Monthly Update – April 2024
Welcome to our monthly update for April 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 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• My appointment was on time and my blood test was very professionally and speedily done. It was painless and has left no mark or bruising.
• Dr Ishaque is the most mazing doctor. I genuinely feel like she cares about my ailments. She is attentive and proactive and I couldn’t ask for any more.
• The paediatric nurse was fantastic, she was very thorough in her examination and very friendly. She made my daughter feel very comfortable.
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctor listened and gave thorough examination and ongoing explanation of what she was doing and why.
• I was given time and listened to with compassion. He did not judge me, and involved me in decision making about my medication.
• Excellent information given & made to feel very comfortable.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The Dr was very friendly gave a check up then arranged for blood test and urine tests to be carried out Makes you feel he was concerned about you not just a patient.
• Blood test was very good, I was afraid to have done but nurse was lovely and made it very easy to have done. Very professional
• Every thing was done that needed to be done . Doctor went above and beyond to help me .
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Very professional and friendly staff, had a phone consultation and then asked to come in same day for face to face consultation , excellent service from all concerned
• The doctor was the most sincere and professional I have ever encountered and made my visit stress free.
• Pharmacist took time to seek out right remedy for my problem concerning cholesterol medication. He didn’t rush me.
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: 10,502 (88%)
Total calls answered in under 5 minutes: 8,145 (78%)
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 3,183 total calls
Mossley Fields Surgery
Total calls answered: 2,755 (93%)
Total calls answered in under 5 minutes: 1,810 (66%)
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 674 total calls
Holland Park Surgery
Total calls answered: 2,677 (95%)
Total calls answered in under 5 minutes: 2,101 (78%)
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 709 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!