E16 Health - Pontoon Dock
Pontoon Dock, Royal Wharf, North Woolwich Road, London, Greater London, E16 2THContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Worst practice
Rated 1 star out of 5
by Saira sardar - Posted on 13 March 2023
Absolutely disgrace of a practice No system No way to make appointment Only way to make an appointment is telephone call.but when u het through after 1:48 minutes today no appointments Available today or rest of week
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 14 March 2023
Good morning, I do apologise for your recent experience with the Practice. When booking appointments we have a different options available. We have pre-bookable appointments available which are on a first come first serve basis. you can also use Dr IQ to put through an online consultation that can get passed through to a clinician for you to be contact the same day. Unfortunately there are no details for me to look into your wait time. I do apoloigse if you had a long wait time this morning, we are experiencing a very high number of calls at the moment at 8am and we are trying our best to support with this by increasing the number of receptionists we have in the morning answering the calls. If you wish to discuss this further please do contact the Practice on 02081042222 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health
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Review titled Impossible to book an appointment
Rated 1 star out of 5
by Anonymous - Posted on 13 March 2023
For several weeks, I have been trying to book an appointment with no luck. How is that possible that there 30 people in the queue while calling at 8am as recommended by the receptionists? Why are there no prebook appointments available
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 14 March 2023
Good morning, Thank you for the time to submit your feedback. I do apologise you have had issues with getting appointments at the Practice recently. We do offer our patients prebookable appointments but these are limited availability and on a first come first serve basis. We are trying our best to offer as many appointment opportunities as we can to our patients to speak/ see our GP's. If you would like to discuss this further please do contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health
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Review titled Awful - Can't get an appointment
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
Really stressful experience which is not what you need when not feeling well and need to see the doctor. Been trying to call for a week now and just can't get through. Every time need to see a doctor it's the same, frustrated and exasperated and don't know what to do to be able to see a doctor.
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Good morning, I do apologise for the recent issues you have been having with the Practice. Appointments are very high demand at the moment and we are trying to support patients the best we can. We also have our online service available DR iQ for patients to put through online consultations that can passed over to the GP. We do offer pre-bookable appointments for patients on a first come first serve basis. If you wish to discuss these issues in more detail then please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Really poor
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2023
This practice is clearly overstretched. As others have said here, it is almost impossible to get an appointment. Over 2 years with this surgery this has always been the case. Can you let us know what is being done to increase the capacity of this surgery?
Visited March 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feedback for us. We are constantly trying new ways to improve our appointment system. We offer enhanced access services which allow for our patient to be seen early morning and afternoons on the weekend. This is an extra service we are providing. We also are looking to redesign Dr IQ to allow for more access to the Practice and free up more appointments. If you would like to join our PPG meeting to help improve our Practice for our patients please speak with the reception team who will be able to support in getting you joined. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Terrible booking system
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
Can never get an appointment even when you call at 8am like told you can't get through before 10am to be told no appointments left, it's ridiculous what happened to prebookable appointments!!!!
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Good morning, We do apologise for your recent experience with booking an appointment with the Practice. We do provide pre-bookable appointments to our patients but these are limited and are on a first come first serve basis. We also offer our online service to our patients to put through an online consultation that can be passed through to our clinician to deal with the patients query. If you would like to discuss these issues further please do not hesitate to contact the Practice on 02081042222 and ask to speak to myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Worst gp practice
Rated 1 star out of 5
by Anonymous - Posted on 22 February 2023
They never have any appointments available even if you would start continuously calling from 7:00, at 8:01 when you’ll get through you’ll be 20th in the queue and as result no appointments available. If you walk in or call and ask for an appointment for any available day, in weeks/ months, anyway they will tell you that there’re no appointments available.. This is ridiculous!!!
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 15 June 2023
Good afternoon, Thank you for taking the time to leave feeback for the Practice. I would firstly like to take the time to apologise for your recent experience with getting through on the phones. We try our best to answer the calls as quickly as possible and we now have more receptionists on the mornings to make sure we can get to our patients in a timely manner. The Practice does not open until 8am so the phone lines do not open until then, if you have been calling before this time you will not be able to get through. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100. Kind regards, Alfie Sleap Practice Manager
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Review titled Two appointments cancelled for no reason
Rated 1 star out of 5
by Mihail Giurgea - Posted on 20 February 2023
My baby has been scheduled for immunisation on 31 january. While we were waiting at Pontoon Dock, the receptionist called us and told us that the appointment was cancelled because the baby was "too young". This made no sense because she was 9 weeks old and the appointment had been arranged by a doctor. They arranged for another appointment on 20/02. Today 20/02 they cancelled again for "unforeseen circumstances". We received the SMS while on our way to the practice. They didn't even bother to call. I received a message from the NHS that my baby is now overdue vaccination.
Visited February 2023
Review titled E16 Health - Pontoon Dock
Replied on 08 March 2023
Dear Mr Giurgea, I would firstly like to apologise for your recent experience with the Practice. At the time of your first appointment on 31/01/2023 your child was 7 weeks and 6 days which is too soon for the child to have their first vaccinations. They need to be 8 weeks. I do apologise for this being incorrectly booked and this has been raised with our clinical and admin team. In regards to your appointment being cancelled on 20/02/2023 at short notice, this can happen at very short notice from when the clinic is about to start. In order to get through tour patients we text the patients to make sure they are aware as soon as we can. We have now discussed with our staff that if a clinic is to be rescheduled at short notice, we offer the patients an alternative appointment in the text message and allow the patient to respond. If you would like to discuss this further in more detail please do not hesitate to contact the Practice on 0208 104 2222 and ask to speak with myself. Kind regards Alfie Sleap Practice Manager E16 Health Albert road and Pontoon Dock
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Review titled Poor service
Rated 1 star out of 5
by Shani - Posted on 05 February 2023
I’m currently 6 months pregnant and i’ve been struggling to get in contact with a midwife regarding appointment changes. I’ve left a voicemail with my name and phone number & i still haven’t got any contact back. From my december appointment, i was tested and was asked to contact them if i haven’t received my results within two weeks. I did give it time as there was the strikes going on but till this day, 5th of February, i still haven’t received anything. It is a bit of an inconvenience as this is my first child, and my first experience and i never felt so alone in my pregnancy.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, I do apologise you have been having issues with your appointments to see the Midwife. Unfortunately this is not something that the Practice deals with as the midwife team is through the hospital. If you would like to discuss anything else please do contact the Practice on 020 3040 0100 and ask to speak to myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Absolutely horrible receptionist, very bad behaviour
Rated 1 star out of 5
by Anonymous - Posted on 07 January 2023
Tried calling the practice to say I would be 5minutes late maximum, no answer. I arrived and the receptionist had a very bad attitude. If I knew her name I’d put her name here. She should not be working here. Shouting at me telling me i should of called, she had a very very bad attitude and even told the doctor to go away. Appalling. Very very angry with this woman. Train Your staff on how to speak to patients. If I have to deal with this receptionist again I will teach her how to speak to people. Ridiculous that you have employed this waste of space.
Visited January 2023
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I would firstly like to apologise for your experience with a member of our reception team. Our reception team undergo training for customer service and how to speak with patients in the correct way. I do apologise if you felt the customer service you received was not good. I would like to look into this further for you. Please do contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 09 December 2022
I moved to this surgery hoping to have a better experience than my previous one but it was even worse . Their app system is terrible and only allows you to make consultations for a few medical issues which means you can only make appointments by calling. And even then you have to wait several hours to be told you can’t book appointments during the week at anytime, only at 8am making it’s impossible to get through to the surgery.
Visited December 2022
Review titled E16 Health - Pontoon Dock
Replied on 16 June 2023
Dear Patient, Thank you for taking the time to leave feedback for the Practice. I do apologise you have been experiencing some issues with booking appointments. Our Dr IQ is going through some changes at the moment. We are looking at ways to improve the access we provide to our patients. We will be adding more online consultation options for the patients to choose from as well as a having a team of clinicians who will work on Dr IQ throughout the day allowing for it to be open for longer periods of time. Regarding the wait times on the phones, we now have more staff working on the morning shifts to make sure the phones are being answered in a timely manner. If you would like to discuss this further please do not hesitate to contact the Practice on 020 3040 0100 and ask to speak with myself. Kind regards, Alfie Sleap Practice Manager E16 Health