Monthly Update – February 2025
Welcome to our monthly update for February 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?
• Me and my little ones love our appointments with Laura Heeley, an amazing paediatrician who interacts and makes time for her patients. In my little one’s words “I like that doctor, she’s so nice”. Makes a massive difference to the children.
• I saw Dr Dhillon. She was most attentive and helpful. She listened to me and took time to discuss my symptoms and potential treatment possibilities. I was very impressed.
• Dr. Mcneela was very attentive, professional, explained my blood test results with clarity, she ensured I understood what I could do to help myself. She was excellent, I cannot praise her enough.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctor Rasa is brilliant as very thorough and helpful with No judgement.
Gave me lots of information to help and take away with Me.
• I’ve never had a problem getting to see my doctor or any other services at the surgery the receptionist are also very helpful with advice
• The staff were helpful and informative. The GP explained everything in full and the procedure. He was very kind and took time to put me at ease. DR Lee.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Appointment on time, well a little early actually, Very Helpful at reception too, Excellent Appointment with the Doctor, Very Understanding, Very Helpful, Excellent Doctor
• My appointment with the nurse was stress free and conducted in a friendly manner.
• Dr was completely understanding and compassionate. Had the time to talk to me and got my referral sorted quickly.
Broadway Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The nurse was so nice and excellent at her job, really explained what she was going to do, even made my 3 year old feel very comfortable before his immunisations
• I always have a thorough and detailed appointment with Mr Hussain Razzaq. He explains things in a way I can understand easily and actions anything that needs doing quickly.
• Very professional reception staff and the physiotherapist seemed to genuinely care and want to help as much as he could.
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: 9,563 (87%)
Total calls answered in under 5 minutes: 6,179 (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 2,697 total calls
Mossley Fields Surgery
Total calls answered: 2,508 (93%)
Total calls answered in under 5 minutes: 1,575 (63%)
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 574 total calls
Holland Park Surgery
Total calls answered: 2,154 (96%)
Total calls answered in under 5 minutes: 1,862 (86%)
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 518 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!