Monthly Update – September 2025
Welcome to our monthly update for September 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?
• The appointment with my doctor is always excellent. I had to make an appointment for blood tests. The receptionist Alison (Always Excellent) found an appointment for me at 10:30 and asked if I would be happy to wait, I was more than happy. I waited a few minutes and Nurse Emma called me in early, I’m very grateful. She was very pleasant and provided great service.
• Volunteers very friendly. Receptionist helped. Dr Dugas is an excellent GP and I always feel confident to discuss anything with him and I always receive a comprehensive feedback.
• Dr Garsed was everything a GP should be and more! I couldn’t have received better treatment. The building is spotless and welcoming. The staff are kind and courteous
Mossley Fields Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The nurse was very helpful and organised further appointments for me and cared about why I visited
• She took the time to explain everything in detail and when I couldn’t do She showed me how to do it right without trying to rush me
• Because I’m more than happy with the service that I received from you as always you always go that little bit further I think your all wonderful from Drs down too nurses and anyone else in the practice. Many thanks for all you do xx 🧸❤️
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• The Nurse I saw was extremely helpful and informative on my queries with another issue I was worried about not just for my COPD. She is always very helpful and friendly and a joy to interact with.
• I found the doctor very helpful and clear with his explanations. He took my concerns seriously and gave a fabulous service
• Really very happy with the service at my appointment and very impressed how helpful they was with me
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• Clear explanation of test results, the potential causes and a plan to fully explore actual cause and thereafter potential treatment. Professional, supportive and considerate
• Anthea put me at ease throughout my check and was very informative. She made sure I was comfortable throughout, thank you
• I was seen quickly and Rachel was very friendly and efficient. She explained everything very clearly.
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: 9,240 (80%)
Total calls answered in under 5 minutes: 6,793 (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 2,884 total calls
Mossley Fields Surgery
Total calls answered: 2,167 (87%)
Total calls answered in under 5 minutes: 1,263 (58%)
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 519 total calls
Holland Park Surgery
Total calls answered: 2.252 (88%)
Total calls answered in under 5 minutes: 1,814 (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 589 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!