GP at Hand Avis 

Has gone from amazing to awful in the blink of an eye.

They got rid of the app and moved over to the GP at Hand website, with ‘smart triage’ system, which simply offers you telephone appointments days or weeks out. Utterly useless if you’re actually ill and need to see a doctor. Then you call them, sit in line for ages, and they send you a link where magically they have more telephone appointments. But their phone system doesn’t work so half the time the call drops and you have to start the whole nonsense over.

Suffice to say it is impossible to get a face to face appointment, despite NHS England saying they are obliged to offer one unless there is a good clinical reason not to.

This service needs to be shutdown, its mismanagement will lead to a serious health problem or death for someone eventually through their sheer incompetence.

Once a great service ruined by recent changes. Another example how to ruin a good thing. Don't bother, it is an utterly frustrating and unhelpful experience.

Don't bother registering. Since the change last year it is impossible not only to get an appointment but to even do a routine prescription review. What used to be a 5 minute phone call is now an endless exercise of going around in circles.

Absolutely Disgraceful!

Dont even think of registering with these guys.

No Appointments, No Service whatsoever!
The telephone line is apparently to provide help and guidance, which just directs to the website to fill in an admin query.

This this should be shutdown.

I am filling a complaint with NHS Ombudman.

A part from them not being able to give me a simple medical certificate (for which I waited weeks), they are a good GP. In the end I preferred to cancel my private medical insurance because they required my GP to provide medical certificates and my GP would make me wait ages.

Awful service! Requested a form that my insurance company has requested for a private consultation (as the NHS service was ridicolously slow). The form would take literally 2 minutes to be filled out and signed by my GP. It's been a week and still nothing. Called twice to check the status and nobody knows anything. I have been suggested to make an appointment and have the form filled but the person who eventually called me for the appointment was not a GP and said she couldnt do anything about it! Switching to local GP immediately.
Avoid at all cost this service. Useless!

I've been with NHS GP at Hand since the start. When eMed took over the services plummeted. Now they've ditched their app (the last working part of the service), it's over.

The new app and online site are useless. They're often 'closed', and when they're open the decision-tree 'Smart Triage' is impossible navigate if you need timely healthcare.

When by luck I manage to reach the booking screen, I get kicked out as "unrecognised email address" and told to call a number that's never available.

I've had to use a private GP service twice already this year (vertigo attack - so initial meds then follow-up meds).

It's over. GP at Hand is finished.

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.