Monthly Update – February 2024
Welcome to our monthly update for February 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
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Everything was clearly explained to me beforehand and afterwards, she was very considerate, kind and patient
• Appointment on time, friendly clinician took time with me to make sure I was relaxed & comfortable
• Receptionist was very helpful and pleasant and the nurse I saw was very professional and very friendly, if I had to see a nurse again I would definitely see the same nurse again
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• A wonderful doctor very pleasant, professional and made me feel as ease, thank you
• I was attended to promptly. Staff were very helpful, friendly and professional
• The doctor listen to my concerns, she showed empathy and involved me in the decision making to treat my symptoms
Holland Park Surgery
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• Didn’t have to wait long and very pleased with the doctor she had time to listen to me and was very understanding and very helpful
• The Dr was caring and compassionate and happy to assist me. Very professional and helpful
• Friendly greeting on arrival. Clean environment. Lady who did my bloods was lovely and she made me feel at ease.
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Everything was explained to me therefore I felt at ease and was reassured with all anxieties
• I was called in 5 minutes before my appointment, the nurse was very comforting and blood test was done in no time at all
• My appointment was on time and I was treated with respect. Further treatment was offered and an appointment made.
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 answered: 10,095 (82%)
Total calls answered in under 5 minutes: 6,753 (67%)
If you need to contact us by phone, we recommend that your 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 3,422 total calls
Mossley Fields Surgery
Total calls answered: 2,876 (94%)
Total calls answered in under 5 minutes: 1,756 (61%)
If you need to contact us by phone, we recommend that your 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 671 total calls
Holland Park Surgery
Total calls answered: 2,563 (94%)
Total calls answered in under 5 minutes: 1,798 (70%)
If you need to contact us by phone, we recommend that your 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 680 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!