Monthly Update – July 2025
Welcome to our monthly update for July 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?
• Neil Davies was very helpful and advised me what I need to do next. Which was a blood test at the Manor Hospital yesterday afternoon. This morning I received a message from Neil telling me what will happen next.
• I was really anxious about my first cervical screening and got upset. Emma was amazing, she was reassuring and let the procedure go at my own pace. She also encouraged me to play music to relax which helped a lot! Emma was caring, kind and everything you could need in a practitioner for your first cervical screening. Well done Emma and thank you for such a positive pain free experience. 🙂
• Dr paulus is always very supportive and kind and makes you feel at ease regarding any issue you are facing. He is always thorough and caring and I really appreciate the support he has given me.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Nurse was very efficient made me feel at ease, I was seen almost upon arrival. She remained very professional throughout consultations,.
• As always, respected and gave me time to talk things out, which it was very helpful.
• The doctor was first class. He listened to my explanations of my health problems and changed my medication to suit.
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Felt valued and cared for nurse explained what the blood test would be testing for and was very friendly and reassuring – informing me of each step so I felt relaxed , no pain from needle either !
• Friendly helpful staff & GP I felt listened to and my symptoms taken seriously
• Addressed all issues the appointment was arranged for and made appropriate referral
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Was seen promptly and my dad who has dementia was treated with a lot of care
• Deborah was very understanding and sympathetic to my medical condition and gave me guidance and advice regarding my medication.
• The doctor was very helpful, explained everything to me about my underarm lump. Referred me to muscle/ skeletal department for further investigation. I felt listened to and validated
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: 8,896 (82%)
Total calls answered in under 5 minutes: 6,713 (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 2,702 total calls
Mossley Fields Surgery
Total calls answered: 2,030 (83%)
Total calls answered in under 5 minutes: 1,508 (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 469 total calls
Holland Park Surgery
Total calls answered: 2,232 (92%)
Total calls answered in under 5 minutes: 2,036 (91%)
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 552 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!