We receive many enquires regarding first aid and dental practices CPD medical training. Here we are building a list of the most frequent questions we are asked  with answers and outside links.
 
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First aiders should re-qualify every three years, otherwise: the Health and Safety Executive (HSE) no longer considers them competent to act as a first aider they will not be counted towards the required number of first aiders in your workplace. First aiders can re-qualify by completing a two-day first aid at work requalification course, but if some time has passed since the certificate expired, the HSE recommends completing the three-day first aid at work course. We support the HSE recommendation that first aiders have annual refresher training to keep their skills up-to-date.

Employers have an obligation under the Health and Safety (First Aid) Regulations 1981 and guidance documents L74 and GEIS to make adequate and appropriate first aid provision for their workforce. It is recommended that someone is able to undertake first aid duties at all times when people are at work.

Employers should provide at least one first aid kit per work site. Your needs assessment will help you identify what equipment you should provide but guidance is also available from the HSE. A first aid container should be green with a white cross (not a red cross, which is a protected symbol).

Employers are not required to have an automated external defibrillator (AED) machine but you may wish to consider providing one for your staff. All Primary Health Care organisations Dental Practices, GP surgerys and Hospitals must have an AED in place. Many public venues have an AED on site and this should be avalable for all staff and the public to use if needed.

First aid at work training does not include giving tablets or medication except using aspirin to treat a casualty with a suspected heart attack, which is covered in our three-day first aid at work course. If a colleague has prescription medicine, you may help them to take this but should not administer it for them. There is no legal problem in any person administering adrenaline that is either prescribed for a specific person or administering adrenaline to an unknown person in such a life saving situation (through specific exemptions in the medicines act). However the first aider involved must be competent in being able to recognise the anaphylactic reaction and administer adrenaline using an auto-injector. First aiders must ensure that they work within the guidelines of the first aid training organisation that issued their qualification and their employer. The Health & Safety Executive also provides guidance. As at 25 January 2008 this stated: "Medicines legislation restricts the administration of injectable medicines. Unless self administered, they may only be administered by or in accordance with the instructions of a doctor (e.g., by a nurse). However, in the case of adrenaline there is an exemption to this restriction which means in an emergency, a suitably trained lay person is permitted to administer it by injection for the purpose of saving life. The use of an Epipen to treat anaphylactic shock falls into this category. Therefore, first aiders may administer an Epipen if they are dealing with a life threatening emergency in a casualty who has been prescribed and is in possession of an Epipen and where the first aider is trained to use it."

There is no legal problem in any person administering adrenaline that is either prescribed for a specific person or administering adrenaline to an unknown person in such a life saving situation (through specific exemptions in the medicines act). However the first aider involved must be competent in being able to recognise the anaphylactic reaction and administer adrenaline using an auto-injector First aiders must ensure that they work within the guidelines of the first aid training organisation that issued their qualification and their employer. The Health & Safety Executive also provides guidance. As at 25 January 2008 this stated: "Medicines legislation restricts the administration of injectable medicines. Unless self administered, they may only be administered by or in accordance with the instructions of a doctor (e.g., by a nurse). However, in the case of adrenaline there is an exemption to this restriction which means in an emergency, a suitably trained lay person is permitted to administer it by injection for the purpose of saving life. The use of an Epipen to treat anaphylactic shock falls into this category. Therefore, first aiders may administer an Epipen if they are dealing with a life threatening emergency in a casualty who has been prescribed and is in possession of an Epipen and where the first aider is trained to use it."

Once cardiac arrest occurs it is important to ensure expert help is coming and start cardiopulmonary resuscitation (CPR) immediately. Good quality CPR with minimal interruption for other interventions improves the chances of survival from cardiac arrest. Once cardiac arrest has occurred intramuscular adrenaline is not beneficial and attempts to give it may interrupt CPR. Absorption of adrenaline given by intramuscular injection will not be reliable once cardiac arrest has occurred. Advanced life support according to current guidelines should start as soon as possible.

A standard blue needle (25 mm and 23 G) should be used to inject intramuscular adrenaline. The best site for an intramuscular injection of adrenaline for the treatment of an anaphylactic reaction is the anterolateral aspect of the middle third of the thigh. The needle needs to be long enough to ensure that the adrenaline is injected into muscle. The current Resuscitation Council UK guidance states that a 25 mm length needle is best and suitable for all ages (see Appendix 2). In the UK, a standard blue needle (25 mm and 23 G) is therefore best. In obese patients a longer green needle may be needed (38 mm length). The standard orange needle that is most commonly available in the UK is only 16 mm in length. This shorter length needle can result in injecting the adrenaline subcutaneously. A 25 mm length orange needle is less commonly available.

The decision whether to use Emerade adrenaline auto-injector, another brand of auto-injector, or an ampoule, needle and syringe is a local decision. The decision should factor in the ease of implementation and the likelihood of anaphylaxis. However the UK guidelines advise that healthcare professionals should use ampoule, needle and 1ml syringe and give the appropriate dose. Be rescue real and have a draw up kit ready. Check out our first aid shop.

Auto-injectors are recommended primarily for use by laypeople for self administration. Guidance for their use must allow a greater degree of safety in terms of dose and recommended dosing interval. There is little science on which to base a recommendation for the dosing interval. The recommendation of 5 minutes is pragmatic and based on the personal experience of those who use adrenaline in their regular practice. Waiting for 10-15 minutes for a response before giving a further dose may be excessive in a patient with life-threatening airway, breathing or circulation problems caused by an anaphylactic reaction.

Auto-injectors are primarily for self use by patients who are at risk of an anaphylactic reaction. They should be prescribed on an individual basis by a specialist in allergy. These guidelines are aimed at healthcare professionals in a variety of settings. We have not specifically recommended auto-injectors for use by this group for several reasons: Auto-injectors are relatively expensive with a limited shelf life compared with the cost of an ampoule of adrenaline and syringe and needle. Anaphylactic reactions are uncommon. Most auto-injectors purchased for the healthcare setting will not be used. Auto-injectors come with standard length needle which may not be long enough to give intramuscular adrenaline for some patients. Most healthcare staff likely to deal with an anaphylactic reaction in the healthcare setting should have the skills to draw up adrenaline and give an intramuscular injection of adrenaline. Ultimately it is a local decision whether a healthcare setting opts to use auto-injectors instead of adrenaline ampoules. If there is no other form of adrenaline available it would be appropriate for a healthcare professional to use an adrenaline auto-injector for the treatment of an anaphylactic reaction.

All registrants must follow the guidance on medical emergencies and training updates issued by the Resuscitation Council (UK). The Resuscitation Council's document Quality standards for cardiopulmonary resuscitation practice and training is its main medical guidance document for dental professionals. We endorse this document and expects registrants to apply this guidance in practice. Equipment requirements – defibrillators and emergency drugs ​Defibrillators: We endorse the Resuscitation Council's guidance that all clinical areas should have immediate access to an automated external defibrillator (AED). What does this mean in practice? Premises in which patients are seen clinically should have a defibrillator. This includes practices in which patients are seen by: A dentist only A clinical dental technician only A dental hygienist or dental therapist only A combination of members of the dental team Emergency drugs: We endorse the Resuscitation Council's guidance that clinical dental settings staffed by dentists, hygienists, and therapists, are to have an emergency drugs kit. Further guidance on what drugs should be contained in emergency drugs kits can be obtained from the Department of Health and via the British National Formulary (you will need to subscribe to the British National Formulary in order to log into their website.) Clinical dental technicians: We recognise that the Human Medicines Regulations 2012 prohibit clinical dental technicians from purchasing or holding the prescription-only medicines contained within an emergency drugs kit. We do not therefore expect a clinical dental technician to have an emergency drugs kit or be trained in the use of an emergency drugs kit. We are aware that CDTs who work independently will not have an emergency drugs kit on their premises. Dental hygienists and therapists: the Human Medicines Regulations 2012 permit dental hygienists and therapists to hold emergency drugs on their premises, but not to purchase the medicines directly. A dental hygienist / therapist practice needs to ensure that they hold emergency drugs on site. Hygienist / therapist practices without an on-site dentist can obtain an emergency kit through a prescribing dentist or doctor under a patient-group directive.​ Staff skills requirements: A patient could collapse on any premises at any time, whether they have received treatment or not. It is therefore essential that all registrants must be trained in dealing with medical emergencies, including resuscitation, and possess up to date evidence of capability. Scope of practice Registrants must know their role in the event of a medical emergency, and ensure they are sufficiently trained and competent to carry out that role. If the setting in which you work changes, your role in the event of a medical emergency may change as well. You must ensure that you are suitably trained and competent to carry out your new medical emergency role. This might be the case for: A dental hygienist moving to independent practice under direct access. A clinical dental technician moving from a dentist's premises to independent premises. A dental nurse working in a school. A dental nurse assisting with domiciliary visits. GDC LINK

Mandatory requirements: The GDC standards for the dental team state that, as a dental professional, you must follow the guidance on medical emergencies and training updates issued by the Resuscitation Council (UK). We expect a practice to follow the national guidance issued by the Resuscitation Council. Immediate access to an automated external defibrillator (AED) in an emergency increases the chances of survival of the patient. Where an AED is not available, we would expect to see a robust and realistic risk assessment detailing how an AED could be accessed in a timely manner, as the emergency services may not always be able to respond in the critical first few minutes of an acute cardiac arrest. Recommended practice: A practice could be in a difficult position from a medico-legal point of view if a patient came to harm during dental treatment due to the lack of emergency medicines and equipment listed below. Professional guidelines: British National Formulary To manage the more common medical emergencies encountered in general dental practice the following drugs should be available: adrenaline injection (1:1000, 1mg/ml) aspirin dispersible (300mg) Glucagon injection 1mg Glyceryl trinitrate (GTN) spray (400micrograms / dose) Midazolam Oromucosal Solution, midazolam 5mg/ml oral glucose solution / tablets / gel / powder oxygen Salbutamol aerosol inhaler (100micrograms / actuation) Professional guidelines: Resuscitation UK Guidelines November 2013: Minimum equipment list for cardiopulmonary resuscitation in Primary Dental Care The following is the minimum equipment recommended: adhesive defibrillator pads automated external defibrillator (AED) clear face masks for self-inflating bag (sizes 0,1,2,3,4) oropharyngeal airways sizes 0,1,2,3,4 oxygen cylinder (CD size) oxygen masks with reservoir oxygen tubing pocket mask with oxygen port portable suction e.g. Yankauer protective equipment – gloves, aprons, eye protection razor scissors self-inflating bag with reservoir (adult) self-inflating bag with reservoir (child) Oxygen cylinders should be of sufficient size to be easily portable but also allow for adequate flow rates, eg, 15 litres per minute, until the arrival of an ambulance or the patient fully recovers. A full ‘CD’ size cylinder contains 460 litres of oxygen and should allow a flow rate of 15 litres per minute for approximately 30 minutes. Quality Assurance Process: Expiry dates for emergency medicines and equipment and availability of oxygen should be checked at least weekly.

This qualification is valid for a period of 3 years. The Learner needs to retake the qualification before the certificate expiry date to remain qualified. It is possible to reduce GLH when requalifying and attend a 12 hour FAW requalifying course. In order to attend a 12 hour requalifying course, Learners must produce their current or previous recently expired FAW certificate. The certificate should be in a format as accepted by HSE. Requalification training should be delivered in no less than 12 hours (2 days) excluding breaks. Expired FAW certificates: If the Learner’s previous FAW certificate will have expired by more than one month at the start of FAW requalification course, the Centre must, in advance, provide the Learner/their Employer with the following information. FAW requalification courses are only 12 hours in duration, compared to 18 hours for the initial course. This means that the syllabus is covered at a significantly faster pace in the understanding that learners are familiar with the topics. Health and Safety Executive (HSE) guidance is clear that if an employee’s FAW certificate expires, they are “no longer considered competent to act as a first-aider in the workplace”. For this reason, you should make every effort to requalify a first aider before the certificate expires. Employers and Learners should be aware that there is an increased risk of failing to achieve the required standard if previous certification has expired by a considerable period (HSE defines this as in excess of 1 month). If this is the case, HSE recommends “it may be prudent to complete a 3 day course”.

Dental Teams staff Medical Emergencies Core CPD training and moving forward in 2020. We are now conducting face to face Dental Medical Emergencies core CPD training. It’s a fine balance in the delivery of CPD training within the dental practice at during these current times and we are working within the UK Government and (Covid-19 Qualsafe) guidelines. All dental practices have different dynamics regarding location, space and team numbers to accommodate. We are looking at many different ways to meet your needs and flexibility is a key factor in theses challenging times. Due to the very nature of training we have adapted the presentation and delivery to make it all as safe as practicable. However, it's a little more challenging for larger groups and teams. A number of practices are hiring larger local venues for us to attend and deliver training or we can make arrangements for your team to attend and use our large training venue in Burgess Hill, West Sussex. We are able to make all the arrangements for you to hold your training session at our venue for up to 20 staff if required. The hire fee is around £60 and this would be added to your total training fee. For many practices this would be more cost effective than holding two training sessions with smaller groups at their venue. You may wish to consider a Saturday morning or midweek evening as this allows you to keep the practice open during the week. Conducting the training at our venue can be conducted in a morning, afternoon or evening in 3-4 hours sessions and is a great way of keeping it all very simple. This also helps to keep the costings lower and teams together. It also means your practice does not incur extra cleaning after training. A number of dental practices are arranging two training CPD sessions on the same day at their venues for larger teams. This allows a practice to train in two half day sessions and keeps the training more manageable and within the current Covid-19 guidelines. A discount would be applied with this type booking for an all day training booking at your venue. Some teams are having two separate training dates for larger teams and this would incur two sets of training costings and two separate training dates would be required to fit in with your plans. We are also running evening open CPD training events throughout the year for individuals or team members at our training venue in Burgess Hill, West Sussex. All bookings, dates and more information can be found on our Open Courses Page. Due to the very nature of Covid-19 we are continually adjusting to the new guidelines as and when needed. Please do contact us for a more personal plan to conduct your teams First Aid and Dental Teams CPD training needs. ​ Please see a link for the latest GDC COVID-19: GDC guidance for dental professionals. Please also note that the HSE has extended the First Aider at Work qualification for three months. ​ Garry Perkins HCPC Paramedic

This course empowers the individual or team with the skills to recognise and the competence to deal with medical emergencies common to dental practices including basic/advanced life support (CPR) and the administration of first-line drugs such as oxygen, adrenaline, glucose, glucagon, midazolam, GTN, aspirin, and salbutamol. ​ ​All members of staff, not just registered team members should know their role if a patient collapses or there is another kind of medical emergency. All members of staff who might be involved in dealing with a medical emergency are [should be] trained and prepared to deal with such an emergency at any time. ​ Our paramedic trainers will carry out a full review and check all emergency medications at your practice in-line with the clinical practice guidelines. This training is CPD verifiable, 4 points and certificates of attendance will be supplied in-line with GDC guidelines. ​ ​ Course programme: The session takes approximately four hours and will include practical CPR training, together with recognition and management of medical emergencies most common to the dental practice. You will be able to practice CPR with the manikins in your own dental chair. Hygienic CPR manikins will be provided by Sussex First Aid Courses for use during your training session. ​ Basic life support – adult and child Airway management – airway adjuncts, BVM and suction Oxygen therapy Asthma Anaphylaxis Cardiac emergencies Epileptic seizures Hypoglycaemia Syncope Choking and aspiration Team-based training incidents Administration of drugs in an emergency ​ AED training Training will also include: ​ Administering IM injections and the use of medical ampoules and administering common first line dental practice emergency drugs.

The session takes approximately 5 hours and will include practical ILS and PILS CPR training, together with the recognition and management of medical emergencies and medications common to the dental practice. Contact us for more information. Contact us for a booking enquiry and quote. ​ Course programme: ​ The session takes approximately 5 hours and will include practical ILS and PILS CPR training, together with recognition and management of medical emergencies and medications common to the dental practice. You will be able to practice CPR with the manikins in your own dental chair. Hygienic CPR manikins will be provided by Sussex First Aid Courses for use during your training session. ​ ABCDE Approach ILS and PILS – adult and child resuscitation Airway management – airway adjuncts, Igels, BVM and suction Oxygen therapy Pulse oximeter training Taking blood pressure Taking blood glucose levels training Asthma Anaphylaxis Cardiac emergencies Epileptic seizures Hypoglycaemia Syncope Choking and aspiration Team-based training incidents Administration of drugs in an emergency Use of the AED in adults and paediatrics ​ ​ ​ Our paramedic trainers will carry out a full review and check all emergency medications at your practice in-line with the clinical practice guidelines. This training is CPD verifiable, 5 points and certificates of attendance will be supplied in-line with GDC guidelines. The Royal College of Surgeons (Conscious Sedation) Practitioners must be able to provide age-appropriate immediate life support as defined by the main elements of the Resuscitation Council (UK) ILS and PILS training programmes. It is not essential to undertake a Resuscitation Council (UK) accredited ILS/PILS course. Alternative courses with equivalent content which are adapted to the needs of dental practice are acceptable: these might also include the management of common sedation, medical and dental emergencies.

CQC consider drugs and equipment for a medical emergency when we review if a practice is safe. This relates to: regulation 12 (safety of care and treatment) regulation 17 (good governance). The medicines and equipment should be in an accessible and central location known to everyone. Mandatory requirements The GDC standards for the dental team state that, as a dental professional, you must follow the guidance on medical emergencies and training updates issued by the Resuscitation Council (UK). We expect a practice to follow the national guidance issued by the Resuscitation Council. Immediate access to an automated external defibrillator (AED) in an emergency increases the chances of survival of the patient. Where an AED is not available, we expect to see a robust and realistic risk assessment detailing how an AED could be accessed in a timely manner. Emergency services may not always be able to respond in the critical first few minutes of an acute cardiac arrest. Recommended practice Practices should ensure they have emergency medicines and equipment to keep patients safe. Professional guidelines: NICE: Prescribing in dental practice (Medical emergencies in dental practice) These should be available to manage common medical emergencies: adrenaline/epinephrine injection, adrenaline 1 in 1000, (adrenaline 1 mg/mL as acid tartrate), 1 mL amps aspirin dispersible tablets 300 mg glucagon injection, glucagon (as hydrochloride), 1 - unit vial (with solvent) glucose (for administration by mouth) glyceryl trinitrate spray midazolam oromucosal solution oxygen salbutamol aerosol inhalation, salbutamol 100 micrograms/metered inhalation. Professional guidelines: Resuscitation Council UK quality standards for cardiopulmonary resuscitation and training This is the minimum equipment recommended: adhesive defibrillator pads automated external defibrillator (AED) clear face masks for self-inflating bag (sizes 0,1,2,3,4) oropharyngeal airways sizes 0,1,2,3,4 oxygen cylinder oxygen masks with reservoir oxygen tubing pocket mask with oxygen port portable suction, for example Yankauer protective equipment – gloves, aprons, eye protection razor scissors self-inflating bag with reservoir (adult) self-inflating bag with reservoir (child) if there are ampules in the medical emergency drugs kit, there must be adequate numbers of suitable needles and syringes. Oxygen cylinders should be easily portable but also allow adequate flow rates, for example 15 litres per minute for up to 30 minutes or until an ambulance arrives, or the patient fully recovers. Consider what size of cylinder to use and whether you need a second one in case the first is at risk of running out. Quality Assurance Process: At least every week, check: expiry dates for emergency medicines equipment and availability of oxygen. Link

CQC inspectors will consider this topic of drugs and equipment for a medical emergency when they review if the practice is safe, which relates to regulation 12 (safety of care and treatment). Glucagon is a hormone which helps to raise blood glucose levels. A glucagon injection kit is used to treat episodes of severe hypoglycemia, where a patient is either unable to treat themselves or treatment by mouth has not been successful. Severe hypoglycemia is defined as having low blood glucose levels that requires assistance from another person to treat. Classed as a diabetic emergency, it is a complication that can occur in people with diabetes that take insulin and certain anti-diabetic tablets. The most commonly available form of Glucagon injection is the GlucaGen HypoKit 1 mg: (Glucagon Injection). Mandatory requirements GlucaGen HypoKit should be stored at a temperature of 2–8°C (in a refrigerator), but it must not be frozen. If stored in the refrigerator the shelf life from the manufacturer is 36 months. GlucaGen HypoKit can be stored outside the refrigerator at a temperature not exceeding 25°C for 18 months provided that the expiry date is not exceeded. It should be stored in the original package in order to protect from light. This is common practice as it needs to be easily accessible for emergency use. The provider must able to demonstrate either: when the product was out of refrigerated storage, for example label the product with the date it was taken out of the fridge or a revised expiry date, or how the product is safe for use, for example by referring to the purchase invoice showing that 18 months has not elapsed from delivery. LINK

A course that contains both an online e-learning element and sessions delivered face-to-face in a classroom.

Yes. HSE guidance on Selecting a First Aid Training Provider (section 24) has been updated to include provision for a ‘Blended Learning’ approach. Furthermore, specific guidance has been agreed by the First Aid Quality Partnership (an industry body set up by the HSE to agree standards and best practice). Details of these standards can be found here.

Blended Learning offers the best of both worlds for first aid training. The practical skills and associated assessments are still conducted by our highly experienced instructors in the classroom environment. This gives learners valuable, confidence-building feedback and lots of ’hands-on experience’ with training equipment. For theoretical subjects, the highly engaging and informative e-learning element helps learners to understand sometimes tricky medical concepts at a pace that suits them. Before moving on to the next subject each section is consolidated with relevant questions and exercises to ensure maximum understanding. Another big advantage is the increased flexibility that e-learning offers. This allows study to take place at convenient times and can reduce the number of consecutive days away from the workplace.

The e-learning element takes approximately 6 hours to complete. This can be achieved over several sessions as the learning progress is always saved. When a learner returns they will continue at the point they left.

An email detailing how to access the e-learning and information on starting the online element of the course will be sent shortly after a booking is made (please let us know if you do not receive this email within 24 hours).

Access to the internet is required via a reliable/stable connection. Please ensure that you use a device which plays audio and video and has a browser that is not out of date or unsupported.

Yes. The e-learning must be completed in full before attending the classroom training dates. If the learner fails to complete the e-learning element they will be unable to attend the classroom dates.

One transfer is permitted to an alternative classroom training session (subject to availability). This option is however only possible where at least 10 working days’ notice is given before the classroom training and the maximum time allowed to achieve the qualification has not been exceeded.

Yes. All our 'Blended' First Aid courses lead to Ofqual Regulated Qualifications (Level 3 RQF).

Should you have any difficulties, our friendly customer support team will be happy to help. Please call us on freephone 0800 0699931 or email admin@sussexfirstaidcourses.co.uk.

The duties of a First Aider can be physically demanding. It is the employer’s responsibility to ensure that candidates are free from any condition which would affect their capability, and that they have the aptitude to cope with an intensive course of study. (We welcome candidates with disabilities for training, but it remains their employer’s responsibility to ensure that they are appropriately supported in their workplace).

To be eligible to attend a two-day re-qualification course, candidates must possess a valid First Aid at Work certificate issued by an HSE approved provider which is in date on the final day of the re-qualification course. You must bring your current certificate with you on the first day of your re-qualification course, or you may be turned away.

If you arrive late for a course, or are absent from any session, we reserve the right to refuse to accept you for training if we feel you will gain insufficient knowledge or skill in the time remaining. In all such cases, the full course fee remains payable. To conform with Health & Safety Executive requirements for Statutory Certificates, attendance at all sessions is mandatory. In the event of non-attendance full fee is still due and is non-refundable

Cancellations or course date transfers are not permitted. If you are unable to attend the course yourself, you may change the name of the delegate attending the course free of charge. You must inform the office to any change of delegates prior to the start of the course. If you are ill on the day of the course you must notify us in writing as soon as possible via email addressed to admin@sussesfirstaidcourses.co.uk. A transfer will only be offered if a valid doctor’s note is produced.

To ensure successful attendance on the day, you should confirm your course date and time, bring valid identification, ensure you have the necessary equipment (if attending online), and arrive on time for classroom courses or be ready to log in on time for online courses. Please were loose comfortable clothing.

An administration charge of £20 + VAT is applicable for the issue of a replacement.

Sussex First Aid Courses reserves the right to cancel any course if there are insufficient numbers to run a viable course. In such circumstances, you will be given as much notice as possible and the offer of a free transfer to another course date, or a full refund of fees paid.

Your rights As a Learner at a Qualsafe Awards (QA) approved training centre you have certain rights. You have the right to: High quality training and Learner assessment You can expect the highest standards of quality training and Learner assessment from suitably qualified Trainers/Assessors, regardless of which training centre you have chosen. Be treated with respect You will be treated in a polite, courteous manner with respect for your dignity at all times. QA operates in line with the requirements of the Equality Act 2010. An explanation If you are not satisfied with the service you receive, we encourage you to tell the Trainer/Assessor. You have the right to a reasonable explanation. You have the right to: Make a complaint If you remain dissatisfied, you have the right to make a complaint. Please refer to the QA Customer Complaints Policy for further details. High quality training AYpopuecalndeexcpiesciot tnhsemhigahdeest standards of quality training from suitably qualified Trainers, regardless of which training centre You have the right to appeal any decision made by the approved training you have chosen. centre or by QA which affects you. Please refer to the QA Appeals Policy for further details. Be treated with respect Customer Satisfaction You will be treated with respect, courtesy and consideration for your dignity, religious and philosophical beliefs. At Qualsafe Awards, customer satisfaction is highly important and we adopt All staff will treat you politely and pleasantly. a proactive approach to resolving any complaint or appeal efficiently and effectively. To enable us to do this for you, please follow these steps. An explanation 1. Contact the Trainer/Assessor If you are not satisfied with the service you receive, we The first step if you have a complaint or appeal is to talk to your Trainer/ encourage you to tell the Trainer. You have the right to a Assessor, in private if necessary, who should try to resolve the issue reasonable explanation. immediately, where possible. 2M. Caoknetactotmhpeltarianitning centre IfIfytohueaTreainoert isautinsafibedlewtoithretshoelvoeutthceopmreo,btlehme ,npexletastepseise tohenotify the training centre, which will have its own complaints and appeals procedures. procedure below. 3. Contact Qualsafe Awards Only after giving the training centre the chance to deal with your complaint or appeal should you raise it with Qualsafe Awards. Please contact us, with full details, at: Qualsafe Awards, City View, 3 Wapping Road, Bradford BD3 0ED Tel: 0330 660 0899 Email: complaints@qualsafeawards.org or appeals@qualsafeawards.org

Introduction This document constitutes an agreement between Qualsafe Awards (QA) and a Learner undertaking QA qualifications. The purpose of this agreement is to ensure that the Learner is fully aware of their responsibilities when undertaking our regulated qualifications and that these are met. Learner Responsibilities When undertaking any QA regulated qualification, QA expects that you, the Learner, will: Provide all information necessary to complete the pre-course registration process (where applicable) Provide all necessary evidence to confirm you meet the qualification entry requirements (where applicable and as detailed in the qualification specification) Declare any injuries, illnesses or conditions (e.g. dyslexia) that you may have to the Centre prior to course commencement (for the purposes of Reasonable Adjustments* being made for training and assessment purposes) Ensure you attend all arranged training sessions and/or assessments on time Behave in a professional and courteous manner at all times towards Centre staff, Trainers/Assessors and other Learners Prepare for and take part in any training activities and Learner assessments as instructed by the Trainer/Assessor delivering your course Complete all registration and assessment paperwork as required in a clear and legible fashion Provide all required documentation to enable any Trainer/Assessor to confirm your identity for the purposes of registration and/or assessment Maintain the integrity and security of the Learner assessment process Submit all required assessment documentation within the given timescales Refrain from any activities which constitute Learner malpractice (e.g. plagiarism, cheating or collusion) and complete coursework, workbooks and assessments of your own accord using the knowledge and skills you have obtained through your training and learning activities Declare any temporary injuries, illnesses, conditions or circumstances that you may have on the day of training and/or assessment (for the purposes of Special Consideration* being given) Attend any practical work placement+ arranged by your Centre and complete all work required in line with the requirements of the qualification specification Cooperate fully with the Centre and/or QA throughout the course of any compliance or malpractice investigation (as and when required) and cooperate fully with the outcome of the investigation, including (but not limited to) revocation of any certificate(s) issued. *The QA Access to Assessment Policy freely available on the Downloads section of the QA website provides further details. +For qualifications where a practical work placement forms part of the qualification requirements. Learner Malpractice Learners undertaking QA qualifications should be aware that any reported or suspected Learner malpractice will be investigated by QA and, through the course of any investigation or in cases where malpractice is confirmed, Learner sanctions may be applied, which may result in a temporary or permanent ban from partaking in any future QA qualifications. Please see the QA Sanctions Policy and Malpractice and Maladministration Policy which are freely available on the Downloads section of the QA website for more details. Centre Malpractice/Maladministration Learners undertaking QA qualifications must also be aware that the identification of Centre malpractice or maladministration in relation to qualification delivery or the Learner assessment process may lead to the revocation of any Learner certificate issued. Learners are required to accept that if QA requires to revoke any Learner certificate in these circumstances and in accordance with the awarding organisation’s regulatory responsibilities, QA is not liable for any personal loss which may be incurred. Declaration In signing the Learner Register for a QA qualification and/or undertaking any QA Qualification, I agree to meet with all Learner Responsibilities listed in this document. I also acknowledge and understand that QA has the right to apply Learner sanctions through the course of any investigation into Learner malpractice or in cases where Learner malpractice has been confirmed. I also accept that QA will not be liable for any personal loss that I may incur in the circumstance that any Learner certificate I have been issued with requires to be revoked due to the identification of Centre malpractice or maladministration in relation to qualification delivery or the Learner assessment process.