Emersons Green Medical Centre
Leap Valley Surgery
Abbotswood Surgery

Practice Polices and 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'.

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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

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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.

Practice Complaints Procedure

You can either post your complaint, hand it in at Reception or email it to bnssg.greenvalleyscomplaints@nhs.net

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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.

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Information for Trans (transgender) Patients

Changing Your Name

Simply complete a change of name request form and give it to reception. We will ask to see proof of a name change (such as a deed pole or marriage certificate) along with photographic evidence. If you can not provide this evidence, please call reception to discuss this further.

Changing Your Title

You can change your title from Mr to Mx, or Miss, Mrs, Ms to Mx without changing your gender

If you want to change your title from Miss, Mrs, Ms to Mr, or Mr to Miss, Mrs, Ms. You will have to change your gender on your NHS records too.

Changing Your Gender

You can do this at any time, by completing a gender change form and you do not have to have undergone any form of gender reassignment treatment. You must be aware that changing your gender will mean you will be allocated a new NHS number, and your preexisiting NHS number will no longer be accessible or be reversible. Your previous notes will be merged to your new notes, minus any previous identity information.

*unfortunately the NHS only accepts a male or female gender for registration and for gender change currently, if you wish to choose non binary or other, we can add an alert to your notes, so we as a practice know your preferred gender. Without a male or female gender we cannot register you or change your gender as Primary Care Services England (PCSE) will reject the application. Sadly, this is out of our hands, but we and others across the UK have raised this issue to get the system changed, when will this be, we do not know. We do understand your frustrations. 

We as a practice will ensure you get called in for your screening opportunities as long as you stay registered with us, but we do need to know your assigned gender at birth to ensure you get called in at the right time. NHS screening Guidance for Trans Patients further information can be found at Information for trans and non binary people and at I'm trans or non-binary, does this affect my cancer screening?

A new NHS number can take over 4 weeks to come through to us, once we notify PCSE. Once we receive your new NHS number, we will create a new registration for you at the practice within 5 days, and will aim to merge your old records to your new records in a timely manner.  You should be informed of your new NHS number by PCSE. If you do not receive, please contact us and we can give it to you. You may need to inform any hospitals you are under of your new NHS number so they can update your records.

Adoption and Gender Reassignment Processes 10/02/2021

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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.