Monthly Update – November 2024
Welcome to our monthly update for November 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?
• Excellent consultation by Dr Dhillon who was willing to listen to everything that I had to say and to help me with everything.
• The doctor was empathetic and efficient and very approachable. She dealt with my concerns and always listens to what I say. Lovely person
• The clinician who took my blood sample was excellent. He was quick and professional. He did the whole procedure in a few seconds and without any pain.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctor was really good, listened to what I said and reassured me . Helped me to understand what is happening. I had a feeling that he care .
• Dr Rasa is amazing she listens and she’s understanding and seems to care. Dr Rasa is a lovely lady I have much respect for her.
• Dr Eparh made me feel very at ease in the appointment, knowing about my mental health struggles he was very attentive and supportive.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Because I find it excellent, all appointments are on time, the nurse is very professional and informative and the whole experience is excellent I cannot fault it.
• Nursing staff are always 100% help friendly and make you feel relaxed some people have fear of injections the staff always help take the fear away
• My doctor listened to me without judgement and I feel he gave me the appropriate support, information and medication, also my doctor has booked me 2 reviews so far to make sure I’m ok.
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Reception staff were welcoming and friendly – the nurse was very helpful and encouraged me to use the NHS app and explained how it all works. Excellent experience!!
• Dr listened to me carefully. Did not rush. Advised me on further treatment and put my mind at ease.
• The doctor was very helpful she listened to me and helped with my medication , receptionist are always polite .
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: 10,769 (89%)
Total calls answered in under 5 minutes: 7,795 (72%)
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 3,008 total calls
Mossley Fields Surgery
Total calls answered: 2,660 (94%)
Total calls answered in under 5 minutes: 1,797 (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 644 total calls
Holland Park Surgery
Total calls answered: 2,426 (97%)
Total calls answered in under 5 minutes: 1,865 (77%)
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 645 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!