Riverside Health Centre
Riverside Walk, Retford, Nottinghamshire, DN22 6FBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Super Efficient
Rated 5 stars out of 5
by Claire Railton - Posted on 11 July 2024
For anyone out there who doesn’t really like technology (like me!!), don’t be put off by the online Anima Service. I needed to use it this morning and it was superb!! I sent my request at 8.05am and a prescription was done and waiting for me by 8.20am! All done via email. Absolutely excellent! Thank you Riverside!
Visited July 2024
Review titled Riverside Health Centre
Replied on 16 July 2024
Good afternoon Claire, thank you for taking the time to visit our page and leave a positive review. At Riverside we strive to deliver a consistently high standard of quality care and I am delighted to read you have experienced a positive experience using our new Anima system. We appreciate all patient feedback and this is discussed with the wider team to allow us to make any required changes. Your lovely comments will be a great boost to our hard working team and I will pass these on. Kind Regards Alison, Practice Manager
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Review titled Great Service
Rated 5 stars out of 5
by Lee - Posted on 13 June 2024
Always received a good service had some reticence with the new online system Anima but used it twice and absolutely love it. It relatively easy and swift to use reduces delays and unnecessary visits to GP, whist getting a same day appointment at the respiratory hub within 10 minutes from 10.30am.
Visited June 2024
Review titled Riverside Health Centre
Replied on 16 July 2024
Good afternoon Lee, thank you very much for taking the time to visit our page and leave a 5* review. I am delighted to read that you have have been able to navigate the new Anima system with ease and found the outcome to be prompt and positive to your needs. At Riverside we are constantly striving to make improvements to access for patients and we are receiving some lovely, positive feedback from patients who have found the new Anima system to be convenient and easy to use. We do appreciate all patient feedback and this will certainly be shared with the wider team as this is a boost for all the hard work going into making improvements for our patients. with best wishes, Alison Practice Manager.
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Review titled Found a way around the frustrations of Anima
Rated 1 star out of 5
by John - Posted on 26 May 2024
I have had two successful results at Riverside for different reasons and I hope my experience may help others. Having been unable to get an appointment, of any kind, on the day I logged on to Anima the next morning at 7.55 am. I managed to answer the questions and self diagnosed that I required antibiotics but did not request an appointment with a healthcare professional. I quickly received a phone call telling me a prescription had been sent to my local pharmacy. On the second occasion I again logged in and received the message that no further appointments were available to-day, So I immediately phoned the reception where i was "first in line" and the call was answered 25 minutes later . I had been ignoring the repeated message to get off the line and use Anima, and leave it free for older people ( well that's me!) so I stuck with it . I explained my self diagnosis and emphasised that I was not requesting a face to face appointment. A doctor phoned within a short time and gave advice , sending a prescription to my local pharmacy. I achieved what I was attempting to achieve. It was a struggle, no thanks to the awful Anima system, and frankly if Anima is progress , could we please return to normal soon. I just hope his review helps the many patients who are struggling with appointments and if they are not computer literate or very patient the whole system will be a nightmare scenario.
Visited May 2024
Review titled Riverside Health Centre
Replied on 05 June 2024
Good morning, thank you for taking the time to visit this page and leave your feedback. We do appreciate all patient feedback and this is shared with the wider team to allow us to review and make changes to our processes where required. I am pleased to hear you have received successful outcomes to your needs despite feeling some frustrations. Since the implementation of the Anima system in October 2023, the practice has made great progress in terms of access for patients and have increased same day access for those with urgent, clinic requirements. I would like to reassure you that many of our patients, over 18,000, are now registered for Anima, and the feedback, in the main has been very positive. We have found patients of all ages, including our elderly patients, are using Anima and find this to be much more efficient than having to wait on the telephone. We offer 1:1 sessions for patients who may struggle with online services and they can bring in phones, laptops, tablets, ipads etc and our IT Team will take them through the applications step-by-step. We have a designated Digital & Social Inclusion Coordinator who is working with patients on the NGS digital systems including the NHS App. By using digital services, this also assists with our telephone waiting times which are now vastly improved and as we monitor them, are reducing on a month by month basis. The feedback from our patients is they have found one to one sessions to be extremely useful. If you would like any support using the Anima system or the NHS App in the future, please contact us via our practice email address nnicb-bassetlaw.riversidehealthcentre@nhs.net and one of the team will arrange this for you. Kind regards Alison, Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Wendy Quigley. - Posted on 11 January 2024
Absolutely brilliant service today and yesterday. I was amazed how quickly I got my appointment. I saw I wonderful Dr. He was so kind and caring and put me at my ease. He took his time and was so professional. A big thank you.
Visited January 2024
Review titled Riverside Health Centre
Replied on 22 January 2024
Good afternoon Wendy, thank you for taking the time to visit this page and leave such a lovely review. At Riverside Health Centre, we pride ourselves on delivery a high standard of patient care and I delighted to read you have had such a pleasant experience when using our services recently. It is so important that our doctor/patient relationship is formed positively and this is by giving patients time. We do rely on patient feedback for reviewing our services and this is shared with the wider team. I have passed on your comments to the doctor concerned. Thank you again, kind regards Alison, Practice Manager
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Review titled Shambolic
Rated 1 star out of 5
by Anonymous - Posted on 11 December 2023
I will try my best to do a balanced review: every time I have spoken to anyone they have always been friendly (as to have I), under what are probably difficult and busy times. I also know from the past, that the surgery has some good Doctors. However that is where any positives end and this surgery should really carry a Health Hazard warning sign above the door and Website. Any continuation of care is none existent. I am fortunate to consider myself tech savvy and able to use their Anima booking app, god help anyone who isn’t (thinning out the herd springs to mind). Anyway, my wait for a face - face appointment continues (that should have been scheduled from 10th October and I also chased up the surgery 16th November). It is evident from other reviews and general conversation with friends/acquaintances, that I am not the only one to be let down by this Surgery. I certainly do not want a reply to this review from anyone who is accountable for this surgery. Their time is best served sorting out the mess they govern over or penning a resignation letter.
Visited October 2023
Review titled Riverside Health Centre
Replied on 12 December 2023
Good morning, thank you for taking the time to visit this page and leave a review. We are sorry to hear you are disatisfied with the service you have received recently from Riverside and we would be happy to investigate your concerns. If you would like to email us with your concerns this can be investigated thoroughly and we can then provide you with a personal response. Our email address is nnicb-bassetlaw.riversidehealthcentre@nhs.net. I would like to reassure you that many of our patients, over 10,000, are now registered for own new online system, Anima, and the feedback has been very positive. We have found patients of all ages, including our elderly patients, are using Anima and find this to be much more efficient than having to wait on the telephone. We offer 1:1 sessions for patients who may struggle with online services and they can bring in phones, laptops, tablets, ipads etc and our IT Team will take them through the applications step-by-step. The feedback from our patients is they have found one session to be extremely useful. We do appreciate all patient feedback and this is discussed with the wider team to allow us to make changes or improvements where required. Kind regards Alison, Practice Manager
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Review titled Terrible service
Rated 1 star out of 5
by Anonymous - Posted on 07 October 2023
Called for urgent advice from GP re post menopausal bleeding and constant pain. This followed recently prescribed medication. V unhelpful receptionist. Only interested in pushing the new online Anima system. After being insistent she eventually agreed to take details(intimate and private) and send to a care navigator who would respond within 3 working days. Obviously constant bleeding,pain and adverse reaction to a prescription is not seen as urgent by this practice as I did not get a response on the same day. My previous contact with the practice required 1hr 15min hold on the phone only to be told no appointments, ring 111. This previously reasonable GP practice now appears to be prioritising profit over patient access.
Visited October 2023
Review titled Riverside Health Centre
Replied on 11 December 2023
Thank you for visiting this page and leaving a review. At Riverside Health Partnership, we strive to deliver a high level of patient care and I am sorry you feel we failed to do so on your recent contact with the practice. As your comment is marked as anonymous I unable to look into the concerns you have raised without further information. Please would you contact the practice via our email address nnicb-bassetlaw.riversidehealthcentre@nhs.net and we will look into the points you have raised. Many thanks, Riverside.
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Review titled 8 months for blood test
Rated 1 star out of 5
by Richard Maxfield - Posted on 09 June 2023
I received notification in Oct 2023 for a well man blood test and 8 months on I am still no further on. I was told in November that I was on a waiting list for March / April and in April I was told I was on a waiting list for May. After eventually having the blood test which took 5 mins total, 5 minutes ! I am still waiting some 4 weeks later for the results after the surgery cancelled twice, even though they confirm my appointment on the day of both scheduled visits. This is the same surgery that never contacted me for covid or flue injections I had to chase those up myself after receiving letters from NHS London. Unbelievable bad service. 3 weeks ago I requested assess to my medical records via the correct forms and again still waiting for them. If they can not get the simple basic preventative processes correct what hope is there ? Regards Richard
Visited June 2023
Review titled Riverside Health Centre
Replied on 19 June 2023
Good afternoon Mr Maxfield, thank you for taking the time to visit this page and leave your feedback. At Riverside Health Partnership we strive to deliver a consistently high level of patient care and I am sorry you read, you feel we have not met your expectations on your recent communication with the practice. I have taken the time to respond to you personally via email and address the points you have raised due to the apparent confusion over blood tests and timescales. I have also had the opportunity to explain the systems for both flu and covid vaccinations inline with age categories and those patients who are vulnerable due to ongoing medical conditions. With regards to access to your medical records, I have also been able to assure you on your current level of access and what to do if you require full access to your historic medical history. I trust my full response to you has answered your concerns. We do appreciate all patient feedback and this is discussed with the wider team to allow us to make changes where required. I would like to thank you for your time in bringing your concerns to my attention and for me to be able to explain our systems and processes to you personally. Kind regards Alison, Practice Manager
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Review titled Good doctor experiences if you can manage to see one
Rated 1 star out of 5
by Anonymous - Posted on 23 July 2023
I have been with this surgery for quite a few years. When I have seen a doctor, for a face to face appointment, I have been very satisfied. However there are now hoops to jump through to see one. When I asked for an appointment I was initially offered a telephone consultation. This seems to be the first offer made. I asked for a face to face appointment as I felt my problem needed to be viewed and perhaps tests ordered. So I was offered a face to face appointment within 2 days. When I arrived I could see that , although mid morning , there were only 3 Patients waiting to see a doctor. We went in , one by one and were all seen by a Nurse Practicioner. I had diagnosed my problem, had to suggest that a physical examination of the problem would be beneficial and soon realised that all the nurse could do was issue a prescription. I asked for advice on managing my condition and it was very clear that she was a poor substitute for an appointment with a doctor as she could not help with advice. I hsve asked for an anonymous heading as when I complained previously to a receptionist she was quick to advise that I could move to a different practice in Retford. I would but, sadly , when I have enquired from aquaintances about other Retford* practices, they are quick to point out that their practices, once very good , now have most of the same problems getting a face to face appointment with a doctor as Riverside.
Visited June 2023
Review titled Riverside Health Centre
Replied on 01 August 2023
Good morning, thank you very much for taking the time to visit this page and leave a review on the service you have experienced during your recent visit to the practice. It is very difficult when the review is anonymous as I am unable to carry out a thorough investigation into the points you raise. However I would like to reassure you that each of our sites have a multi-disciplinary clinical team working everyday and we will always offer a telephone appointment or a face to face appointment according to patient choice, taking into account clinical urgency. Our team of Advance Nurse Practitioners are highly skilled members of the medical team, working alongside our doctors and I am so you feel the professional you saw was a 'poor substitute'. At Riverside Health Partnership we pride ourselves on delivering a high standard of care and customer services and am disappointed to read that a member of the team would advise you to move from the practice. This would only ever be the case if the doctor/patient relationship has broken down. General Practice is currently facing unprecedented demand across the country, not just locally in Bassetlaw, and we constantly review our systems to ensure patients have good access to the services they require. We do appreciate all patient feedback as this allows us to discuss with the wider team and make changes where needed. If you still require medical attention please do not hesitate to contact the surgery on 01777 713330 and the reception team will do their very best to assign you to the most appropriate clinician. You may also contact the practice for non urgent queries at nnicb-bassetlaw.riversidehealthcentre@nhs.net Best wishes Alison, Practice Manager
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Review titled Never Answer The Phone
Rated 1 star out of 5
by Anonymous - Posted on 12 April 2023
I have attempted to contact the surgery several times and i have been left on hold or in a que for over 1 hour. The excuse was they were busy, however other surgeries manage to answer the phone promptly.
Visited April 2023
Review titled Riverside Health Centre
Replied on 13 April 2023
Good morning, thank you for taking the time to visit this page and leave a review. General Practice continues to remain under pressure and therefore I would acknowledge that we are very busy, however this is not an excuse this is a factual statement. I would be very interested to explore your frustrations further as we have been monitoring our incoming calls very closely and the average wait time is between 2 and 8 minutes depending on the time of day. We are always extremely busy in a morning and we also find Mondays and Fridays are our busiest days. I am quite sure all other surgeries in Bassetlaw are facing the same issues in respect of call volumes and I would interested to discuss your findings with you. If you would like to contact the surgery on nnicb-bassetlaw.riversidehealthcentre@nhs.net with your name, contact details and details of your recent attempts to contact the surgery we will investigate your concerns. Kind regards, Alison, Practice Manager
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Review titled Possative appointment
Rated 5 stars out of 5
by Sarah Richardson - Posted on 12 February 2023
The Dr gave me verbal reassurance and a print out copy summary of my recent consultation with a specialist. I had three other topics that I wanted to discuss, (some arising before COVID 19) we managed to cover them all to my satisfaction and fairly quickly, even giving time to a minor procedure "while I waited", rather than having to make another appointment. Very pleased! On the way out I raised a couple of questions with the receptionist, who also responded quickly and efficiently. Such a good experience it deserves sharing. Thank you.
Visited February 2023
Review titled Riverside Health Centre
Replied on 13 February 2023
Good afternoon Sarah, thank you very much for taking the time to visit this page and leave a comment. We are thrilled to hear you are happy with the service you have received from the team, who are working extremely at this time of unprecedented demand. As our appointments have to managed by time constraints, it is pleasing to hear the doctor had chance to cover your issues during your appointment. Additional I am delighted to hear that the receptionist was also able to respond to your questions and ensure you had all the information you needed. At Riverside Health Partnership, we are grateful for any patient feedback, both positive and negative. All patient feedback is taken seriously and this is always discussed with the wider team. Your thanks will be passed on to the whole team. Many thanks for your kind words. Best wishes Alison, Practice Manager