Hurley And Riverside Practices

Patient Experience Summary

Feedback reflects a practice with significant access and communication challenges that dominate patient experience. Securing appointments proves consistently difficult, with lengthy telephone waiting times, dropped calls, and unresponsive callback systems creating substantial barriers to care. Reception experience emerges as a key concern, with patients reporting discourtesy, dismissiveness, and unhelpful interactions that undermine confidence in the service. Administrative inefficiency compounds these issues, with problems including medication management failures, slow referral processing, incomplete prescription submissions, and poor follow-through on patient requests.

In contrast, clinical staff consistently receive positive recognition for competence, expertise, and thorough care approaches. Nursing staff are particularly praised for warmth and professionalism. When patients successfully access consultations, they frequently report supportive and attentive clinical care. The practice environment is noted as clean and well-maintained, and some patients highlight responsive online consultation systems and effective callback arrangements for working patients.

The disparity between clinical quality and access barriers creates a concerning pattern where patients value the care they receive but struggle significantly to obtain it. Continuity of care remains problematic, with limited in-person appointment availability and frequent use of locum practitioners. Patients express frustration that despite appreciating clinical expertise, organisational inefficiencies and reception courtesy issues undermine overall confidence in the service and lead some to seek alternative providers.