The Accessible Information Standard aims to make sure that disabled people have access to information that they can understand and any communication support they might need.

Should you have any requirements or know of a patient who needs support please let the Practice know and we will help provide support whether that is by providing information in large print or putting a patient in touch with British Sign Language (BSL), an interpreter, email or braille.

Below are some easy read leaflets that you might find useful:

• AIS
• Questions to ask your doctor
• Blood tests
• Consent and Capacity

www.easyhealth.org.uk is a website containing easy to read information leaflets on a wide variety of healthcare topics.

Further information about the AIS can be obtained on the NHS website www.england.nhs.uk/accessibleinfo

Charities including Action on Hearing Loss, CHANGE, Sense and the Royal National Institute of Blind People (RNIB) will also be able to provide further support.

Please do not hesitate to contact the Practice if you have any question

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Complaints and Comments Leaflet for Roman Way Medical Centre

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Your Data Matters to the NHS

Information about your health and care helps us to improve your individual care, speed up diagnosis, plan your local services and research new treatments. The NHS is committed to keeping patient information safe and always being clear about how it is used.

How your data is used

Information about your individual care such as treatment and diagnoses is collected about you whenever you use health and care services. It is also used to help us and other organisations for research and planning such as research into new treatments, deciding where to put GP clinics and planning for the number of doctors and nurses in your local hospital.  It is only used in this way when there is a clear legal basis to use the information to help improve health and care for you, your family and future generations.

Wherever possible we try to use data that does not identify you, but sometimes it is necessary to use your confidential patient information.

You have a choice

You do not need to do anything if you are happy about how your information is used. If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service. You can change your mind about your choice at any time.

Will choosing this opt-out affect your care and treatment?

No, choosing to opt out will not affect how information is used to support your care and treatment. You will still be invited for screening services, such as screenings for bowel cancer.

What do you need to do?

If you are happy for your confidential patient information to be used for research and planning, you do not need to do anything.

To find out more about the benefits of data sharing, how data is protected, or to make/change your opt-out choice visit www.nhs.uk/your-nhs-data-matters.

Read/Download a copy of the patient leaflet

Read/Download Our GPDR Privacy Notice

All GP Practices are required to declare mean earnings (i.e. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in the practice of Roman Way Medical Centre in the last financial year was £45,345 before tax and National Insurance.

This is for 2 full time GPs and 4 locum GPs who worked in the practice for more than six months.

Read/Download How we use your Health Records
More detailed information is available here: The NHS Care Record Guarantee 

ELECTRONIC PATIENT RECORDS

STATEMENT OF INTENT FOR Romanway Medical Centre

Nationally the way GP records are managed in the NHS is changing in three important ways.

1. Summary Care Record (SCR)
2. GP to GP Record Transfers
3. Patient Online Access to Their GP Record

These changes do not let your records be shared outside of the team of professionals who look after you. They are designed to improve and speed up your care, and let you have more access to what is in your medical records.

If you want to find out more about these, or any other way in which your records are handled, please read the leaflets available in your practice or speak to a member of practice staff.

1. Patient Online Access to Their GP Record CLICK HERE

As you may know we already offer the facility for booking and cancelling appointments and also for ordering your repeat prescriptions on-line. Alongside this all patients in England will have access to their GP medical records online by 31st March 2015.

This means you can have secure online access to relevant parts (Current medications, immunisations and allergies) of your record from device that can access the internet.

To get online access to your records you will need to come to the practice with photographic ID. We will then give you the login details you will need.

2. Summary Care Record (SCR)

NHS England requires GP practices to upload any changes to patient’s summary information on their Summary Care Record by 31st March 2015.

A Summary Care Record (SCR) is a brief summary of your medical records that will help anyone treating you in an emergency who does not have your full medical record. The SCR contains information like any medicines you may be taking, or any allergies you have. Your SCR is automatically updated at least daily to ensure that your information is as up to date as it can possibly be.

You can find out more by watching “What is a Summary Care Record” here

You do not have to have a SCR if you do not want one. If you don’t, then let us know. You can do this by informing our reception team at the practice.

3. GP to GP Record Transfers

A new way of transferring patient records between GP practices has been developed to be used when a patient moves from one GP practice to another.

NHS England requires this new method to be used for all new or de-registered patients by 31 March 2015. However, we are already using this new method here at Romanway medical Centre.

For your own medical care it is very important that you are registered with a GP practice. If you leave your GP and register with a new GP, your medical records will be forwarded on to your new GP. It can take up to two weeks for your paper records to reach your new surgery.

With the new system your electronic record is transferred to your new practice much sooner.

Dr Shah& Partners confirm that these GP to GP transfers are already active and we send and receive patient records via this system.

You can now register to receive information by text message on your phone regarding appointments and health care.

If you wish to register for this messaging service, please fill out the consent form.

New Data Protection Regulations from May 2018 (GDPR)

Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.

If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.

If you would like to opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.

This guide tells you what to expect from your general practice (GP) and how you can help them, so you get the best from the National Health Service (NHS). More details can be found through the links below.

When and how can you contact your general practice?

Your general practice is open from 8.00am to 6.30pm, Monday to Friday.

Throughout these hours you, or your carer on your behalf, can:

• Visit the practice
• Call them
• Go online using the practice’s website or the NHS App.

You can choose the way you contact your practice based on what is best for you. Some practices may have longer hours or may ask that you contact them via phone or in person for urgent queries.

What if the practice is closed?

If you need urgent help for your physical or mental health when the general practice is closed, and you cannot wait until they open, go online to 111.nhs.uk or call 111. They will tell you what to do next.

What if it’s an emergency?

If it’s a serious or life-threatening emergency, go straight to A&E (Accident and Emergency) or call 999.

What happens when you contact your practice to request an appointment?

Whether you make your request by phone, on-line or visiting your practice, you may be asked to give your practice some details so that they can assess what is best for you based on your clinical need. The practice team will consider your request for an appointment or medical advice and tell you within one working day what will happen next.

This could be:

• An appointment that day or a subsequent day
• A phone call that day or a subsequent day
• A text message responding to your query
• Advice to go to a pharmacy or another NHS service.

Your practice will decide what is best for you based on your clinical need.

Your practice cannot tell you to just call back the next day.

Who might help you?

You might be offered a face-to-face appointment or a phone call with a GP or other member of the practice staff, like a nurse or pharmacist.

If you have a carer, they can speak for you with your consent.

You can ask to see a preferred healthcare professional, and the practice will try to meet your request, although you might have to wait longer for that person to be available.

It can be helpful to see the same healthcare professional, particularly if you have a long-term health condition.

From what age can you see a GP on your own?

If you are 16 or older, you can make and go to appointments by yourself.

If you are under 16, you can still ask to see a GP without your parent or guardian. The GP will decide if that’s appropriate for you.

What if you need extra help?

If you do not speak English, you can ask for interpretation services in your preferred language when you make an appointment.

If you need extra help like longer appointments, a quiet space, wheelchair access, or information in a different format, tell your practice and they will try to help.

How do you choose a general practice?

You can:

• Call or visit a local practice
• Use Find a GP online.

If you want to change to a new general practice you can do so at any point. Most people have a few choices nearby.

Do you need ID or proof of address?

No, you do not need ID, an NHS number or proof of address. It can help the practice if you do, but it is not needed to register or see a GP.   You can also register with a practice if you are homeless.

Can a practice say no to registering you?

They must write to you within 14 days if they say no and explain why. A practice can only say no for a good reason, like if you live too far away or their patient list is closed. For example, they cannot say no for reasons such as immigration status, not having a permanent address, or for reasons connected with other characteristics protected under equalities legislation.

Can you choose which hospital or clinic you are referred to?

If your GP needs to refer you for a physical or mental health condition, in most cases you have the right to choose the hospital or service you’d like to go to. You can get further information on your right to choose on the nhs.uk website.

If you are new to the UK

You can still register with a GP. It’s free to use and your immigration status does not affect your right to register with a GP.

If you are away from home but still in the UK

If you are away from home for more than 24 hours (but less than 3 months), you can register as a temporary patient near where you’re staying.

You can also change your nominated pharmacy so you can get your medicine nearby. You can do this by contacting your practice or via the NHS App.

Do general practices charge for anything?

NHS GP services are free.  Sometimes, if you ask the GP to do private work (like writing a letter for insurance), they may charge a fee.

How should everyone be treated?

The practice should treat everyone fairly, kindly and respectfully.  Likewise, you should also treat staff with respect.  The practice can remove patients from their list if they are violent or abusive to staff.

To learn more about your rights, you can read the NHS Constitution.

How can you help your general practice?

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
3. Cancel if needed: If you can’t go to your appointment, tell the practice as soon as you can, so that they can offer it to someone else.
4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online.
5. Turn on notifications: If you use the NHS App, turn on notifications so the practice can contact you more easily.  Please keep an eye out for messages.
6. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
7. Join the Patient Participation Group: You practice will have a group of patients who can offer feedback on the services it delivers. Your practice website should explain how you can join.

How can you give feedback or raise concerns?

If you want to give feedback, raise a concern or wish to make a formal complaint, ask to speak to the practice manager. If you don’t feel comfortable doing this, contact your integrated care board (ICB) – the local NHS body that oversees GPs practices. You can find your local integrated care on the NHS England website.

You can also give feedback about your practice to your local Healthwatch. Their job is to make sure NHS leaders and other decision-makers hear your voice and use your feedback to improve care. Healthwatch is independent and impartial, and any information you share with them is confidential. To find your local Healthwatch visit the Healthwatch website.

Publication reference: PRN01907

Translated versions

Date published: 19 August, 2025

Date last updated: 20 August, 2025

Our staff come to work to care for others, and it is important for all
members of the public and our staff to be treated with respect.
We aim to treat our patients courteously at all times and expect
our patients to treat our staff in a similarly respectful way. We take
seriously any threatening, abusive or violent behaviour against any
of our staff or patients.

If a patient is violent or abusive, they will be asked to stop. If they
persist, we may exercise our right to take action to have them
removed, immediately if necessary, from our list of patients.
In line with the rest of the NHS, and to ensure this is fully observed
we have a Zero Tolerance policy, whereby aggressive or violent
behaviour towards our staff will not be tolerated under any
circumstances.

Anyone giving verbal abuse to members of staff will be sent a
letter from the Practice stating that this behaviour will not be
tolerated and may result in removal from the Practice patient list.
There will be no appeal process.

Any incident of threatening, abusive or violent behaviour may be
reported to the local Police Service as part of the NHS Zero
Tolerance campaign.

We hope that you will understand and welcome this Policy which is
in place for the best interests of our hard working staff as well as
all the patients we serve. Please note that any non-observance will
not be accepted.