Two Rivers Medical Centre

It can just take ages to get through. I was needing to see someone in a week by they said I had to phone on that day to get appointment, which again is difficult. We are in for a jab today to go on holiday and were able to book the appointments 4 weeks apart for that, which was good as we could then plan our day.

As a busy parent I would like to know where you are in the queue. I can put the phone on speaker and do a few things if I know I have a good number of places to go. I don't mind that, but since they stopped that, I cannot get on as I am worried that someone is suddenly going to speak to me and I won't be quite ready. We also recently needed a 2-week follow up, but told we would have to ring on the day and take our chances as they could not access the system to book us in. Very frustrating. They do advanced appointments normally so not sure why this could not be done. So then you have to diarise the day and have the stress of trying to get through in the hope you can see that same person again!

this is a good service mainly. Just would like to see the same GP myself for the complicated condition and calling 'on the day' means you end up with having to wait for ages and never can see same person as you don't know who is working then. The GPs will be in high demand so it is difficult but I feel it is important when things are more complicated. it would give me confidence that things were more thorough.

My wife and I have had numerous health issues, in and out of hospital and I get to see the same GP. I cannot sing their praises enough. I have regular check ups. Maybe it is because I am so ill that I get to see the same person and I hope that it the case for others if they are as ill as I am one day.

Do not come to the surgery often, but when I do it all is ok. My only wish is the telephone waiting should be less. I can wait 20 minutes which is difficult when you work shifts and on call. I am sometimes calling in the afternoon, but you have no hope of appointment, you just get 'ring back at 8am'. Well that does not work for everyone. Using the E-consult is far too long winded, again, my time is limited.

Getting through on the telephone can be the main issue, but when you get your appointment thing tend to run on time and everyone is lovely

HealthWatch Suffolk's project "Your Care, Your Way" had improved service for the Deaf patients like myself. Communication needs were requested and highlighted on system whenever a request for appointment were made and British Sign Language interpreters were arranged for appointments without patients having to request for one. Communication & appointments can now be made by mobile phone text messaging.

Beginning of December 2021, I booked appointment for my young child. Appointment was about 5 weeks away. The week before, I receive a text notifying me that GP unavailable and appt has been cancelled and to call to rebook. I waited 35 mins on telephone to book that appointment being number 27 in the queue.
Last year they commenced me on treatment (via telephone appt) and, as I was unable to get a repeat prescription without being seen and no appointment available to actually be seen, I had no choice but to reduce dose myself before finishing what I had remaining.

My dad cannot speak English, he went to his appointment at 9:10am and waited till 10:40am and they didn’t get him in then when he went back downstairs to find out why he hasn’t been called receptionist must of not marked him in and they can’t do anything about it.

Then when they try to arrange another appointment lady, she arranged another appointment top of her head without asking if the date is convenient for him then when I said you can’t just book appointment top of your head she said there is too much queue my dad needs to go she needs to deal with other patients and I said to her without sorting your current patient you can’t just deal with other patients but then she’s like shes helping for the day at the riverside if I’m not happy then I can speak to manager over the phone. Is this how you deal with your patients? He waited for such a long time on top your dealing like that?

Two riverside service is really going down and you really need to take it seriously with your patients because even last time when my dad come home he didn’t feel comfortable with the doctor as my dad cant Speak English the doctor seemed shouting at him and had attitude due to him not speaking and I made complaint straight away back then too and said I don’t want any appointments to be made with that dr.

Riverside really needs to sort how to deal with patients, you don’t accept tolerating or attitude in the gp but you do it to your patients is that right?


Don’t get treated equally here especially if you cannot speak English

Handed a letter face to face with receptionist at the medical centre as I could not through on the phone . It was requesting my records to be sent to a Private heart consultant in Cambridge. Stating in my letter I was a private patient. After a week nothing was sent, I asked the heart consultant in Cambridge. So I then had to go back to the Two Rivers Medical Centre asking the question why my medical records were not forward on, as this was urgent. The receptionist [...] told me the doctor was confused. After waiting in a long queue at the medical centre, I asked why did no one contact me by phone or email. The receptionist just said sorry. I was amazed by it all. A simple request but no action, communication in this day and age. I [am] now leaving this practice as [I believe] it does not care about its patients, and [has] grown too big and lack of staff. There is no point in ringing the Medical centre as you be hold for hours, I tried all week. Face to face is the only answer, joining the long queue, so so frustrating listening to others in the queue complaining. This New Fabulous Health Centre is letting us the patients down. Lack of care. Lovely building. No Doctors or Staff.