Monthly Update – January 2024
Welcome to our monthly update for January 2024.
Here you can see some of our statistics for missed appointments (DNAs), patient feedback from our Friends and Family Test, and the traffic on our telephone lines for the last month.
Missed Appointments (DNAs)
Please remember to cancel your appointment if you no longer need it by replying CANCEL to your reminder text message, on your NHS app, or by phoning or visiting the practice.
If you don’t cancel your appointment, and choose not to attend, this means that we can’t offer your booked time to someone else who needs it.
It will also be marked on your record as a DNA (Did Not Attend). If you have several DNAs, this could result in a breakdown of trust between you and your GP, which ultimately could lead to you being removed from the practice list.
Wasted appointments means unwell patients aren’t able to be seen.
Please, help us help you.
Friends and Family Test Results
Thank you for your feedback on our services, we are listening.
Please see some of the frequent comments we receive, and some behind the scenes information on our feedback page.
Hatherton Medical Centre
Overall, how was your experience of our service?
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor was super nice and always very helpful! My mom always receives help and super happy!• The phone call was within the time slot, the pharmacist was very helpful and friendly. The new medication she prescribed was ready for collection at my chemist later that day. Thank you.
• The nurse made it very comfortable and inviting for my little one in her appointment. Very understanding and made time to hear our concerns.
Mossley Fields Surgery
Overall, how was your experience of our service?
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Couldn’t have been treated better by a very knowledgeable and patient doctor who I feel is there for me.• I was respected, listen to and taken seriously. I couldn’t have been more happy.
• Exceptional doctor who is always kind, caring, thorough and informative. Problem sorted and reassurance given.
Holland Park Surgery
Overall, how was your experience of our service?
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Receptionists are pleasant & helpful. My appointment was on time. My issues were dealt with. The doctor was sympathetic and thorough.• Staff all really polite and lovely. Went in on time and the nurse was amazing with both me and my daughter.
• Was given an appointment next day. Was seen on time and was dealt with professionally and efficiently.
Broadway Medical Centre
Overall, how was your experience of our service?
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The clinician I saw was very knowledgeable and showed a lot of care for the issue I was having.• The staff and medical team are always very helpful and always make you feel welcome.
• The receptionists at the practice are always friendly and professional and willing to help.
Telephone Lines
Our telephone system allows us to monitor all calls in and out of the practice. These statistics are monitored on a daily basis.
All calls made from and received by the practice are recorded for medico/legal purposes.
We apologise if you are kept waiting. Our staff work very hard to answer your calls as soon as they are able to, alongside their long list of other responsibilities in their reception role.
If you need to contact the practice and are finding it difficult to get through on the phone, or don’t have time to wait in the call queue, please consider submitting an online request. You can contact us about a medical, administrative or prescription issue, and will receive a response within 2 working days.
Hatherton Medical Centre
Total calls into the practice: 13,209
Total calls answered: 10,816 (82%)
Total calls answered in under 5 minutes: 7,269 (67%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 3,727 total calls
Mossley Fields Surgery
Total calls into the practice: 3,324
Total calls answered: 3,082 (93%)
Total calls answered in under 5 minutes: 1,868 (61%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 717 total calls
Holland Park Surgery
Total calls into the practice: 3,027
Total calls answered: 2,740 (91%)
Total calls answered in under 5 minutes: 1,895 (69%)
If you need to contact us by phone, we recommend that you call during our less busy times.
These are usually between 12pm (noon) to 2pm and 4pm to 6.30pm
Our busiest time was 8am to 9am with 710 total calls
Contact us online
You can contact us about a medical, administrative or prescription issue by clicking here. Or directly through the NHS App.
How to use the online form
- Click on the “Contact us online” button
- Select either admin or medical request
- Confirm this is a non urgent request
- Write the request to the practice, giving as much information as possible
- Tell the practice how you want to be contacted
- Enter your details
- Press submit!