Riverside Medical Practice
48 Worthing Road, Horsham, RH12 1UDContact details and opening times
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Reviews
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Review titled Poor service
Rated 1 star out of 5
by Yeo wool cho - Posted on 20 June 2025
I am writing to formally raise a complaint regarding the unsatisfactory service I received from Dr.at the reverside surgery practice on the morning of 19th June 2025, when I brought my 8-year-old daughter in due to an ongoing issue with itching and soreness in her genital area. The Dr. examined her and advised using Canesten cream but did not issue a prescription, stating that the cream was available over the counter in any supermarket. Following this advice, I went to several supermarkets but was unable to locate the cream. Eventually, I approached a pharmacy, where I was informed that due to my daughter’s age, the cream could not be provided without a prescription. I was asked specific questions about the intended use and was told that in cases involving children, a doctor’s prescription is mandatory. I visited multiple pharmacies and encountered the same issue at each one. As a result, I returned to the GP practice to request a prescription. I spoke to the receptionist and was told she would relay the message to the Dr.Later, I received a call from the practice informing me again that the cream should be available on supermarket shelves and that the Dr.refused to issue a prescription. I explained repeatedly that I had already attempted this, but the response remained the same. This caused significant distress, as my daughter continued to suffer without the necessary treatment. The following day, out of desperation, I visited more pharmacies and was again told that a prescription was required for an 8-year-old. Eventually, I had to lie and say the cream was for myself in order to obtain it. Only after applying it did my daughter finally begin to feel some relief. I find this situation deeply concerning. Firstly, it appears there is a lack of understanding about the availability and legal requirements around over-the-counter treatments for children. Secondly, I am troubled by the refusal to provide a prescription, even after I clearly explained the difficulties I had encountered and the guidance I had received from multiple pharmacies. I would not understand why the Dr.refused to issue a prescription in this instance, and I urge the practice to ensure the doctors are informed about pharmacy protocols, particularly where minors are concerned. It is vital that patients, especially young children, receive timely and appropriate care without unnecessary barriers.
Visited June 2025
Review titled Riverside Medical Practice
Replied on 23 June 2025
Dear Ms Cho, Thank you for your letter regarding your recent experience at Riverside Medical Practice on 19 June 2025. I am sorry to hear about the difficulties you encountered in obtaining treatment for your daughter, and I appreciate you taking the time to raise your concerns with us. We acknowledge that your visit was prompted by a distressing and ongoing issue for your daughter, and I am very sorry that your experience fell short of the standard of care and support we aim to provide. I regret the inconvenience and distress caused, and the fact that you felt compelled to misrepresent the intended use of the cream in order to access it. Having reviewed the consultation and subsequent communications, it appears the GP’s intention was to facilitate timely treatment by recommending a commonly used cream available without prescription. There was, however, a misunderstanding around the specific protocols relating to the supply of clotrimazole cream for children. Although this cream is licensed for use in children over one month of age for certain indications, there was confusion about its over-the-counter availability for genital symptoms in an 8-year-old. We had anticipated that, given you had already been assessed by a doctor, informing the pharmacist of this would be sufficient to allow supply. We now recognise that this was not the case, and that, in practice, pharmacists require a prescription in such circumstances. As part of our wider approach to supporting appropriate prescribing, we follow NHS guidance that encourages clinicians to advise patients to purchase over-the-counter treatments where clinically appropriate. However, in this instance, we accept that our interpretation of the guidance was incorrect, particularly in light of the age of the patient and the nature of the symptoms. We are sorry for this oversight and the difficulties it caused. Your concerns have been discussed with the GP involved and shared with the wider clinical team. We are updating our internal guidance to ensure that future recommendations for over-the-counter treatment take into account practical limitations on supply, especially for children. We are also reviewing our processes to ensure that when patients return after encountering difficulty accessing recommended treatments, these concerns are managed more responsively. Once again, I would like to extend my sincere apologies for the distress and disruption caused. Thank you for bringing this to our attention and for giving us the opportunity to learn from the experience. Yours sincerely, Vikash Malde Practice Manager
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Review titled Amazing service
Rated 5 stars out of 5
by Gerald mark sheer - Posted on 14 February 2025
I found the experience very helpful and appreciated being explained about my procedure and was given plenty of time to ask any questions about the problem and left very happy and relaxed
Visited February 2025
Review titled Riverside Medical Practice
Replied on 14 February 2025
Thank you Gerald for your feedback and taking the time to write your review and rate our surgery about your recent experience. Really pleased you have been happy with the care provided and it is always rewarding when we receive this positive feedback from our patients for whom we try our best to deliver an excellent service.
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Review titled Excellent GP practice
Rated 5 stars out of 5
by Andrews Gregory - Posted on 05 December 2024
This is a very well run practice. Efficient Helpful staff and good Communication. I had an excellent experience with my vaccinations with useful information provided. I was very well treated.
Visited December 2024
Review titled Riverside Medical Practice
Replied on 06 December 2024
Thank you Mr Andrews for your feedback and taking the time to write your review and rate our surgery about your recent experience. Really pleased you have been happy with the care provided and it is always rewarding when we receive this positive feedback from our patients for whom we try our best to deliver an excellent service.
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Review titled Gp visit
Rated 5 stars out of 5
by Michael lang - Posted on 14 October 2024
A calm and soothing meeting with the GP,made what could have been a scary visit into a comfortable and less worrying visit .the dr involved today was and is awesome
Visited October 2024
Review titled Riverside Medical Practice
Replied on 15 October 2024
Dear Michael, Thank you for your comments and taking the time to write your review of our surgery and your recent experience. It is always rewarding when we receive positive feedback from our patients for whom we try our best to deliver an excellent service. I will pass on your review to the staff at Riverside Medical Practice who will be so pleased to have received this feedback. Yours sincerely, Vikash (Practice Manager)
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Review titled Appointments not available
Rated 2 stars out of 5
by Matt - Posted on 10 October 2024
I hardly ever call the surgery as try not to waste people’s time. Rang this morning at 8.01 am with difficulty breathing. 15th in queue but no appointments available. Have to go to Crawley emergency. NHS is broken!
Visited October 2024
Review titled Riverside Medical Practice
Replied on 10 October 2024
Dear Matt Thank you for taking the time to post some feedback about the surgery. I am sorry to hear you have been unhappy with our services and that you were unable to get an appointment. The demand for appointments is very high and can change from day to day. Given you were experiencing breathing difficulties it was very appropriate to have signposted you to attend the hospital. I do hope you are feeling better. As we are all aware, the pressures on NHS services and demands are immense and we will always try our best to help our patients, although I know this is not always possible. If you feel you need any further help, please do not hesitate to contact the surgery. Yours sincerely, Vikash (Practice Manager)
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Review titled Brilliant service very proactive
Rated 5 stars out of 5
by Anonymous - Posted on 24 October 2024
I visited the practice yesterday and I was impressed by the service. The GP put my mind at ease and referred me for a blood test and booked a follow up review.
Visited October 2024
Review titled Riverside Medical Practice
Replied on 24 October 2024
Thank you so much for your kind review! We are delighted to hear that you had a positive experience at our practice. Our team strives to provide proactive and thorough care, so it’s wonderful to know that you felt reassured during your visit. We are committed to supporting your health every step of the way, and we're glad the referral and follow-up were helpful. Kind regards, Riverside Medical Practice
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Review titled Excellent service
Rated 5 stars out of 5
by Jean Wilkins - Posted on 15 September 2024
I was able to make a non urgent appointment with a Doctor for 2weeks in advance. Received a remember for appointment. Excellent advice given.
Visited September 2024
Review titled Riverside Medical Practice
Replied on 17 September 2024
Dear Jean Thank you for your comments and taking the time to write your review of our surgery and your recent experience. It is always rewarding when we receive positive feedback from our patients for whom we try our best to deliver an excellent service. I will pass on your review to the staff at Riverside Medical Practice who will be so pleased to have received this feedback. Yours sincerely, Vikash (Practice Manager)
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Review titled Great practice
Rated 4 stars out of 5
by Anonymous - Posted on 18 September 2024
The GP explored all aspects of my current health and to make sure all is covered I was referred for a full blood test.
Visited September 2024
Review titled Riverside Medical Practice
Replied on 19 September 2024
Thank you for your comments and taking the time to write your review of our surgery and your recent experience. It is always rewarding when we receive positive feedback from our patients for whom we try our best to deliver an excellent service. I will pass on your review to the staff at Riverside Medical Practice who will be so pleased to have received this feedback. Yours sincerely, Vikash (Practice Manager)
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Review titled Great practice.
Rated 5 stars out of 5
by Alastair Laker - Posted on 01 October 2024
I was lucky enough to get an appointment from a cancellation. Reminder received as usual. Doctor was friendly and gave advice that was easy to understand. Unhurried and interested in my situation. A really positive start to my day. Thank you.
Visited September 2024
Review titled Riverside Medical Practice
Replied on 10 October 2024
Dear Alastair, Thank you for your comments and taking the time to write your review of our surgery and your recent experience. It is always rewarding when we receive positive feedback from our patients for whom we try our best to deliver an excellent service. I will pass on your review to the staff at Riverside Medical Practice who will be so pleased to have received this feedback. Yours sincerely, Vikash (Practice Manager)
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Review titled Very helpful practice
Rated 5 stars out of 5
by Christine Bright - Posted on 12 August 2024
I am usually able to get a same day appointment. Either telephone or face to face. I find everyone very helpful and understanding.
Visited August 2024
Review titled Riverside Medical Practice
Replied on 14 August 2024
Dear Christine Thank you for your comments and taking the time to write your review of our surgery and your recent experience. It is always rewarding when we receive positive feedback from our patients for whom we try our best to deliver an excellent service. I will pass on your review to the staff at Riverside Medical Practice who will be so pleased to have received this feedback. Yours sincerely, Vikash (Practice Manager)