Latham House Medical Practice - Ratings and reviews
Reviews
-
Review titled No care, disinterested staff
Rated 1 star out of 5
by Anonymous - Posted on 04 April 2023
This practice should be reviewed as they completely fail in their duty of care. Reception staff are disinterested and unconcerned. I went in to book an appointment that my doctor had requested. I was polite and considerate. I have been offered a telephone consultation in 9 weeks. Yep, 9 weeks. Apparently I’m not even allowed to see a different doctor - even though I’ve never actually had an appointment with my own. The fact that I run out of medication before the appointment doesn’t matter, nothing they can do about. I could phone the pharmacy team when I run out. That’s not the point. I feel unwell, my doctor has requested to see me, and I can’t get in for 9 weeks. I was told to take the offered telephone consult as that was all they offer. Until then, I suffer. And probably get worse.
Visited April 2023
Review titled Latham House Medical Practice
Replied on 18 April 2023
We are sincerely sorry to read your review. Please get in touch with us directly so that we are able to review your concerns and provide you with a full explanation of the circumstances and offered support.
-
Review titled Bad experience
Rated 2 stars out of 5
by Anonymous - Posted on 18 April 2023
I arrived 5 minutes before my appointment with my newborn and 2 year old. We were left sat waiting 45 minutes with no one letting us know there was a delay. 55 minutes of waiting I told the doctors receptionist I was nipping to the changing room to change my daughter nappy, to which I then came back out to find the doctor had given my appointment to someone who’s original appointment was well after mine. I then went in to my appointment an hour later than my appointment time and had the appointment. I then explained to the doctor I wasn’t happy about it and that I understood that sometimes these things can run late but the fact no one said anything and that I came back from changing my child and she was seeing someone else after I told the receptionist I was here and she said ‘ well you weren’t here’. I was absolutely stunned with that reply as I was here and was waiting an hour. I took my children and walked out. I was furious and had 2 tired and upset children with me. Just awful.
Visited April 2023
Review titled Latham House Medical Practice
Replied on 19 April 2023
Dear Patient, we are sincerely sorry to read of your experience. Unfortunately, on this day your GP's clinic was over running due to multiple patient appointments taking significantly longer than the 10 minutes scheduled per appointment. Clinicians do try to manage this as much as possible on the day but it can be difficult to predict the impact the the remaining appointments scheduled. If a patient is not in the waiting room at the time of being called, it is common place for them to continue with the next patient and to then return to the previous name after that consultation. This is to ensure that the schedule does not gather further time delays. Where clinics are over running, our reception team should inform patients to help manage expectations and we are sincerely sorry that this did not happen for you on this occasion. We understand that your Doctor was very apologetic to you once you were seen and we would like to echo this sentiment once again. Thank you for raising your concerns, we will reiterate to our reception team the importance of keeping patients informed as much as possible.
-
Review titled Follow on from my last review
Rated 4 stars out of 5
by Paul Cooper - Posted on 19 March 2024
After still not receing a further telephone call decided to go to the surgery at 2.00 where I was given an appointment for 5.15. At the appointment I was seen by a lovely nurse and doctor who carried out comprehensive checks & found I had a lung infection . Tablets ordered & collected & soon starting to feel better. This is the surgery at its best if only I could have done this Friday I would not have deteriorated only just avoiding a&e
Visited March 2023
Review titled Latham House Medical Practice
Replied on 19 March 2024
Dear Paul, Thank you for your positive feedback on your recent experience. We are pleased that you contacted the Practice in person with your clinical concern that needed to be seen on the day and that the team were able to support you. We will share your positive words with our whole team and wish you well. Thank you
-
Review titled Outrageous wait times
Rated 2 stars out of 5
by Anonymous - Posted on 28 December 2022
I waited twice in one day to book an emergency appointment with a Dr/nurse. The wait time for the first call was 1.5hrs that’s on hold waiting to be answered. I was told that I needed to phone back after 1pm. This call was 2hrs to be answered. I’m sure there were a high no. Of calls but this strongly suggests to me that Latham house does not have the capacity, leadership or intent to meet the needs of a growing community. Whilst the staff that dealt with my call were professional, the service that should be provided is greatly lacking. I would continue but feel too I’ll.
Visited December 2022
Review titled Latham House Medical Practice
Replied on 19 January 2023
We are sincerely sorry to read of your experience. Demand for our on the day (IAC) service was exceptionally high in December alongside reduced staff numbers due to illness. The IAC department handle clinical concerns that cannot wait for a routine appointment but it's important to note that this is not an emergency service. Anyone experiencing a clinical emergency should contact 111 or 999 appropriately for their concern. When patients contact us by phone, we offer patients the option to have a call back. This enables the caller to hang up and their queue position is held until they reach queue position 1 when a call handler will return the call and handle the enquiry. Our aim is to minimise call wait times, with a focus on peak call times. Unfortunately, exceptional circumstances can result in longer call waiting for which we sincerely apologise. Please be aware of the alternative ways to get in touch with the Practice for patient convenience. Urgent needs should always be a phone call to 01664 503000 Routine appointments on email to: llricb-llr.general.enquiries@nhs.net or online at https://www.lhmp.co.uk/engage-consult/ Prescription queries on email to lhmp.prescription@nhs.net We hope this supports your future contacts with the Practice
-
Review titled First class service and communication
Rated 5 stars out of 5
by Anonymous - Posted on 19 December 2022
Following recent concerns about potential gut health, I used the online "Engage Consult" service. I was very impressed with the ease of use and the follow up telephone consultation with my GP. Following this blood tests were arranged to test for a wide range of potential gut health conditions. On a personal note, I am delighted that these were all "Negative". However, I would like to send my heartfelt appreciation to the all staff at Latham House Medical Practice I talked to about the tests and the results. It is testimony to their professionalism and their dedication that some of this communication was made at 7.30pm on a Friday evening. I have nothing but praise for my GP and all staff at Latham House Medical Practice and will continue to speak highly of the excellent service they provide. Thank you once again!
Visited December 2022
Review titled Latham House Medical Practice
Replied on 22 December 2022
Thank you for taking the time to share your positive feedback on our services and support to you. Your comments will be shared with the whole team at the Practice. Thank you
-
Review titled Horrible practice
Rated 1 star out of 5
by Anonymous - Posted on 15 November 2022
Went for appointment today and doctor wasn't in for the appointment I made 3 weeks ago and was told I have to wait another 3 weeks for another appointment. Absolutely shocking
Visited November 2022
Review titled Latham House Medical Practice
Replied on 16 November 2022
We are sincerely sorry to read of your experience. We are communicating with patients to inform them that increased volumes of staff sickness may impact on some appointments. In the unfortunate instances where we may need to cancel an appointment, we aim to do this with as much notice as possible. We text the patient or send a letter to keep patients informed. If possible, we also offer an alternative (earliest available) appointment. Yesterday (15.11.22) we did not cancel any GP appointments. If you would like to get in touch with us directly at latham.complaints@nhs.net we would be happy to investigate your experience and provide you with a full explanation. This would also enable us to look at your specific experience and take learnings from it. Thank you for sharing your feedback
-
Review titled No issues
Rated 4 stars out of 5
by Anonymous - Posted on 28 October 2022
I have never had any issues with making an appointment, staff or care at Latham House. I have had emergency appointments with the Mental Health team as well as routine appointments. Yes, there has been times where I've had a telephone appointment first, but this has always been followed up with a face to face if necessary. I have this morning rung to make an appointment for my 14 yr. old. and I have been given an appointment for next Tuesday after school, with no issues whatsoever. I know this is not necessarily everyone's experience of the practice, but personally I have never had an issue either before, during or after COVID.
Visited October 2022
Review titled Latham House Medical Practice
Replied on 02 November 2022
Thank you for taking the time to share your positive feedback. We will share your feedback with the whole team. Thank you
-
Review titled Disgusting Service
Rated 1 star out of 5
by Susan Wood - Posted on 25 October 2022
I have been trying to get an appointment since July. Doctor told me to come back after 6 weeks. Had it changed 4 times spoke to a locum doctor for 15 mins who said they couldn't do anything i need to see my own gp with a face to face appointment. finally got there today On Time to find the check in machine not working had to wait for reception there were 11 people in front of me by the time i got there they said i was late and would have to rebook even though they could see how big the queue was. I was so upset. I know my gp is off and was willing to see another one. The amount of my time and reception and gp time that has been wasted is disgusting. The doctor put me on medication and told me it would need reviewing in 6 weeks i am still taking it not sure if i should be or not? I think i am ok but what if i were not what then. Cant even speak to a practice manager no one will see me.
Visited October 2022
Review titled Latham House Medical Practice
Replied on 02 November 2022
Dear Susan, thank you for sharing your feedback and for the time taken to discuss this on the phone with our Reception Manager. We are sincerely sorry for your rescheduled appointment. As explained, unfortunately, staff illness is often shared with the Practice on the day. Where possible, the team will try and rearrange these for the earliest possible next appointment and inform the patient of the change. If this isn't possible, we inform the patient, apologise and ask that they get in touch to rearrange this with us. In addition, unfortunately the self-check in machine will not allow a patient to check in if they are doing so on or after their appointment time. We are sorry that further delay was experienced due to queue size at our main reception desk at the time of your arrival. On occasions like this, additional staff are deployed to the main desk to support patient enquiries. Thank you for your feedback and the opportunity to learn from it and share further information with you.
-
Review titled Shocking appointment system
Rated 1 star out of 5
by Anonymous - Posted on 27 September 2022
I spent almost an hour trying to speak to a receptionist to make an urgent Doctor's as I wished to speak the Doctor on the phone. For 50 minutes of this wait I was number 1 in the queue so I decided to use my mobile to try : I was waiting 20 minutes on this phone (still unacceptable), but the second phone was answered before the first call made. How can this be other than the original call was being ignored. When I did speak to someone, she was very pleasant and did not know how that could have happened, however, I was unable to get an appointment to speak to the doctor on the telephone (not a face to face appointment) until 31 October 2022...5 weeks. How is this acceptable? I explained that it was an urgent call to discuss the aftercare of my 88 year old Father who is in hospital after his operation went wrong. Considering it is the largest medical practice in the country it's systems are ineffective and not fit for purpose.
Visited September 2022
Review titled Latham House Medical Practice
Replied on 02 November 2022
Thank you for taking the time to share your feedback. We would like to apologise for your experience when contacting the Practice. In March 2022 we upgraded our phone system to include a call back option for patients to utilise. This system holds the queue position and returns the call the patient when they reach the first position. Based on the information shared in your review, we are unable to explain your experience. Please get in touch with us at medicalsecretaries@nhs.net to confirm the date and time of your call and the phone numbers used to call us. This information will enable the phone providers to isolate your call and look for technical faults. It is essential that they have this information to be able to learn from the experience and implement improvements going forward. In addition, we are also aware that some patients may still be trying to contact the Practice using previously shared suite phone numbers. These numbers have changed over the years, and we would always advised patients to contact us via the main phone number or engage consult to ensure they reach the team for assistance. Finally, we were sorry to read of a delay in available face to face appointments. We continue to experience high volumes of staff illness alongside clinical vacancies. We continue to focus on recruitment into clinical roles and have employed additional locum GP cover to support patients at this time. We would like to apologise for your experiences on this occasion but hope this response has helped to explain the circumstances.
-
Review titled Since having a stroke
Rated 2 stars out of 5
by Darryl robson - Posted on 16 October 2022
In April I had a stroke and had to have major surgery I thought it was over but since trying to get back to some sort of normality and getting back to work I have been under more stress than before my stroke,I wanted my doctor to give me a medical so I could return to work every time I see my doctor I explain I am under a lot of stress with not being able to pay my household bills I thought medical professionals would help after a stroke but my doctor has gone about helping me useing his way I am now band from driving I always have to wait weeks to get in to see my own doctor and several times I get a text saying my doctor is off sick at the last moment when I do get to see my own doctor I tell him I am stressed about not being able to go to work and pay my bills but after having a stroke I haven’t had my blood pressure checked in months the stroke assessment team contacted the surgery to say that I need my blood pressure checked to prevent another stroke and the surgery called to say they could fit me in on the 21 st October 2 weeks later d robson
Visited September 2022
Review titled Latham House Medical Practice
Replied on 02 November 2022
Thank you for sharing your feedback, Mr Robson. We can confirm that our Governance team are investigating your concerns and will respond to you directly with the results of our investigation.