Monthly Update – December 2024
Welcome to our monthly update for December 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?
• I was put at ease immediately by Donna who was able to answer all of my questions and made me feel more relaxed.
• Emma understood this was my first smear test so took the time to explain the procedure as well as why they were doing it and, what would come from it. She also was very patient and talked me through the procedure during it.
• Mr Padhiar was polite and professional. He gave a thorough assessment, clear explanation and a plan for next steps. He also followed up by sending contact details for physio.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr Deshi had read my notes and results and was ready for my appointment. He was very thorough and took his time to explain. He also made a follow up appointment before I left.
• All the dr’s at this surgery have been fantastic for me from managing my medications and investigating my conditions/ symptoms to referrals I couldn’t be more assured and happy with this surgery.
• Dr Lee was very thorough and looked into all my results and listened to me about my ailments. He gave me time without rushing me.
Holland Park Surgery
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• I was greeted by a lovely member of staff (sorry don’t know her name). I was then very relaxed having my bloods taken by a lovely friendly nurse.
• The doctor had a very friendly manner and talked though anything I didn’t understand and any worries I had
• The doctor I had she was outstanding she really went above and beyond to look after me I thank her so much
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Knowledgeable, courteous and understanding medical professional who listened to my symptoms and then acted in my best interest.
• Nurse was great, explaining the process properly, calmed my son before administering injection.
I was very anxious to attend the practice for a smear test and became extremely distressed. • Nurse Andrea and Dr Amrit Kheera were extremely caring and supportive, allowing me to compete the test. I am grateful for their care and passion for helping me and taking the time to make me feel at ease.
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: 8,978 (86%)
Total calls answered in under 5 minutes: 6,010 (67%)
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 2,852 total calls
Mossley Fields Surgery
Total calls answered: 2,497 (95%)
Total calls answered in under 5 minutes: 1,640 (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 624 total calls
Holland Park Surgery
Total calls answered: 2,256 (96%)
Total calls answered in under 5 minutes: 1,723 (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 607 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!