Monthly Update – January 2025
Welcome to our monthly update for January 2025.
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?
• Doctor Shah was sensitive, patient and understanding. She was thorough and knowledgeable. Her referral to hospital was so efficient that I already have an appointment.
• The doctor was very good at explaining the condition she thought I had, it was of a personal nature & was very good at helping with my nervousness
• The HCA who did my bloods was very good. I always get anxious when it comes to bloods, and I panic. He was very calm and efficient, very patient and professional. I didn’t panic at all.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Excellent level of care and attention, everything was explained to me including future options regarding treatment.
• Dr was very thorough going through all my results, and I felt understood when I raised questions. Receptionist also very helpful and friendly.
• Receptionists are very helpful and kind.
Dr Lee is amazing, listens and problem solves and Paige is very helpful and kind when taking blood samples
Holland Park Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• The physiotherapist was very, personable, professional and asked me lots of questions, to establish probable/possible causes for my symptoms.
• Doctor was brilliant with my 1 year old daughter, he listened to my concerns. He even got an opinion from another lovely doctor to reassure me. Great surgery, got her a same day appointment also.
• Efficient receptionist who was able to get me seen the same day. Clinical nurse Gave me a thorough examination. Both polite and professional.
Broadway Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• From the lovely welcome when I came in to the care, listening ear and none rushing appointment with the doctor I felt comfortable and cared for.
• The Dr assessed my daughter’s condition thoroughly and patiently and reassured me that if she doesn’t improve I can come back. She made sure my 3 year old was comfortable during her check up, thank you!
• I cannot fault this practice in any way. From the receptionist right through to the Drs, everyone are brilliant at their challenging jobs.
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: 11,200 (85%)
Total calls answered in under 5 minutes: 6,795 (61%)
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 2,861 total calls
Mossley Fields Surgery
Total calls answered: 2,879 (94%)
Total calls answered in under 5 minutes: 1,845 (64%)
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 651 total calls
Holland Park Surgery
Total calls answered: 2,609 (97%)
Total calls answered in under 5 minutes: 2,316 (89%)
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 650 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!