The Practice of Blackwood Medical Group (Avicenna Medical Centre & Oakdale Medical Centre) aim to always provide the best quality service to all our patients. However, from time-to-time patients may feel that this has not been achieved. If they wish to complain, then they are invited to talk to our Practice Manager, Mrs. Tania Jones. If she cannot verbally resolve your concern, you can then put your complaint in writing, giving all the relevant details, to the Practice Manager at the address below:

  • Mrs. Tania Jones - Avicenna Medical Centre, Blackwood Road, Pontllanfraith, Blackwood. Gwent. NP12 2YU

She will formally reply within 48 hours of receipt of the complaint to confirm that he has received the complaint and that it is being investigated. Thereafter, the Practice will respond to the complaint within 30 working days of receiving the complaint. This excludes weekends and bank holidays. After investigating the complaint, the Practice Manager and the Partners may believe that the best way of resolving the complaint is to have a face-to-face meeting. This will be arranged at a mutually convenient time. If the patient is not happy with the response to the complaint, then they can take it further. The person to contact is:

  • Mrs. Ania Lear - Aneurin Bevan Local Health Board, Unit 1 Newbridge Gateway, Bridge Street, Newbridge. NP11 5GH

If a third party is complaining on behalf of a patient over the age of 16 then the Practice will require the patient to confirm in writing that they are willing for the Practice to discuss the matter and any relevant material with the third party. The Practice will not start investigating the complaint until this authority is received. Parents of patients under the age of 16 may complain on behalf of their child. If a patient believes that they are not suitably skilled to handle the complaint procedure, and they are unable to find a third party to act on their behalf, they can contact their local Llais office at the following address:

Advocacy Service

Llais – Gwent Region
Raglan House
6-8 William Brown Close
Llantarnam Business Park
NP44 3AB

​Information about 'Putting Things Right​'

More information and resources in alternative formats and languages can be found on the Welsh Government putting things right website (opens in new tab).

Putting things right guidance in alternative formats (opens in new tab)

Putting things right guidance in foreign languages (opens in new tab)

The NHS Duty of Candour

From April 2023 The duty of candour is a legal requirement for all NHS organisations in Wales. It requires them to be open and transparent with service users when they experience harm whilst receiving health care. They will be required to:

  • talk to service users about incidents that have caused harm
  • apologise and support them through the process of investigating the incident
  • learn and improve from these incidents
  • find ways to stop similar incidents from happening again

This duty builds on the Putting Things Right that has been in place since 2011.

As a service user, you do not need to do anything for the duty of candour.  

Go to the website to read the Duty of Candour Regulations

Watch the video to learn more about the Duty of Candour.

​Public Services Ombudsman For Wales​

​If you are unhappy with the way we have handled your complaint, please let us know so that we can discuss this with you.  Additional steps can be taken to try and answer all of your questions.​  ​However, if you are still not happy, you can report it to the Public Services Ombudsman For Wales, but only if your complaint has already been investigated by the surgery. 

Address: ​Public Services Ombudsman For Wales​. 1 Ffordd Yr Hen Gae, Pencoed, CF35 5LJ
Telephone: 0300 790 0203​
Ombudsman (opens in new tab)