E16 Health - Pontoon Dock - London

Dammi S.

THE absolute WORST! And I mean worst GP service I have ever experienced. I called at 8am every day waited well over an hour for my turn to speak to someone to get an appointment to see a GP only to be told it’s full! This went on for 4 different days each day same story full and since it’s only same days appointment we have to just keep calling in the hopes that you’ll eventually get an appointment to possibly speak over the phone to a GP. Ended up going to emergency room to be told something an GP could have sorted. Only for me to walk past today and see the sign in the attached image. One of the staff told me that on a given day they get up to 300 calls a day to see a GP and they can’t service all that people. Why would you need to advertise to take on more clients? If you’re already incapable of serving the current clients you have. I felt inclined to leave this comment because if you are even slightly considering this service, run for your dear life as fast as you can elsewhere. It’s beyond pathetic and honestly you could be ill and be waiting weeks to see a gp.

Ella M.

It's impossible to book an appointment with these people. Since I moved to this area, 4 years ago, only once I was able to be seen, and the appointment process wasn't as long. You call at 7.59, it's closed. You call at 08.00, line is busy! You call a few seconds later, you are in a queue above 30! It's unacceptable to wait over an hour on the phone, to get the call disconnected or end up speaking with a rude person on the phone, you are not able to see a doctor that day. That place is always empty when I pass by, but they never have appointments available. The IQ app, doesn't even work !!

Alice G.

The waiting time to book an appointment was quite long, but the experience afterward made it well worth the wait. The doctor who called to assess my health was genuinely attentive and took the time to listen carefully. He scheduled me for a blood test, and Carlene, who handled the procedure, was exceptionally professional, caring, and gentle.

Thank you, Team!

Isabel D.

Dr Maryam Syed is a fantastic gp. Really felt listened to and left appointment feeling very well cared for and reassured, with a better understanding of issues. It would be great to be able to book appointments in advance.

Alexandru C. L.

Worst and most unprofessional practice.

I’ve been unwell for weeks, and every day I’ve tried to call and get an appointment, but I’ve never been successful. Yesterday, I stayed on hold for more than two hours, and when someone finally answered, I was told there were no appointments available and to try again tomorrow.

This morning, I called at 8:10/8:15, and after waiting for over an hour, I was told, once again, there were no appointments. To make things worse, the staff mocked me with a sarcastic comment: “Ha ha, if you are dying, call 111 ha ha.”

With barely any sleep over the past few weeks and the frustration of being unable to get help, this experience has been too much. Public healthcare workers should at least show empathy. Patients aren’t calling because they’re bored they’re calling because they’re in pain. This behavior is unacceptable.

In 2025, everyone should be treated with respect and dignity, especially when it comes to their mental and physical well-being. Healthcare professionals chose this career to help those in need. Their behavior should reflect the oath they took:

“I will use my power to help the sick to the best of my ability and judgment; I will abstain from harming or wronging any man by it.”

After today, I’ve moved back to my old practice, even though it’s farther away. At least there, I know I’ll be treated with the respect and care every patient deserves.

Regards,

Julian B.

I tried to book an appointment this morning directly at 8 AM through the app/phone. However, the line already closed down at 8:14 AM.I then walked into the practice as we live in the same building and asked to get an appointment scheduled the staff and could not properly explain on how to book an appointment despite calling again at 8 AM in the morning. I’m not feeling well and could honestly need help from my GP. It might just be a referral as as I have a private insurance anyway. This is extremely unsatisfying and I would definitely try to raise an official complaint or righteous with another practice as this does not make sense at all to me, especially living in the same building. They’ not being able to just schedule an appointment when I’m already there is frustrating. I’d literally just need someone to refer me to a specialist what would take them probably 5 mins. The staff should please be trained better on how to handle patients.

Natasha A.

I am not the type of person who would ever leave a bad review. But this practice leaves me no choice. I have lived in multiple locations in London and UK, and have never experienced a GP practice quite as terrible as this one.

Whilst I completely understand that there are waiting times and there are other patients requiring more urgent attention and the general pressure on the NHS, this practice is so incompetent in its basic handing of their patients. Their systems are inefficient and lacks the human touch needed for a GP practice.

Since I have been registered at the GP (around May 2023), they have changed their appointment booking process a few times - it’s hard to keep up as initially when I joined you could only book via the Dr IQ app at 8AM. I was not able to get an appointment via this route. Around April 2024 I was looking for an appointment, and understood from reception staff that the new process is that you call at 8am and then go through a triage service. I did that, called at 8AM and was on hold for 2 hours and then once I got to caller number 5 - their lines just switched off. I called later on in the day to explain my frustration and was told to try again the next day - the next day I was put through to a triage service with no indication of whether a nurse or doctor will call, rather than giving you a time slot.

In August 2024 for a different issue, I tried again, and it seems they were now relying on Dr. IQ again so I made a request via the app. These changes are confusing and the lack of communication does not help.

My husband was looking for an urgent referral and had to wait over 9 weeks for an appointment to receive the necessary paperwork. The delay caused long term effects to his health.

I was booked in for appointments without knowledge or consultation for simple things like flu jabs or asthma reviews and I would receive a text message that my appointment has been pre-booked for a certain day and time and I could change it via a website. I would then make arrangements to attend appointment (I.e speak to my work to inform them I will be late etc) and then when I turn up I was told that there was a system error and there was no nurse on site - this happened to me 3 times.

The reception staff are either untrained or they are uncaring and rude - roll of the dice. It also doesn’t help they are managing the practice at Albert Rd and this adds to the level to confusion as they don’t make it clear that the practice is 25mins away by foot.

The doctors and nurses seem nice enough if you are lucky enough to meet with them. The practice clearly has an administration and overcapacity problem and they should not be advertising for any more patients - as they cannot service the patients they already have.

I do not trust them with my health at all, and shall be moving to another GP in the area which is a shame because the pontoon dock GP is so conveniently located. The royal wharf/riverscape area is in desperate need of another GP service.

Eloise J.

Carlene is amazing! They told me I was coming for a blood test I got there & they hadn’t booked it in. She made sure my visit wasn’t wasted & made time to get it sorted & give me a blood test. The receptionist also didn’t print off my samples properly. She checked it & reprinted it for me. Brilliant service from carlene!! Need more doctors like her