Riverside Surgery - Ratings and reviews
Reviews
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Review titled Used to be a brilliant practice. Not now
Rated 1 star out of 5
by Anonymous - Posted on 14 March 2024
I have been using this surgery for over 30 years. Since the pandemic I have been unable to get an appointment. I only ever use them if desperately needed, but now it's impossible. Twice in the last 4 years i've found myself outside Erith Urgent Care as I can't get to see the Dr. ALL the original Dr's @ Battle road have left I don't even know who my Dr is now. I've been trying to get an appointment for my Autistic daughter and all I can get is a telephone appointment 2 weeks later. Get an email saying it'll be between 8.30 & 1. So I wait in all day with my daughter who won't speak on the phone. I double check with the surgery @ lunchtime that she's definitely getting a call only to be told. Yes but it's an afternoon appointment so it's anytime upto 4pm. I explain to reception that we've been waiting since 8.30 as we were told AM only to be told there's nothing she can do. Terrible service since they joined Riverside. I would change but both my children have used this surgery since birth and I have for 30 + years. Hoping that reviews will make a difference but I'm doubting it!
Visited March 2024
Riverside Surgery has not yet replied.
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Review titled Triage form not comprehended
Rated 1 star out of 5
by Brian - Posted on 18 March 2024
After completing a triage form for a face to face with a GP it was clearly evident that the form had not been read or that it had not been comprehended. The advice that was given was not helpful.
Visited March 2024
Riverside Surgery has not yet replied.
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Review titled Terrible
Rated 1 star out of 5
by Joey - Posted on 17 November 2023
It's impossible to get an appointment. The surgery think they are becoming more streamlined by having an online booking system, but it is so hard to actually get an appointment. Even more frustratingly, my sister also received a booking link but was shown at least 9 appointments and I was shown none. I described that my issue required antibiotics and am still unable to get an appointment. It's worrying when you read that if left untreated your issue could lead to further complications, but the basis of your treatment is left at the hands of a surgery with no compassion or ability to book an appointment over the phone in a timely manner. I dread to think about the poor old people who don't have access to the internet - if they get through to the clueless and compassionless receptionists and are made to wait.
Visited November 2023
Review titled Riverside Surgery
Replied on 17 November 2023
Riverside Surgery sends an apology to you for any disappointment caused over booking an appointment recently. Our appointment system is a challenging and evolving model one, which we are, contracted to fulfil to our best ability by NHS England. At Riverside Surgery, we understand that some people find it time consuming or daunting completing total triage. General practice is not one model - it is a number of different models - at Riverside Surgery, we are mindful that not one size fits all. Booking links, are valid for seven days (during core hours Monday to Friday 08.00hrs to 17.00hrs). The Government’s plan for GP practices this year was that, when patients contact their practice online or over the phone they will know on the day that they make contact how their query will be managed, rather than being told to call back later. If their need is urgent, they will be assessed and given appointments on the same day. If it is not urgent, appointments should be offered within 2 weeks, or patients will be referred to NHS 111 or a local pharmacy. We apologise if you believe we have not delivered on this to you.it may be possible when you tried to book with the link you were sent they had already been booked as it is a first come first serve basis. As previously mentioned, Care - Navigators direct patients to different clinicians within the practice, other professionals within the general practice or other medical professionals such as community pharmacists who can best meet the needs of the patients. This explains why your sister could see different availability. I understand you then called reception who advised you to try the link the next day, as it is valid for seven days or to complete the triage. If you had specified, when you work, when you would be available or if you would prefer a call rather than a link on your completed the triage, our Care-Coordinators would have seen that you had very specific booking needs and they would have called you to ensure that you could receive the appointment you desired. We recognise it is important for our staff to show compassion and support to our patient population. We also have to defend our staff because we understand it can be challenging to find the right words to express empathy in a second language. At Riverside Surgery we have a range of different cultures within our team and we can assure you that we all par-take in regular mandatory training this includes equality, diversity and inclusion training. I had asked our Care – Coordinating team to call you today to apologise and book you a convenient appointment. I have been informed that the team attempted to call you twice today but failed to reach you. Therefore, they booked you an appointment and I believe you have now accepted that appointment. This was a 24hr turnaround from your original triage.
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Review titled From great practice to worst practice
Rated 1 star out of 5
by Krishty Ankadu - Posted on 30 October 2023
I called @ 5pm to book for a doctor appointment and I was referred to the triage booking system using the link. I open the link and it shows that the practice is closed “out of hours core” & I called back again @ 17.20 I was asked to go on the link tomorrow morning @8am using the link given to book the appointment. Being sick and to go through the hassle of booking this appointment and while the practice is still opened why I can’t understand why the link doesn’t work and” it’s out of hours “. It’s getting worse as someone is being sick plus have to go through all this process to fill up a form and don’t know when to get an appointment. Why can’t it be a simple process to book an appointment . It’s like going through a test !! It used to be so good when used to be with Bulbank !
Visited October 2023
Review titled Riverside Surgery
Replied on 17 November 2023
Riverside Surgery sends an apology to you for any disappointment caused over booking an appointment recently. We understand that for some, it can be challenging and at times seems a negative experience. Our appointment system is a challenging and evolving model one, which we are, contracted to fulfil to our best ability by NHS England. At Riverside Surgery, we understand that some people find it time consuming or daunting completing total triage. General practice is not one model - it is a number of different models - at Riverside Surgery, we are mindful that not one size fits all. Booking links, are valid for seven days (during core hours Monday to Friday 08.00hrs to 17.00hrs). The Government’s plan for GP practices this year was that, when patients contact their practice online or over the phone they will know on the day that they make contact how their query will be managed, rather than being told to call back later. If their need is urgent, they will be assessed and given appointments on the same day. If it is not urgent, appointments should be offered within 2 weeks, or patients will be referred to NHS 111 or a local pharmacy. We apologise if you believe we have not delivered on this to you.
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Review titled Dreadful
Rated 1 star out of 5
by Anonymous - Posted on 31 May 2023
A practice where it's the manager who decides which patient a doctor sees. Unable to get an appointment unless you ring same day then not guaranteed which is useless for anyone who works.
Visited May 2023
Review titled Riverside Surgery
Replied on 05 June 2023
Dear Service User, It’s a shame you have left anonymous feedback as I would have contacted you directly to discuss your concerns. We are sorry that you have felt that the standard of service at Riverside Surgery warranted your negative review. Please be advised that, whilst complaints are infrequent, when received we will thoroughly investigate and will always manage these in line with the NHS contract. Riverside Surgery would like to thank you for the opportunity this has given the Practice to respond and improve our services. This Practice does its best to ensure that we provide a satisfactory experience. We feel fortunate to hear of your concerns, comments and suggestions that we expect will improve the care we provide. We regret that you felt the need to complain but we do understand that there may be times of disappointment. We apologise for any frustration or distress you may have suffered. We would like to assure you that Managers do not decide which doctor a patient sees, please contact me on complaints.g83630@nhs.net in order for me to investigate how you came to this conclusion. Riverside Surgery has adapted the "one call only" rule. In order to book an appointment service users can do this in various ways however, we are unable to accommodate you on the first try you are placed on an overflow list. You will be advised not to chase this up as you will receive an appointment within 48 hours. The overflow list is triaged for clinical urgency by the duty GP and a member of the admin team ( this could be a manager) will contact you via text, email or phone call with an appointment, around 95-98% of the appointments offered are face to face. For workers we have Doctors and Nurses appointments in the early morning, evening and Saturdays I have provided the link to our website which explains more https://www.theriversidesurgery.co.uk/opening-hours On reflection, the Practice would like to thank you for providing us with this invaluable insight and opportunity to improve our service. You have helped us identify key themes and learning points to improve the quality of our care, treatment and patient experience. you have expressed that our service is dreadful. It appears you feel strongly about this therefore, I would like to add that where you are registered is entirely your personal choice and providing your address falls within a GP catchment area you are free to register wherever you wish. I would be happy to help you with a smooth transaction to another surgery if you decided this would be a better option for you. I hope our investigations have answered your concerns. Kind regards Miss Avril Bell Branch / Complaints Manager
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Review titled The worst practice
Rated 1 star out of 5
by Rosita GENTVILIENE - Posted on 28 September 2022
By Far, the worst General Practice I have ever been with. I've been having aches and pain since July. After receiving no tests or help from Riverside hospital I went to private clinic. After tests and consultation, I was prescribed antibiotics and the clinic sent recommendations to my practice to make additional tests and scans. Have not received a word from my gp. Since july, I've been on 5 courses of the antibiotics prescribed by different doctors from different places, including A&E Queen Elisabeth's hospital. This place has had recommendations from private clinics in London, Lithuania and even Queen Elizabeth hospital, to do certain tests and scans. recommendations have been sent to them and by mail, and delivered by hand. Had a few appointments at Riverside Surgery, so far... to no avail. Problem persists, antibiotics aren't helping, receiving no help from my doctor. The same is the case with a referral to a rheumatologist (I have an autoimmune disease). Our surgery received recomendations from St. Thomas hospital to send me to the rheumatologist. 2 doctors at Riverside surgery promised to write a referral to Guy's hospital but in 4 months I have not received a referral
Visited August 2022
Riverside Surgery has not yet replied.
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Review titled Ask First is a shambles
Rated 3 stars out of 5
by Concerned patient - Posted on 18 May 2022
We are now being asked to use Ask First to book appointments however when I tried to set up an account it couldn’t even link me to the surgery and then I found out an account had been set using my email address so I went into it and the symptom checker is nonsense. All I needed to do was book an appointment - you don’t want to have to go through numerous questions to try and book an appointment. I am very disappointed that the surgery have aligned themselves with Ask First - it’s an absolute shambles - when I put in my symptoms it told me I didn’t even need to see a doctor when the doctor had told me to return after 3 weeks if the treatment they had given me didn’t work. Ask First is not the type of thing you need when you are feeling unwell and want to book an appointment. They also reserve spaces for Ask First so that when you ring the surgery there are limited if any appointments that the receptionist can book for you - this is a ridiculous way to run a surgery that is supposed to be helping people when they are feeling this way. A major disappointment!!!
Visited April 2022
Riverside Surgery has not yet replied.