Riverview Health Centre

Waiting room needs more female doctor availability

The practice would benefit from having a greater number of female clinicians available, as I would have preferred to see someone of that gender for my appointment.

Reception staff gave conflicting answers repeatedly

I found my experience at this practice to be very disappointing. It felt like nothing was being resolved during my visits. The team members and reception staff seemed disorganised, with inconsistent information provided depending on who I spoke with. The newer clinicians appeared to lack experience and offered similar generic advice regardless of the presenting issue. The reception staff came across as dismissive and unprofessional in their manner. I have serious concerns about the standard of care at this practice and believe it warrants closer scrutiny.

Reception staff attitude makes appointments harder to get

When I first became a patient at this GP practice, I felt satisfied with the care provided. However, my experience deteriorated significantly several years ago when I began to feel that explanations for my symptoms were inadequate and dismissive. Since that time, whenever I have presented with health concerns, the standard response has typically been to attribute them to viral causes with the suggestion that nothing further can be done. This pattern has been frustrating and unhelpful. Accessing appointments has also proven problematic, as the practice frequently operates at full capacity with waiting times extending several weeks or more, which is particularly concerning when dealing with urgent health matters. My interactions with reception staff have generally been disappointing, as they often come across as unwelcoming and unhelpful rather than supportive. The one positive aspect of this practice is the nursing team, who consistently demonstrate genuine care and make genuine efforts to assist patients effectively. Unfortunately, the quality of support from the nursing staff alone is insufficient to retain my confidence in this practice. I am actively considering transferring to alternative healthcare provision and would encourage others to explore other options as well.

Couldn't get through on the phone

I had a very poor experience during my visit.

Clean, friendly practice with attentive staff

The practice offers a pleasant, clean and comfortable environment. The team members are friendly and welcoming. The clinical staff provide good care.

Reception dismissed concerns about medication side effects

I felt let down by the level of understanding shown regarding contraceptive medication. After being prescribed my first contraceptive pill, I began experiencing severe migraines and nausea around six months into taking it. When I returned to discuss this, I mentioned that I suspected the pill might be responsible. However, the healthcare professional dismissed my concerns repeatedly, stating there was insufficient evidence for a connection and suggesting an alternative cause, though without offering any specific explanation. This led me to undergo various tests in an attempt to identify the underlying issue. Several months later, after relocating, I attended a different practice with the same symptoms, and the first question asked by the healthcare professional was whether I was taking a contraceptive pill.

Staff rudeness hasn't improved despite feedback

I must concur with the various observations that have been made about numerous members of the team. Given that certain feedback dates back several years, it appears that those in positions of responsibility may not be reviewing these comments. Courtesy is a simple gesture that requires no financial outlay, and if politeness does not come naturally, it would be more suitable to pursue a role that does not involve regular interaction with other people.

Receptionist was dismissive when rescheduling cancelled appointment

I found the communication style with patients to be quite abrupt and lacking in professionalism. An appointment I had scheduled several weeks in advance was cancelled by the practice. Due to other commitments, I was unable to contact them immediately. When I eventually called to follow up, the receptionist's manner was not courteous. I felt that if the practice had initiated the cancellation, they should have taken the initiative to rearrange or rebook the appointment themselves. A simple apology for any inconvenience would have been appropriate. Instead, I felt blamed for not calling back sooner, which seemed unprofessional. Overall, this was a frustrating experience.

Modern surgery with convenient on-site facilities

This is a pleasant modern facility that includes an on-site pharmacy and parking area. My visits have consistently been positive experiences. The healthcare team members have been courteous and maintain a professional approach.

Helpful staff across multiple health services

This practice offers a comprehensive range of health services including general medical care, laboratory testing facilities, and specialist clinics. The staff are pleasant and approachable, creating a welcoming and reassuring atmosphere for patients.

Felt reassured by professional approach

The medical staff demonstrated a reassuring manner and maintained professional standards throughout the appointment.

Car park chaos makes appointments stressful

The car park tends to be heavily occupied with staff vehicles, making it difficult to find a space without arriving well in advance. This situation is particularly challenging for all visitors, and especially problematic for those with mobility requirements.

Parking challenges in a busy area

Finding a parking space can be challenging during peak times, and it's advisable to keep valuables out of sight given the local circumstances.

Website information could be clearer

Updating the website would be beneficial. I was making a call from Scotland in relation to my brother to get in touch with the community nursing service.

Prescription sent to wrong city location

I waited on the phone for a considerable amount of time and was informed I was first in the queue. When my partner attended an appointment and received a prescription, we were told to collect it from a location that was quite far from where we live, which was inconvenient and frustrating. The whole experience felt poorly managed.

Receptionists gave wrong information about support services

I have had four unsatisfactory experiences at this practice. First, I asked the receptionists about addiction support services for a family member and was told none were available through them. A member of the pharmacy staff kindly took me to the back of the building where I discovered an addiction support service was actually located within the same premises. This was disappointing, as seeking help for a loved one is already difficult, and receiving inaccurate information from someone working in healthcare made the situation more frustrating. Second, I requested to be added to the waiting list for therapy and was told the list was extremely long and growing. I understand waiting lists are lengthy, but being on one seemed preferable to not being on it at all. I was given a phone number for an alternative service that only operated during working hours, and when I mentioned this conflict, I was told the crisis team was my only other option. I have since registered with a charity service that took my need for support seriously. Third, I attended regarding recurring sinus infections and was told nothing could be done without any examination. I was given the name of a steroid nasal spray written on a note and instructed to use it daily indefinitely. Fourth, I called about an ear infection and was directed to call 111. This resulted in back-and-forth calls between services, with 111 eventually suggesting Urgent Care instead. I attended Urgent Care, where staff were helpful but the situation highlighted an inefficiency—I waited twelve hours across two days for a five-minute assessment of a straightforward condition that could have been managed at the practice level. I question the value of a GP service that does not listen to patients or examine presenting symptoms, or receptionists who fail to direct people toward the help they specifically request.

Reception staff were unhelpful and dismissive

Do not expect professional reception staff, as they appear to be lacking in this area. The clinical staff are competent, however the reception team seem unwilling to handle multiple tasks and have been discourteous to myself and many others I have spoken with. I would recommend considering alternative practices. The overall experience has been disappointing with poor customer service standards.

Couldn't get through on the phone

The experience did not meet expectations.

Reception staff dismissed eligibility without apology

I attended an appointment to receive an autumn COVID booster vaccination after being informed I was eligible through online channels and text notification. Despite the practice's lower ratings, I decided to proceed with the booking. However, I encountered a frustrating situation when the staff member indicated that I did not meet the eligibility criteria, even though my circumstances were listed on the NHS website. The staff member did not appear to have this information documented in their system. I felt the interaction was dismissive, and no apology was offered. The experience has left me uncertain about the reliability of future NHS communications and whether I should pursue vaccinations as advised. The overall service fell significantly short of expectations.

Reception staff were dismissive when I called

I had a disappointing experience when I contacted the reception team at this medical facility. I had been instructed to call regarding some test results that needed to be transferred, but I found the staff member I spoke with to be quite unhelpful and dismissive. Their manner was unpleasant and left me feeling frustrated. I'm relieved that I don't attend this practice regularly.