Monthly Update – August 2024

Posted by: Umbrella Medical - Posted on:

Welcome to our monthly update for August 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 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.

Total number of missed appointments for:

Doctors: 230

Advanced Nurses (ANPs) & Pharmacists: 47

Nurses & Healthcare Assistants (HCAs): 234

Physiotherapists & Audiologists: 31

TOTAL: 542

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: 47

Advanced Nurses (ANPs) & Pharmacists: 12

Nurses & Healthcare Assistants (HCAs): 61

Physiotherapists: 4

TOTAL: 124

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: 60

Advanced Nurses (ANPs) & Pharmacists: 12

Nurses & Healthcare Assistants (HCAs): 38

Mental Health & Physiotherapists: 1

TOTAL: 111

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: 52

Advanced Nurses (ANPs) & Pharmacists: 45

Nurses & Healthcare Assistants (HCAs): 84

Physiotherapists: 11

TOTAL: 192

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 90% of patients said our services were either Very Good or Good.

Why did you answer that?

• Dr Dhillon was very thorough, and helpful. You could not find a nicer Doctor for she listed to what you needed to say.
Great Doctor.

• The nurse that saw me was friendly chatty gentle, she explained the process to me clearly and ensured I was okay throughout. She made me feel very comfortable.

• Because of the short waiting times, and the friendliness and professionalism of the receptionist to the doctor who was caring, friendly and very professional
Overall, how was your experience of our service?

More than 95% of patients said our services were either Very Good or Good.

Why did you answer that?

• Doctor Rasa was very thorough. She showed patience with our toddler and was very friendly. Didn’t feel rushed and she put our minds at ease

• The service is very good. Doctors and staff are very helpful. And really nice. I would recommend the to anyone.

• Physio was excellent. He answered all my questions, gave me options and made a plan for treatment. Extremely nice and helpful.
Overall, how was your experience of our service?

More than 95% of patients said our services were either Very Good or Good.

Why did you answer that?

• Lovely doctor very friendly and attentive I wasn’t rushed I had time to say everything I needed to say and was listened to.

• My appointment was with the nurse who made me feel very comfortable and at ease with the cervical screening

• Everything from your very pleasant receptionist to Doctor Dundun who couldn’t be more helpful and professional.
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?

• Appointment on time and staff were helpful and polite. Very informative and puts you at ease. Thank you.

• Dr Rajput was so lovely and caring. She made sure to listen to my problem and communicated very well with me.

• Excellent GP nurse pharmacist and receptionist above and beyond to help and assist me

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: 9,807

Total calls answered: 8,783 (90%)

Total calls answered in under 5 minutes: 7,081 (81%)

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 2,011 total calls
Total calls into the practice: 2,705

Total calls answered: 2,555 (94%)

Total calls answered in under 5 minutes: 1,887 (74%)

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 491 total calls
Total calls into the practice: 2,328

Total calls answered: 2,190 (94%)

Total calls answered in under 5 minutes: 1,924 (88%)

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 486 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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