Contact the practice

Hugglescote Surgery

151 Grange Road
Hugglescote
Leicestershire
LE67 2BS

Out of Hours: 111

Opening Times

Monday	8:00am to 6:30pm Phone lines close at 5.30pm
Tuesday	8:00am to 6:30pm Phone lines close at 5.30pm
Wednesday	8:00am to 6:30pm Phone lines close at 5.30pm
Thursday	8:00am to 6:30pm Phone lines close at 5.30pm
Friday	8:00am to 6:30pm Phone lines close at 5.30pm
Saturday	Closed
Sunday	Closed

If you need help when we are closed

Our opening hours can be found above, but should you require assistance when we are closed, the please ring NHS 111 who can direct you to the most appropriate healthcare provider.

The surgery closes on all public bank holidays, but check out our Facebook page for the latest information.

Physical accessibility

Hugglescote Surgery is equipped with the following:

2 Disabled parking spaces
Disabled WC
Lift to first floor
Induction Loop
Translation services available (please request in advance where possible)

Parking

Parking spaces at Hugglescote Surgery are very limited. We appreciate that this is very frustrating for everyone that needs access to the practice and the pharmacy.

When the surgery was first opened, parking spaces were ample for the number of patients and staff that it served. However, as the town has grown, more people are subsequently registering with the surgery which not only means more patients, but more staff requiring parking spaces.

To address this issue we are doing the following:

* Where possible, we encourage patients to walk to the surgery so as to keep spaces free for those less able.
* We are in the process of trying to find alternative parking for staff, as this too will free up parking spaces for those patients most in need.

We also kindly request that for the safety of patients, pedestrians and other road users, to not park on the roadside at the front of the surgery. Doing so causes a major obstruction and blocks the view of patients leaving the car park. We have requested assistance from the local council with this issue, but they are not willing to install bollards to protect the safety of our patients.

We would welcome your suggestions on this matter.

How to make a complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the date the event occurred or within 12 months of the complainant becoming aware of the event.

Complaints should contain:

Your personal details

Your full name and date of birth
Your contact details (phone number, email address, postal address)
Your NHS Number (if you know it)

Details of the incident

When it happened: The exact date(s) and time(s)
Where it happened: The specific department, clinic, or ward.
Who was involved: The names and job titles of any staff members, if you know them.
What happened: A clear, factual description of the events in the order they occurred

Please also let us know what you hope to achieve by raising this complaint.

How to send your complaint to us

You can email us at: hugglescote.surgery@nhs.net

Alternatively, please complete our Complaints Form and return to us at:

Complaints Handler
Hugglescote Surgery
151 Grange Road
Hugglescote
Leicestershire
LE67 2BS

If you cannot access or print this form, a member of our reception team will be able to provide you with a copy.

What We Do Next

We look to settle complaints as soon as possible. You may receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.

When looking into a complaint, we attempt to see what happened and why to see if there is something we can learn from this. We make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigation is complete, your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else

We abide by strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Leaflet and Form which contains a suitable authority for the patient to sign to enable the complaint to proceed. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.