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

NHS Great Western Hospitals logo (when clicked opens the NHS Great Western Hospitals website in a new browser window)

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

Complaints procedure - Patient Advice and Liaison Service (PALS)

The PALS Team is here to help ensure patients and visitors have a positive experience of using the Trust's services from start to finish.

We listen to patient feedback and work with teams and departments across the Trust to improve the way we do things for future patients.

The Trust offers an open and honest complaints investigation service. 

Please be assured that the care you or a loved one receives will not be affected in any way by making a complaint.       

If you would like to make a complaint, please try to do so as quickly as possible after the issue has occurred as there is a 12-month time limit.

Please visit the PALS page on the GWH NHS Foundation Trust Website for full details.

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.