GP at Hand Avis 

Appalling- impossible to make an appointment and the “smart triage” system just asks a series of irrelevant questions. When I contact the practice they simply refer me back to the smart triage. Useless.

Abysmal service which the Care Quality Commission should reinspect as a matter of urgency, since the quality of care has plummeted so much in the last few years. I have been with GP at Hand since it was under Babylon, then eMed, and now the NHS, and each year the patient safety levels have gotten worse and worse.

I have finally pulled the plug and registered for a local, physical GP practice following GP at Hand mishandling my blood test samples and losing my ECG results.

The administrative staff are not fit to be in the healthcare profession, they do not care one bit if you live or die, they just want to sit on their phones and avoid speaking to patients. When I asked two different members of staff about my mishandled blood samples and my missing ECG results, I got a "computer says no" type response with no solution.

Unless you have the time and energy to advocate for yourself over, and over, and over again in order to receive a barely satisfactory level of care, do yourself a favour and avoid GP at Hand like the plague.

terrible service when it came to doing a basic health check, rude healthcare assistant who took wrong measurements. Avoid doing an MOT with them

I strongly advise anyone considering GP at Hand to think very carefully before signing up. My experience has been consistently negative and deeply concerning.

Access to actual GPs is extremely poor. Getting to speak to a real GP when you genuinely need one is incredibly difficult, and care is fragmented across different clinicians who clearly do not communicate properly.

I have been repeatedly given incorrect information about prescribing rules and NHS regulations, including being told things that are simply not true. These errors directly affected my care and caused unnecessary delays and distress.

Despite being on long‑term medications for years, GP at Hand refused to put them on repeat prescriptions without valid medical justification. Instead, I was forced into a completely absurd system where I had to speak to physiotherapists who cannot prescribe, only to then need multiple additional appointments every single month before a GP would eventually prescribe the same medication anyway. This is inefficient, illogical, and clearly designed to shift workload rather than provide care.

Medical records are not handled transparently. After discussions with clinicians, entries were later added to my medical record that directly contradicted what was actually said, without informing me. I also discovered that my case had been discussed with other clinicians without my knowledge or consent, which completely undermines trust.

This service feels more like a bureaucratic obstacle course than a GP practice. You are bounced between clinicians, misinformed about your rights, and left to chase basic care that should be straightforward.

Overall, GP at Hand has caused me significant stress, delays in treatment, and loss of confidence in primary care. Patients deserve honesty, continuity, and access to qualified decision‑makers — none of which I have experienced here.

I would not recommend GP at Hand to anyone, particularly those with long‑term conditions, disabilities, or ongoing medication needs.

Absolute waste of time. WON’T prescribe any acute medicines but ALSO WON’T prescribe any repeat medications. Literally just had the ‘customer service’ woman at AXA say their only function is ‘to refer to specialists for example with hip pain or a skin thing’. Taking people’s money and not taking any pressure off the NHS system or providing any clinical care.

Discusting place not fit for humans doctors are not even qualified waste of time and money

I've experienced two doctor appointments with this practice over the last couple weeks. On both instances it was obvious that they could care a less about me and I had to jump through a lot of unnecessary hoops to get treated. I will be finding a GP elsewhere ASAP!

I got a message from my GP asking to book a followup appointment with her - and it seems impossible to do!!!
My message (calls or through RapidHealth) keep being dismissed or poorly handled... there seems to be more importance made to rapid handling, rather to actual care and problem solving. Despite use of digital platform, everything seems to be done to make the patient experience more difficult...

Utterly incompetent handling of a basic prescriptions admin issue. I clearly explained why there was a gap in my ADHD repeat requests (flexible use agreed with my psychiatrist, including not taking it at weekends). GP at Hand either didn’t read or didn’t understand the message and then escalated it by contacting my specialist asking for a new shared care agreement “with the dose I mentioned” — something I did not request.

The result is I am going away on holiday tomorrow and will not have my medication for my holiday purely because of incompetent handling from GPatHand

When you’re dealing with controlled medication and shared care, this level of carelessness is unacceptable. It created unnecessary stress, unnecessary specialist admin, and it makes the service feel unsafe and unreliable.

I needed an urgent Doctors appointment as a follow up to having to go to A&E. That appointment needed to happen within 7 days of my visit to A&E, and was told by the A&E doctor that had to happen. Despite emailing and messaging multiple times I was refused this and my poor health relapsed within a matter of days, leading to another A&E visit and another month extra recovery. My situation was immediately time dependent and I was left with no option but to book an appointment 4 weeks later than the A&E doctor required and I ended up with a huge hassle having to find urgent treatment elsewhere using NHS111, private services and multiple other doctors.

This is an absolutely abysmal and unsafe NHS practice in my opinion and quite frankly, don't risk your health being listed here. Their processes are unsafe, their triage is unsafe and they seem to put profit over patient safety. I left and have since joined a local NHS practice and the difference is incredible.

I was there at the start when it was Babylon and I LOVED it. The idea makes so much sense - let people go to where they can be seen, rather than waiting for one specific GP to have a time slot. Unfortunately it's now the worst shit show imaginable. I waited TWO YEARS for a simple ultrasound referral and when I finally got to attend the appointment (feeling like I had won the lottery), the doctor asked to see the results of an ultrasound I'd had done privately in 2023 and didn't even bother to do one for me on the day. She offered me several options including surgery and promised to schedule a follow up within two weeks, but as always with GP at Hand, it's radio silence for over a month with no way to contact anyone, and I have no doubt I will never hear from them on this again and will have to start the whole process over elsewhere. Hate this service so much. Oh I also had a prescription from a private GP that they were supposed to take over, but because they will only fulfil a prescription if it is less than three months from issue, and they take five months to one year to do ANY ACTION, OF ANY KIND, the prescription keeps expiring so I keep having to get it reissued from the private doctor again at a huge waste of time and money. There are not enough words in the dictionary to convey how much I hate GP at Hand. They really should be shut down, for the health of the nation.

They used to be really good when they were Babylon, but since the change over and new triage system the patient care is non existent. The triage system is clunky and has only a very few, pre-set options for 'symptoms' so for most issue you are out of luck with no way to describe what the actual problem is. Takes weeks to get an appointment (which will only be by phone), no choice of who you see, no way to follow up on previous appointments or on-going conditions. Referals do not actually work and you are left chasing and chasing and going nowhere, all while you get sicker. Very dangerous neglect of patients needs, and horrible attitude.

used to be good when it was babylon now its emed hopeless
admin are hopeless and unhelpful
nhs app is useless too
avoid dont register with them

This service should be called No-GP-at-hand. They used to be decent. The past couple of months you genuinely cannot get through to a gp. They have stupid triage system that will give you nurses pharmacists and physios but NOT GPs. It really should not be advertised as a GP surgery as they don’t have those at hand at all. And you have to wait for an appt with someone else only for them to refer you to a GP, waste of time, energy, having to explain your symptoms a million times to different people. Stressful. Their admin team doesn’t always give you accurate information. When I complained about their triage system they came back with some bs justifications, taking no accountability for failing to actually get you through to a GP.

This service is an anti health service. You can never get appointments. The app just flat out blanks you and tells you nothing is available. How is that possible? Do you mean that all appointments infinitely far into the future are booked? Or is it just that the service is so low quality it refuses to offer you anything? Clearly the worst health service in the country

I joined GP at Hand in 2020 and at first it was excellent - same-day appointments were often available and their app made booking simple and efficient. Unfortunately, the service has steadily declined and got even worse after it was taken over by eMed.

They scrapped the original app and replaced it with a clunky, poorly designed booking system. It only lets you pick from a very short list of predefined “symptoms”, with no free-text option and no way to request routine appointments such as blood tests, medication reviews, or long-term condition check-ups.

This system is especially unhelpful for people who need ongoing GP input but don’t have new “symptoms” to report. Even basic medical requests can’t be submitted without forcing you into an inappropriate appointment slot with a random clinician type of their choice (usually a nurse).

When I contacted admin, I was just told to use the same flawed system.

I’ve now moved to another surgery and couldn’t be more relieved. Save yourself the stress and register elsewhere!

I watched this service go from being the best thing ever so an absolute shit show. When it first started as Babylon back in the days this was amazing. Now it’s just embarrassingly bad. Imagine everything that could go wrong happening. Even when you book a telephone appointment the doctors dont even ring you.

Hard to get appointments. no continuation of care. Very hard to talk to the same person.

Discusting GP surgery. The reception staff are rude and abrupt. Clearly don’t like their jobs. Sack them they are ruining your business.

Stay very far away. Unfortunately I have watched GP at Hand get worse and worse from great to absolute shit over the years. From terrible receptionists, to terrible online admin. They even have horrible “doctors” (although it seems she is not a doctor” who lack empathy, knowledge and manners such as Tina Osikoya (while being very unwell due to symptoms related to my PREGNANCY, she gaslit me, invalidated my concerns and essentially bombarded me with work related questions almost as if to try to negate me from taking time off sick despite being very unwell and immobile (which also was none of her business nor is something that even work occupational health would not do) alongside her clear lack of compassion to the point i felt silenced, upset and literally attacked, this led me to cry during the phone appointment. I complained to GP at Hand admin about her mannerism and NOTHING was done, said or even acknowledged.

To make GP at Hands service even worse, they have now made it difficult for patients to even book an appointment with someone, bow you need to complete a form and then have admin send you a link (a link btw which does not have many available slots, sometimes NONE and even expires quickly to which admin ask you to do ANOTHER form). It is clear that GP at Hand are beginning to fail patients more than local GPs and rotting away. Sad tbh considering 6-7 years ago, they were SO good.