Review Time
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.
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.
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.
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 GPatHandWhen 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 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.
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GP at Hand is an NHS GP practice that works around you. We provide an efficient, trustworthy and caring NHS primary medical service, with the added benefit of a range of digital services.
Virtual GP appointment - See a doctor quicker. Video appointments are available 24/7 on mobile or tablet and often within two hours of booking.
Your choice of clinics - If you need to see a doctor in person, we have five clinics in London and you can visit the one most convenient for you.
Prescriptions sorted - Our NHS healthcare professionals prescribe medicines which you can collect from a local pharmacy of your choice, usually within the hour.
Digital Healthcheck - Healthcheck is a free information and educational tool to help you understand health risk factors, health profile, and lifestyle changes designed to help achieve a healthy lifestyle.
Instant symptom checker - Check your symptoms and get health information anytime using the symptom checker.
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