What once was a good doctors surgery has now become the worst I've ever experienced. Sadly since Hurley clinic joined the Riverside practice it no longer has your community friendly feel. The local residents who signed up with Hurley Clinic now have to travel to Riverside practice for appointments when your luck enough to get one. I absolutely dread calling the Riverside practice because I find the reception staff very patronizing and dismissive. (mainly the guy receptionist) call backs from a doctor within 24hours is a thing of the past. Now your lucky if you get a call back within 2 weeks. Calling the doctors surgery in the morning is a nightmare and if you don't get through on time because the phone lines are so busy your met with a dismissive unhelpful member of staff that just tells you to try the whole madness again tomorrow morning! The online econssult bounces you to unrelated subjects and in most cases to 111 when it shouldn't. which makes me feel this online service is more about putting obstacles in patients way to deter you from receiving care from a very stretched Healthcare service. Now in the process of looking for another doctors surgery as this one causes more harm than good. (Receiving Healthcare shouldn't feel like a battle)

Poor service. Two years ago I tried to get an appointment, for the Hurley clinic. They booked me for Riverside without telling me, even when I signed in at the reception desk for the appointment. I ended up sitting in the reception for ages while my appointment was being missed. After that got sorted out (eventually), I needed to follow up on the issue this year. It's currently impossible to get a appointment (even telephone) and when I did e-consult instead it took the doctor more than 48 hours to send a acknowledgement text, no other follow up. Then the 'solution' to my lost referral offered by the reception team was another text a month later (telling me to phone a number that got disconnected 2 years ago!), by which time it was too late to respond to the text through the e-consult system... It seems they have lost all their proper GPs and just have locums now, run away!

Please don't register with this practice. It has the worst receptionist imaginable, its a long story but I would rather die than go back to this surgery. Every single receptionist needs to be redirected to a more suitable roll. They give the NHS a bad name it does not deserve. Why would you work with vulnerable people when you have no manners, no empathy or social skills. the stress they put you through is not worth it, find somewhere else.

I arrived for my vaccine this morning but the extremely rude receptionist informed me that my appointment was at another practice despite the text message clearly stating that I should attend the Hurley clinic. I asked the woman on reception why I was told to attend the Hurley clinic if my appointment was at another clinic and she simply shrugged her shoulders. I also witnessed her being very rude to another patient. Her general attitude is DISGUSTING and she should not be in a position where care and compassion may be required. I’m not surprised that your review rating is 1.9 !

They are the worst clinic in London !!! I cannot stress enough. The customer service , the struggle to get through to them on the phone , the rude receptionist at the river side. Whenever you call , you can be on the phone for over 1hour. Then when you finally get on the phone , they will claim they cannot hear you and phone cuts off. Sometimes you just want to march down there and do your worst ! Absolutely ridiculous GP. The one star is even generous.

Absolutely shocking that the e-consult form can only be filled out Monday - Friday during certain hours now. Why? It's hard enough already to get an appointment with a GP, you normally end up with a phone call. And now I'm going to have to get up earlier than planned to fill the form out before work. It's getting so hard to get help from my doctor

This GP (and NHS in general) is a shambles. I’ve been unable to reach anyone for several problems I’ve had over the last two to three years. Online consultation forms are only available to fill in during opening hours, and in the past, when I’ve managed to complete them, I’ve been provided with contradictory and confusing answers. I’ve never been called back when I’ve been promised, and when I’ve been persistent in following up, I’ve been accused of lying about this. I’ve also been sent multiple contradictory and confusing letters about appointments. Finally, I’ve been waiting for test results for over two months, and it looks like I won’t be receiving them any time soon. Whether the NHS is privatised or not, it seems it won’t make the slightest difference — I don’t have access to the NHS now, and I won’t have access to the NHS later.

Please please believe the awful reviews! They cancelled appointment on the actual day.. rescheduled for a phone appointment which they forget to call.. they rescheduled that appointment without telling us and tell us we have to wait another 2 weeks for an appointment. They are aware the health issue is very serious and time isnt on my side but the level of service is so shockingly poor and the receptionist was rude! Please stay clear of them!!!

DO NOT REGISTER WITH THIS PRACTICE. What was previously a decent one has sunk to the worst I have experienced as an adult. I have had to. chase three times for a repeat prescription. Some of the drugs must not be suddenly stopped. I have now run out and they have. I have spoken to the staff explained this and got no where. Far from being a help for your health they are a danger to your wellbeing.

Absolute shambles,no communication between Riverside and Hurley, appointments messed up, phonecalls not returned. Not fit for purpous,could go on but I fear I would be wasting my breath. Have been registered here for 50 years,then you actually saw a doctor of your choice and the service was excellent,not anymore.

Absolutely poor customer relations over the phone by not one but two different male receptionists. Having to battle for days over a repeat prescription for asthma inhalers is ridiculous and they need serious training or for someone to actually investigate their cv's. I am in the middle of writing up a serious complaint regarding this matter. Reason for just a 1 🌟. I will also like to mention that they need to praise and highlight a member of staff and her name is Lindsey,. She sorted out my issue in less than ten minutes and was just absolute class throughout. Five 🌟 ⭐ for Lindsey

1 star because I cannot put 0. I have never had a SINGLE good experience with the receptionists. They are extremely rude. I am a receptionist myself: if you hate your job, just quit it. They just hanged the phone up on me now, while I was asking a simple question.

not a gp surgery but a cold calculated business with a care for any patient. Shame! The owners will get their 13 pieces of silver.

The worst clinic that I've been subscribed in the past 5-6 years! Each time I've been seen by a different locum doctor! The last drop that filled my patience glass is that i have a productive cough since June, I've been seen by 3 different locum doctors, had few phone consultations, i was also sent for two X-rays to my lungs, have my blood tested, but here i am in October with the same productive cough and worsen symptoms! Should i also ad that their unprofessional staff logged me out from my NHS app and i had to prove my identity again, only because I've tried to switch to another clinic!?! I DO NOT RECOMMEND THIS NHS CLINIC TO ANY ONE, NOT EVEN TO MY WORST ENEMIES!! PERIOD!

Getting an appointment was always such an undertaking, but once lucky enough to get a ‘golden ticket’, there’s only apathetic attitudes, negligence and a refusal to listen or examine symptoms to look forward to. The cherry on the cake, however, is the abhorrent lying by incompetent receptionist staff. When made aware of this, and that they had been caught out, they had absolutely nothing to say. I have since switched surgeries. 0/10.

Clinicians do not seem to care about patient care and won’t prescribe medicine or prescribe a cheaper alternative that does not work. Service generally appalling and it is impossible to get appointment. They won’t see you. GPs still working from home from their ivory tower and won’t see patient in person. Awful

Booked an appt for my asthma check up. The receptionist booked me with a nurse that cannot do such check (defo training needed for that one). Waited a week as I understand they’re busy but they cancelled the appt by text. When calling to reschedule, they did not want to understand that I work so I can’t just leave work to go to whichever clinic they wanted to send me to. Denzel (apparently the clinic manager) was supposed to call me back. To this day (4days later), I’m still waiting. I have pumps right now, if i have an attack and die, that’ll be on them. Last year, the “nurse” forgot to prescribed the blue inhaler. I had an attack, had to get an ambulance to mine in order to help me! They wanted NHS time and money and caused me such distraught! Appalling services to say the least.

The admin staff at the Hurley clinic majority of them fail to satisfy my needs as their patient as they do not get on to their task’s immediately especially when I raise any queries to their attention. Unfortunately the admin staff have back logs of emails as I was told and is this because they aren’t on point with their job role? My two regular doctors are extremely fantastic. However the admin staff here at this doctors surgery their performance levels are extremely poor especially their communication level and majority of the time I had to be a middle man between this doctors surgery and my hospitals to sort my own health problem out having to get my own appointments booked in to be referred for hospital transport and many more and even to sort out my mothers medical problems which is very bizarre I.e.: one admin staff tries to get me off of the phone quickly instead of speaking to me politely so that I can get my full point across but he complains that I send e-consults and constantly ring in but I have to because I have urgent needs regarding my health just like everybody else due to my health conditions and if the staff here was on the ball with their job I wouldn’t be on their case. Staff here gets trained but they need much more training because their customer service is very poor. When they improve then hopefully I would be much more satisfied with their service and by then they will perform better. Until then Hurley and riverside gets one star from me.

Worst experience with this reception. They book appointments without asking if the time is suitable, then tell you the appointment is at Kennington to only find out it's at Reverside in Vauxhall only when you are at Kennington already. Had to rush to go to Vauxhall without even being sure if the doctor could see me or not, as it takes at least 30 minutes to arrive. Trust me, do not register with this clinic.

Their online consult service doesn't work - I have tried to submit for a few different issues and each time it tells me to phone 111 and doesn't log my request. You call up to book an appointment, but they say they don't book appointments in advance - you have to ring up at 8am to try and secure one for the same day. That's all fair and well, but what about if you have to travel into a workplace? I need to know when my appointment is booked for, as should I actually succeed in getting one, I don't work near the surgery, and my employer would like some notice. Also, no matter the time of day you phone, it rings for 20 minutes unanswered and then hangs up on you. This is even worse in the morning. As it stands I have had various concerning symptoms for a few months now and haven't actually been able to speak to a doctor about them at all, and I'm not sure when I actually will.

Literally useless unless you just want them to issue a repeat prescription. I did an eConsult for something non urgent - took them 3.5 weeks to even phone me back. Whenever I've had an urgent problem it's impossible to get an urgent appointment even after waiting hours on the phone.

I've been going to this clinic for the last 4 years and it's always been amazing. The asthma nurses are kind; the GPs always answer my e-consults fast. I just recently had a call with a medication advisor and she too was super helpful. Maybe folks only remember to write the reviews when they had bad experiences (and I can't deny they happened), but there is definitely a good side as well

Not good clinic at all they need to work better than that. You contact them put you on hold, for hour and two hour in the end. No one answer. I did contact them today more than one time. I always become the first in the queue and I had to wait one hour two hours and no one answer.

This place isn't even worth 1 star absolutely horrified on three separate occasions. A nurse contacted me after I submitted a e consult and requested a phone appointment she was so rude to me for no reason and didn't even order my prescription even though she said she would. 2nd time I was pushed to go to riverside for my childs appointment and the g.p I saw there was awful absolutely useless fobbed me off and didn't want to help I had to make suggestions for what type of medication would be needed. 3rd time needed an urgent appointment spoke to a VERY rude lady on reception when I addressed her rude attitude for no reason she began arguing with me. However after all that I got through to a Dr Banajee he was very good and solved the issue for me in no time. Regarding the awful other times it is totally unacceptable, someone could be in a serious health danger and this place couldn't care less. Very sad this surgery once was a place I wasn't afraid to call before.

Just been on the hold for 2hrs - I was call number 7, does it really take 2 hrs to answer 7 calls and cut me off !! you still can’t go to the clinic because of Covid, makes no sense at all.

Best GP practice I have ever belonged to. Never had a problem getting a GP appointment within a reasonable time frame. Always happy with treatment and advice.

I wanted to arrange a repeat prescription for the first time since joining the surgery. I phoned on Monday and received a message on Weds that it was ready to collect. Excellent service.

The Hurley clinic call system is appropriate for how are needing to talk to the doctor but is busy at work. We call, the answer machine tells us what number we are in waiting line. We hang up the call and the receptionist call us back. This is amazing.

Terrible terrible GP go somewhere else first they take forever and 3 days to book an appointment or get anything from them, quicker to walk there and back 3 tinn mmes than it is to get through on the phone, terrible customer service completely useless incompetent staff that don’t seem to know or understand anything completely waste your time completely unorganised ignorant useless staff

There are no appointments available. Not for today, not for next week, just no appointments at all. The doctors hang up on you after 30 seconds of superficial chat where you're meant to self-diagnose. You have to use 111, pharmacist or private insurance instead. It's the same as not having a GP, so consider signing up for any of the other local clinics instead.