Hugglescote Surgery - Ratings and reviews
Reviews
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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
Hugglescote Surgery has not yet replied.
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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
Hugglescote Surgery has not yet replied.
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Review titled NHS on their knees but !
Rated 5 stars out of 5
by Anonymous - Posted on 07 January 2023
Family member called like most people many times before being told no appointments ring back tomorrow or go to accident and Emergency. Person concerned has many health issues including being unable to get to Accident and Emergency especially when so poorly. Rang 111 due to severe difficulty breathing, tried to manage to next day. From this point things were better. Ambulance arrived quite quickly, blue light to Accident and Emergency. Remains very poorly in hospital. NHS under pressure but issues with appointments has been going on for some time. Whole reception and appointment systems need a massive review. Surely patients known to have chronic health issues should be prioritised especially if they are unable to access alternatives to GP appointments. Lots of pressures on NHS but some GP surgeries are not having these massive life threatening issues. Please try and review this both for NHS staff and their vulnerable patients.
Visited January 2023
Review titled Hugglescote Surgery
Replied on 26 January 2023
Thank you for taking the time to write a review of your recent experience. Without patient details I am unable to check any medical history however if we are full to capacity for on the day appointments our reception team are instructed to signpost patients to the most appropriate care provider depending on symptoms. For severe breathing difficulty a patient would be sent to A&E upon consulting with a GP at the practice. We do take all feedback on board and are constantly trying to improve our service and increase capacity for patients. We do hope you have a more positive experience in the future. Thank you Hugglescote Surgery
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Review titled Not able to meet demand
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
The surgery has over 9000 registered patients, routine appointments are typically 3-4 weeks away. I am regularly not able to get hospital bloods done within 7-10 days. The biggest issue is the phone system, I cannot get through at 8am when the lines open and there is no facility to sit in the queue and wait for an answer. You have to keep redialing as the line will say busy. The telephony system has no way of identifying lost calls so the surgery are unaware of the actual demand on the service and how many people are not able to make an appointment. If you do get through, in the example of this morning where I got through after 70 minutes and 44 attempted calls, there were no appointments left and there is no alternative option, no urgent bookable appointments and advice given is to attend a&e only. This is also not recorded, so again the actual demand on the service is not currently being identified. This is leaving patients feeling alone and isolated in the management of urgent and long term health conditions. I'm really worried that my GP surgery doesn't have a system to identify its actual demand on the service, because I feel that there is no plan or solution to improving it.
Visited December 2022
Review titled Hugglescote Surgery
Replied on 26 January 2023
Dear patient Routine appointments are released 6 weeks in advance which you are now able to book online again for patient convenience. Please visit our updated website to use this service. We are hoping our new telephone system will be installed at the end of February which is much anticipated for staff as well as patients to greatly improve our service. If we are full to capacity and need to signpost patients to an alternative service the signposting template is saved to the patient record for future reference. We appreciate all patient feedback and are continually looking at ways to increase capacity and patient experience. Thank you Hugglescote Surgery
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Review titled Unable to Get Appointment
Rated 1 star out of 5
by Anonymous - Posted on 07 December 2022
I am shocked that this GP is still taking on new patients, and yet has been unable to meet demand to existing patients for weeks. I have tried for myself, and my two year old daughter, and after spending hours trying to get through am told "No appointments left, go to the walk-in centre". This surgery used to be ok, but recently has fell apart. My asthma is unmanaged, rarely get appointments and the reception are often rude and unhelpful.
Visited December 2022
Hugglescote Surgery has not yet replied.
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Review titled Phone put down on me
Rated 1 star out of 5
by Lynda E - Posted on 02 December 2022
Called the surgery for some urgent medication today on the advice of specialist, really needed these meds today to try and keep me out of hospital and not have to tie up an ambulance over the weekend. Unfortunately the receptionist shouted "Hello, Hello" and put the phone down before I'd even spoken, well it's one way to get through your patient calls, must be costing NHS in ambulance call outs that could be prevented though.
Visited December 2022
Hugglescote Surgery has not yet replied.
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Review titled Grateful
Rated 5 stars out of 5
by RuthB - Posted on 20 October 2022
I ran to speak to the reception who believed my case to be serious enough for a telephone appointment. I received that within an hour and was then seen physically by a GP within 45 mins who sent me directly to the LRI with a covering letter. Prompt actions by the surgery I believe has saved my sight. I am so grateful for the care and speed and efficiency of the surgery and the LRI. Thank you Hugglescote surgery. The treatment I have received since joining that surgery in Dec2019/Jan2020 has been exemplary. The only issue is getting through to the surgery sometimes but I think that is an issue countrywide for busy GP surgeries and medical centres.
Visited September 2022
Review titled Hugglescote Surgery
Replied on 25 October 2022
Dear Ruth Thank you for taking the time to leave such a positive review. We are very happy to hear how pleased you are with the service you have received. We will be sharing this feedback with the wider practice team. Thank you and best wishes Amy Birch Management Team Administrator
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Review titled Madness
Rated 1 star out of 5
by Lee - Posted on 29 September 2022
I am registered with Hugglescote surgery. I moved house, same village maybe 500 metres away from my previous house. Hugglescote surgery is the closest surgery to me and my family. It has taken me about 20 years to finally get the courage to seek help for my mental health which hadn't been and isn't the best. I got a referral form and I went in to let them know of my change of address and give my referral form in. I was told that I am out of area now and to go find another surgery, I asked about the referral which had been sent to me by one of their doctors I was told I had better get signed up to another surgery as its nothing they can do. Great way to treat someone who has struggles with mental health issues and when he finally gains the courage to seek help he is told to jog on.
Visited September 2022
Review titled Hugglescote Surgery
Replied on 25 October 2022
Dear Lee Thank you for taking the time to leave feedback. We are sorry to hear that you no longer fall within our practice boundary, unfortunately these are not guidelines we are able to change. There is a boundary map on our website which allows you to enter your postcode to check whether you fall within our practice area. If you believe you do then please do get back in touch with the surgery for assistance. Best wishes Hugglescote Surgery
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Review titled Worst practice
Rated 1 star out of 5
by Chris - Posted on 19 April 2022
I’ve spent hours trying to get through to obtain an appointment, even a telephone appointment would be fine but this surgery never answers the phone. Time for a change of surgery I think. In the meantime a full investigation into the effectiveness of this surgery needs to take place. On a positive note, when you can get to see a doctor they have always been great.
Visited April 2022
Review titled Hugglescote Surgery
Replied on 20 May 2022
Dear Chris We are sorry to learn your experience of the service provided has not met expected standard. Please be assured that we listen to our patients and take all concerns seriously. We appreciate how busy our phone lines get and we are in the process of looking at a permanent improvement. If you can please consider calling after 11am. Alternatively if you have a none urgent appointment request we do have an online consultation form accessible through www.hugglescotesurgery.co.uk Thank you Hugglescote Surgery