Riverside Health Centre - Retford

David

I never believed that medical care on the NHS could ever fall as low as the levels of service delivery of this Health Center. My experience of trying to book an appointment to see a Dr for annual checkups has left me VERY concerned. The issues are systemic in relation to the process of booking an appointment and not the broader issue of appointment availability as exacerbated by underfunding. The booking software and process are simply not fit for purpose and provide a dangerous obstacle to medical care that I feel is going to cost lives. I am very comfortable with IT, however the booking system simply does NOT provide a route /option to book an appointment to see a DR without extensive self diagnosis. Further when something was booked I had a Pharmacist call me, without identifying themselves & unannounced, before proceeding to demand personal information. They did not acknowledge that I needed to see the DR for an annual/ Bi Annual check up...but seemingly wanted to sign off on medication without a medical check up. After several weeks now I still have not seen a DR for a review and now have less than 2 weeks of medication remaining. This health Centre is a disgrace, is negatively impacting patient outcomes & I am confident, is going to kill somebody through neglect. Somebody senior in the NHS and our local MP needs to take a closer look at what is going on with this Health center...or should I say business as that is how it is being run. An utter disgrace! I will sharing my experience with the CQC, A major Red Flag needs to be raised here. This booking software system is the next scandal to hit the NHS in the making.

Lisa Wishart

Fantastic surgery. Always responsive, always helpful and kind. Like so many GP practices, over burdened with limited capacity but the Anima system is a really good resource for those able to use it.

Nick Playfoot

I cannot put it into words how terrible this surgery has become.

I have lost all trust and confidence that they can deliver any level of quality care. Quite simply and evident from recent reviews, you are failing your patients. The care of your patients should be your first concern and never compromised, however this is not the case. The online system Anima, (although it saves you spending two hours in a telephone queue to speak to someone) is a complete joke. Literally, god help any patients that can’t use technology or have no family support in this situation. I guess these will fall through the incompetence net that this surgery has created and their lives will be put at risk.

I am sure that this review will get a cut and pasted reply from whoever oversees this shambolic surgery. Saying how great everything is. But, get into the real world, as you are failing many of your patients. Fingers crossed that things improve the new Year. After my 3 Month wait for a face - face appointment. I am hoping for a Xmas miracle and I manage to get an appointment or any level of care in 2024! Anyway I will plod on in pain (accurate at times), thanks Riverside you are doing a tremendous job!

Adele Lawson

I needed to speak to a medical professional today so, I messaged the surgery. I recieved a phone call from reception within the hour. The receptionist couldn't have been more helpful and kind. I explained my problem and she arranged for a medical professional to call me. Again, the call was within an hour and a prescription was sent to my local pharmacy. The treatment I received was first class from start to finish. I really feel that the staff at Riverside don't get the respect and praise that they deserve. Thank you all.

Heather Price

I saw Lucy Deakin Nurse practitioner on Friday. The appointment was easy to make on the Anima system, I was asked to come in for a F2F appointment. It was on time and Lucy was thorough, friendly, kind, and overall I felt listened to. Happy I no longer have to wait on hold on the phone. This system really works for me, especially if I have to make an appointment when I’m at work.

H P R

Unfortunately the constant issues I have had with this practice over the past year has been very stressful. Put a google review last year but it seems to have disappeared.
The list is endless however I have enclosed recent examples.
1...Around august last year I was told I needed an urgent liver test and after 6 weeks I had not received the results. I was told they would make an appointment with the hospital to discuss the issue and this has not happened.
2...Had an ECG at the practice and the machine failed as it linked to a laptop and it took 10 attempts to get a blood sample. In fact the nurse asked me to come back another time and I refused.
Doctor said he would sort out an appointment at the hospital....never happened.
3...I was due to work abroad for a few months and I contacted the practice 2 months prior for 3 months medications. After 2 months they had not sorted it out and I had to seek private medical assistance abroad for the medications I need.
4...In December I asked to see a doctor reference to discuss my medication. They said a doctor will call you in in 3 weeks time. The doctor called and I was driving and the doctor left a message to say she would call back so I returned home so I would not miss the call. The doctor never called back and that was nearly 3 weeks ago.
6 weeks on and I still cannot speak to a doctor reference my medication.
5. In the past one of the call centres they use gave me false results on a test I had . She later apologised .

Chantal Hodson

Always had a good experience with this practice, myself and my daughter have had to see a doctor/nurse a couple of times and theyve always been professional, calm and very thorough, especially when it comes to children. Very quick at getting referals/tests done. Lovely staff that Ive met and very helpful. I do see how busy they are which all gp practices are and I do think they handle it well from what Ive observed.

Fay Evason

I’ve been with this practice for about 10months now and have been so happy with the quality of care I am receiving. The surgery itself is a very pleasant environment and all the staff are warm and friendly. I feel welcomed when I need to go.