Practice policies
Practice Charter
We will:
- Treat you with courtesy, respect and as an individual at all times
- Maintain confidentiality at all times
- Endeavour to see you as near to your appointment time as possible – should there be any delays we will inform you of our findings
- Deal with any suggestions or complaints that you may have and inform you of our findings
We ask that you:
- Treat our staff with courtesy and respect
- Let us know if you are unable to keep an appointment
- Keep us informed of any changes of name/address/telephone number
- Please keep all telephone calls brief and try to avoid calling during the peak morning time for non-urgent matters
- Remember that you share responsibility for your own health and that of your children
Zero Tolerance
If a patient is abusive or aggressive towards any member of the practice team, or any other person on the practice premises, we shall reserve the right to remove them from our list.
Similarly if a patient is abusive on social media or by written word they too will be removed.
Mission Statement
Purpose
- Peacock Surgery aims to work with patients to maximise their health
- We provide a comprehensive evidence based community healthcare service of high quality and professionalism
- We optimise sustainable efficient use of all available resources including promotion of patient self-reliance
Values
- Peacock Surgery treats everybody with respect, compassion and integrity
- We aim to maximise the potential of our workforce through the nurturing of individual skills and creativity and the creation of a healthy working environment
- We promote excellence through collaborative working, ongoing education and teaching
Vision
- Peacock Surgery will always endeavour to continuously improve itself even further – providing an efficient, effective range of healthcare
- Innovation, teamwork and responsibility will continue to enthuse us and those we connect with
- The standards achieved will be a beacon for others to follow
Our values
- Patients come first
- Listen to our patients and each other
- Trust and integrity must underpin everything
- Be accountable
- Positive attitude and appropriate response, every time
- Understand the total patient experience
- Courtesy, respect and consideration to all at all times
- Be proactive and plan ahead whenever possible
- Embrace change and improvement
We are very proud of our surgery and all our staff work hard every day to deliver an excellent level of service in often difficult circumstances.
Whilst we always try to meet an individual patient’s requirements we will always balance this against the wider clinical needs of all our patients. (An example of this is when we have to attend to urgent medical issues for one patient resulting in another patient waiting).
Naturally, patient feedback is a critical part of both our continuous improvement process and a core input to planning our services.
Complaints or Compliments
The practice welcomes constructive feedback on your experience with us and is positive about using this to improve what we do. We record all complaints and compliments and this gets fed back to our staff.
We always try our best for our patients, but we are humans, and sometimes we get things wrong. Often complaints can be resolved very quickly with a quick phone call to a member of the management team. We are happy to talk to you, but request that discussions are cordial and constructive.
To speak to a member of the management team, please e-mail the surgery at peacock.surgery@nhs.net, and we will get in touch as soon as we can.
If you would like to make a more formal or written complaint, this can also be emailed to peacock.surgery@nhs.net
Click here to see our complaints process leaflet
A named GP for all patients
From April 2015 all patients, including children, must be allocated a named, accountable GP who takes responsibility to oversee the delivery of care. Although this is a new requirement in the GP contract, we have always allocated patients to a named GP.
Patients can and should feel free to choose to see any of the GPs in the practice in line with current arrangements.
Infection Control
Peacock Surgery take infection control very seriously. Please see our most recent infection control summary, click on the link below. Should you have any concerns regarding an infection control matter or levels of cleanliness at any of our sites, please write to us at peacock.surgery@nhs.net
Chaperone policy
Peacock Surgery 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 that 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. This 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.
When to request your chaperone
Wherever possible we would ask you to make this request at the time of booking an 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 occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
GP Net Earnings
All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.
The average pay for GPs working in Peacock Surgery in the last financial year was £87,025 after tax and National Insurance.
Our recent merger has complicated calculations, but we will be publishing updated data shortly (towards the end of December 2025)