Monthly Update – October 2024
Welcome to our monthly update for October 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?
• Nurse was very understanding and did her best to reduce pain and discomfort whilst removing stitches.
• Doctor was very caring and took time to understand my daughter’s issues and needs
• Hatherton Medical Centre offers an excellent service. Staff there are lovely. My appointment went very well.
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Reception staff friendly and helpful.
Clinician very thorough and explained each of my blood test results. He also gave me the opportunity to ask questions.
• Dr Lee, my favourite GP. He’s very thorough and knowledgeable. Always pleasant and friendly.
• Always good experience reception staff professional & helpful and the dr was very helpful to my conditions and took time to explained medications.
Holland Park Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• There is always a warm welcome from all staff at the surgery. The GP does not rush you and I feel I have enough time to discuss my health. They are most helpful and reassuring
• The doctor I saw was fabulous. She listened to everything I said, involved my daughter, answered my questions and gave me lots of helpful information
• Everyone was very helpful and profession al I’m glad we joined Holland Park we have been there now for four years very satisfied
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The Dr was very informative. Took her time to listen to us and gave us her time. Very thorough consultation.
• Nurse Anthea was brilliant, she made me feel at ease as soon as I walked in. So friendly an kind
• In and out within 6 minutes – welcoming staff, waiting room clean and tidy, also an easy process checking in. Ms Derry, the nurse, was also welcoming and efficient. Thank you.
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: 11,597 (91%)
Total calls answered in under 5 minutes: 9,078 (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 2,719 total calls
Mossley Fields Surgery
Total calls answered: 2,983 (95%)
Total calls answered in under 5 minutes: 1,945 (65%)
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: 2,638 (95%)
Total calls answered in under 5 minutes: 2,233 (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 663 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!