Hugglescote Surgery
151 Grange Road, Hugglescote, Coalville, Leicestershire, LE67 2BSContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Hugglescote Surgery.
Reviews
-
Review titled Not for the patient
Rated 1 star out of 5
by Jane Hurst - Posted on 04 September 2024
I attempted to speak to a doctor and was told by the rude person who answered the phone to complete the online form. There was no offer of help to fill the form in as it says on the answer system. The form was completed and the rude person did ring back as I suspect the doctor having read my symptoms considered it could an emergency. I could not get into the surgery so the call handler said I had to fill the form in on another day and I couldn’t speak to the doctor on the phone. There was a total lack of any patient empathy and I am not sure how patients needs can be serviced by this bureaucratic system. I was disgusted. After more than 30 years at this surgery I feel the time has come to move to a surgery that puts the patient first not the system.
Visited September 2024
Review titled Hugglescote Surgery
Replied on 05 September 2024
Dear Mrs Hurst Thank you for your feedback. We are very sorry to hear of your poor experience, however it is really appreciated when staff interactions are highlighted so that we can review calls and practice procedures in the hope we can continue to improve our services. I have listened to the telephone call you made to the practice and also the telephone call from us to you, yesterday, Wednesday 4th September. I do appreciate and take on board the feedback that can be taken away from the first call with the practice and this will be fed back to the wider team to improve future call handling. This is a very new system that went live on the 1st August whereby we are trialling a new appointment system. We are asking all patients to complete an online consultation form, which is clearly signposted on our website (unless you do not have internet access, as confirmed on our answering system). All requests are then triaged by a GP to ensure that all medical issues have had clinical oversight, taking the pressure off our nonclinical reception staff and reassuring our patients that you will be receiving the most appropriate treatment or advice in the most appropriate timeframe. In your case our GP wanted to see you the same day due to your symptoms and concerns shared on the form. Unfortunately you were out of area and unable to attend a face to face appointment yesterday. Our second receptionist called you less than 40 minutes later and politely explained that due to your symptoms you would need face to face assessment for concerns that cannot be safely consulted over the phone and appropriately explained as you were unable to attend the practice, you were advised to complete a repeat consultation form when you were back in the area and able to be assessed by a GP. Once again thank you, we do take all feedback on board and are constantly trying to improve our services for our valued patients. We do hope you have a more positive experience going forward and that you do not decide to register elsewhere. Please do not hesitate to contact us in writing, hugglescote.surgery@nhs.net if you experience any further issues. Kind regards Amy Birch Management Team Administrator
-
Review titled Once again excellent service
Rated 5 stars out of 5
by Peter Nelson-Berg - Posted on 23 September 2024
After visiting the hospital I required some special equipment which the surgery together with the pharmacy acquired for me. Thanks again for the excellent ,you are all stars Gratefully Peter
Visited August 2024
Hugglescote Surgery has not yet replied.
-
Review titled No appointments
Rated 1 star out of 5
by Anonymous - Posted on 08 April 2024
Have been with this surgery for over 12 years and always had a great experience. Now with the amount of new houses being built it has become impossible to get an appointment, even an urgent one! This morning I called repeatedly from 7.58 am. Finally entered the queue system at 8.20 am. Call answered at 8.45 am to be told no appointments left call tomorrow or go to walk in centre at Loughborough. This practice is no longer fit for purpose. Something needs to change immediately.
Visited April 2024
Review titled Hugglescote Surgery
Replied on 01 May 2024
Dear Patient Thank you for taking the time to leave feedback. We apologise and accept that the demand far outweighs our capacity and 'safe' appointment cap. We are actively looking at ways in which we can change and adapt the way in which we currently manage appointments to make positive improvements for our patients whilst maintaining safe consultation numbers for our clinicians. Kind regards Hugglescote Surgery
-
Review titled Special needs unable to access healthcare
Rated 1 star out of 5
by Anonymous - Posted on 12 September 2023
Special needs family member who cannot cope with crowds of people told no alternative but to attend overcrowded vaccination events. O alternative given. Deny healthcare access to Special needs patients.
Visited September 2023
Review titled Hugglescote Surgery
Replied on 01 May 2024
Dear Patient Thank you for taking the time to leave feedback. I can confirm that our practice flu clinics did not take place until the 21st September 2023, therefore I am assuming you attended a vaccination clinic elsewhere. Please do contact us to let us know where you attended and how you were invited and we can ensure that you have a much better experience during the 2024 flu season. Kind regards Hugglescote Surgery