GP at Hand Reviews 

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Used to be a great service but now it takes a week to do even a simple prescription refresh

If you don't have enough staff your service won't ever be much good .

Used to be great but it takes weeks now to even get a phone appointment. I was then left waiting for an hour past my appointment time which messed up my work schedule, and then I was told we ran out of time (10-15mins) and got rushed off the phone before I got the help I needed. I was sent an invite for a follow up appointment and that’s now another month away - just an absolute disgrace

Great & convenient service

Robotic bored

I would like to complaint against eMed, the former Babylon GP at hand, and my current health care provider.

Previously, it was mainly an efficient run service, but after being acquired by the American company eMed, everything changed for the worse.

Some of the wrongdoings I have experienced are as follows:
Asking for a call back when in the phone queue, and after they ring just once and hang up.
More than an hour and a half waiting for my call to be answered.
Try to book a GP appointment in the app but there are none for longer than two months.
Have an appointment cancelled for no reason and not being offered a replacement.
Requesting them to fill out a disability statement for Student Finance and never receiving it back.

Used to be a good service when it first launched, but is now useless. Typical waiting times of around 2 weeks for all appointments. Clinicians usually late - often by up to an hour. App triages appointment by type - but this constantly results in you speaking to someone who says you need to be referred or to discuss with someone else as they’re not qualified to help. They have misplaced referral letters from consultants on more than one occasion resulting in gaps in taking required medication. Huge amounts of admin involved to resolve any issues. No continuity of providers meaning you are always going over the same background as they never read the notes.
Been using for 6 years but will be going back to traditional local GP as they cannot possibly be worse than this option.

After waiting for my appointment to begin, I received a message from the service saying that they were unable to connect to my pharmacist. I was in the process of rescheduling my appointment when my phone rang and the pharmacist arrived. It sounds like they were getting in the car and they sounded a little harassed. Despite this, the pharmacist gave me good advice and prescribed my medicine quickly.

Overall, of the appointments I’ve made via the app at least 50% have been cancelled or so delayed that the app cancels the appointment. A shame because the service is supposed to maximise convenience but the opposite is actually true.

Not great
Seemed the doctor couldn’t be less interested in my case and forgot to send my prescription

Amazing experience! When people say the NHS is broken GP at hand shows me things can work extremely well!

I was seeing today by Dr Irshad Hussain, he's an exllent doctor, and kind human being, thoughtful, and caring. Please thank Dr Irshad on my behalf.

Good customer service, quick turnaround, the clinician was running late though

The customer service for GP at Hand has fallen to the point where it is essentially unusable. You have to use the chat in the app where the typical wait is 30 minutes. If you set a reminder say to come back into the app after 25 minutes typically you will find that it wasn't 30 minutes after all, but say 20, the agent has appeared not found you and signed off. What to do but go in again, wait another 30 minutes, but now check back every 2-3 minutes to see where you stand in the queue. Absolutely hopeless

Swift and to the point

on time
professional Dr

Took a long time to get an appointment. Despite havign the issue foe a month already I was told to come back if I still had it in another month (assume it will again take a long time to get an appointment) so overall not very helpful

Very easy to use service from the comfort of your home. Would highly recommend.

I had a disappointing experience with the Digital GP at Hand service. My first appointment with Rebecca was delayed by 30 minutes, which was already frustrating. There were issues with the video connection, so the entire interaction felt impersonal and disjointed. Although she was polite, for an urgent issue, she only provided a link to book a face-to-face appointment—scheduled for three weeks later, which is completely unacceptable for something requiring urgent attention.

I hoped the next appointment with Nazia would be more productive, but it was equally unsatisfactory. She only partially addressed my main concern and ignored a more pressing issue, simply sending me another link to book yet another appointment, again with a wait time of 2-3 weeks. This lack of attention and delayed care has left me questioning the effectiveness and reliability of this service for urgent healthcare needs.

The experience was great as always. Happy with this service.

Thanks for your interest.