Latham House Medical Practice
Sage Cross Street, Melton Mowbray, Leicestershire, LE13 1NXContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Waste of time
Rated 2 stars out of 5
by Julian Spong - Posted on 04 June 2023
I used the engage consult option on 25th May 2023 and received an email saying they would reply but not to get back in touch until at least four hours had passed so I rang the next day, 28 hours after sending my request, only to be told they couldn't find my request yet their website says it was seen and had been dealt with. Abysmal service
Visited May 2023
Review titled Latham House Medical Practice
Replied on 13 June 2023
Dear Julian Spong, Thank you for sharing your feedback. We have reviewed your medical record to investigate this confusing message you received. We can see that you submitted an Engage Consult contact on 25 May 2023 at 15:17. We aim to respond to all EC queries on the same day when received before 2pm. From a review of the system we cannot see any response sent to you from the Practice team who reply to our EC contacts. There is an error message which states that a response was unable to be sent, but the task displays a completed status. We are very sorry for your experience and currently do not have an explanation for the messaging you have described. We will continue to investigate this but initial thoughts are this is a system error. Thankfully, we understand that an SMS text message was sent the following day confirming an appointment for you. Thank you again for sharing this experience, we will continue to review this system to identify the problem and rectify it.
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Review titled Great experience
Rated 5 stars out of 5
by Rick Noble - Posted on 09 May 2023
Seen at Minor Injuries Unit. Very professional and knowledgeable staff. Referred to hospital immediately for an operation under general anaesthetic. Op went well great aftercare back at MIU. Thank you Latham House.
Visited May 2023
Review titled Latham House Medical Practice
Replied on 10 May 2023
Dear Mr Noble, Thank you very much for your feedback on your experience of our MIU team. We are delighted to read of your positive experience and your continued recovery. We will make sure your comments are shared with the whole team. Best wishes
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Review titled Great service today
Rated 5 stars out of 5
by Anonymous - Posted on 12 April 2023
Walked into minor treatments with my child having been advised to see a doctor by the pharmacist. Was given a phone appointment for the afternoon - thought this was good service. Phone rang 5 minutes later as the nurse could see the symptoms and that we lived out of Melton. As our child needed to be seen she asked me to come back in immediately even thought the phone call had been scheduled for afternoon surgery. Excellent, thoughtful, efficient service Latham House - can't ask for more than that. Thank you.
Visited April 2023
Review titled Latham House Medical Practice
Replied on 18 April 2023
Thank you for your positive feedback regarding your experience of our service. We hope your family are well.
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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.
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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.
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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
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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
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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
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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
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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