Practice Charter


The aim of this practice is to provide you and your family with the best possible treatment and advice at all times to help you keep healthy.


We are continually striving to improve our service. We welcome your suggestions and always take complaints seriously and act on them.  The practice complies with the NHS procedure with regard to complaints.   Please contact the Practice Manager should an occasion to complain arise.


Staff Protection


A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the National Health Service. 


The staff in this practice have the right to do their work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right. 


At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.



Patient Confidentiality


We ask you for personal information so that you can receive appropriate care and treatment.

This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is sometimes necessary that medical information about you is shared between members of the team.



Feedback and Complaints


Ancrum Medical Centre is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest.  This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint.

Ancrum Medical Centre Complaints Procedure
ANC Complaints Policy.pdf
Adobe Acrobat document [253.8 KB]


Sole and Conscience Letter Request Policy


Ancrum Medical Centre operate a practice wide policy that Sole and Conscience letters will not be issued to patients.



Sole Conscience Request Policy.pdf
Adobe Acrobat document [273.1 KB]

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