Riverside Surgery

Patient Experience Summary

Feedback on this practice reveals a stark divide between clinical and reception services. Medical professionals, including doctors and nursing staff, consistently receive praise for compassionate care, responsiveness, and thorough communication. Patients report positive experiences with appointment availability when contacting clinical staff directly, efficient prescription handling, and genuine engagement with their health concerns. However, reception experience presents significant challenges that substantially undermine the clinical strengths. Multiple patients describe reception staff as discourteous, dismissive, and lacking basic courtesy when handling appointment requests and patient inquiries. Common concerns include difficulty accessing appointments, poor communication skills at the reception desk, and an unhelpful attitude toward straightforward requests. Some patients report long waiting times and feeling disrespected during interactions with front-line staff.

This disparity creates a frustrating experience where patients value the medical care but struggle with the booking and administrative interface. Several reviews note that reception barriers have prompted consideration of transferring to alternative practices, despite satisfaction with clinical outcomes. The practice appears to operate with inconsistent service standards depending on which department patients interact with, suggesting that reception training and customer service improvements could significantly enhance overall patient satisfaction without requiring changes to the clinical provision.