Abbey Meads tel: 01793 706 030 Penhill Surgery tel: 01793 723 130 Crossroads Surgery tel: 01793 725 113

    Practice Polices & Service Information

    This section lists some of the most important Practice Policies and supporting service information. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


    It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. For further details please see our 'Carers Information Page'.

    Top of Page


    The consultation that takes place between a patient and their Doctor/Nurse is private and confidential. Quite often an examination is required to help make a diagnosis. This may be straightforward or sometimes can be more personal or of a sensitive nature.

    Under these circumstances your Doctor will normally seek your agreement to a Nurse or other staff member being present or, if a relative or friend has accompanied you to the Surgery, they may be able to act as a Chaperone if you wish.

    If a chaperone is not offered but you would like someone to be present, do not be afraid to tell your doctor.

    Procedures which are generally regarded as being of a sensitive nature are:

    • Cervical cytology
    • Gynaecological
    • Testicular
    • Breast Examination
    • Rectal Examination

    Top of Page


    Our aim is to provide an excellent service to all our patients.

    Should you have any concerns about any aspect of the service we provide please let us know. We hope you would speak to us first if you have a problem in order that we can address the issue and/or improve our processes and procedures.

    A copy of our practice complaints procedure can be downloaded here.

    Before you complain about the GP or Nurse running late


    Reasons the GP or Nurse is likely to be running late


    Unlikely reasons we are running late


    The most common reason for running late is that several patients have come with either very complex or multiple problems. Remember 10 minutes is all that is allocated and only one problem is realistic in that time frame – you should prioritise what really needs to be dealt with today. We are dealing with complex human beings who we are trying to do our best for – you are one of them!


    We are drinking coffee (we do have one short break mid-morning, but this doesn’t always happen – otherwise we wouldn’t move from the consulting room for 4-5 hours solid!). Some of us drink tea by the way.


    Urgent extras happen every single day and need to be seen – these are squeezed into a non-existent time between appointments. They are never convenient!


    We are reading the paper (we wish). The only paper we are likely to be reading is that of letters from the hospital about patients – outpatient attendances, test results or discharges.


    Urgent house calls are sometimes needed and can be in the middle of a booked surgery. These often take a minimum of 30 minutes and disrupt the appointments.


    We are not playing golf.


    We receive urgent phone calls throughout the day, either from patients, relatives, hospital doctors, district nurses, pharmacists, laboratories or care homes. Again these take time.


    We are not booking holidays or casually browsing the internet.



    We are often in the position of breaking bad news to some of you. Maybe even the worst news of all. If that person was you, would you want us to get you out the door as quick as possible, when your world has fallen apart?


    We are slow.

    No, we are already going flat out, and we wish we didn’t have to, as we find it completely exhausting.


    We do not just stop seeing patients because all of the appointments are full. Every single day each doctor and nurse sees multiple ‘extra’ patients with no appointment, and this often means that they are late home to spend time with their own family.


    We like keeping you waiting.

    No, why would we? We know you have responsibilities as well but we are powerless to change the system we have to deal with. We do understand.

    Top of Page

    Out of Area Patients

    If you live outside of the practice area, you will be asked to leave the Practice and register with a GP practice nearer your home address. Details of GP surgeries are available from NHS Choices website.

    Top of Page

    Making it all Work

    Please help us to help you:

    • Allow plenty of time to arrive for your appointment on time
    • Report to Reception a few minutes before your appointment
    • If you are more than 10 minutes late for your appointment we may not be able to see you; you may be asked to rebook for another day
    • Tell us straight away if you no longer require your booked appointment
    • GP appointments are 10 minute consultations. This generally means the GP will only be able to deal with one problem. If you have more than one problem please let the receptionist know when booking your appointment and we can allow you more time
    • If more than one member of your family needs to be seen please make a separate appointment for each of them
    • We have both male and female Nurses and GPs. Please let us know if you have a preference when booking your appointment
    • If you would like someone to accompany you during an examination please let us know in advance to ensure we have the personnel available
    • Be patient ... Medical emergencies sometimes arise and do cause schedules to fall behind

    We aim to treat our patients with courtesy and respect at all times. We therefore also expect our patients to treat members of the practice team and other patients in a similarly appropriate manner. We take seriously any incident that causes hurt, alarm or distress to our staff or other patients. The practice will exercise its right to take action to have a patient removed from its practice list if they fail to behave in an acceptable manner.

    Top of Page

    Violent or Abusive Patients

    In line with all other NHS organisations, the Practice has a zero tolerance policy toward violent and abusive patients. Anyone who behaves in this way will be removed from the Practice list immediately. Patients who threaten or offer violence will also be reported to the Police.

    Top of Page

    Zero Tolerance to Violence Policy

    Physical violence and verbal abuse are a growing concern within the NHS. All practice staff have the right to care for others without fear of being attacked or abused. We operate the NHS Zero Tolerance Policy to safeguard staff and patient welfare. Our Team shall always show due respect and courtesy when dealing with patients. In turn, we would request patients to reciprocate the same.

    No form of aggression, verbal or physical in nature will be tolerated, and such behaviour may result in a patient being removed from the practice list, and being reported to the Police.