Hurley And Riverside Practices

Couldn't get through on the phone

An extremely disappointing experience at this practice.

Reception didn't listen to work schedule concerns

I booked an appointment for my respiratory health check. The receptionist scheduled me with a clinician who I felt was not appropriately qualified to conduct this type of assessment. I waited a week, which I understand given their workload, but the appointment was then cancelled via text message. When I called to rearrange, the practice seemed unwilling to accommodate my work commitments and suggested clinic locations that didn't suit my schedule. A member of the management team said they would contact me to discuss this, but I have not received that call after several days. I currently have limited medication supplies, and I'm concerned about what would happen if I experienced a serious health episode. Additionally, during a previous visit last year, I experienced a significant issue where essential medication was not provided as part of my care plan. This resulted in a serious health event that required emergency services to attend to me at home. This incident was distressing and I felt it represented a waste of NHS resources that could have been prevented. Overall, I have found the service provided to be unsatisfactory.

Supportive practice through difficult health times

I have been a patient at this practice for nearly a decade and have consistently found the team to be exceptionally supportive, particularly during a challenging period in my health journey.

Reception staff made the experience unbearable

I would advise considering alternative practices before registering here. My experience with the reception team was extremely disappointing, and the interaction left me feeling stressed and unwelcome. The staff I encountered displayed a lack of courtesy and understanding towards patients. I found the overall experience so negative that I would prefer to seek care elsewhere. The reception team's approach does not reflect the standard of care the NHS should provide. If you value being treated with respect and empathy, you may wish to explore other options in your area.

Cancelled appointments and forgotten phone calls

I would strongly encourage you to take the negative feedback seriously. My appointment was cancelled on the day it was scheduled, and I was offered a telephone consultation as an alternative. Unfortunately, that call never came through. When I followed up, I discovered the appointment had been rescheduled without my knowledge, and I was informed I would need to wait another two weeks for the next available slot. Despite the practice being aware that my health concern requires prompt attention, the standard of care fell significantly short of expectations. The reception staff interaction was also quite unpleasant. I would recommend considering other options for your healthcare needs.

Admin staff slow to respond to patient queries

The administrative team at the clinic has largely fallen short of meeting my expectations as a patient, particularly in their responsiveness to queries and concerns I have raised. I understand that the administrative staff are managing a backlog of correspondence, which raises questions about their efficiency in handling their responsibilities. In contrast, my two regular clinicians have been outstanding. Unfortunately, the administrative staff's overall performance has been disappointing, especially regarding their communication approach. On multiple occasions, I have found myself acting as an intermediary between the practice and my hospital to resolve my own healthcare matters, including arranging my own appointments, coordinating referrals for hospital transport, and even assisting with my mother's medical administration. This situation is concerning. During one interaction, an administrative team member appeared keen to end the call quickly rather than engage in a courteous conversation that would allow me to fully explain my situation. This same staff member has expressed frustration about my e-consultations and frequent calls, yet these contacts are necessary due to my urgent healthcare needs, which are no different from those of any other patient. If the administrative team were more proactive in their role, I would not need to follow up so persistently. While the staff receive training, it appears they would benefit from more comprehensive development, particularly in customer service skills. Once improvements are made, I would expect to feel more satisfied with the service and see better overall performance. At present, I can only rate the practice one star.

Phone queues make appointments nearly impossible

This practice has been a frustrating experience for me. The level of customer service has been disappointing, particularly the difficulty in reaching them by telephone. I have found the reception staff to be unwelcoming. Calls often involve lengthy wait times exceeding an hour, and even when I do connect, the line quality is poor, resulting in dropped calls and communication difficulties. The overall experience has been exasperating and I would not recommend this practice. One star feels generous given my experience.

Waited a week for promised callback

I had a telephone appointment after waiting for a week. I was informed that I would receive a callback, but this did not happen. The service at this clinic has deteriorated significantly and is now quite poor.

Slow responses and impossible to get urgent appointments

The practice appears to have limited usefulness beyond handling routine prescription renewals. When I submitted a non-urgent online consultation, it took considerably longer than expected to receive a response. On occasions when I've needed prompt medical attention, securing a timely appointment has proven challenging, despite spending significant time attempting to book one by phone.

Reception staff were dismissive and unhelpful

Unhelpful and discourteous experience.

Hard to get appointments and felt unheard

The clinical team appears indifferent to patient wellbeing and seems reluctant to provide appropriate medication options, instead suggesting alternatives that prove ineffective. The overall service quality is disappointing, with significant difficulty in securing appointments. Access to in-person consultations remains problematic, with practitioners continuing to operate remotely rather than offering face-to-face care. The experience has been very unsatisfactory.

Appointment booking struggles and dismissive reception staff

Securing an appointment proved to be quite challenging, but upon finally obtaining one, the experience was disappointing. The consultation itself felt dismissive, with concerns not being properly addressed or investigated. Additionally, there were frustrating interactions with reception staff regarding information provided, and when this was raised, the matter was not resolved satisfactorily. As a result, I have decided to register with a different practice. 0/10.

Reception staff gave confusing appointment information

I attended for a scheduled vaccination but was informed by the receptionist that my appointment was actually at a different location, despite receiving a text message directing me to this clinic. When I questioned why the communication had directed me here if my appointment was elsewhere, the receptionist did not provide a satisfactory response. I also observed the receptionist being dismissive towards another patient during my visit. I found the overall manner and approach unhelpful and felt it lacked the warmth and understanding one might expect in a healthcare setting. This experience was disappointing and reflected my concerns about the service quality.

Long wait times and unhelpful reception staff

What a disappointing experience! The level of service fell well short of expectations. I wish I could have given an even lower rating to reflect my dissatisfaction!

E-consult form hours make access harder

It's disappointing that the online consultation form now has restricted availability during weekday business hours only. This seems like an unnecessary limitation. Accessing GP appointments is already quite challenging, with phone consultations being the typical route. Now having to adjust my schedule to complete the form within these specific timeframes adds another layer of inconvenience. The process of obtaining medical support feels increasingly difficult.

Long phone queue left me frustrated

I've been waiting on hold for an extended period while there were only a handful of calls ahead of mine, and the call was then disconnected. Additionally, the current restrictions preventing in-person appointments at the clinic seem unclear and frustrating.

Felt unheard and passed between departments

I had a disappointing experience with the level of care provided and felt that responsibility was not taken appropriately for the issues I raised.

Receptionists hung up during my question

1 star because I cannot put 0. I have never had a positive interaction with the reception team. The staff members have consistently been discourteous. I work in a similar role myself: if you are unhappy in your position, you should consider leaving. During my most recent contact, the call was disconnected while I was in the middle of asking a straightforward question.

Practice prioritises profit over patient care

This establishment operates more as a commercial enterprise than a medical practice genuinely focused on patient wellbeing. It is disappointing to see what appears to be a prioritisation of business interests over compassionate care.

Waited over an hour in phone queue with no callback

I requested a callback from the practice regarding my father's medication. The receptionist arranged this for me. However, the callback did not materialise, so I contacted the practice again the following day. I was informed that a clinician had been scheduled to call the previous day, and another callback request was submitted. Unfortunately, this second callback also did not arrive. When I rang back later that afternoon, I was first in the queue but waited for over an hour without resolution. I find this experience unacceptable, particularly given my father's age and the importance of addressing his medication concerns promptly. I am concerned that the practice may not be providing adequate care to elderly patients. While I understand staffing pressures exist across healthcare services, this does not excuse the lack of follow-through on patient requests.