Hurley And Riverside Practices

Awful failure

I garden and a rose pricked me and drew blood. This put me at risk of tetaunus and my last booster was 12 years ago. I used the awful econsult system to try and get the jab after a pharmacy told me I was not allowed to pay privately to deal with the risk. I was subjected to an online interrogation - was I suicidal? How much did I drink? Had I pain in my stomach? Finally I submitted I wanted a jab. They told me I had to click on an online link which did not work. Please get me the name of their legal officer so I can file a claim fot gross negligence. I tried to complain. The complaints line has been removed from the internet - it's one of those 404 jobs Ring up and you are waiting for a call centre. My chosen GP has left - they have not told me. I don't see male staff so my eConsult was handed to a team which contains men. The utter disrespect for all the tax I pay was awful but most impotantly the immediate apoointment I should have had for a jab to prevent tetaunus - which enters from soil by the merest scratch - the pharmacy told me that - was denied me. Whom do I sue? I am being forced to accept this AI website's terms of service. My taxes pay for this. Why have I not got my jab within 3 days of potential infection and whom do I sue that I can't get NHS care and am not allowed to pay for the private care the pharmacist accepted I should have? You are now making me do silly online games to make a complaint. You really hate the citizens of this country, don't you?

Complaint response delayed without meaningful updates

The practice is now located at this address. I am very dissatisfied with my experience at this general practice. I lodged a formal complaint and was sent an acknowledgement stating that I would receive a response within 20 working days. However, I am still awaiting a reply and have not received any substantial update regarding the status of my complaint. Throughout this process, communication has been inadequate, and previous calls have not been productive in addressing my concerns. I have now asked for all future communication to be sent in writing to ensure there is a documented trail of our exchanges. Patients should receive prompt replies, openness, and responsibility when they raise significant concerns. Regrettably, my experience has not met this expectation. I trust the practice will take steps to resolve these matters and enhance how it manages patient complaints going forward.

Felt unheard when asking about test results

Based on my recent experience: I found the clinic unhelpful unless you have very specific ideas about what you need. No one took time to discuss my test findings with me, and I was told everything was fine despite not feeling well for some time and having results that seemed concerning to me. When I requested a referral to a specialist through the NHS who could properly assess my situation before recommending medication, I was informed that such resources were not available. Another clinician suggested my symptoms might be psychological in nature when I raised questions about my abnormal test readings. The overall approach did not feel professional or reassuring, and I worry about the standard of care someone might receive if they were less able to speak up for themselves or navigate the system independently.

Friendly reception made the visit pleasant

Excellent healthcare facility with quality care and welcoming staff.

Reception staff handled difficult situations with patience

It's easy for people to leave negative feedback when they're feeling let down, but I wanted to share an alternative perspective. We recognise that healthcare professionals face significant pressure when trying to provide care within tight time constraints, and it's important to acknowledge that reality. Administrative staff also deal with challenging interactions from frustrated patients, which can be demanding work. I believe this practice delivers a commendable range of services—many of which go beyond what some other practices provide—and the team genuinely makes an effort to support patients. While I understand the frustration given the limitations of our healthcare system and its finite resources, I don't think it's fair to blame the staff for these broader constraints.

Phone queue staff could be more polite

The team can be quite unfriendly, particularly when communicating by telephone. Very disappointing experience.

Waited months for a response that never came

I submitted a referral to another practice approximately four months ago, but I did not receive any follow-up communication regarding it. This has been a disappointing experience compared to other healthcare providers I have used.

Friendly and professional practice nurse visit

I wanted to express my appreciation for the excellent care provided by the nursing staff at the practice. They demonstrated a wonderful combination of warmth and professionalism throughout my visit. Thank you.

Lack of continuity and poor administrative support

I have been attending this practice for over a decade. The quality of service has declined noticeably in recent times. Currently, it is difficult to see the same clinician on consecutive visits, which means there is a lack of ongoing care relationships. It appears that clinicians do not always review previous consultation records or information submitted through online consultation systems. While the clinical staff generally make efforts to provide good care, the absence of continuity is hindering the resolution of health concerns. The administrative function of this practice is problematic, with interactions that feel dismissive and lacking in discretion. There is a visible lack of consistency among reception staff, and they sometimes appear uncertain when handling requests. When I recently contacted the practice to arrange a referral, I was directed back to speak with a clinician rather than receiving direct assistance. A straightforward issue has remained unresolved for an extended period, which I attribute to organisational inefficiency. I would not encourage prospective patients to register with this practice unless significant operational improvements are implemented. I am actively considering transferring my care to an alternative practice.

Felt dismissed when concerns weren't properly examined

We brought our baby in for the routine post-vaccination check-up. The healthcare professional who administered the vaccinations was excellent and thorough. However, during the subsequent consultation, we felt that several concerns we raised were not adequately addressed. The clinician appeared dismissive of our worries, repeatedly suggesting things were likely fine, and mentioned that infant assessments were not their usual area of focus. This left us feeling unheard and has resulted in ongoing stress that we believe could have been prevented with a more attentive approach. We found the experience frustrating and feel it fell short of what we needed. We believe that routine post-vaccination check-ups should ideally be conducted by a clinician with specific expertise in infant care. If this is not possible, patients should be informed in advance so they can arrange appointments elsewhere and avoid wasting time.

Phone staff were rude and unhelpful

I found the service to be quite disappointing. The staff members I interacted with displayed an unhelpful demeanor and attitude during my phone calls. This represents the poorest experience I have had at a medical practice. Patients should expect fundamental courtesy and dependability, and unfortunately this clinic fell short in both areas.

Couldn't get appointment after multiple morning calls

Poor service experience. I attempted to contact the surgery on multiple mornings to arrange an appointment for a minor procedure but was unable to secure a slot and was instead directed to an alternative practice at a greater distance. This was disappointing and frustrating. I felt let down by the experience. The staff interactions fell short of what I would expect from a healthcare setting. The overall approach seemed dismissive of my needs. I question whether the service reflects the standards one would anticipate from a medical practice. The name of this surgery appears misleading given the lack of attentiveness demonstrated throughout my contact with them.

Reception staff listened and helped same day

I want to express my gratitude for the attentive care provided by the reception team member who assisted me. They took time to listen to my concerns and arranged for me to receive support promptly on that same occasion. Thank you. The staff consistently appear to make an extra effort to be of assistance.

Friendly reception made me feel welcome

The practice provides an excellent service.

Reception team made me feel welcome

The reception team were welcoming and approachable.

Admin error delayed MRI referral by a month

I attended an appointment approximately four weeks prior and was informed that a referral would be arranged for a scan, however I did not receive any written confirmation or appointment details. Upon contacting the practice to follow up, I discovered that the referral paperwork had not been completed correctly and had not been forwarded to the imaging department. The administrative staff explained that appointments with the imaging department can take up to three months to arrange, meaning I had already lost a month in the process. It has been frustrating to navigate these administrative issues while managing my health concerns. Additionally, I experienced difficulties with the phone system during my call, with communication being unclear at times, which made the conversation challenging. This is not an isolated incident at this practice, and I am considering whether it might be beneficial to seek care elsewhere.

Friendly receptionist made booking easy

I appreciate the assistance provided during my visit.

Waited all day for a promised callback

Was expecting to receive a call at 3.40 this afternoon, however it is now 8 in the evening and the call has not been received.

Efficient care and helpful reception staff

I was extremely pleased with the way the reception staff and clinician advised and treated me at the clinic, finding the service to be very efficient and professional.

Reliable bookings and friendly staff across locations

Having been a patient at this practice for over three decades, I have consistently experienced reliable booking processes and positive interactions with all staff members. Appointments have typically been available either on the same day or within a couple of days of requesting them. Since relocating to a different area, I have continued to receive similarly responsive service, though I have learned that visiting the appropriate reception desk is important. The waiting area is maintained to a good standard of cleanliness.