Listening to People: Complaints Training for Welsh Primary Care

Your day is already full. This course gives you the practical version of Listening to People without making you memorise government guidance. Built in Wales for primary care managers and complaints leads working with NHS-funded services. It is especially useful for GP practice managers, and also relevant for dental, community pharmacy and wider primary care teams that need a practical, consistent approach to concerns and complaints. The course uses realistic general practice scenarios because that is where many primary care complaints pressures are easiest to recognise. The core skills apply across settings: recognising concerns, checking risk, listening well, choosing early resolution or formal investigation, responding clearly, and evidencing learning. Suitable for individual learners, practice teams and health board academy cohorts. For health boards, clusters and primary care academies, it provides a consistent baseline for staff who may be at different stages of confidence or experience. YOU WILL LEARN TO • recognise and record a concern however it is raised • check urgent risk and acknowledge it no later than 5 working days after the day it is received • offer and run a useful listening discussion • deal with access, Welsh-language, advocacy and consent needs • choose early resolution or formal investigation for a clear, recorded reason • investigate fairly and write a response people can understand • use concerns to improve the service WHAT YOU GET • 6 focused modules • 16 practical lessons • six graded module knowledge checks • short practice activities • ready-to-use phrases and worked examples • a downloadable Manager's Toolkit • a certificate of completion after all required steps and module knowledge checks are completed successfully About 2 hours, at your own pace. Allow roughly 1½–2½ hours for the lessons, knowledge checks and practice activities. This is an estimate: your reading pace and time spent reflecting will vary. You can pause between steps and return when work allows. Applying the toolkit in your own practice may take additional time. This course provides general training for NHS-funded Welsh primary care services. It is not legal advice, clinical advice or a substitute for current Welsh Government guidance, local health board procedures, contractual guidance or indemnity advice.