Two Rivers Medical Centre

Getting through, not knowing where you are in the queue is frustrating. Can also end up not seeing right person. I had my hand go blue when I was given a blood pressure test by an clearly inexperienced member of the team.

Having been at the old Woodbridge Rd surgery for many years [...], we were sorry that they had closed and become part a new practice where things were not the old familiar comfort you seek when you are not well. Two Rivers have been amazing, from first port of call reception, then to navigation to the right medical professionals. All have been friendly, compassionate and, even though they are so busy, they take the time to listen and do their best to resolve issues. They are our go to in times of need and have never let us down.

For at least 4 years every month, my stoma supplies were not prescribed as requested. Despite many repeated clear instructions from the Stoma Nurse. They even started calling me to confirm, but still reduced the items that were required and requested with no explanation as to why. I could only assume it was a cost saving exercise. They have no idea about stoma products, and don’t understand that every stoma patient is different and have different needs.

Never got to see a regular GP making it very difficult to get the right care with my complex specialised medical conditions. Resulting in being given incorrect information or prescriptions not suited to my needs. No follow ups if blood test are unremarkable leaving a problem to go on and on until I eventually just live with the problem as it's too frustrating trying to get a GP that understands. After 4 + years I finally broke down having to deal with constant mistakes and lack of understanding that I was forced to change GP surgeries. The new Surgery is amazing and has made me realise just how bad Two Rivers were.

From the receptionists, many whom make you feel like your an inconvenience to the prescription team that cannot get orders right every month or understand the needs of a Stoma Patient, to many of the GPs that do not read or understand my medical history enough to treat me safely.
Also they have changed the phone system now so you no longer know how many you are in the queue and just have to hold for up to 45 mins plus to get an answer.

I am almost fully blind yet things need to be more adaptable in areas. I check in with reception and have to stand by the screen to try and see where I have to go without getting in the way of the screen. It is not too bad but I cannot move from there, and if they run late, can be there for quite a while. Once my name comes up I then have to work our the right direction to go as there are separate corridors to go down with different room numbers. Some times a clinician will come out and find me as I have taken too long to come to them. They NEVER offer to just do that for me.

When calling the surgery they used to have where you are in the queue, which I preferred, as you at least know the time is going down as you go down a number. Not sure why it stopped.

The doctors are ok as are the reception staff, but [the website] is extremely difficult to navigate due to the limited choices available. There appears to be no way to contact the practice (except by phone) even though the website claims it is possible. If you're just asking about a basic problem where a quick message would suffice it doesn't seem possible so you have to waste both your own and the staff's time hanging on the phone.

Yesterday I was 5 mins late and they would not see me, they made next day appointment straight away, which is good, however, when they don't run on time you risk a carpark fine! I had a one once of £100 if you went over the 30 minutes. I did appeal and got it back though. It just makes it a bit stressful.
I'd like to know where you are in the queue when you ring up as this has recently been stopped. It is good to know a rough idea of how much time you have when you call if you are limited you will try another day, but now there is no way of knowing.

First time coming in for a face to face appointment, but up until now I have not needed face to face. When I had a secondary infection from Covid, antibiotics were prescribed on the telephone, which I felt was appropriate. All good so far!

We have been here since they opened and the service has always been good. I am under the same Nurse Practitioner for my appointments and she gets a GP in when needed, but that is not often. I like the continuity of that and most of the time they can deal with everything.

When I have needed the service, it has been great. You don't know where you are in the queue now on the telephone which makes it difficult to know whether to hang on if you need to get somewhere. All the staff are very pleasant