Patient Experience Summary

Feedback on this practice reflects a mixed experience with distinct patterns across appointment access, reception experience, and clinical care. Patients consistently report significant difficulties securing appointments, with lengthy phone queues, limited availability, and frequent redirects to emergency services creating substantial barriers to access. Reception experience emerges as a key differentiator, with some patients praising courteous and helpful staff, whilst others describe dismissive, discourteous, or unhelpful interactions that have prompted them to seek alternative providers. When patients do access clinical care, medical professionals generally receive positive feedback for attentiveness, listening skills, and professional competence, though some concerns arise regarding test result communication and the comprehensiveness of care for young children.

The practice environment is noted positively by many, with welcoming atmospheres and well-maintained facilities mentioned frequently. Booking systems present ongoing challenges, with both online and telephone methods creating friction, particularly for patients with accessibility needs. Communication gaps appear in areas such as delayed test result notifications and inadequate explanation of procedures, contributing to patient frustration despite otherwise capable clinical staff.

Longer-standing patients often express appreciation for continuity and care quality, though some report recent service deterioration. The combination of appointment access difficulties and variable reception experience represents the primary source of dissatisfaction, whilst clinical interactions and care quality tend to generate confidence when patients successfully reach consultations.

Appointment

42.18 %
Poor

Reception

48.76 %
Poor

Cleanliness

72.45 %
Great

Care

58.21 %
Average

Respect

51.89 %
Average

Seen on time

38.92 %
Poor

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TS

Trisha S. Google one year ago

Rating

Excellent!

Compassionate doctor finally solved my complex health puzzle

Dr Davies demonstrated exceptional attention to detail, carefully listening to my concerns and quickly reordering medications that have significantly improved my health. After four years of struggling to find medical professionals who would genuinely invest time in understanding my complex health challenges and identifying root causes, I finally found comprehensive care. This prolonged period of declining health had severely impacted my overall well-being. Thanks to Dr Davies's thoughtful and thorough approach, I am now confidently progressing towards better mental and physical health. I also want to acknowledge the COPD review nurse who proactively adjusted my treatment plan, and the receptionists who consistently display compassion and support, even when facing challenging situations. Riverside medical practice deserves genuine praise for their outstanding patient care!

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BW

Brogan W. Google one year ago

Rating

Excellent!

Friendly and welcoming medical care for everyone

A truly exceptional medical practice with incredibly friendly personnel, a welcoming atmosphere, and a thoroughly pleasant overall visit.

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RR

Riyaad R. Google one year ago

Rating

Excellent!

Exceptional healthcare with compassionate and professional staff

Absolutely worth a visit. Exceptional medical practice with a warm and friendly welcome from the reception staff. The doctors (Patel, Khan, and Modova) and the Asthma Nurse, along with the Healthcare Assistant, are consistently supportive and attentive. They truly value patients' time. The convenient E-consult feature is a great plus, and the clinic's contemporary, immaculate interior design creates a serene atmosphere, enhanced by soothing background music.

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PD

Peter D. Google one year ago

Rating

Excellent!

Compassionate doctor who truly listens and cares

Dr. Davies demonstrated exceptional bedside manner and genuine care during our consultation. The appointment felt unhurried, and I was grateful for the comprehensive guidance I received. Having encountered some less-than-stellar primary care physicians in previous practices, I can confidently say that Dr. Davies stands out as a consummate medical professional.

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AM

Aimy M. Google one year ago

Rating

Excellent!

Fantastic healthcare with caring professionals who truly help

The reception staff consistently demonstrate exceptional customer service, displaying politeness and genuine commitment to patient care. Today's consulting physician was direct and efficient while maintaining a compassionate approach. Antibiotics were promptly prescribed, collected, and initiated, with noticeable health improvements already evident due to the swift diagnosis. I'm truly grateful for the outstanding medical attention.

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ÀM

Àlison M. Google 2 years ago

Rating

Excellent!

Great service and caring medical team

The front desk staff were incredibly friendly, courteous, and supportive, and the general practitioner was equally professional and compassionate during my visit.

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KL

Katherine L. Google 2 years ago

Rating

Great!

Trusted healthcare provider with minor prescription hiccups

I've been receiving care at this medical facility since childhood, with the exception of a short time abroad. The current team consistently demonstrates politeness and willingness to assist, even during busy periods. Similarly, the medical professionals have consistently provided excellent care, despite the constraints of brief 10-minute consultations (which are not their responsibility). There have been rare instances where I've encountered challenges with the online prescription ordering system.

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DC

Dave C. Google 2 years ago

Rating

Excellent!

Riverside health team goes above and beyond care

I've received exceptional medical attention. The professionals at Riverside have been incredibly comprehensive during my health evaluation, particularly considering my advancing age. They've been meticulous in addressing every potential health concern. My sincere appreciation goes out to the entire staff. Dave

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CM

Chris M. Google 2 years ago

Rating

Excellent!

Amazing healthcare with compassionate doctors

I am thoroughly impressed with riverside surgery. The level of service provided is absolutely top-notch across the board. From the initial consultation to the final follow-up, every interaction was exceptional. Heartfelt thanks to Dr Davies and Dr Patel for their compassionate and attentive care.

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DC

Demalza C. Google 2 years ago

Rating

Excellent!

Speedy service with exceptional patient care

Swift scheduling for my visit. Exceptional customer service and attentive post-appointment communication. Greatly appreciated.

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HM

Hella M. Google 2 years ago

Rating

Excellent!

Exceptional care and compassion from dr davis

As a recently new patient of Dr. Davis, I found the entire experience exceptional. The staff's professionalism and attentiveness were remarkable. The clinic's operations ran smoothly, and I never felt hurried during my visit. During my initial appointment, I addressed a medical issue that I had previously believed was insurmountable, and it was successfully resolved. Since that time, I have not experienced any further complications. Each visit has provided me with comprehensive guidance and appropriate referrals, leaving me feeling thoroughly supported. The warm atmosphere is consistently characterized by genuine smiles and compassionate care. I am truly grateful for the outstanding service.

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MN

Maciej N. Google 2 years ago

Rating

Excellent!

Smooth service with courteous staff support

Extremely courteous and supportive staff who went above and beyond to assist me.

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DH

Dan H. Google 2 years ago

Rating

Excellent!

Skilled surgeon with excellent bedside manner

Skilled medical procedure. Dr. Patel demonstrated a friendly demeanor and was supportive throughout.

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SM

Steven M. Google 2 years ago

Rating

Excellent!

Exceptional care and compassion from start to finish

I was truly amazed by the surgical procedure and Dr. Patel's expertise. Initially, I came in as a new patient for a health screening with Nathan, during which a medical issue was detected. I was swiftly scheduled for diagnostic tests and then referred to Dr. Patel, who demonstrated exceptional skill and professionalism. The consultation never felt hurried; every detail was thoroughly explained, and all my inquiries were comprehensively addressed. I left feeling completely reassured and deeply thankful that my condition was identified and addressed with such remarkable efficiency. Moreover, the entire staff was incredibly welcoming and supportive throughout my entire experience.

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KB

Keith B. Google 2 years ago

Rating

Bad!

Negligent care puts vulnerable infant at serious risk

The healthcare center completely failed in their responsibility to provide adequate care for an infant just four months old. Even after receiving explicit medical guidance from a 111 physician to examine the child, they deliberately turned her away. Their conduct is absolutely unacceptable and represents a shocking dereliction of professional duty.

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DG

Daniel G. Google 2 years ago

Rating

Bad!

Frustrating experience with no available appointments

I rarely visit this medical practice, but when I do need an appointment, they consistently claim they're fully booked. When I called at 8:15 in the morning, I spent half an hour on hold, only to be told no slots were available. Is this really what we're paying for?!?!

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RH

Rosemary H. Google 2 years ago

Rating

Excellent!

Compassionate care and attentive doctors make difference

I've been registered with this medical practice for a few months now, and it's been nothing short of excellent. I've consulted several physicians who have been attentive and took the time to truly listen to my concerns. The front desk staff are consistently friendly, welcoming, and supportive. Absolutely a fantastic healthcare provider!

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SF

Siobhan F. Google 2 years ago

Rating

Excellent!

Exceptional service with genuine care and warmth

The staff consistently demonstrate exceptional support. I'm consistently met with warmth and genuine consideration.

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MB

Mell B. Google 2 years ago

Rating

Excellent!

Fantastic riverside experience with caring dr patel

My inaugural visit to Riverside was absolutely delightful and incredibly soothing. Dr. Patel was phenomenal, addressing every single query I raised and demonstrating genuine enthusiasm in listening and thoroughly explaining all the details I was curious about.

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BL

Barry L. Google 2 years ago

Rating

Excellent!

Quick and thorough medical service done right

Outstanding service. Swift and thorough, completed a comprehensive medical examination, including MOT and blood tests, all within seven days - secured an immediate appointment and tests shortly after. Both the physician and nursing staff were exceptional.

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Trusted by GP practices across the UK
Practice Response Rate
0.00%

Shows how often this practice responds to patient reviews and feedback.

About the GP

  • Accepts all feedback, both positive and negative.

Contact Information

  • 01403 274700
  • Riverside Surgery 48 Worthing Road Horsham West Sussex RH12 1UD

Patient Experience Summary

Feedback on this practice reflects a mixed experience with distinct patterns across appointment access, reception experience, and clinical care. Patients consistently report significant difficulties securing appointments, with lengthy phone queues, limited availability, and frequent redirects to emergency services creating substantial barriers to access. Reception experience emerges as a key differentiator, with some patients praising courteous and helpful staff, whilst others describe dismissive, discourteous, or unhelpful interactions that have prompted them to seek alternative providers. When patients do access clinical care, medical professionals generally receive positive feedback for attentiveness, listening skills, and professional competence, though some concerns arise regarding test result communication and the comprehensiveness of care for young children.

The practice environment is noted positively by many, with welcoming atmospheres and well-maintained facilities mentioned frequently. Booking systems present ongoing challenges, with both online and telephone methods creating friction, particularly for patients with accessibility needs. Communication gaps appear in areas such as delayed test result notifications and inadequate explanation of procedures, contributing to patient frustration despite otherwise capable clinical staff.

Longer-standing patients often express appreciation for continuity and care quality, though some report recent service deterioration. The combination of appointment access difficulties and variable reception experience represents the primary source of dissatisfaction, whilst clinical interactions and care quality tend to generate confidence when patients successfully reach consultations.

Appointment

42.18 %
Poor

Reception

48.76 %
Poor

Cleanliness

72.45 %
Great

Care

58.21 %
Average

Respect

51.89 %
Average

Seen on time

38.92 %
Poor
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