Monthly Update – March 2025
Welcome to our monthly update for March 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?
• Really good knowledge of symptoms. Caring, efficient. Explained the procedure and gave me advice and ordered items to help my condition.
• Excellent, in depth review and information from Dr Ishaque, as always, with options given and she listened to my questions and worries
• I booked an on the day appointment. The receptionist was polite, friendly and helpful. Dr. Garsed was excellent as always, I left with complete piece of mind.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Was treated with great respect and everything explained very clearly to me
• because I felt I was being listened too, also the gp was really thorough. amazing
• Jonathan the physio was lovely he really listened and gave great advise and a clear plan on how to go forward
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr Chalissery listened and responded in a manner that I felt like he understood the pain I am in and made a better plan going forward.
• The doctor was professional and really listened. He gave excellent advice and explained the reasons and evidence behind his suggested treatment plan
• Dr nikoi was fantastic, she answered my questions and this has helped me no end, she is an asset to Holland park
Broadway Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• The surgery felt welcoming on arrival ,and the two appointments I had were very professional with friendly and helpful nurses
• Anthea was brilliant – reassuring, kind, funny. She made me feel much less nervous about the process and was incredibly professional and efficient.
• Excellent from Mel the receptionist, through to the Dr. I’m a relatively new patient to this practice and have others to compare with. The practice really is excellent. Thank you
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: 9,492 (87%)
Total calls answered in under 5 minutes: 6,149 (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 2,858 total calls
Mossley Fields Surgery
Total calls answered: 2,631 (94%)
Total calls answered in under 5 minutes: 1,658 (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 567 total calls
Holland Park Surgery
Total calls answered: 2,323 (95%)
Total calls answered in under 5 minutes: 1,882 (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 570 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!