Hurley and Riverside Practices
Ebenezer House, Kennington Lane, London, SE11 4HJContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great service
Rated 5 stars out of 5
by Jen - Posted on 19 July 2024
Lovely friendly staff, despite IT issues I was seen quickly and efficiently. Really put me at ease and made it a good experience for me.
Visited July 2024
Review titled Hurley and Riverside Practices
Replied on 22 July 2024
Dear Jen Thank you very much for such a positive review. The IT issues were indeed challenging but I am very happy to hear that despite this you had a good experience. I will be sure to share your kind comments with the team who really will appreciate you taking the time to leave a review. I wish you well Kind regards Tracy Crossfield Practice Manager
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Review titled Medication review with surgery pharmacist
Rated 5 stars out of 5
by Anonymous - Posted on 03 July 2024
A pleasant and positive discussion, + blood pressure check. He dealt with me as a whole person, not just as a patient, so could interpose chat about my walking aid and comment on where I planned to go on holiday.
Visited June 2024
Review titled Hurley and Riverside Practices
Replied on 22 July 2024
Dear patient Thank you so much for your review. I am very happy to hear you had a pleasant and positive experience and I will be sure to share your kind comments with the team. I wish you a happy holiday Kind regards Tracy Crossfield Practice Manager
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Review titled Careless administrative processes
Rated 1 star out of 5
by Anonymous - Posted on 15 May 2024
I have now had 2 instances where a referral for medication has been sent to my GP via email to this surgery and the letter has been ignored / not processed properly. The first instance was in February . A letter was sent to my GP via to the practice's email but it was not picked up. When I called to get an update on the letter, I was told that it had not been received. This has just happened again with a letter that was initially sent on the 11th April. I called the surgery today and it was claimed that this letter was never received. I have checked with the sender and both letters were sent to the correct email address but neither was processed properly. The result of this error is that I am without medication that I need. There is a serious issue with either the process or the people in this process - the Hurley and Riverside Practice are receiving important information regarding their patient care and are not processing it properly.
Visited May 2024
Review titled Hurley and Riverside Practices
Replied on 15 May 2024
Dear patient Thank you for your feedback. As the Practice Manager I am very sorry to hear of this poor experience. I would like to invite you to reach out to me personally as I am unable to identify you due to the anonymous post. Please do make contact with me via the email address below and I will aim to resolve any issues you are having with your prescription requests swiftly. Thank you in advance Tracy Crossfield Practice Manager tracy.crossfield@nhs.net
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Review titled Lack of consideration
Rated 1 star out of 5
by Elena - Posted on 17 May 2024
My partner has been diagnosed with a chronic thyroid issue a couple of years ago and since then has been under daily medications. I just want to mention countless times where he has been left with no prescription as there has been no communication between the admin and the pharmacy. I would like to also share our feedback following a call he had with one of the practise’ doctor. He had some abnormal blood test results for which he wanted to discuss. Through a 5-minutes call, the doctor attributes his symptoms to a psychological rather than a physical condition, with no further investigation. The only reply he got from her was that she would have started procedures to book an ultrasound, but no idea of timing as she has been unable to confirm how and when he would have been notified about the next steps. The total lack of support and considerationleft us very disappointed and we have no idea of how to face this situation.
Visited May 2024
Review titled Hurley and Riverside Practices
Replied on 20 May 2024
Dear Elena Thank you for your feedback on behalf of your partner. I am very sorry to hear your partner felt very disappointed with his recent experience. Unfortunately I am currently unable to identify your partner and therefore I cannot look into this matter unless he chooses to make contact. Please may I ask, if possible, that your partner contacts me directly. As the practice manager I will do all I can to help resolve any issues for him. I am sorry for any inconvenience caused and I hope to hear from your partner at his convenience. Kind regards Tracy Crossfield Practice Manager tracy.crossfield@nhs.net
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Review titled Professional
Rated 5 stars out of 5
by Grace - Posted on 16 April 2024
Very professional. She introduced herself and explained what the call was all about. She was very courteous. She asked questions and explained the next step as to what will happen going forward. She was so beautiful and I did feel very good after we the review.
Visited April 2024
Review titled Hurley and Riverside Practices
Replied on 22 April 2024
Dear Grace Thank you so much for your kind feedback. I am very pleased to hear that you found the member of our team courteous and that the next step was explained to you. I was also happy to hear that you felt good after the review. I will be sure to share your review with the team. All best wishes Tracy Crossfield Practice Manager Hurley & Riverside Practice
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Review titled This is a very lovely practice
Rated 5 stars out of 5
by Anne-Marie - Posted on 22 March 2024
My experiences with the doctor and reception staff yesterday and today were very positive. There was an issue with my prescription on the computer and it was sorted sensitively and quickly. I have always had a good experience with this practice. The staff are very willing to help and the doctors and nurses are kind and professional. Thank you.
Visited March 2024
Review titled Hurley and Riverside Practices
Replied on 09 April 2024
Dear Anne-Marie Thank you so much for your kind words and positive comments. I am sorry to hear that there was an issue with your prescription but I am pleased to hear that this was resolved for you sensitively and quickly. I will be sure to pass this onto the team who will really value the time you have taken to leave feedback. I hope you continue to have good experiences with the practice. Kind regards Tracy Crossfield Practice Manager Hurley & Riverside Practices
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Review titled Absolutely awful !
Rated 1 star out of 5
by Kevin - Posted on 20 December 2023
I completed an e consult a week ago and was prescribed some medication for my condition. When I went to collect it from the pharmacy I was told that they had not received the prescription so I followed this up with the GP reception who told me that it had been prescribed but not actioned. The receptionist assured me that it would be actioned that afternoon. The following day I went back to the pharmacy to collect it and once again it had not been received so I had to call the surgery again and was then told that the prescription still had not been processed and I would need to speak to a doctor. A doctor called a few hours later and asked me what I wanted prescribed which I found a little odd seeing as I am not a doctor myself and the medication had already been prescribed when I completed the e consult. The doctor finally actioned the prescription but I then had a very time consuming run around time trying to find a pharmacy that stocked the product. My condition is much more severe due to me having to wait an entire week for this simple prescription. This is not the first time that I’ve had this issue with this surgery. I wish that there were better options in the area :(
Visited December 2023
Review titled Hurley and Riverside Practices
Replied on 09 April 2024
Dear Kevin Thank you for taking the time to leave a comment regarding the prescription issues you faced. I am very sorry that you had this experience and I apologise that your treatment was delayed due to this error, which you feel resulted in your condition becoming more severe. I do hope you have now fully recovered. I will feed this back to the eConsult GP and to our reception team. We do appreciate any feedback, both positive and negative, as the whole team can learn from this, so thank you for taking the time to bring this to my attention. I further apologise for the delay in my response but unfortunately I did not receive an electronic notification regarding this, as I would usually do, which enables me to respond sooner as I would always aim to do. I wish you good health for the future. Kind regards Tracy Crossfield tracy.crossfield@nhs.net Practice Manager Hurley & Riverside Practices
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Review titled Disappointing
Rated 2 stars out of 5
by Anonymous - Posted on 07 July 2023
I’ve been with this GP practise for nearly 30 years. For starters, the physical ambience is the most unwelcoming it has ever been resembling an unkempt warehouse. On my most recent visit the place wreaked of urine - possibly after the result of an accident in the waiting area which was simply covered with tissue paper. Nobody seemed bothered to clean it up! The reception service is hit and miss possibly due to the high turnover of staff. However, even with the “experienced” back room staff, it was very difficult to get a simple blood test order printed. Furthermore, I was also given incorrect information on where and when to get the blood test done which I only discovered after deciding to google the information myself. Finally and in all fairness, if you get through to one of the resident (not locum) GPs you tend to generally receive a good service at that point.
Visited July 2023
Review titled Hurley and Riverside Practices
Replied on 10 July 2023
Dear Patient Thank you for your feedback. I am the Manager of Hurley & Riverside Practices and have been in post for 3 months. As your feedback was left anonymously I am unable to contact you directly, however, I am happy for you to reach out to me if you wish to discuss further, any of the points you have raised. I hope to address them to your satisfaction in my response and I am very sorry that you were disappointed on your recent visit to the practice. Unfortunately the Hurley Clinic is a very old building which limits the improvements we can make to the interior. However, the interior was decorated recently to try and improve the physical ambiance, so I am very sorry that you personally found it unwelcoming. I can confirm that we have been experiencing water leaks recently in the waiting area, leaking through from the dwellings above. Please be assured we always report these problems whenever they arise, but as you will appreciate we have no control over leaks caused by residents living above the practice. We do however do all that we can to manage this as and when it occurs by putting up signs to inform our patients to protect their safety, placing containers at the site of the leak to catch any water that is coming through the ceiling and frequently mopping and cleaning up the area until the leak has ceased. We have also been having problems with the drains underneath the practice recently, which have been reported, so that could explain the smell you describe. With regards to your point referencing a high turnover of staff, we have indeed recruited more receptionists to the team recently, they are all currently in training and we continue to monitor their progress. There will always be an experienced member of the team close by should they require help or support. I am happy to look into any specific problems you have experienced with our more experienced staff if you wish to make contact. I am sorry that you found it necessary to google the information to find out where you could get your blood test carried out, the receptionist could have pointed out that the information is printed on the bottom of all blood forms, I will remind them of this. I would like to thank you for recognising the good service offered by our GP's, I will be sure to share your comment with them. Please do contact me directly if you wish to discuss any of the above in further detail. Kind regards Tracy Crossfield Practice Manager tracy.crossfield@nhs.net
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Review titled Attentive doctor
Rated 4 stars out of 5
by Barbara dorothy Aldous - Posted on 12 June 2023
Very professional and attentive doctor. Was extremely helpful and informative to my problems. Best appointment for a long time. Left surgery happy for a change. Doctors have always been good, but this gentleman was extremely caring
Visited June 2023
Review titled Hurley and Riverside Practices
Replied on 16 June 2023
Dear Barbara Thank you so much for taking the time to leave such a positive review. I have shared this with the Doctor who was delighted to receive this. I sincerely hope you continue to find the service you receive from our team so satisfying. Kind regards Tracy Crossfield Practice Manager
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Review titled Hurley clinic Kennington lane
Rated 5 stars out of 5
by Saidul Hoque - Posted on 19 June 2023
Im extremely happy for the service that I received from the health professional that saw me she went above and beyond for me to be honest was I was very low she listened to all my problems and made me feel so relaxed and calm I felt like a new man a big thank you.
Visited June 2023
Review titled Hurley and Riverside Practices
Replied on 26 June 2023
Dear Saidul Thank you so much for your kind review. I have passed this onto the clinician involved who was delighted to receive your review. I hope you continue to feel good and I send my best wishes. Kind regards Tracy Crossfield Practice Manager