Riverside Surgery

Friendly and helpful like doctors used to be

The practice staff demonstrated the qualities of friendliness, professionalism, and helpfulness that one would expect from a healthcare provider.

Home visits refused when patient was bedbound

Regrettably, I experienced significant concerns regarding the quality of care provided to registered patients. My relative became immobilised due to a urinary tract condition, and a home visit was not offered despite the circumstances, which resulted in further frustration and deterioration of their health. As attendance at the surgery was not feasible, emergency ambulance transport and hospital treatment became necessary. Following discharge, there was an absence of outreach or assistance from the health centre, despite them being notified of the hospital outcome. I would recommend considering registration with an alternative practice that demonstrates greater attentiveness and compassion towards their patient population.

Friendly reception and a thoughtful cup of tea

Attended the practice for a procedure and found the front desk staff to be warm and welcoming, even offering me a hot beverage which went above expectations. The clinical team carrying out the treatment and subsequent follow-up care put me at ease and created a pleasant atmosphere throughout. Overall, it was an excellent visit.

Friendly staff helped mum feel at ease

I brought my mother to this surgery for a back injection procedure. She found the clinical team attending to her to be very welcoming and approachable, which helped her feel comfortable throughout the experience. One thing worth noting is that the car park has limited capacity, though I was fortunate to find a space without difficulty on my visit.

Online registration system left me without access code

I have been unable to secure same-day appointments and encountered difficulties when attempting to register for their online service, as staff were unable to generate an access code for me. There have been further frustrations with their processes. I submitted a message through their online system regarding an unavailable prescription item and was advised they would respond. After hearing nothing by early March, I contacted them by telephone. Following an extended wait, I was informed a printed prescription was ready for collection at reception. When I specifically enquired about closing times and was given a time, I travelled to collect it in the late afternoon but found the prescription was not available and other staff members had already left for the day. I was asked to return the following day. It appears that routine matters are consistently made unnecessarily complicated by this practice.

Reception staff was dismissive and unhelpful

Attended the surgery recently with a respiratory illness that had developed into a cough. Upon arrival, I found the reception staff member to be rather dismissive and unhelpful. I felt their manner was unwelcoming and somewhat negative, which detracted from the experience. I would have appreciated a more pleasant and supportive approach from this team member. The clinical staff member I consulted with was excellent and provided appropriate medication and remedies for my condition. When settling the payment at the desk, I was not provided with a receipt for my transaction.

Online callback request left unanswered without contact attempt

Poor service experience - I submitted an online request for a callback when my child was unwell. I received an email acknowledging this but heard nothing further. When I called the following afternoon to follow up, I was informed that the callback had not been made because the contact number provided online did not match the number held on file. No effort was made to reach out via alternative methods such as email or other available contact details to let me know about this issue. I was then placed on hold while staff checked availability, only to have the call disconnected without explanation. When I managed to reconnect, I was told nothing could be done. The situation felt problematic for several reasons - primarily, why offer the option to provide a contact number on the request form if it will not be used, and why make no attempt to inform me through other means when my child needed medical attention. Additionally, there appeared to be difficulties with call handling procedures. Overall, I felt disappointed by my experience with this practice.

Pharmacy queue backed up with minimal staff

The pharmacy service fell short of expectations. A prescription order placed more than a week prior remained incomplete at the time of my visit. Despite multiple staff members being present, the operation appeared understaffed in key areas. A single individual appeared to be handling prescriptions, and their absence from the counter resulted in a growing queue of waiting customers. My previous visit involved a wait exceeding an hour. The overall organisation and workflow management seemed inadequate.

Receptionist put me at ease before procedure

The receptionist was clean and polite. I had a procedure done at this practice and was anxious beforehand, but the clinical staff were excellent and put me at ease.

Long phone queues make appointments impossible

Unable to secure an appointment slot, extended telephone waiting periods with significant queue numbers, delayed medication supplies, and by the time contact is established, attendance at an alternative healthcare facility would have been preferable. The overall experience was quite poor.

Smooth surgical process from start to finish

I attended a surgical procedure at the riverside location today and found the entire experience to be excellent from beginning to end. The clinical team provided outstanding support throughout.

No problems with booking or care

I have consistently had a positive experience.

Couldn't book an appointment online

The appointment booking system at this practice is extremely frustrating and difficult to use. The experience was so poor that a zero-star rating would be more appropriate. A change of surgery may be necessary.

Callback system let me down badly

The practice's policy indicates they attempt to contact patients twice when calling back, however on this occasion only one call was made. As I was unable to answer due to being occupied at the time, I requested a follow-up call which unfortunately did not materialise.

Welcoming staff but parking is tight

Pleasant facility with somewhat restricted parking availability, friendly team members, and a well-maintained setting.

New building but ongoing problems remain unclear

A wonderful facility with outstanding support from the reception team. Our initial appointment with the physiotherapy service was handled professionally with a thorough assessment. However, we haven't yet seen significant progress with the ongoing health concerns, and we're hopeful that the upcoming test results will provide some clarity and direction moving forward.

Thorough care with a helpful and attentive approach

The practice demonstrated a helpful and accommodating approach throughout my visit. I received a comprehensive assessment and care plan, with the clinical team showing genuine willingness to assist with my needs.

Phone queue system needs urgent improvement

Since relocating to the area, we have recently registered with this practice. Despite being situated directly across from the Broughton location, we have consistently needed to travel to the Brigg facility. This morning, my wife had a scheduled appointment but was feeling unwell with covid. She spent the entire morning attempting to reschedule through the automated service, which only indicated a queue position of 30 with no apparent option to cancel. After her appointment time had elapsed, there was no callback as she had requested. Instead, a text arrived from Brigg surgery indicating concern about a missed appointment and lack of notification. Her subsequent phone call to follow up has now placed her further back in the callback queue at over 30. The appointment management system appears to be malfunctioning and has proven quite frustrating, particularly given that my wife was unwell at the time.

Registration sorted quickly through email support

I cannot praise this surgery highly enough, particularly the lovely member of staff who helped and did everything online over email to get me registered as a new patient literally within an hour, working around my specific needs and inability to physically visit the surgery at that time. They showed the utmost warm compassion, kindness, efficiency and professionalism - and is a credit to the practice. I'm very happy to now be a new patient here. Thank you 💛

Reception staff were dismissive and unhelpful

The receptionist displayed an exceptionally unwelcoming demeanor. I'd rather not elaborate further as I suspect this feedback may not receive attention. I would advise others to consider alternative options, as my overall experience was quite disappointing.