Monthly Update – March 2024
Welcome to our monthly update for March 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?
• Quick and helpful receptionist, seen promptly and before my appointment time, in and out and back in my car before my appointment had officially started!
• The new facilities are amazing, parking was easy, the reception staff were lovely and the nurse I saw was reassuring and perfect
• Easy to park and check in. Reception staff friendly and helpful. Appointment on time. Doctor efficient, reassuring, supportive, and professional.
Mossley Fields Surgery
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor I saw Kingsley Eparh was one of the nicest doctors I have met. The examination I had was quite intrusive and he put at me at ease during the whole appointment.
• Dr Rasa is without doubt the best doctor I have ever seen. When I see her I feel like she really cares about my health.
• Young lady was very efficient polite no pain a nice experience all staff have always polite and courteous 100%
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• This Doctor/s is absolutely brilliant I’m so pleased .Every time I visit from the receptionist, nurses and doctors are fantastic, thanks to them all.
• Everything went well – appointment on time procedure quickly and efficiently carried out – lovey staff 👍
• Holland Park surgery is consistently excellent, from the receptionists, through the practice nurse, to the Doctors. Everyone is both friendly and professional
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• I was seen on time & treated courteously by the nurse, who made me feel really listened to. I left the appointment clear on what came next.
• I am 64 years old and have never had GP as compassionate and thorough as Dr Khera. Her attitude and knowledge is 5*. Rachel is amazing too. Thank you to all.
• I got an appointment on the same day and the GP dealt with my problem effectively and sent me for further investigations.
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: 9,568 (82%)
Total calls answered in under 5 minutes: 6,522 (68%)
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 3,550 total calls
Mossley Fields Surgery
Total calls answered: 2,740 (95%)
Total calls answered in under 5 minutes: 1,886 (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 702 total calls
Holland Park Surgery
Total calls answered: 2,308 (95%)
Total calls answered in under 5 minutes: 1,818 (79%)
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 677 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!