Executive Manager Report of Practice Performance in 2024

As we begin the new year, I want to take a moment to share the achievements of the Latham House Medical Practice team in 2024.

Outstanding Patient Care in 2024
According to NHS England’s latest statistics, the average number of GP appointments per 1,000 patients in England is approximately 5,000 annually. In comparison, our Practice delivered over 265,500 appointments last year—which equates to an impressive 6,900 appointments per 1,000 patients, far exceeding the national average. This remarkable figure underscores our commitment to accessibility and patient care.

We also handled over 230,000 phone calls, answering 76% of all calls that opted to join the queue. This marks a significant improvement from previous years and is a testament to the dedication and efficiency of our team. For comparison, NHS England reports that many GP practices aim for call answer rates between 60% and 70%, putting us ahead in this critical area of patient engagement.

Embracing Digital Transformation
Our full year of utilizing AccuRx has enabled us to address over 48,000 patient requests, with 38,000 of those being medical in nature. Through continuous refinement of our processes, we are now consistently meeting our internal response time targets. This achievement reflects the effectiveness of our digital approach in streamlining patient interactions.

Our revamped website has been instrumental in driving AccuRx usage. To further support our patients, we have introduced a self-service station at the main reception desk, allowing patients to complete requests independently or with assistance. The positive feedback we've received highlights growing patient confidence in using digital tools from home, enhancing convenience and satisfaction.

Tackling Challenges
Unfortunately, 2024 also saw an increase in the number of Zero Tolerance letters and patient removals. While this is not a milestone to celebrate, it is crucial to highlight that incidents reported to our Governance Team are handled appropriately to support colleagues and maintain a safe working environment for everyone.

Preparing for the National GP Survey
As we look forward to the results of the National GP Survey—conducted at this time each year—we remain focused on delivering exceptional care. While this survey isn't a perfect measure of our performance, it provides valuable insights into areas where we can improve.

Looking ahead in 2025
With the government’s proposed revamp of the NHS and an increased focus on Primary Care, we face both uncertainty and opportunity. Although the specifics remain unclear, we are confident in our ability to adapt and excel, as primary care always has.