Healthwatch report highlights patient experiences at Latham House Medical Practice
The report is based on feedback from 672 patients and highlights that while many people value the care they receive once they are able to see or speak to a clinician, access remains a major concern.
People told Healthwatch that staff are caring and committed, and that repeat prescription services and the quality of medical care are working well for many. However, patients also described long waits for appointments, difficulties getting through by phone, concerns about the online triage system and the impact of cancellations and delays on confidence in the service.
Key findings from the report include:
- Accessing appointments is the biggest challenge, with many patients reporting long waits for routine and same-day care.
- Telephone access remains a major barrier, with patients describing long waits and difficulty getting through.
- Online systems work well for some people but can exclude others, particularly those without digital access, confidence or support.
- Staff are frequently described as kind, helpful and doing their best under pressure.
- Delays, cancellations and lack of continuity are affecting trust and confidence.
Healthwatch Leicester and Leicestershire is calling for improvements to appointment availability, telephone access, online systems, communication and continuity of care, as well as continued work with wider health and care partners to address capacity pressures linked to local population growth.
We reached out to the people of Melton for their feedback on their GP service and the people are clear: care at Latham House works well when they can access it. People clearly value the care they receive, but confidence in accessing that care is low. Improving access is the key priority for improving patient experience overall.
In its response, Latham House Medical Practice welcomed the report and said it recognised the concerns raised by patients.
Dr Matthew Riley, CEO GP Partner, Latham House Medical Practice said:
“We recognise that many patients have experienced difficulties obtaining appointments in the way or timeframe they would prefer and understand the frustration and anxiety this can cause.”
The practice also said it is investing in workforce and facilities, including welcoming new salaried GPs, recruiting additional clinical staff and creating eight new clinical consulting rooms to increase capacity and support future service growth.
We will continue to share patient feedback with the practice and wider health and care system so that people’s experiences help shape improvements.
