Monthly Update – December 2023
Welcome to our monthly update for December 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
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The Doctor was thorough, kind, helpful and very efficient during my appointment. She put me at ease and answered all of my questions.
• Everything ran perfectly to time, easy to navigate round building to appointment room, all staff helpful and friendly.
• Doctor was very friendly, professional and listened to us. Went further to provide us with extra information.
Mossley Fields Surgery
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 two nurses were very professional and had very good people skills putting me at ease.
• The service I was given was brilliant from reception to the appointment everything was great.
• One of the best consultants I’ve come across, extremely thorough, professional, and thoughtful.
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?
• Excellent – lovely reception staff – appointment on time – and of course the excellent Dr Sood – perfect from start to finish.
• The nurse and Dr answered all my questions and explained thoroughly why my tests were being done.
• Doctor was very patient and methodical. She listened to what I said in a kind and understanding way.
Broadway Medical Centre
Overall, how was your experience of our service?
More than 80% of patients said our services were either Very Good or Good.
Why did you answer that?
• Appointment was in time. Diagnosis explained well. And going forward made clear what to do next.
• Great consultation, attentive, friendly, made us feel comfortable and safe.
• Given good advice, caring and professional doctor. A hassle free appointment first class medical centre as always.
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: 9,004 (87%)
Total calls answered in under 5 minutes: 6,998 (78%)
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 3,140 total calls
Mossley Fields Surgery
Total calls answered: 2,540 (94%)
Total calls answered in under 5 minutes: 1,723 (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 615 total calls
Holland Park Surgery
Total calls answered: 2,195 (93%)
Total calls answered in under 5 minutes: 1,698 (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 620 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!