GP at hand
139 Lillie Road, Fulham, London, Greater London, SW6 7SXContact details and opening times
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Reviews
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Review titled Prescribed discontinued medicine
Rated 3 stars out of 5
by Lynne Abrams - Posted on 16 February 2025
After six months of appointments, tests etc I was finally prescribed a discontinued medication, Tridestra for hormone replacement therapy. I now have to jump through yet more hoops to get something else.
Visited February 2025
Review titled GP at hand
Replied on 20 February 2025
Thank you for your review. I am sorry that you were given a prescription for a brand of medication that was suddenly discontinued a few weeks earlier. The GP who you consulted with was unaware of this change and wishes to pass on her apologies. I am glad to see that this was rectified a few days later and thank you for your understanding.
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Review titled Poor customer service(very rude behaviour), GP services are not tailored to the patient's complex issues.
Rated 1 star out of 5
by Anonymous - Posted on 05 February 2025
Poor customer service, GP services are not tailored to the patient's complex issues. Arguing and not listening. According to NHS standards, the patient has the right to choose a doctor who already knows the patient's complex issues and whom the patient trusts. The support team and/or the admin team deny the patient the right to choose a doctor. Furthermore, when the patient has the audacity to say in a stern voice "This is not true", the support team says the patient is shouting. I can't shout. I have never done that in my life. When people are deaf or have hearing problems, they usually speak louder, which is what the support team or any healthcare should be trained to do acknowledge. A stern voice does not mean shouting. (The support team should know that people who are calling are because they have health problems, and they should be able to assess that the person does shout or has adapted their behaviour to their health problems.) So for me the only option was to speak very silent, in unnatural way. When I said again that this was not true, that I have 80% bad experiences with doctors because they don't know my complex issues and my NHS records does not contain correct information because of this kind of doctors, the support team started arguing at the end of my call when I already said, "Thank you very much for your help. Bye." She kept arguing that I literally had to hang up the phone.
Visited February 2025
Review titled GP at hand
Replied on 06 February 2025
I am sorry to hear of your frustrations. It is very important to us that we work with our patients on the basis of mutual trust and respect. Given your review is anonymous, it is difficult for me to look into this any further, but I would very much like to do so if you would be kind enough to contact us directly with your details.
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Review titled No purpose of an urgent appointment
Rated 1 star out of 5
by Anonymous - Posted on 20 February 2025
The clinic was empty 30 minutes after I arrived, no patients, meaning the doctor had plenty of time for an urgent 15 minute appointment. Instead I was turned away. If an urgent appointment has to be rescheduled or cancelled then that is not the purpose of an urgent appointment by NHS standards. But a regular appointment. Every surgery should have a designated time for urgent patients who are late up to 20-30 minutes. As many hospitals do. They should expect patients to be ill and have difficulty getting to their surgery. Especially when gp services are stretched and clinics are fewer, meaning clinics are not always in the patient's area and patients have to travel.
Visited February 2025
Review titled GP at hand
Replied on 06 May 2025
Thank you for your review. We do ask patients to arrive in time for their appointments, and will do all we can to squeeze people in if they arrive late. However, sometimes this is not possible and we need to signpost people to alternative sources of care if their need is urgent, or reschedule their appointment for another time.
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Review titled No longer 24/7
Rated 2 stars out of 5
by Anonymous - Posted on 10 February 2025
the new system is terrible. I’ve been trying to book an appointment and it’s always closed when I try, even though it’s previously been 24/7 and that’s how it’s advertised.
Visited February 2025
Review titled GP at hand
Replied on 11 February 2025
Thanks for your comments. We have appointments available 24/7 which you can book via our website gpathand.nhs.uk. The booking system itself is open from midnight to 10pm, and will be moving to 24/7 very shortly.
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Review titled complex care
Rated 4 stars out of 5
by Anonymous - Posted on 10 March 2025
My children have complex care needs and are under multiple specialities. I moved to GP at hand due to the quality and skill of the GPs and they were able to manage their complexity. The practice has put in place an emergency care plan for one of the children so that he gets the right treatment in A and E and via emergency services. This is amazing to know that he will get the right treatment if he has to attend hospital in an emergency.
Visited February 2025
Review titled GP at hand
Replied on 06 May 2025
Thank you for taking the time to let us know of your positive experience with our team.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 January 2025
My appointment was on time and the nurse was extremely helpful, patient and gentle. I was very nervous and she put me at ease.
Visited January 2025
Review titled GP at hand
Replied on 17 January 2025
Thanks for your comments, I am very glad to hear you felt looked after and cared for during your nurse appointment.
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 January 2025
Really friendly, welcoming staff. I felt looked after, and they didn’t rush me and answered all my questions.
Visited January 2025
Review titled GP at hand
Replied on 17 January 2025
Thank you for taking the time to let us know of your experience. I am pleased to hear that we were able to meet your needs and expectations.
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Review titled Uncontactable, have done nothing for a year and a half
Rated 1 star out of 5
by Anonymous - Posted on 07 February 2025
I require frequent blood tests. The clinic I was referred to has sent multiple letters, all of which have not only been ignored, but have not even been uploaded to the NHS App. Each time I try to book an appointment, I am told there are none available. I managed one appointment a year ago, which was cancelled 10 minutes prior by the practice, and still haven't been able to get another since this happened. So I can't have bloods taken. Supposedly it's better now, but it seems the 8AM phone call rush is now the 8AM website rush. I can't even ask for one to be scheduled months away, because it's simply not offered, the website is closed when the clinic is closed! In the mean time, the specialists I have now seen four times since, is still waiting for a set of bloods that isn't from 2023! I will waste their time yet again with another appointment taken up, with no bloods to show again. GP At Hand used to be fantastic, and were able to deal with this without any issues. I don't understand why they suddenly went downhill. It's almost like their new owner knew all the work would go away if patients felt forced to move to a practice that actually wanted to care for them.
Visited January 2025
Review titled GP at hand
Replied on 11 February 2025
Thanks for your review, and I am sorry to hear that you have had problems. Appointments can be booked via our website gpathand.nhs.net. The system is open every day, from midnight to 10pm, and we have large numbers of on-the-day appointments available 24/7. You should not have any issues booking appointments at all. Please note however that we are no longer using the eMed app, so all appointments do need to be booked via our website as per the email communications you should have had over the past few months. If you have any problems with this, please do give us a call and we can help you through the booking process.
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Review titled Very bad GP, used to be good when they had an app, could choose GP, clinical services
Rated 1 star out of 5
by Anonymous - Posted on 20 March 2025
The only thing that made this clinic stand apart was the fact that they had a well designed app, made by Babylon. It allowed you to select a GP, order your letters without being charged, arrange appointments, and most of all they supported patients with complex needs. They now have no app, and claim the free NHS website and app is "more advanced" than a commercially designed app. They left Babylon to be with "rapidhealth". The app is gone, they just use the free long-form NHS "triage" and force you to answer irrelevant questions just to make an appointment. The app is gone, so is the kind staff they had working as admin. The worst things are: you will never get to see a hospital doctor. Nobody knows how this "digital GP" funds patient care, you will have so many problems with referrals because clinics just look at the postcode in Fulham, and assume you must live there. The "clinical support services" used to be responsive and contactable, now there is a firewall. Even if you make it to messaging this person, you have a tweet length word limit. If you get a response, you have to go through another hurdle, the accurix text system. Its all very impersonal, they dont want to be bothered by their own patients! Everything has been cut. They have a few doctors, they had several dozens before. They never charged for clinical letters, they charge for everything now. Im not allowed by the NHS censors, to say more about why this is happening, because they want to pretend its just a random, disconnected event in space-time. Please read between the lines, you see whats happening don't you?
Visited January 2025
Review titled GP at hand
Replied on 06 May 2025
Thank you for your review. We recently moved to a new NHS-approved appointment booking and triage system, which enables patients to book appointments 24/7, and also send us messages which we can reply to quickly. This has resulted in a big increase in appointment availability and patient satisfaction. I am sorry that your experience has not been as good, and I would very much like to get more information on this. Please can you contact us directly so we can understand where your issues are?
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Review titled Easy access and lovely staff
Rated 5 stars out of 5
by Anonymous - Posted on 03 February 2025
Once you get used to the new booking system it works brilliantly. On the day appointment when I was sick and got my repeat 2 hours after requesting it. Just needed to select the right section on the form. Came to the surgery in Euston for a smear test - no wait and nurse was lovely - competent and kind.
Visited January 2025
Review titled GP at hand
Replied on 06 February 2025
Thank you for taking the time to let us know of your experience. I am pleased to hear that you are happy with our new appointment booking experience.