Riverside Surgery

Dismissed urgent throat symptoms without proper assessment

I decided to leave this practice as I found the experience quite poor. I contacted them today regarding a concerning symptom and was advised to call back the following morning after a certain time, or to contact the out-of-hours service after a specific hour. I was disappointed with this response and have decided to switch to a different GP surgery as I feel this practice is not meeting my expectations.

Riverside surgery sorted everything out

Everything is now resolved, thank you to the practice.

Impossible to book appointments when actually ill

The service here is extremely disappointing. It is very difficult to secure an appointment at a convenient time. If you are unwell, you essentially need to anticipate your illness in advance in order to book a slot and receive medical attention when you actually need it.

Struggling to book appointments outside work hours

The quality of care at this practice has noticeably declined in recent years. As someone in an occupation with fixed working hours, I require appointments to be scheduled either later in the evening or during my time off periods. Unfortunately, booking slots more than a couple of weeks ahead appears difficult, and evening availability after 6pm is uncommon. When I need to take time away from work for medical appointments, arranging cover for a partial day incurs significant costs that ultimately impact public resources and service delivery. Given my professional commitments, I am unable to attend appointments during standard working hours. It would be helpful if advance bookings could be made during my scheduled leave periods.

Phone queue left me on hold then disconnected

Once more I found myself waiting on hold for an extended period, only to be disconnected after briefly hearing background conversation. On a previous occasion when I requested an appointment regarding a shoulder concern, I was suggested to consider alternative treatment options instead. The experience has been disappointing at times.

Friendly reception made the visit straightforward

Positive experience overall

Staff made time to listen and help

The service provided at this practice has consistently been efficient, friendly and supportive throughout my visits. The team members always make time to listen, demonstrate respect and appear genuinely committed to assisting patients. I received all my vaccination appointments here and despite the evident demands on the practice, the staff remained courteous and well-organised throughout. I am grateful for the care received.

Telephone consultation with clear explanations provided

I was very pleased with the phone appointment I received. The clinician asked comprehensive questions about my overall wellbeing and provided clear information about the recommended next steps for my care.

Practice left me too stressed to continue

This practice has fallen short of my expectations in several areas, and I feel it could be managed more effectively. The experience has been quite stressful for me, so I have decided to seek care elsewhere.

Reception staff attitude continues to disappoint

Once again, my visit to this surgery has been disappointing. The demeanor of the reception team left much to be desired. Looking at feedback across various platforms including this site, NHS reviews, social media and other online spaces, one might expect the practice management to have addressed these recurring concerns by now. To the practice management: It would be beneficial to reinforce with reception staff that they are fulfilling a professional role rather than providing a favour, and that quality patient care should begin from the moment someone enters the practice. It is difficult to understand how this practice continues to operate in its current state. I am very dissatisfied with my experience at this surgery and intend to register with another practice at the earliest opportunity.

Felt like just a number here

I found it difficult to have a positive experience at this practice. As someone with ongoing health concerns, I felt that the appointment system and prescription ordering process were not straightforward. I had the impression that the care provided was impersonal and that patients were not treated as individuals. Additionally, I felt that the staff interactions could have been more helpful and professional.

Couldn't get doctor appointment when unwell on Friday

Had a respiratory infection following a recent illness and developed a chest condition that required medical attention. Needed to see a doctor on Wednesday but the practice was closed for staff training. A friend assisted me to get to another local practice for testing, where I was prescribed medication. By Friday, my symptoms had worsened and I attempted to contact the practice for advice or an appointment. I was informed this wasn't possible despite calling well before closing time. I explained my situation as best I could given my voice difficulties, but felt my concerns weren't taken seriously. I was advised to call the out-of-hours service later that evening. I found this experience very frustrating, as I felt unable to access medical support when I genuinely needed it. I was told I could make a complaint but felt discouraged from doing so. Overall, I was disappointed with the service and have decided to register with an alternative practice.

Team made me feel safe throughout

Thank you for taking care of me this morning during my injection procedure. The team provided excellent care, and I felt secure throughout the entire experience from beginning to end. Thank you very much.

Professional practice with efficient booking system

The practice demonstrated excellent organization and maintained a professional approach throughout.

Long pharmacy queue on single phone line

I needed to request a repeat prescription and confirm availability. The online ordering system wasn't working for me, and there wasn't a separate line for pharmacy enquiries, so I ended up queuing with appointment booking calls. The wait was quite lengthy. It took a considerable amount of time to speak with the pharmacy team. The surgery, despite being newly refurbished, operates with a single phone line for all services, which feels inefficient. The service experience was disappointing, though I recognise the staff themselves were doing their best. The issue appears to stem from how the system is organised rather than individual effort.

Reception staff could be more welcoming

A brief queue with appropriate spacing maintained, though visual indicators could have been clearer. When called through, the appointment ran punctually, with hand sanitiser provided and masks in use. The clinician was friendly and welcoming. However, the receptionist's communication—both during the telephone call and at the desk—felt quite curt, and their manner suggested they viewed my need for an appointment as somewhat inconvenient. Additionally, a particular clinician whose name remains displayed on the practice board and website is no longer working at the surgery.

Expansion didn't improve the service quality

The practice underwent expansion, yet this did not result in improved operational efficiency. I am disappointed with the ongoing decline in how this surgery is functioning.

Building work completed, vaccination centre now open

Throughout much of 2020, the practice was significantly impacted by extensive construction work, which coincided with the challenges posed by the pandemic. Once the building work concluded by early 2021, the facility transitioned to primarily functioning as a vaccination centre.

Long phone queues make appointments difficult

The time required to reach this surgery by telephone is quite frustrating. Upon my initial call, I found myself significantly far back in the queue. I spent a considerable amount of time on hold before eventually connecting with someone. The experience was disappointing.

Well organised practice with helpful staff

Extremely well-structured practice. The team demonstrated helpfulness and compassion throughout. Excellent work by everyone involved.