"Outrageous wait times"

About: Latham House Medical Practice Latham House Medical Practice Melton Mowbray LE13 1NX

Posted via nhs.uk 2 years ago

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.

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Latham House Medical Practice

Submitted on 19/01/2023 at 08:59

Published on nhs.uk at 15:42

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

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