GP at Hand Avis 

When it was Babylon Health and when using the eMed app it was really good although over the last year appointments have been getting much harder to get and normally you need to wait a few weeks to get an appointment with a GP. Several years ago you could get one next day easily. The conversion to this website version is just completely unusable and there has been zero help transitioning over it's literally just go to this new website and good luck. You now how to go through a triage multiple choice website which many layers to even get to the point where maybe you could get an appointment in a few weeks. They don't answer their phone line at all. I would strongly recommend if you value your health not to sign up to this as it's not even attempting to provide anything like a usable GP service which is a shame as it started out really good but now I'm leaving and going to a different GP service.

very bad. all they know is to take money out of nhs with no moral compass. their new triage system is a complete crap

Babylon was Fab. E-med is absolutely horrible. The new appointment request system is terrible. Considering leaving all together

I have been a patient for many years but since profit was put before care the service has become risky and unsafe

I would recommend if you have complex physical health needs or acsessabity needs this service is not for you

I made an appointment Monday 9th and Tuesday 10th December but recieved no calls
See below the responses from GP.below

9 December 2024

GP at hand (General Practice) - Mrs Saleha Harris (Pharmacist)

Note - Audio call x 4 - goes straight to EE voicemail

10 December 2024

GP at hand (General Practice) - Kaniz Zaidi (Pharmacist)

Note - History: Rang 4 times- all calls no answer. All calls rang straight to EE voicemail

One day maybe genuine 2days is just lieing.
I have called as suggested the 9th December I was on hold for an hour on the 10th December o am still waiting on the telephone for 30mins know

This is not a GP service this is putting barriers and obstacles so we go to accident emergency urgent care . So GP AT HAND can pull resources to their private service emed as they get more money.

I have begged the GP to give me a letter stating they cannot offer me care so I can go to another GP but they will not .

I raised my concerns to ICB Who regulate GP but they do not care either .

I beg everyone to to write about their experience I cannot be the only person who is experience unsafe practice

Very easy and efficient, however waiting times are still fairly long for a video call.

GP was a no-show

I agree with the below user who cites how convoluted the new process is to book appointments. When I finally did book an appointment the GP was a no show.

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