Pinfold Lane, Penkridge,
ST19 5AP

Practice Polices and Service Information

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Business Partner 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. We have an established Carer's policy and information for carers is available in the waiting area and from the Patient Services (Reception desk). Please also see our Carer Information page.

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This organisation is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking your appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible, we will endeavour to provide a formal chaperone at the time of request. However, it may be necessary to re-schedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our Chaperone Policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this, please contact the Business Partner. 

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If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice please let us know.

We operate a practice complaints procedure as part of an NHS system for dealing with complaints.

Our complaints system meets national criteria.

Complaints Procedure and Complaint Form (doc).

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Practice Charter and Helping Us to Help You

Practice Charter

We aim to provide the best possible service by:

  • Attention: Courteous and polite
  • Accessibility: Urgent appointments seen on the same day
  • Punctuality: Patients should be seen with 30 minutes of their appointment
  • Promotion: Of the health of all our patients with advice on smoking, alcohol, diet and exercise
  • Confidentiality: Maintained absolutely under all circumstances
  • Complaints: Dealt with seriously and swiftly
  • Expertise: We pride ourselves on our medical professionalism
  • Equality: Decisions on treatment are made only with the informed consent of the patient

Help us to Help You

Your responsibilities to us:

  • Please let us know if you change your name, address or telephone number.
  • Please keep your appointment and be punctual Let us know if you cannot keep an appointment so we can offer it to another patient.
  • Ask for home visits only when the person is too ill to bring to the surgery.
  • Keep phone calls brief and avoid telephoning for non-urgent matters at peak morning time.
  • Please treat doctors and staff with the courtesy and respect that you expect from them.
  • Please do not bring all your family to see the doctor on one appointment. You would not like to be the next patient waiting and it is not fair to the doctor.

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Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.