Monthly Update – September 2024
Welcome to our monthly update for September 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?
• The staff were all friendly, professional & supported me with my enquiries & needs. The consultation went well and I felt relaxed & comfortable as my Doctor was approachable and understanding of my conditions & situation.
• I phoned up to make a appointment for me and my daughter the receptionist was so helpful she went up and behind to help us really does make a change
• I telephoned for an urgent appointment and the person I spoke to was professional, friendly and I was given an appointment to suite me. All staff I came into contact were professional and friendly. The surgery facilities are excellent, very clean and tidy.
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Excellent service from Dr Lee, he really took the time to consult me and genuinely was supportive of my health.
• Reception staff are always very helpful & dr rasa explained everything in full during my appointment so I fully understood all and prescribed vital medication for my conditions cant thank dr rasa enough.
• Dr Eparh is a great doctor. I visited for a review. He is cheerful, helpful and knowledgeable. He listened, gave helpful information and I feel I have been given correct medication and helpful advice.
Holland Park Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• The care I receive from this surgery is consistently excellent. From the medical staff to the receptionists, everyone is professional, friendly and extremely helpful. After my diagnosis with a rather worrying heart condition, it has been a real comfort to have been in such good hands.
• As always I went in on time for my appointment and found the doctor very welcoming and thorough I was able to ask what I needed to without feeling rushed
• Dr Sood has been really attentive during my treatment plan, she has been really well informed on my options and has been integral in the improvements seen. Brilliant patient care all round
Broadway Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• I always have a good experience when I have an appointment with Dr Amrit Khera, she listens and really cares
• Anthea who carried out my blood test was exceptional, so professional and caring she really put me at ease and really kept me informed throughout the process
• Dr Rani new exactly my problems and how to deal with them. She had time to listen and was very precise in what I had to do.
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: 10,181 (87%)
Total calls answered in under 5 minutes: 7,227 (71%)
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 2,578 total calls
Mossley Fields Surgery
Total calls answered: 2,623 (94%)
Total calls answered in under 5 minutes: 1,856 (71%)
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 530 total calls
Holland Park Surgery
Total calls answered: 2,373 (93%)
Total calls answered in under 5 minutes: 1,803 (76%)
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 594 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!