Monthly Update – June 2024

Posted by: Umbrella Medical - Posted on:

Welcome to our monthly update for June 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 you being removed from the practice list.

Wasted appointments means unwell patients aren’t able to be seen.

Please, help us help you.

Total number of missed appointments for:

Doctors: 193

Advanced Nurses (ANPs) & Pharmacists: 58

Nurses & Healthcare Assistants (HCAs): 211

Physiotherapists & Audiologists: 29

TOTAL: 491

Our GP practice team now includes a range of healthcare professionals who are highly skilled and knowledgeable in the areas they specialise in and are able to diagnose and treat a variety of health conditions.

For further information about GP extended healthcare teams, please click here.

Total number of missed appointments for:

Doctors: 54

Advanced Nurses (ANPs) & Pharmacists: 11

Nurses & Healthcare Assistants (HCAs): 65

Physiotherapists: 6

TOTAL: 136

Our GP practice team now includes a range of healthcare professionals who are highly skilled and knowledgeable in the areas they specialise in and are able to diagnose and treat a variety of health conditions.

For further information about GP extended healthcare teams, please click here.

Total number of missed appointments for:

Doctors: 43

Advanced Nurses (ANPs) & Pharmacists: 12

Nurses & Healthcare Assistants (HCAs): 40

Mental Health & Physiotherapists: 5

TOTAL: 100

Our GP practice team now includes a range of healthcare professionals who are highly skilled and knowledgeable in the areas they specialise in and are able to diagnose and treat a variety of health conditions.

For further information about GP extended healthcare teams, please click here.

Total number of missed appointments for:

Doctors: 43

Advanced Nurses (ANPs) & Pharmacists: 23

Nurses & Healthcare Assistants (HCAs): 89

Physiotherapists: 10

TOTAL: 165

Our GP practice team now includes a range of healthcare professionals who are highly skilled and knowledgeable in the areas they specialise in and are able to diagnose and treat a variety of health conditions.

For further information about GP extended healthcare teams, please click here.

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.

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?

• Dr Dhillon was fantastic. She was understanding and took time to evaluate everything I said. Offered me advice and showed that she cared. 

• The most helpful and went out of her way to make sure I was well enough to leave surgery with medication. A big thank you

• Prompt response, empathy, professionalism and care towards my Son’s health issue.
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?

• Dr Lee is a very welcoming and thorough doctor that always makes you feel at ease every time. He’s never shown any doubt on the numerous visits I’ve made lately. 

• I’ve yet to have a bad experience with the practice as a whole and Dr Rasa was great at reassuring me and explaining everything to me. 

• As always, first class care, consideration and treatment at Mossley Fields Clinic and very kind staff on the reception desk too.
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?

• Doctor was very thorough and I really liked that she gave me a copy of my reports so I could look in detail after the appointment 

• On time appointment, Dr was very thorough and took his time, really listened to me and was very supportive, first class doctor and experience, thank you

• Reception was polite and friendly. Doctor was friendly and explained why the appointment times were running 10 minutes behind schedule. Doctor examined me and explained the situation and the process going forward. 
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?

• I felt very cared for by the staff as they were following my health troubles.

• I was made to feel comfortable. Problems discussed in detail and I left feeling positive with ideas to explore.

• Very kind reception staff and nice and easy to check in. Dr Rani was very helpful and put my mind 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.

Total calls into the practice: 11,032

Total calls answered: 9,830 (89%)

Total calls answered in under 5 minutes: 7,489 (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 2,719 total calls
Total calls into the practice: 2,856

Total calls answered: 2,655 (93%)

Total calls answered in under 5 minutes: 1,745 (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 603 total calls
Total calls into the practice: 2,277

Total calls answered: 2,126 (93%)

Total calls answered in under 5 minutes: 1,763 (83%)

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 487 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!

Get started


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