Monthly Update – July 2024
Welcome to our monthly update for July 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?
• I felt heard and a plan was set in place going forward, dr was very friendly and actually took the time to listen to my concerns
• Paediatric Nurse was incredibly helpful and did all she could to put my mind at ease
• Was seen quickly the receptionists were lovely to speak to and dr was great in dealing with my illness and medication 👍
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr was understanding regarding delicate issue, very approachable, nice calming demeanour
• Was treated with respect and with care. Everything was explained to me.
• Thorough and thoughtful medical examination and advise. The process was collaborative and I felt engaged in every step.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The nurse was reassuring, very friendly! Made me feel at ease at my 1st cervical screening!
• Excellent reception greeting and appointment time was as stated. Dr. Chalissery was excellent with his explanation of my situation and arranging my hospital referral.
• Excellent consultation. Very clear instructions regarding care plan for my husband.
Broadway Medical Centre
More than 80% of patients said our services were either Very Good or Good.
Why did you answer that?
• Polite, knowledgeable staff. I was listened to and every question answered.
• Dr Khera was friendly and thorough. I felt everything was dealt with well and I left happy with the outcomes
• The Nurse was informative and gave me advice to help. Put me at ease and listened.
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: 11,434 (90%)
Total calls answered in under 5 minutes: 9,011 (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 2,950 total calls
Mossley Fields Surgery
Total calls answered: 2,941 (94%)
Total calls answered in under 5 minutes: 2,056 (70%)
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 688 total calls
Holland Park Surgery
Total calls answered: 2,430 (94%)
Total calls answered in under 5 minutes: 2,060 (85%)
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 583 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!