Monthly Update – November 2023
Welcome to our monthly update for November 2023.
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 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
Overall, how was your experience of our service?
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Just excellent service with a caring and compassionate doctor. Nothing was too much trouble for her!
• Had a good conversation with the pharmacist on the phone, he listened, cared and helped.
• Brilliant access for disabled people, Dr very knowledgeable about condition and had time to explain.
Mossley Fields Surgery
Overall, how was your experience of our service?
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor was very relaxing, easy to talk to, and listened to what I had to say.
• I felt like I was heard and all of my concerns were listened to without being dismissed.
• I always have very good experience. I did not have to wait at all and very professional approach.
Holland Park Surgery
Overall, how was your experience of our service?
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Really empathetic, understood my issues, suggested solutions, listened to me and came to the best solution for me.
• The Dr was very polite, and thorough going through my problem I’ve got wrong with me and what will happen next to me.
• On time very smooth and utterly professional. Least painful experience giving blood ever and I’ve had a fair few.
Broadway Medical Centre
Overall, how was your experience of our service?
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor was very good. Really listened and put my daughter at ease.
• The Dr was concerned about my health and assured me that everything was going to be checked properly.
• Everyone are always very helpful and friendly. There’s nothing you could have done better.
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 into the practice: 11,818
Total calls answered: 10,144 (85.8%)
Total calls answered in under 5 minutes: 7,706 (75.9%)
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 3,371 total calls
Mossley Fields Surgery
Total calls into the practice: 2,889
Total calls answered: 2,747 (95.1%)
Total calls answered in under 5 minutes: 2,027 (70.1%)
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 675 total calls
Holland Park Surgery
Total calls into the practice: 2,702
Total calls answered: 2,510 (92.9%)
Total calls answered in under 5 minutes: 2,071 (76.6%)
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 649 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!