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 Anima system needs scrapping urgently
Rated 1 star out of 5
by John - Posted on 08 September 2024
I attempted to obtain an appointment to see a GP and the system informed me that there were no appointments, as I scrolled down, for at least 8 weeks So I used the question and answer approach. Most of tyhe questions were irrelevant but I pressed on. The end result was "go to A & E of phone 111". I logged in 4 more times and answered questions differently, even answering that I would be prepared to have physiotherapy treatment . The answers were exactly the same, " Go to A & E or phone 111. In the end I drove to the surgery where the receptionist typed something into the system, at great length and later in the day I received a text for an appointment 3 weeks ahead. It did not state that it was with a GP so it may be a repeat of my last appointment with a Nurse Practitioner. ( Last time she accepted my diagnosis and seemed to have very little knowledge of my condition so gave me pain killers and could give no advice ,at all, on managing my condition. I see from replies on this review site that 18,000 Riverside patients have signed up for Anima. Up to now only a couple have reviewed it as satisfactory. To get a national opinion of Anima I went on Trustpilot and found 71 reviews from across the country. 98% (69) said it was either dreadful,useless,,a disgrace, or a nightmare.1% (person) gave it 2 out of 5 and 1 person gave it 4 out of 5. If GPs are attempting to see far less patients they will achieve their objective ith Anima. THey will flood A &E waiting rooms with long queues and bombard 111 phone lines with calls. I would implore Riverside Management and any patients who are as frustrated as I am, to look at Tripadvisor reviews under" Patients Anima Health" If that happens things "may" change if Riverside actually want improvements.
Visited September 2024
Review titled Riverside Health Centre
Replied on 10 September 2024
Good afternoon John, Thank you for taking the time to visit this page and leave a review of the practice. We are sorry to hear about your frustrations with using our Anima system. We do actively seek patient feedback via methods such as questionnaires, links and comment boxes. We use such feedback to review and improve our services. We are therefore grateful to you for raising your concerns as we take all patient feedback seriously. It is difficult for us to comment on your situation specifically without the symptoms you were experiencing and your personal information. Therefore, if you would like to contact the surgery to discuss this further, please contact us on nnicb-bassetlaw.riversidehealthcentre@nhs.net with your name, DOB and contact details. Kind regards, Kate, Deputy Practice Manager
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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 Exceptional service
Rated 5 stars out of 5
by Deborah Roberts - Posted on 01 August 2024
Having had trouble with the Anima I went into the practise personally. I had four queries relating to our health. A took one query and dealt with it with determination, until she had sorted out all my issues/problems. I was so impressed and did tell her so. She even telephoned a few days later, in relation to the Anima. The reception staff have always gone out of their way to be friendly, helpful and professional. A was exceptional. The other A A helped me out when I was really ill too, not so long ago. I am grateful and appreciative, particularly as I work with GP practises in my job role, in another area and I don't often find such outstanding staff. So thank you.
Visited July 2024
Review titled Riverside Health Centre
Replied on 06 August 2024
Good morning Deborah, thank you for taking the time to visit our page and leave such a lovely review. As you will be aware, GP practices are under incredible pressure but despite that, our whole team strive to deliver a consistently high standard of care to our patients and I am delighted to read that you have received excellent service from our reception staff. We do appreciate all patient feedback and this is shared with the wider team. When patients deliver such positive and supportive comments, this really does boost the team so thank you again for your time in leaving this review. Best wishes, 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