Riverview Health Centre

Receptionist booked wrong doctor without asking

The receptionist scheduled me with a clinician that my family and I have chosen not to see for an extended period due to concerns related to mental health support. We had requested an appointment with a different clinician but were instead assigned to someone else. I attended what I thought was my mental health appointment without realising who would be seeing me. Once there, I found the consultation unhelpful. When I mentioned that the appointment time conflicted with my work schedule and asked if another time could be arranged during my free time, I felt dismissed. The clinician did not appear to engage with what I was sharing and concluded the appointment without addressing my concerns. I left feeling that I had opened up without receiving meaningful support, and the interaction left me feeling significantly distressed and despondent. As a young person seeking help for mental health difficulties, I walked out of the practice feeling deeply disappointed and without hope.

Friendly reception and clean waiting area

A pleasant facility.

Got the support we needed eventually

Eventually received a referral to the district nursing service. Had helpful conversations with supportive staff members, followed by exceptional care and guidance from another team member. Throughout our interactions with the service over several days, both myself and my husband found the experience to be thoroughly positive and appreciated. Thank you to everyone involved.

Reception staff unhelpful when booking urgent appointments

A receptionist at the practice was unhelpful and dismissive when a patient enquired about difficulties reaching the surgery to arrange an urgent appointment.

Doctor listened and explained everything clearly

I attended an in-person appointment where my symptoms were thoroughly explained and well understood. The consultation went very smoothly overall. I am very grateful for the care received.

Clean surgery with genuinely friendly staff

A lovely, welcoming environment that is well-maintained. The team members are approachable and provide good support.

Staff noticed what I'd missed at reception

The team at this practice have been truly excellent. I attended for a routine swab and the clinician I saw was considerate enough to identify that I was overdue for a blood test and promptly arranged this for me before I left. My experience with receiving a vaccination at the practice was also very positive.

Staff put me at ease during vaccine visit

Received a vaccination on Saturday. The team were wonderful and helped me feel comfortable throughout the visit. The environment was welcoming and pleasant.

Staff put people at ease with humour

I cannot express enough gratitude for the outstanding work being carried out in administering preventative healthcare services. The team demonstrated politeness and professionalism throughout, while also putting patients at ease with their approachable manner and friendly demeanor. Their ability to incorporate light-heartedness into their interactions made a challenging period feel somewhat more manageable and brought a bit of brightness to difficult times.

Reception staff were dismissive and unhelpful

This practice falls well short of expectations and I would advise against registering here. The reception team displayed unhelpful and dismissive behaviour during my interactions with them.

Efficient centre that does what it says

It functions as an intended treatment facility, fulfilling its designated purpose.

Reception staff could improve their manner

This review concerns the practice at Riverview health center. The clinical staff are entirely adequate, however the reception team's demeanor leaves much to be desired. Management should consider either making staffing changes or providing training to improve the standard of patient interactions at the front desk.

Long waits and no appointments available

I have had to wait over a week to get an appointment to see a doctor. When a particular clinician was available, I experienced no problems, but this situation has changed and there are currently no appointments available.

Unclear location information for practice

Is this practice situated in the Hendon area?

Failed to prepare for scheduled procedure appointment

When I relocated for university, I discovered that registration at a single doctor's practice is mandatory. This meant I had limited options and registered at this practice, which I now deeply regret. Over the past couple of years, I have experienced recurring episodes of a throat condition and have consistently been provided with antibiotics before being rushed through appointments. My previous medical provider and the current practice have declined to exchange my medical records, which has prevented me from accessing a specialist procedure. As a result, I continue to incur costs for ongoing medication as my condition repeatedly returns. One staff member in particular has hurried me out of consultations on multiple occasions. I have become upset during these interactions, yet I have not felt supported or treated with compassion. The situation reached a breaking point recently when I scheduled an appointment for a contraceptive device fitting following an initial consultation. Given my anxiety about the procedure, I arranged the appointment well in advance and asked my partner to take time off work to drive me there and provide support afterwards. During the week leading up to my appointment, reception staff contacted me to confirm which type of device I preferred. I confirmed my choice and spent the evening and morning before my appointment mentally preparing myself. Upon arrival, I was informed that the device would not be available until later that day, and I would need to reschedule for two weeks later when the appropriate clinician had availability. Only one clinician at the practice is qualified to perform this procedure. I felt profoundly let down and overlooked. The device should have been ordered with sufficient advance notice to prevent this situation. I asked whether the procedure could be completed after the device arrived, but was told the clinician was fully committed for the following two weeks. I was extremely distressed, as I felt the practice had repeatedly mishandled my care. Additionally, if I return in two weeks, I will have to attend alone and arrange my own transport home. The clinician's response to my partner was dismissive and unhelpful. I requested to lodge a formal complaint and was given a form containing multiple reference numbers, placed on hold for an extended period, and offered minimal space to document my concerns. I intend to contact the practice management to pursue this complaint, though I have little confidence it will result in meaningful change. I am counting down to graduation so I can relocate and cease attending this practice. If you are a student in the area, I would strongly recommend registering elsewhere.

District nurses listened and provided good support

The district nursing team visited me following my hip surgery. The nurses who attended were absolutely wonderful – they completed all necessary care tasks while also taking time to listen to my concerns. I'm extremely grateful for the excellent support and guidance they provided. Thank you so much for your outstanding care.

Couldn't get through after multiple phone attempts today

Attempted to call 14 times today to arrange an appointment without success. Fourteen attempts with no response. On the rare occasions I have managed to secure an appointment over the past two years, my experience has been disappointing. I was seen by multiple clinicians who appeared unfamiliar with my condition. For my shoulder issue, the approaches taken were inconsistent—one arranged imaging despite acknowledging it was unlikely to reveal structural problems, another administered an injection that proved ineffective, and a third suggested monitoring the situation and returning if symptoms continued. I have found this practice to be significantly below the standard I would expect and am planning to register elsewhere. I would encourage others to consider alternative options.

Long wait times and dismissive attitude throughout

I attended a local health centre in the North East last year during winter regarding a skin lesion that appeared significantly inflamed and potentially infected. I made two visits to the facility and experienced a two-week delay before securing a substantive appointment. I requested a referral to a specialist but this was initially declined, with the clinician suggesting there was no cause for concern. I was prescribed a topical treatment to apply twice daily, which proved ineffective. Several weeks later, a swelling developed beneath the lesion. I made repeated requests for specialist assessment and was informed the waiting time would be a minimum of three months. Following further pressure, an appointment was arranged for the following week. The specialist initially suggested there was nothing to worry about and questioned whether the swelling existed. Upon returning to my home country in June, another specialist examined me and identified the swelling as a cyst requiring removal alongside the lesion to prevent potential complications such as inflammation or infection. The procedure was completed within days of that consultation. I would not recommend this health centre to others considering the area. My experience with the clinical and administrative staff was unsatisfactory, and I felt the appointment scheduling process was unnecessarily prolonged despite apparent availability, which left me frustrated with the level of service provided.