News

Important Patient Update – Changes from 1st October 2025

From 1st October 2025, all GP practices in the UK must follow new requirements set out in the GP contract. We are required to make changes to the way our booking system currently operates (Total Triage). This means there are changes to how you will access appointments at Lathom Road Medical Centre.

Starting from 1st October 2025, our practice is adopting a new total triage system 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.

Why are we making this change?

·         The change is part of NHS England’s commitment to improving patient access. 

·         It results from contractual changes with the Government GP contracts. 

·         Many patient requests can be safely managed online, often with a reply within hours. 

·         This approach avoids long waits on the phone and ensures appointments are allocated to those most in need. 

·         The system, known as Total Triage, is already used successfully in many other practices across the UK.

What does this mean for you, as a patient of Lathom Road Medical Centre?

·         Instead of phoning the practice directly, all requests for a GP and urgent appointments must be made using an online triage form. 

·         The form can be completed on a smartphone, the NHS App, or our practice website. 

·         If you cannot complete the form yourself, a family member or friend can fill it in on your behalf. 

·         If neither option is available, our reception team will assist you—either over the phone or in person. 

·         All requests submitted, regardless of how, are reviewed in the same way and within the same timeframe.

How does it work?

·         You will contact us via our online form available on our website or through the NHS App. 

·         Admin staff, allocate the appt related queries to clinician, who then will review your form and decide the most appropriate next step. 

·         Once assessed, we will contact you to explain how your request will be managed, which may include: 

o   A face-to-face or telephone appointment with a GP or clinician. 

o   An appointment with an in-house physiotherapist or pharmacist. 

o   Signposting you to a more suitable service. 

o   Providing healthcare advice or digital guidance without the need for you to come into practice.

What does the form ask?

You’ll be asked to describe: 

·         Your medical concern or symptoms. 

·         How long you’ve had the issue. 

·         How you would prefer to receive help (e.g., a callback, face-to-face appointment, prescription advice). 

·         The more detail you provide, the better we can assess your needs. There is plenty of space to write, so don’t hesitate to include as much information as possible.

How to help us help you 

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

·         How long you’ve had your symptoms. 

·         The severity and impact on your daily life. 

·         Any treatment you’ve already tried. 

·         Only include one problem per form. 

·         Keep your phone, email, and text details up to date so we can contact you via your preferred method in a timely manner.

Support for patients

·         If you cannot access the form online, our reception team will still be available by phone to help guide you through completing 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 

·         Total Triage is open Monday to Friday during our core hours, which are 08:00 – 18:30. 

·         You will not be able to submit an urgent online consultation after 17:00 or outside of our core times. 

·         For advice when we are closed, please contact NHS 111, or call 999 in an emergency.

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