Listening to People: Frontline Staff

PRACTICAL TRAINING FOR THE PEOPLE WHO HEAR CONCERNS FIRST A story-led course for reception, care navigation and pharmacy counter teams in NHS-funded primary care across Wales. You are not here to investigate concerns, decide whether they are justified, or choose which concerns route applies. Your job is to receive a concern properly, make anything urgent safe, document what happened clearly and pass it on without delay. WHAT TO EXPECT • Approximately 45–50 minutes. • 27 scored questions across six decision checks built around one patient journey. • Realistic general practice and community pharmacy scenarios. • Clear phrases, practical reminders and a one-screen quick reference. • £35 individual course access. THE SIX MOVES Receive. Respond. Make safe. Act. Record. Pass on. The course follows Emma Taylor through one long Monday at Parkside Medical Centre, then finishes with one Friday-afternoon curveball. Apply what you learn in six decision checks, with feedback on your answers. Local policy, urgent clinical routes, safeguarding procedures, information-governance requirements and staff-safety arrangements still apply.