Monthly Update – April 2025
Welcome to our monthly update for April 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?
• I went to see Stuart, physio, he was concerned my leg was swollen. Then he sent me to a Doctor, who then sent me to Goscote Palliative care centre. A problem was detected, and very swiftly to the process of addressing it. Excellent service.
• Dr Garsed is so lovely, she listens and makes you feel like she genuinely cares. She has the kindest heart and makes you feel at ease.
• Excellent service as always from receptionist to seeing the doctor. Dr was very helpful, reassured me with his knowledge on my situation
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Appointment was on time, blood test was done very professionally, and the nurse was lovely and considerate.
• Paige is an excellent nurse and very friendly, I always feel at ease with her. She was very thorough at my appointment. Fantastic ❤️
• Doctor Kingsley Eparh was brilliant he shakes your hand as you enter in and as you leave the room. He talks to you not at you and just a very polite doctor.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor has a friendly manner ,takes time to listen to me and explains things clearly, making me feel comfortable .
• Appointment on time and as usual Nurse Dickinson was very pleasant and very professional – first class from start to finish.
• Dr Sood gave me my scan and blood test results and answered any to any questions I asked her. Excellent GP
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The Practice nurse Anthea was very professional and kind. Explained the whole process of a smear screening procedure.
• The GP Dr Khera was so understanding and accommodating and made me and my daughter feel at ease. I was so appreciative of her approach and kind words.
• The doctor was very helpful. She listened carefully and explained very well. I would also like to thank the reception staff for being helpful and kind.
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: 9,080 (84%)
Total calls answered in under 5 minutes: 5,970 (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 2,860 total calls
Mossley Fields Surgery
Total calls answered: 2,267 (90%)
Total calls answered in under 5 minutes: 1,447 (64%)
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 540 total calls
Holland Park Surgery
Total calls answered: 2,061 (94%)
Total calls answered in under 5 minutes: 1,811 (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 507 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!