Monthly Update – October 2025
Welcome to our monthly update for October 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 pharmacist explained my test results very clearly and accordingly adjusted my medications. I had few concerns regarding my test report but he assured me its not as bad as I was thinking.
• Dr McNeela was outstanding. She showed compassion and understanding. She listened and did not rush me. She addressed my concerns and discussed the treatment options with me. I was very happy as to how the consultation went
• The receptionist was very good.
The doctor was excellent, a carefully listener, perfect observer, ask elaborate question, pay full attention to me. Gave advice about my diet, informed me about what I’m doing good and also, what I can improve on. Overall, all experience was excellent.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctor Raza is a fantastic doctor. No matter when I see her, she always sorts me out and goes out of her way to help. She is so understanding and is just fantastic; she is without any doubt the best doctor I’ve ever had.
• Nurse Lisa always makes you feel at ease she always has time to talk to you & help you with any worries you may have always make you laugh but always very professional.
• Appointment bang on time and Dr Eparh is a lovely caring man and is doing his best for me.
Holland Park Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Professional, friendly doctor. Easy to talk to. And listened to my concerns . Explained everything clearly and didn’t rush my appointment .. not one off , dr chalissery is like, this, every time .a wo wonderful caring gp
• Very professional and understanding. Detailing and explaining what my plan was. The stress I had, had gone after seeing her.
• Dr NIKOI is very thorough, empathetic but also very efficient. She gave me a full review and listened to my concerns – then made a plan with me for next few weeks / months. I felt included and involved.
Broadway Medical Centre
More than 85% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctor was attentive and helpful. Carefully explained options available to me. Signposted me to further information
• I didn’t have to wait long to be seen and Nurse Anthea Forsyth is a true professional and a delightful person.
• Came in for routine appointment re blood tests, Dr Shabir patiently explained results and reassured me all well. Also took the time to advise me about another health issue and prescribe medication.
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: 8,954 (79%)
Total calls answered in under 5 minutes: 6,530 (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 2,809 total calls
Mossley Fields Surgery
Total calls answered: 2,083 (85%)
Total calls answered in under 5 minutes: 1,354 (65%)
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 504 total calls
Holland Park Surgery
Total calls answered: 2,179 (89%)
Total calls answered in under 5 minutes: 1,747 (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 633 total calls
Broadway Medical Centre
Total calls answered: 2,855 (94%)
Total calls answered in under 5 minutes: 2,301 (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 706 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!