News

Important Patient Update – Changes from 1st October 2025

Starting from 1st October 2025, the new GP contract requires all practices to operate an online consultation service during core hours. This aims to improve access and reduce the challenge of booking appointments. 

Access to GP appointments has been a longstanding national challenge. The new secure online service offers a convenient way to submit medical or administrative concerns, aiming to improve access to care and ensure patients receive timely support. 

Starting from 1st October 2025, our practice is recommending online consultation for all queries to improve patient care. This approach ensures you receive the most appropriate advice or treatment quickly, prioritizing urgent issues while managing routine care efficiently. Instead of calling, you will now submit your medical or administrative concerns securely online, available from 8:00 AM to 6:30 PM, Monday to Friday.

How do I contact my GP?

The quickest way to contact your surgery with medical or administrative queries is by submitting an online request here on our website (link coming soon) or through the NHS App. We are dedicated to supporting you through multiple channels - online, by phone, or in person.

What if I don’t have a smartphone or can’t use the internet?

You can still contact your surgery by telephone or visit in person. Our receptionist will assist you in filling out the online form on your behalf or triage your query accordingly. This allows you to contact us conveniently via phone, online, or in person, with all requests being promptly assessed and scheduled with the appropriate clinician.

Rest assured, all requests will be handled promptly and equally, regardless of your preferred method of contact.

Why has this changed?

Traditional ways to contact your GP often meant that appointments were being allocated on a first-come, first-served basis, with long phone queues to get in touch with your surgery. This meant that vulnerable patients, or those who needed care sooner, were missing out.

You can avoid the queues by submitting a request online, making it easier to reach out to your surgery. By registering requests through an online form, your surgery can prioritise and action requests quickly and fairly, ensuring that you get the right level of care at the right place and the right time.

What happens once I’ve submitted my request?

Your surgery will use the information you provided to ensure that you’re given the most appropriate care. They may send you a text message containing a link to provide more information if needed.

If an appointment is required, they may send you an appointment booking link via text message or arrange this over the phone. If there is a faster or more appropriate route to care, you may be offered this, such as being asked to go to your local pharmacy or being referred to another service.

What if I have more than one health concern?

Like the appointment process, we triage your requests and recommend booking one appointment per health concern. If you have multiple problems, we recommend submitting a separate triage form for each issue to ensure appropriate attention and care.

This is so that the GP can make an accurate assessment of each concern. Please note that you may be directed to an alternative service or professional to help with your health concern, for example, A&E, your local pharmacy, etc.

When will I receive a response?

Appointment requests will receive a response within one working day. If you need to be seen on the same day, you will receive a call from the practice. If you need to book a routine appointment, you will receive a text message with a link for you to book.

Administrative requests will be acknowledged within two working days. Please don’t resubmit the same form. If you haven’t received a response within the relevant timeframes mentioned above, please call the practice directly.

How can I access the form?

You can access the form in several ways:

·       Website: Visit http://www.lathomroadmedicalcentre.co.uk, select Contact us online. You can also access the form via the ‘Appointments’ page.

·       Log in to the NHS App, go to ‘Services,’ then ‘Contact your GP about a health problem’ (note: appointments are triaged before being scheduled). 

·       Use the link in the text message received when Triage was launched to access the form; no username or password is needed. 

·       No username and/or password is required. Forms can be completed by patients, relatives, or carers on behalf of the patient.

* Please note, GP appointments are not available via the NHS App; all requests are triaged before an appointment is scheduled.

What if I can’t attend the same-day appointment offered?

If the GP feels you need to be seen on the same day, you will be expected to attend your appointment. If you are unable to attend the same-day appointment offered, you will be directed to out-of-hours services.

If you are unable to/do not want to attend out-of-hours services, a different day appointment will be offered as per the clinic’s availability. Please make sure you provide your availability when you complete the form so that we can take this into account when offering an appointment.

Will I receive a quicker response if I attend or call the surgery?

No, if you visit or call the surgery, all appointment requests will be handled promptly and equally, regardless of your preferred method of contact. The receptionist or call handler will need to go through the triage details with you to capture all the required details.

If you/the patient cannot fill the form in for whatever reason, calling the practice would be the best option, as it avoids an unnecessary visit to the practice. Forms can be submitted between the hours of 8.00 am and 6.30 pm.

Will I see a GP?

The team assessing your request will decide who the most appropriate healthcare professional is for your needs. This means you may not see a GP during your appointment; instead, you may see one of the following:

• Advanced Nurse Practitioner – a registered nurse with advanced training: they can assess, diagnose, treat, and prescribe medication.
• First Contact Physiotherapist – an experienced clinician who manages most conditions, requests investigations, and can prescribe medication.
• A Trainee GP or GP registrar - a fully qualified doctor in training who can assess, diagnose, treat, and prescribe medication under supervision.
• Clinical Pharmacist – a clinical pharmacist can provide advice in relation to medicine use and can also prescribe medication as and when needed.
• Local pharmacy – Minor conditions can be directed to your local pharmacy. (Exp: Acute otitis media, Impetigo, Infected insect bites, Shingles, Sinusitis, Sore throat, Uncomplicated urinary tract infections)

Do I need to fill in a triage form for a prescription request or for test results?

For any administrative queries/requests, such as repeat prescriptions, test results, etc., they can be submitted by clicking the ‘admin query’ button. Did you know that using the NHS App is the quickest and most efficient way to request repeat prescriptions and view your test results?

Haven’t you already downloaded the NHS App? Click here.

How do I know which GP I will be seeing/what about if I want to see a specific GP?

If there is a specific GP you would like to see for your appointment, please state this on the form. If it’s a same-day appointment that you require, the receptionist will call you and let you know which GP your appointment is with; it may not be your preferred GP, depending on availability, for example, they may not be working that day.

If it’s a routine appointment that you need, our reception team will contact you. We will consider your preference for GP when sending you the available slots, but again, they may not be available on the date and time of your appointment. If the GP triaging your form thinks you need to be seen as soon as possible, but your preferred GP is not available, you will be offered an appointment with another clinician or You have the option to use out-of-hours services if you prefer.

What does the form ask?

You’ll be asked to describe:

• A description of your symptoms and concerns.
• Duration of the issue and its severity, including its impact on your daily life.
• Any treatments you have already tried.
• Your preferred method of assistance (callback, face-to-face, prescription).
• As much detail as possible, including relevant pictures (excluding private parts).

How to help us help you 

To make sure we can triage your request effectively, please provide:           

• Only one problem is described per form.
• Your contact details (phone, email, text) are current to enable prompt communication.

Support for patients

If you cannot access the form online, our reception team will still be available by phone to help you complete the online form.   

Please note, there are no changes to booking appointments with our Practice Nurses, wound care, vaccinations, chronic disease reviews (diabetes, asthma, COPD), or the Minor Injury Service.

Out of hours 

Please note that triage forms cannot be sent to your GP over the weekend; instead, kindly contact NHS 111 for urgent assistance, as they can connect you with an out-of-hours doctor if needed. For emergencies, please dial 999.

Need help completing the form?

We understand not everyone is comfortable with technology. If you need support, our reception team is here to help you complete the form in person or over the phone.

For a step-by-step guide on how to complete the form, please watch the video below.

Minor Disruption Caused by Power outage

On 30 July 2025 at approximately 16:00, a power outage occurred due to a failure at Lathom School, affecting 68 surrounding buildings, including our premises.

We were in immediate contact with UK Power Networks, who informed us that engineers had been dispatched to investigate the issue, though they were not expected to arrive on-site until around 17:30.

During the outage, prebooked clinics continued using manual entry, and callers were diverted to the GP Co-operative. Our phone system was updated with a recorded message informing callers of the outage and advising them to contact the GP Co-operative for any urgent queries or assistance.

We sincerely apologise for any inconvenience this may have caused and appreciate your patience during the disruption.

We are pleased to confirm that power was fully restored by approximately 18:00, and we have not encountered any further issues since.

Access to Weight Management Medications (Wegovy and Mounjaro) on the NHS in North East London

We understand that there has been a lot of information circulating about weight management medications like Wegovy and Mounjaro, and we appreciate your interest in these treatments. However, please be aware that these medications are only available through a specific NHS program in North East London, and they are prescribed based on strict medical eligibility criteria outlined in our interim policy. The policy states that only individuals with severe obesity and related health conditions, such as heart disease, high blood pressure, or diabetes, who meet specific BMI thresholds, will be eligible for these medications. Not everyone who wishes to access these medicines will qualify, as they are intended for patients with significant health risks, and their use must be carefully managed to ensure safety and effectiveness. We are committed to providing the best possible care and will support you with alternative weight management options if these medications are not suitable for you at this time. Please speak with your healthcare provider to discuss your individual health needs and the available support options.  

Thank you for your understanding.

Interim policy for accessing Wegovy and Mounjaro for weight management on the NHS

Changes to Acute Prescription Requests

Lathom Road Medical Centre has observed a concerning increase in prescription requests from pharmacies for acute medications and prescriptions from past treatments, which can lead to medication errors and unnecessary wastage. Ensuring safe prescribing and medication management is our top priority, and we are committed to reducing these risks through the following measures:

• Effective immediately, we will no longer accept prescription requests from pharmacies for acute medications or prescriptions from the past.
• Requests for medications on "repeat prescriptions" and "repeat dispensing" will continue to be accepted as usual.

Patient Safety Reminder: Prescribing medications appropriately is crucial to prevent medication errors and ensure effective treatment. Patients are encouraged to contact the surgery directly for any medication requests, including those from the acute list or past treatments. To help us process your request efficiently, please provide a clear reason for your medication request, especially for acute medications, which are typically intended for short-term use within specific timeframes.  

How to Request Your Acute Prescription: 

Patients or parents are advised to order their prescriptions via the following methods to ensure timely processing:  

• The NHS app or Patient Online Access apps/acount.
• Online consultation - medication request form from our website.
• Email us at ​nelondonicb.lathom.patients@nhs.net
• Post your request to our address.
• Submit the prescription request form in person.

Please note that prescription processing time is 48 hours from the receipt of your request. 

If you have any questions or need further assistance, our staff are happy to help. Your cooperation is vital in maintaining safe, effective, and responsible medication management.

Thank you,  
Lathom Road Medical Centre

Phone System Issues – We Apologize for the Inconvenience

10.3.2025 - 9.20am - Our phone system is now operational, and we are in the process of returning calls to patients who reached out to us this morning. Thank you for your patience during the downtime.

10.3.2025 - 8.00am, We are currently experiencing issues with our phone system, resulting in calls failing or audio problems upon answering. The X-on team and our staff are diligently working to resolve these issues and ensure prompt call handling. We appreciate your patience and understanding, and we apologize for any inconvenience this may cause.

Tackling Neighbourhood Health Inequalities in Newham Primary Care

Newham's primary care involves a multifaceted approach that includes enhancing access to healthcare services, promoting health literacy, and addressing social determinants of health such as housing, education, and employment. For more details, please see link: Tackling Neighbourhood Health Inequalities in NE2.

Veteran-Friendly Practice

Lathom Road Medical Centre is proud to announce that our practice is recognized as a Veteran-Friendly Practice, committed to providing exceptional healthcare support to veterans and their families. Our team is trained to understand the unique needs and experiences of veterans, ensuring compassionate and tailored care. We invite you to learn more about our services and initiatives by visiting https://elearning.rcgp.org.uk/course/view.php?id=803#section-1. Together, we honor those who have served and strive to make a positive impact on their health and well-being.

Digital Healthcare!

Published on 17th Jul 2024

UPCOMING BANK HOLIDAY CLOSURES 2025