Monthly Update – June 2025
Welcome to our monthly update for June 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 think, Dr. Dhesi it’s a great GP extremely professional, thorough, approachable and friendly- she gets the balance just right. She leave you feeling that you have been listened to.
• My appointment with Sheralyn was excellent – she explained details about health conditions in a very clear & concise manner as well as providing hints & tips on how I could improve my overall health. My visit was nothing short of outstanding. A true asset to the team at HMC.
• Given clear directions to attend consultation by reception staff seen on time. Treated with kindness and respect. Dr consultation excellent .
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The physiotherapist was very pleasant, attentive, informative and very specific in the advice given to me. I will certainly be following his professional guidance in the hope of improving my health.
• I initially saw Dr Dhillion. She is extremely professional and polite and explained everything so well. What a delight and credit to the NHS. Thank you !
• I am a relatively new patient. So far I have had contact with reception…a nurse and three doctors. All have been excellent. I cannot fault your surgery.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Dr Chalisery is the most understanding gp I’ve ever had. He always listens to what I have to say.
• The nurse was on time, really friendly and gentle. She’s always great everything I’ve seen her.
• Excellent service from the receptionist to the nurse for my type 2 check-up
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• My appointment with Dr Khera was on time, she was thorough and I felt very confident and comfortable with the appointment.
• The appointment was excellent. The clinician clearly understood what my medication was and how I used it. We had an excellent conversation about going forward. This appointment really pleases me.
• All the nurses ,doctors and receptionist are always very helpful
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: 2,860 (80%)
Total calls answered in under 5 minutes: 6,174 (75%)
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: 2,052 (83%)
Total calls answered in under 5 minutes: 1,506 (73%)
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 480 total calls
Holland Park Surgery
Total calls answered: 2,047 (95%)
Total calls answered in under 5 minutes: 1,823 (89%)
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 531 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!