Hurley And Riverside Practices

Friendly reception made the visit pleasant

Welcoming and courteous in manner.

Reception staff unhelpful when running late

I have been a patient at this practice since 2011 and have generally had positive experiences with the NHS until today. I called on 07/07/25 in the morning to request an appointment and was offered a slot later that afternoon at the clinic location. Upon arrival, I found the clinic to be particularly busy with staff members actively engaged in their duties and demonstrating professionalism overall. However, I observed one member of staff who appeared to be seated and consuming a beverage rather than attending to patients. When I approached the reception area to check in, another staff member noticed I was a patient from the main practice and was courteous and helpful, even drawing attention to the situation at the other desk. When I proceeded to speak with the staff member at the next window, I felt the interaction was dismissive and unhelpful. I was told that I was late for my appointment and was informed that rescheduling would not be possible. I attempted to explain that I had been waiting in the queue for several minutes and was simply seeking either to be seen by a clinician or to arrange an alternative appointment time. The response I received was that assistance could not be provided. I expressed my concern that this approach seemed unprofessional, particularly given that I was a patient seeking medical help from the NHS. I also mentioned my observation about the staff member who had appeared to be taking a break while the clinic was under considerable pressure, and the response was to conceal the beverage. I felt this behaviour was inconsistent with the standards expected in an NHS setting. I would not recommend this clinic based on this experience. 0/10.

Couldn't get the referral I needed

Required a pregnancy referral from my general practice, but was informed they were unable to provide one despite the hospital indicating that such referrals were permissible.

Felt understood and properly cared for

The clinician I saw should be proud of their work! What a wonderful professional and very thorough in their approach. They made me feel understood and cared for and resolved my matter. Many thanks

Booking system failed to register both appointments

The practice's organisational efficiency could be improved. We attended separate appointments for travel health consultations for two children, but there was confusion about which consultations had been completed, resulting in the need to rebook. The experience was frustrating and required additional visits to resolve the matter.

Prescription claims weren't followed through properly

I felt let down by the service at this clinic. I was informed that a prescription had been submitted and was available for collection. Upon visiting the pharmacy, I discovered no prescription had been received. I was forced to purchase an alternative medication at an increased cost. When I inquired about reimbursement, I was told this was not something they could assist with and that it fell outside their remit. I would advise being cautious about relying on this clinic to process prescriptions reliably. It would be wise to independently verify that prescriptions have actually been completed rather than assuming they have been. There appeared to be a lack of accountability throughout the process, and when I raised my concerns, I received a response indicating the matter would be escalated to the clinic. However, I have concerns about whether this feedback was genuinely acted upon, as there has been no meaningful follow-up or resolution. This experience has left me with significant reservations about the clinic's commitment to patient care.

Reception staff's aggressive tone made things worse

I encountered a receptionist who appeared quite upset during my visit. Their demeanor came across as somewhat hostile and defensive from the start, which hindered productive dialogue. Instead of providing a sympathetic ear to help address my concerns during what was already a challenging time, I found myself needing to ask them to adopt a calmer approach so we could work together toward resolving my health matter.

Reception dismissive when urgent dressing change needed

Underwent a surgical procedure on my finger and was advised to contact the practice to arrange for a dressing change the same day, as the surgeon stressed this was necessary. When I called the surgery, the receptionist appeared dismissive of my request and informed me that no appointments were available until Friday late morning. I was then directed to attend A&E instead, which would have involved a lengthy wait simply to have my dressing replaced—a task that should have taken mere minutes. This response felt uncaring and unhelpful. I subsequently found alternative care elsewhere that proved both efficient and attentive to my needs. I found this experience frustrating, as the practice seemed unable to accommodate an urgent, straightforward clinical need while continuing to send routine communications. I was left feeling significantly let down by the service provided.

Prescription error caused serious medication discontinuation

I am extremely dissatisfied with how this practice handled matters concerning my son's healthcare. Without prior discussion, his repeat prescription was transferred to another location, resulting in the discontinuation of his medications. This sudden change has caused me significant concern about potential health complications. I feel the level of care and communication fell well short of what should be expected, and I would encourage others to explore alternative healthcare providers if possible.

Felt listened to and well informed

My mother had a wonderful experience at this clinic. She found the healthcare professional to be very informative and attentive, and she felt the overall visit was well-organised and considerate.

Long-term patient finds consistent competence

I have been a patient at this practice for over 15 years. The clinical staff have consistently demonstrated competence throughout my time as a patient.

Felt listened to and well supported

I was very pleased with my recent visits to the practice, which left me feeling completely satisfied with the care I received.

Helpful support navigating a referral process

I would like to commend and thank the clinician at The Hurley Clinic for all their help and hard work in arranging a hospital referral for me. They have been extremely supportive in trying to resolve what had begun to feel like a complex administrative matter. They maintained regular contact throughout, were concise and considerate, and I could not have asked for more.

Caring GP who really listens to concerns

The clinician demonstrated genuine care, extensive knowledge, and attentiveness throughout the consultation, proving to be a valuable member of the practice team. The reception staff and other team members were equally courteous and efficient during my appointment.

Reception staff were helpful when calling

The clinical staff at this practice are excellent and consistently demonstrate helpfulness and expertise, with a thorough approach to patient care. My family member has received great attention and support. We are very grateful for the service provided. The reception team are also consistently polite and helpful when contacted, and make genuine efforts to assist patients.

Hard to book but helpful when you get there

Accessing appointments has proven challenging and I've needed to follow up on several matters to ensure completion, though I have encountered supportive and constructive interactions with both clinical and administrative staff members.

Helpful advice after waiting for results discussion

This is a very busy practice so it took a few days before I could discuss my test results with an excellent clinician at the surgery. They could have, but didn't, encourage me to increase my medication dosage and promptly arranged two follow up tests which I had requested to address my concerns. The conversation was admirably brief and sensible. Couldn't ask for more!

Friendly nurse made the vaccination visit enjoyable

I attended an appointment for a vaccination and was seen by a member of the nursing staff. They were absolutely wonderful! They were engaging, entertaining and full of energy. They really brightened my visit and I left feeling cheerful and smiling for the rest of the day.

Impossible phone system blocks access to care

The appointment booking process at this practice follows a familiar pattern: ring at 8am, navigate through complicated phone menu systems that seem designed to discourage contact, and listen to repetitive hold music that feels deliberately unpleasant. When you do get through, you're told your condition isn't urgent enough for an early appointment, despite clinical guidance suggesting it warrants same-day assessment and immediate attention. The receptionist interaction is often frustrating, with staff appearing unhappy and dismissive. This sets a discouraging tone from the start. Attempting to call back later in the morning results in another lengthy hold time, only to be informed there are no available appointments for that day. The reasons for this unavailability remain unclear. This practice appears to struggle with its core function of providing accessible healthcare. The experience has contributed to significant anxiety about making contact, to the point where seeking help elsewhere—whether from pharmacies, online sources, or other urgent care services—feels preferable to attempting to use this practice. For someone who rarely requires medical attention, the inability to rely on their registered practice when needed is deeply concerning and undermines confidence in the service.

Reception staff dismissed urgent referral request dismissively

I found the experience disappointing across all aspects. I had previously consulted with a clinician about a health concern and submitted an online consultation requesting a referral letter to facilitate access to my private healthcare coverage. I did not receive a callback. Upon phoning the practice, I was instructed to ring back at 9am. I explained that I had already been seen and simply required the referral documentation, nothing more. I was informed this would take several days, which felt excessive. When I mentioned my condition was deteriorating and I wished to see a specialist urgently through my private provider, the receptionist suggested contacting 111 instead. I have found that my interactions with this practice consistently involve staff appearing keen to conclude conversations quickly or move appointments along rapidly. The overall approach lacked compassion and attentiveness to my needs.