Listening to People: Complaints Training for Welsh Primary Care

Practical, scenario-based training for Welsh primary care managers and complaints leads working with NHS-funded services. Follow Siân Davies at Parkside Medical Centre as she handles two realistic concerns. Mrs Jones’s referral problem shows how listening, ownership and early resolution can stop a concern growing. David Hughes’s case shows when a concern needs a fair formal investigation. YOU WILL LEARN TO • recognise and record a concern, however it is raised • check urgent risk and acknowledge no later than 5 working days after the day of receipt • offer and run a useful listening discussion • meet 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 • turn concerns into practical service improvement WHAT YOU GET • 6 focused modules and 16 practical lessons • six graded knowledge checks • short practice activities and worked examples • ready-to-use phrases, a downloadable Manager Toolkit and a Quick Guide • a certificate after all required steps and knowledge checks are completed successfully Allow about 1½–2½ hours. Work at your own pace and return whenever your schedule allows. Designed especially for GP practice managers and also relevant to dental, community pharmacy, wider primary care teams, clusters and health board academies. This course provides general training, not legal or clinical advice. Always follow current Welsh Government guidance, local health board procedures, contractual guidance and indemnity advice.