Holding HCRG Care Group to Account

Since being elected to Parliament, Brian is keeping his campaign promise to improve healthcare access.

One of the many issues Brian has been tackling relates to community healthcare. HCRG Care Group, private equity–backed provider, were awarded a contract last April to deliver most community health services in Wiltshire. HCRG has since made significant changes, including a new single point of access telephone system intended to deliver “more equitable access to care”.  

After receiving dozens of emails from concerned constituents, Brian met HCRG’s Regional Director in June to raise serious issues with the new system, including an unacceptable volume of unanswered calls, long waiting times and growing referral backlogs causing distress and delayed care for patients. Brian also highlighted staff shortages, low morale and increased administrative pressures on clinicians, limiting their time for patient care. The Director acknowledged performance is not yet where it should be and confirmed a 100 day service improvement plan was in place. 

Brian stressed the need for urgent action to improve communication, reduce backlogs and respond to staff concerns. A follow-up meeting will be held where Brian is expecting to see evidence of tangible improvements.

E-Newsletter Update - Fri 26 June 2026

My inbox has been flooded with issues people are facing with HCRG Care Group. This is following my letter to them outlining the serious concerns I have about their delivery of NHS services in Wiltshire.

Last year, HCRG was awarded a seven-year contract to provide many of Wiltshire's community NHS services. They are responsible for a huge range of care that many residents rely upon every day, including district nursing, physiotherapy, podiatry, health visiting, wheelchair services and much more. Their staff work throughout our communities, including at Melksham Hospital, Devizes Health Centre and in people's own homes.

Since changes were introduced to their telephone and referral systems, my office has received dozens of emails and letters from patients and staff, alongside hundreds of comments on social media, describing long waits on the phone, unanswered calls, growing referral backlogs and increasing pressure on frontline staff.

These are not isolated complaints. They point to systemic issues that need addressing urgently.

Last week, I met HCRG's Regional Director to raise these concerns directly. I challenged the organisation on lengthy waiting times, poor communication with patients, staff shortages, clinician workloads and the impact all of this is having on patient care.

The Director accepted that performance is currently not where it needs to be and outlined a 100-day improvement plan. While that acknowledgement is welcome, residents deserve to see real improvements rather than simply hear promises.

I will continue monitoring progress closely and expect tangible improvements before our next meeting later this year. Local people deserve community healthcare services that are accessible, responsive and worthy of the dedicated NHS staff working within them.