Riverside Medical Centre
Poor! (65 reviews)
Poor! (65 reviews)
Patient feedback reveals a mixed experience with significant operational challenges alongside clinical strengths. Appointment access emerges as the most persistent concern, with patients reporting difficulty reaching the practice by phone, long waiting times both on hold and in queues, and frustration with same-day-only booking systems that disadvantage working professionals. Reception experience is notably inconsistent, with some patients praising courteous and supportive staff while others describe dismissive, unhelpful, or discourteous interactions. Communication breakdowns are evident across multiple service areas, including appointment scheduling, follow-up care coordination, and responsiveness to patient inquiries and complaints.
In contrast, clinical care receives consistent praise. Patients describe doctors and nurses as professional, compassionate, and clinically competent, with several practitioners highlighted for their expertise and genuine care. The disparity between reception and clinical experiences is striking, with patients often acknowledging excellent medical staff while criticizing administrative barriers to accessing that care.
Key service improvements needed include enhanced phone system capacity and responsiveness, more flexible appointment booking options, better staff training in courtesy and communication, and improved coordination between reception and clinical teams. While some patients report recent improvements in wait times and the introduction of callback systems, the overall pattern suggests systemic administrative challenges that undermine confidence in the practice despite strong clinical performance.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
Respond to patient reviews
Monitor satisfaction trends
Generate CQC evidence reports
Claim & Manage ProfileShows how often this practice responds to patient reviews and feedback.
Patient feedback reveals a mixed experience with significant operational challenges alongside clinical strengths. Appointment access emerges as the most persistent concern, with patients reporting difficulty reaching the practice by phone, long waiting times both on hold and in queues, and frustration with same-day-only booking systems that disadvantage working professionals. Reception experience is notably inconsistent, with some patients praising courteous and supportive staff while others describe dismissive, unhelpful, or discourteous interactions. Communication breakdowns are evident across multiple service areas, including appointment scheduling, follow-up care coordination, and responsiveness to patient inquiries and complaints.
In contrast, clinical care receives consistent praise. Patients describe doctors and nurses as professional, compassionate, and clinically competent, with several practitioners highlighted for their expertise and genuine care. The disparity between reception and clinical experiences is striking, with patients often acknowledging excellent medical staff while criticizing administrative barriers to accessing that care.
Key service improvements needed include enhanced phone system capacity and responsiveness, more flexible appointment booking options, better staff training in courtesy and communication, and improved coordination between reception and clinical teams. While some patients report recent improvements in wait times and the introduction of callback systems, the overall pattern suggests systemic administrative challenges that undermine confidence in the practice despite strong clinical performance.
Appointment
Reception
Cleanliness
Care
Respect
Seen on time
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Carolyn J.
6 years ago
Bad!
Frustrating product with endless waiting times
impossible to make progress or complete...
Lindsey J.
7 years ago
Poor!
Terrible doctors with two rare gems of hope
Apart from dr Kennedy and dr khattab, who are perpetually unavailable due to their popularity, the remaining physicians I've encountered are subpar. One doctor persistently escalated my medication without properly diagnosing my condition, and in a particularly alarming incident, he doubled my dosage, causing me to become so disoriented that my neighbour summoned emergency services and I underwent an electrocardiogram. Dr Baldwin, another practitioner, is hands-down the most discourteous, gloomy, and brusque individual I've ever interacted with, displaying a complete lack of empathy in a profession that should prioritize compassion. I will acknowledge, however, that the reception staff have recently been exceptionally supportive and accommodating.
Gilly A.
7 years ago
Excellent!
Friendly and caring medical team exceeds expectations
Since transferring to this medical practice, I've been thoroughly impressed by the staff's professionalism, kindness, and attentiveness throughout my interactions with them.
Katy K.
8 years ago
Bad!
Deadly misdiagnosis destroys family's trust in healthcare
An absolute nightmare of a medical practice! They wrongly attributed my father's symptoms to "anxiety," dismissing his concerns as psychological when he actually had a brain tumor. Tragically, his condition was indeed located in his head, but not in the way they suggested. A psychiatrist confirmed that his pain was genuine, advising him to seek alternative medical care and a fresh perspective. This practice essentially concealed his cancer by repeatedly prescribing tramadol! We transferred to Ryan Medical Centre, where they promptly diagnosed his condition. I cannot stress enough how strongly I advise against using this incompetent surgery. They're nothing more than reckless amateurs!
Belinda E.
9 years ago
Bad!
Terrible phone system ruins healthcare experience
Attempting to schedule a same-day appointment by phone was a nightmare. I was instructed to call at 9am, but after two hours of waiting in the queue, I was disconnected just as the line started to move. Frustrated by this experience, I'm now considering finding a different medical practice that values patient time and communication.