GP at Hand Omdömen 

The most difficult doctors to get an appointment with. They go through a third party to actually book appointments and you can never get one! • Go on their website - can’t book appointments
• Literally search their name and book appointments - can only register to join them
• Finally get to the page - only phone appointments at stupid times like midnight to 6am
• Get asked to book a follow up in person appointment via link - you can only book a phone appointment!

The worst! I’m leaving them and finding somewhere better

The concept is excellent but it’s delivery is shockingly poor. The GPs are wonderful but the management atrocious and admin staff understandably miserable. I had a blood test and was told I needed to repeat it but in order to do so I had to make an appointment which wasn’t easy but GP I spoke with was excellent. After the second blood test I was sent a link to make an appointment. I clicked on the link within 10 minutes of it being sent and was informed no appts available and to call. On choosing the option for appts I was informed to make an appt online where no appts are available. It’s all very kafkaesque as well as a waste of time as the system is broken.

While it’s quick to get appts, the hospitals which you are referred to are all West London. Had a really bad experience with a Blood test today, nice lady but really painful and she was inexperienced and couldn’t complete the test

I’ve been waiting over 3 months for eMed to grant me access to my daughter’s account so I can manage her appointments. Despite multiple follow-ups, nothing has been done. This delay is unacceptable and makes it extremely difficult to get my child the care she needs.

To make matters worse, I booked an appointment for my younger daughter today with Dr. Maxwell Madondo, but he never called. I wasn’t informed of any cancellation — I just received a text telling me to book a new appointment. No explanation, no apology.

This is an appalling level of service. My children’s healthcare should not be treated so carelessly. eMed, you seriously need to improve your communication and take accountability for these failures.

Requested a referral, which denied because the GP is spoke to, Emma Madondo, entered completely incorrect information into my GP appointment notes. They will be to blame if something happens.

I'd give a negative mark if I could!
I herniated a disc in my back, was told it would be 6+ months to get an MRI to diagnose it, thankfully I have private insurance so they gave me a referral, I saw a private neurosurgeon and had an MRI the next day, had procedures done privately. Then I just needed GP At Hand to issue the prescriptions advised by the neurosurgeon.

You get forced through the "smart" triage system, because its a back issue they setup a call with a physio, I do the call with a physio who only then refers me to a call with a GP, the GP then says they've not had the letters from the neurosurgeon uploaded into their system so can't help until they get them, my neurosurgeon had sent them the letter, someone just hadn't uploaded them at GP at Hand, so I get the letters myself - there is no way to upload them. I have to go through "smart" triage again, talk to a physio again, who sends me a link to upload the files and sends me a link to book an appointment with a GP. Finally get an appointment with the GP, who can only issue 4 weeks of the prescription, not the full 10 week, fine, they say call back in a month. Go to the "smart" triage, can't get an appointment until I answer the questions inaccurately just to speak to a GP. All this for a diagnosed condition, with a clear prescription available to them. So much time wasted for me and so much of their medical teams resources time wasted!

Genuinely terrible. I moved back to the UK and needed a GP. I thought these would be good because virtual appointments etc. They are absolutely awful.. I requested a letter stating my disabilities so I could get what I need. They declined saying they have no knowledge of it. After filing a subject access request i found out that my NHS records had been lost. Took them a couple of months to find them. Asked them to do a letter again on 14th June, paid the £30 on 20th June, I've called them only to be told I need to get in touch online. When I get in touch online they say they are "looking into it". Last heard from them four days ago. How hard is it to write a simple letter stating someone's disability and access needs? DO NOT USE THEM..I will be changing GP as soon as I get my letter or my money back!!!

Horrible experience: It used to be ok but over the past year it has become extremely unreliable.

I recently had an issue where my physiotherapy treatment (after an accident) was delayed by 4 months because I couldn't get a simple form to be completed by GP at hand

Context: Given how bad my experience has been in the past year I got a private insurance. 4 months ago, I had a ski accident and needed physiotherapy for my knee (no prior issues).

In order to approve treatment, my insurance company needed a confirmation from my GP that there was no preexisting condition (normal process). All GP at hand needed to do was check my record and complete a simple form to confirm I never had any issues with my knee.

It took 4 months to get the form back.

About 2 months after submitting my request they told me they were outsourcing my request to a third part company called Medi2data that would handle this. I had to pay them about £50 and over 6 weeks later they finally came back with a report. This is something that should have been a simple administrative task and that might have long lasting consequences for me given the delay in treatment.

The whole experience was extremely frustrating, especially the lack of help when calling support to get updates or some visibility into the timeline. The whole experience was extremely impersonal.

Overall I do not recommend GP at hand.

Awful, I ve been deregister from this practice, ny thier management team , because, apparently I'm too disabled for them.

Translation. You are a potentially high cost patient, I require insulin monthly, type 1, but a low value in terms of income to the practice.

So,the clinical staff are fine, but apparently I m a financial burden on the practice.
Paid 40 years of tax and national insurance, still at work.

6 years a patient they still cannot give my medication on time causing me pain anxiety & stress l am only with them because of my mobility issues its that bad, last week friday 23rd l spoke with dr simon maret to make sure l get my medication on time for the friday 30th may l explained what l wrote here all l got from him is l will tell the pharmacy team showing weakness & no power l was right l did not get my medication on time l phoned they said l have to wait untill 12.00pm meaning l have to go through pain unnecessary which all week l have tried to avoid how useless they are, lets see what happens next week l will update

I’ve had multiple appointments cancelled last-minute (even while at the clinic), wrong referrals, no follow-up on abnormal results, and rude staff. I’ve complained several times and nothing has changed — so I’ve now escalated it to the NHS board. This is not a safe or trustworthy service. Avoid if you need reliable care.

I was with Babylon , then babylon was sold to Gp at hand , then was sold to emid , all htese closed down and was told to use the NHS GP at hand , when i login to book a GP appointment it forward me to GP at hand which is them which is closed hahahh , what a complete waste of tax payers money. Cannot book appointments , i have no clue who is my GP , thanks God iam a healthy tax payer ''idiot'' who does not need this service much .

Cannot book a simple GP appointment. Company is in total shambles. This is the reason why patients pass away because of pure company operational, IT, employee incompetence and lack of accountability

Really terrible system which yet again demonstrates the NHS don’t get digital. The fact that the service is provided by a private company is appalling. No ability to speak to a person and the app / GP at Hand system doesn’t seem to communicate.

Mixed Experience at GP at Hand NHS Clinic, London — Modern, but Poorly Thought Through

While GP at Hand boasts many 5-star elements — sleek facilities, chilled complimentary water, and streamlined clinical processes — certain "modern" aspects cause unnecessary frustration and embarrassment.
The clinical staff are 5 star rate.

Upon arrival, patients are greeted by a single registration terminal where they must enter full appointment details, date of birth, and the clinician’s name from a long and busy list on-screen. This process is exacerbated by poor mobile signal and the absence of a dedicated NHS WiFi network, leaving many unable to check crucial details at the most important time. This happened to me half a dozen times this year alone.

After queuing for this solitary check-in point (sometimes with others visibly confused), you're left hoping you got everything right. Receptionists are difficult to engage with — separated by a speaker system that feels both impersonal and frustrating, especially when you're forced to speak loudly about private matters in public. They are rarely warm or helpful, and asking for assistance can feel like you're being a nuisance. Plus it didn't help when the receptionist wasn't friendly - zero smile and without being busy, she seemed frustrated already!!!

Worst of all, complaints appear unwelcome. Patients naturally worry that speaking up might affect their care or standing with the GP.

In short: while GP at Hand may look and feel modern, it sacrifices approachability, warmth, and basic convenience — ironically making some patients feel more isolated and uncomfortable in what should be a caring environment.
Hope they get this sorted before I come down for their CQC Inspection:))

I think that you will be surprised by the service you will get from this practice. It has been a little rocky for me, but even though, it was mostly good for the last few years. It's a bit confusing as to what this practice is, but it seems to be the old Babylon Health, that then changed to Emed, that is now GP at Hand. My last two appointments I was able to get on the same day. I was able to get a sensible doctor, that listened to me and gave me what I needed. These online systems are surely going to have teething problems, but for me, it seems that the signs are so-far-so-good. I would like to wish them well, because the service really was good and efficient, and if it can stay like this, then it is good for everyone. Here's to being able to get a same day appointment with a doctor and an efficient consultation with minimum waiting. Please keep up the good work and I hope that you go from strength to strength. My only gripe, I got confused by where to book my appointment, and was trying for ages to book it on the NHS website. But, in fact, you need to book the appointment on their own website.

I can't add the link, but it is a GP at hand smart triage page. If you search for it, you will find it.

Every time you book an appointment, you need to go through a triage. That can seem tedious, but, if that's the way it has to be, it's fine with me and I will get used to it.

The worst online service provider and shocking customer service by phone . I don’t know if it’s the same person I have the misfortune of getting through to each time but I am always met with low level hostility and a defensive approach. It’s always my fault which it never is . A review of the technology they are using needs to happen immediately along side retraining for those who answer the phone who seem to be unaware of the problems their patients or service users are experiencing.

The worst company to work for. I was employed by the company as part of the membership team. Management were awful bullies. I was so depressed on a daily basis and my other colleagues felt the same overworked underpaid, penalised and berated. Now their going by a new name EMED probably still treating people like something at the bottom of their shoe. Service users were constantly lied to on an embarrassing level. I can be here all week talking about them, but I won't waste anymore of my time.

I would not even give it a one if possible. The service is ridiculous.. I have no way of getting through to a GP even though I’ve phoned them up and requested that I speak to a GP and ask them how I can do it. They just tell me that I have to do it online but if you do it online you can’t get through to a GP. They send you through to a Mrs so-and-so or Mr. Sewing so who isn’t actually qualified at all I have never been able to speak to GP through this. I have asked for several referrals which have already been in the system from my previous GP and they have been unable to make the referrals for me. This is my worst nightmare. I have lots of medical problems.. I’d like to point out that I didn’t even sign up for the service. I was just investigating various alternatives to my local GP practice cause they’re not very good, saying that my GP has always been good there it’s the administration which is extremely poor. I looked at about 10 different online GP services and this is the only one that contacted my GP got all my files and move me completely from my GP’s practice without me even knowing I have a visual impairment and I can’t actually do online stuff so this service is completely useless to me but I don’t have any choice choice because I’m signed up with them. They are absolutely appalling appalling appalling do not join them. You will never be able to speak to a GP. I put in a Right To choose request for an assessment which has already been confirmed by my previous GP that I need the assessment and they already referred me to someone but the weight is six years long.. it’s a really simple referral. I sent them all the links everything they simply need to get in contact with the provider but they have failed repeatedly. I’ve been phoning every day and it’s the same old story it’s being worked on referrals take a very long time well that’s a good reason to stay away from GP at HAND. I never had this problem with my previous GP which they stole from me. My GP made my referrals immediately. It’s the waiting time that takes a long time which I accept that that’s gonna happen on the NHS but not just doing the referral that should be taking no time at all especially when it’s a simple just contact them and give them my details. They don’t need to write a long letter. It’s already been dealt with. If you wanna speak to a GP, stay clear. I don’t know how anyone would benefit from this service. I would just like to reiterate what other people say but you get put through to people that you’ve waited for the appointments they contact you and then they say they can’t help you because they’re not qualified or they can’t do this and they can’t do that what is the point of this? What is the point of it?