? The chat service is an automated robot and there is no option for live chat with a person anymore. I have multiple chronic illnesses and found this service good before as I could get appointments quickly if l needed. But now it’s as if I have been abandoned. I am going to be writing a complaint as this service is just awful and should not be allowed.

Quite simply the best example to provide Wes Streeting with a reason not to let private health care take on NHS services. Exceptionally poor service in booking appointments since Emed took over in 2023, weeks to even speak to anyone let alone a gp. After weeks of waiting a call with a practice nurse lead to me receiving a message to book a face to face appt. When I used the link I was told no appointments were available and to either email (I did and received no reply in the next two weeks) or call. I managed to speak to someone eventually only to be told that there were no appointments this month and they could not book anything later as the system was being changed on 2 December. When I asked to speak to a manager i was told they do not take calls and there was nothing that could be done.
This is what happens when a health service is sold to a provider that only cares about profit - there is no surprise that there is an option for their weight loss programme (paid for) before the NHS option when you call them.
An absolutely abysmal service which has got worse and worse since emed took over.
The NHS should be ashamed to be in collaboration with this company

Gp didn’t turn up and there was no way to contact GP at hand to rebook the appointment. The chat service was automated and unable to help and the phone line had major delays and didn’t have an option to discuss appts missed by the GP.

I will likely be changing drs services following this.