Monthly Update – November 2025
Welcome to our monthly update for November 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?
• Dr McNeela was outstanding. She was thorough, listened and went through every blood result and acted appropriately. I cannot fault her decisions. What I lived was that she explained her reasoning. This not only reassured me , it also gave me a holistic treatment plan
• My appointment was with Dr Collins he was very attentive and professional and let me explain in detail why I needed a consultation. He acted very quickly taking and sending photos of my problem and setting up urgent contact with our local hospital.
• As always Dr. Garsed was very easy to talk too. She is very friendly, professional and you leave feeling very confident in the advice she has given you. Can’t praise her enough.
Mossley Fields Surgery
More than 95% of patients said our services were either Very Good or Good.
Why did you answer that?
• Doctors, nurses and staff at Mossley field surgery are very committed to their work and have time for everybody. They offer excellent quality services, good communication skills and friendly to every patient.
• Dr. Rasa makes it easier to talk about health concerns with no judgment and really listens to everything you have to say and takes your concerns seriously to find a solution and how to help as well as being very thorough with everything.
• Call was on time, security check completed, and results given in a polite and pleasant manner. Action agreed after consulting me in my choice of options. Very polite, concise and my wishes consulted, so very pleased patient!
Holland Park Surgery
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• I was walking on air when I came out. Dr Tanu is wonderful, she new what was wrong straight away. Very understanding and welcoming. Even though my doctors are busy from reception staff nurses all doctors and staff always have time for me.
• I saw the nurse who was fantastic , honestly she is so lovely. I think the surgery as a whole is great from the doctors and nurses to the receptionists I can not complain, really good doctors surgery and a brilliant service . Keep up the good work.
• Holly was very friendly and so good with my children. Listened to my concerns and gave me more information on symptoms to look out for. Lovely lady.
Broadway Medical Centre
More than 90% of patients said our services were either Very Good or Good.
Why did you answer that?
• My doctor was very helpful, and took time to listen to me and understand my symptoms. She was very understanding and kind towards me and I felt comfortable to talk to her openly and honestly. She explained the next steps going forward from this appointment and made sure I was happy and knew what to expect. I didn’t have to wait for too long to be seen, and I didn’t feel rushed during my appointment with the doctor.
• The nurse Deborah I spoke to was very helpful, she listened and knew what my issue was and made some appropriate recommendations and was very helpful all round..
• I was seen on time within my appointment time.
The nurse was very professional as always. I had my blood pressure explained in detail and the outcome and given advice . An excellent nurse very patient and attentive.
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: 8,019 (77%)
Total calls answered in under 5 minutes: 5,448 (68%)
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 2,988 total calls
Mossley Fields Surgery
Total calls answered: 1,861 (83%)
Total calls answered in under 5 minutes: 1,019 (55%)
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 483 total calls
Holland Park Surgery
Total calls answered: 1,832 (90%)
Total calls answered in under 5 minutes: 1,392 (76%)
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
Broadway Medical Centre
Total calls answered: 2,693 (95%)
Total calls answered in under 5 minutes: 2,231 (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 695 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!