Riverside Surgery
Erith Health Centre, 50 Pier Road, Erith, Kent, DA8 1RQContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Terribly bad
Rated 2 stars out of 5
by Jean - Posted on 11 July 2024
I don’t event see the point to give the name of my GP when seeing doctors as they don’t even know me nor any member my family. I suffer sever discoid eczema for 10 years. I have been on repeat prescription for steroid cream due to flare ups that spread to my body. Without the cream, the flare don’t disappear and are uncomfortable and lead to itchiness ro the point that I bleed. I use the new online booking system to make a request for the steroid cream and even upload a picture of part of my body to show the flare, and I received a text to book an appointment - the earliest being in 3 weeks. When I called the reception to explain my case, I was told that this is the only way despite the fact that the same GP practice prescribed this cream on multiple occasion. I don’t understand why I even need to be seen when they are supposed to now my medical history which is also on my NHS app. Waiting this long will lead me to go to a private and pay a £200 consultation to get a £9 cream! This practice wasn’t great but since it merged with others this is worst! And I don’t even want to start talking about the prescription sent by my daughter doctor at the hospital that was never sent to our pharmacist despite emails and calls from us and doctors
Visited July 2024
Riverside Surgery has not yet replied.
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Review titled Extremely horrible practice.
Rated 1 star out of 5
by Anonymous - Posted on 20 June 2024
I’m so frustrated with the lack of assistance this receptionist has provided me. I’ve been on a new medicine for an ongoing problem I’m facing, and needed a monthly update to see how I’m getting on with the medicine so I filled out the triage form as they request and was told to book an appointment. When I went to book it claims no appointments are available and to call your surgery within 24hours if nothing appears. So I did and was told there was nothing they could do and that I have to try for 5 days. When I claimed what the website had said the women began to be rude and taking anger out on me. Never been spoken to like that on the phone and I’m so angry. As a receptionist working for the NHS your meant to help your patients and be on there side, I work alongside the NHS in my own job and never have I spoken to a patient like this. Avoid this practice at all cost!
Visited June 2024
Riverside Surgery has not yet replied.
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Review titled Utterly useless!
Rated 1 star out of 5
by Peter Weidemann - Posted on 03 May 2024
Have tried for two years to get a PSA test, no luck. Have tried to book an appointment to have a potentially serious condition looked at, not able to do so as the online booking system is useless. Reception staff useless. Take over twenty minutes to answer a phone call then send a text link to book an appointment on their useless system. Words really cannot describe how useless this surgery is. Will be using Erith Urgent Care in future. I have noticed they send a generic reply to all negative reviews, so clearly don't care about their patients; just in it for the money.
Visited May 2024
Review titled Riverside Surgery
Replied on 07 May 2024
Dear Mr Weidemann We're truly sorry to hear about your difficulties in booking your PSA test and the frustrations you've experienced over the past two years. It deeply concerns us when any patient encounters obstacles in accessing the care they need. After thoroughly reviewing your medical records, it appears that we indeed initiated the process for your blood test on the 4th of January 2024. We took the step of preparing the necessary paperwork and promptly notified you via text message. However, it seems there may have been an oversight, as the records indicate that the blood form was ready for collection, yet it appears you haven't had the test performed. Furthermore, we acknowledge your recent attempts to book an appointment through our triage system. We understand the importance of timely access to healthcare services, and we strive to facilitate this for all our patients. We're sorry if you encountered any difficulties in securing an appointment, and we genuinely appreciate your patience and perseverance throughout this process. Regarding our telephone system, we do recognise that waiting on hold can be frustrating, which is why we've implemented measures such as our ring-back feature to offer more convenience and flexibility. We want to ensure that you receive the assistance you need in a timely manner, without unnecessary delays. If you press 1 when prompted, you hold your place, go about your business and we call you back, why not try it next time. We understand your frustration and disappointment, and we sincerely apologise for any inconvenience or distress you've experienced. Please know that your feedback is invaluable to us, and we take it very seriously. Our practice manager personally reviews each comment and responds with genuine care and consideration, tailored to the individual's circumstances. We do not provide generic responses, as we believe in treating each patient's concerns with the attention and respect they deserve. We genuinely want to address your concerns and ensure that you receive the care and support you need. Our team is here to assist you every step of the way, and we encourage you to reach out to us directly so we can work together to resolve any outstanding issues. Having said that we find negative comments about our staff alarming and this does go against our zero tolerance policy as this type of negativity can have a profound affect on our hard working staff. Once again, we apologise for any inconvenience or frustration you've experienced, and we remain committed to providing you with the highest quality of care. Warm regards, Miss A Bell
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Review titled Restored my faith
Rated 3 stars out of 5
by Shirley Mathews - Posted on 29 May 2024
Reading other reviews I have had problems with the surgery and agree changes are needed but yesterday I had an appointment for a face to face,unfortunately I had injured my knee,could not walk and was kindly given a telephone appointment. I dealt with the Diabetic nurse who was really helpful,friendly and took time to understand my concerns, she left me feeling I had received good medical advise and her approach was impeccable. We should complain when needed but also praise when the service works well.
Visited May 2024
Review titled Riverside Surgery
Replied on 29 May 2024
Dear Mrs Mathews, we thank you for taking time out to write this review, it is really refreshing to hear that you have had a positive experience. Your comments will be shared with the entire team as this builds moral and we can learn from any comments good or bad.
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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 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 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.