Monthly Update – August 2025
Welcome to our monthly update for August 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?
• Professional, informative, friendly consultation, reception staff extremely helpful in arranging appointments
• Excellent care and attention for what has been a very worrying time for me. Sheralyn has given me confidence and kindness.
• The GP was the gold standard for how GP’s should practise medicine. She listened to my concerns, explained her findings and reassured me at the end of the consultation.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• The doctor was lovely and very caring make sure my daughter was comfortable with everything he was doing and talk to her whilst doing it
• Dr Rasa spent time with me, remembering history& making positive comments making me feel listened to and invested in.
• Extremely pleasant and helpful reception staff, and a really lovely nurse who made me feel at ease.
Holland Park Surgery
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• Pharmacist was extremely helpful and reassuring during my appointment with her. Receptionist was really helpful with some queries I asked about
• Dr Sood is a fantastic doctor. Every time I’ve been in to see her she is friendly and you can tell she genuinely cares. She always makes you feel comfortable and spends the time you need to explain how you feel.
• My appointment was brilliant doctor explained all my test results and reassured me everything was ok I was very happy with the doctors care and patience
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• It was helpful to discuss my condition in a comfortable environment and was more confident as they listened to me and how I felt was taken on board.
• Dr R Khera listened to what I had to say. She informed me of what she has planned for me and asked me if I was okay with the plan.
• The GP was so helpful and clearly articulated all concerns offering treatment straightaway.
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: 8,146 (85%)
Total calls answered in under 5 minutes: 6,526 (80%)
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 2,200 total calls
Mossley Fields Surgery
Total calls answered: 1,925 (82%)
Total calls answered in under 5 minutes: 1,408 (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 386 total calls
Holland Park Surgery
Total calls answered: 1,779 (89%)
Total calls answered in under 5 minutes: 1,480 (83%)
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 445 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!