Complaints

We take complaints about our work, staff and levels of service very seriously. If you wish to make a complaint, please complete the online form here

If you are struggling to complete the online form, you can print a paper form below or request one from reception at the surgery.

RMC – Patients Complaint form

What information we will need from you

We will need:

a clear, detailed description of what your complaint is about
copies of any letters or emails related to the complaint
your email address or postal address (so we can reply)

We aim to respond to complaints within 10 working days. If we can’t reply to you within this time, we will let you know and tell you when you can expect a reply

What happens next

When you’ve made your complaint, we will:

send an email to let you know that we’ve received it (as long as you’ve provided a valid email address)
investigate your complaint, and provide a written response to the issues you have raised.

Complaints to The Black Country Integrated Care Board (ICB)

From 1st July 2023 the way you raise a complaint about Primary Care Services Changed. If you wish to complain to the commissioner, instead of contacting NHS England you will now need to contact the Black Country ICB.

For more information about these changes please visit their website here.

If you do not want to complaint to the practice directly you can raise any issues with The Black Country ICB.

You can do this by:

Telephone: 0300 0120 281
Email: bcicb.time2talk@nhs.net
Writing to them at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter’s Square, Wolverhampton, WV1 1SH

What to do if you’re not satisfied

If you are not satisfied with the outcome of your formal complaint, you can contact the Parliamentary and Health Service Ombudsman.

Ombudsman

Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Helpline: 0345 015 4033

Website www.ombudsman.org.uk

NHS Choices for complaints to other NHS organisations

Website www.nhs.uk/nhsengland/complaints

Data Protection – Privacy Notice

This privacy notice lets you know what happens to any personal data that you give to us, or any information that we may collect from you or about you from other organisations.

This privacy notice applies to personal information processed by or on behalf of the practice.

This Notice explains;

Who we are and how we use your information
Information about our Data Protection Officer
What kinds of personal information about you we hold and use (process)
The legal grounds for our processing of your personal information (including when we share it with others)
What should you do if your personal information changes?
For how long your personal information is retained / stored by us?
What are your rights under Data Protection laws

For full privacy notice please read the below attachment;

Rushall Medical Centre- GDPR Privacy Notice 2025

The Practice Data Protection Officer is Paul Couldrey of PCIG Consulting Limited. Any queries regarding Data Protection issues should be addressed to him at: –

Email: Couldrey@me.com

Postal: PCIG Consulting Limited, 7 Westacre Drive, Quarry Bank, Dudley, West Midlands, DY5 2EE

Rushall Medical Centre- GDPR Privacy Notice 2024

GDPR Privacy Notice 2024

Covid-19 Privacy Notice

GDPR Poster – For Patients

Practice Information Governance Policy

How we use your information – Leaflet

Your Data Matters

GP Net Earnings

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

The average pay for GPs working in Rushall Surgery in the last financial year was £128,408 before tax and National Insurance. This is for 3 full time GPs and 5 part-time GPs who have worked in the practice for more than six months.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Confidentiality & Medical Records

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.