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Garry Perkins
HCPC Paramedic - First aid and ILS specialist Dental teams trainer. Clinical lead and director.

Dental Teams Medical Emergencies

Accidents and medical emergencies can happen to anybody at any time and in any place, if either takes place in a dental practice there should be staff that are adequately trained to deal with the problem quickly and correctly. Here we are going to look at the most common emergency situations that may occur in the dental practice setting.

  • How often do first aiders need to re-qualify?
    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.
  • Whats our Legal obligation for first aid provision at work
    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.
  • What first aid equipment do I need?
    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).
  • Can first aiders give medicine to casualties?
    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."
  • Can a First Aider use an Epipen to treat anaphylactic shock
    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."
  • The Resuscitation Council (UK) guidance on anaphylaxis is aimed at healthcare professionals and does not recommend the use of auto-injectors by this group for several reasons such as shelf life, needle length, cost, and dose. There is a new product (Emerade) which appears to address some of these issues. What is the Council’s position on the use of Emerade by any healthcare professional?"
    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.
  • I work in general practice and feel that it would be easier to train our staff to use adrenaline auto-injectors rather than have to draw up adrenaline from ampoules to treat an anaphylactic reaction. This is not covered in the guidelines. Is it alright to do this?
    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.
  • First Aid at Work Requalification requirements
    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”.
  • What is allergy?
    Allergy is a condition where the immune system overreacts to a normally harmless substance, such as pollen, dust mites, or food. When this happens, an immune response is produced which releases chemicals, such as histamine, causing inflammation and irritation in the body. You can be allergic to anything, and develop an allergy to anything at any time in your life. Allergies are very common, and they can cause a wide range of symptoms. Scientists believe that environmental factors, such as pollution and climate change, may be contributing to the increasing prevalence of allergies in recent years. It’s important to note that allergies and intolerances are not the same thing. An intolerance is when your body simply lacks the enzyme required to break down a certain food, such as milk, which can lead to bloating, headaches, tiredness, and other unpleasant symptoms.
  • What is anaphylaxis?
    Anaphylaxis is a severe allergic reaction which can be life-threatening. It’s the result of the immune system, the body's natural defence system, overreacting to a trigger, such as food, medicine, or even exercise. Symptoms can develop suddenly and get worse very quickly. Because the onset of anaphylaxis can be very fast, an adrenaline auto-injector should be used without delay as soon as anaphylaxis is suspected. This should be immediately followed by dialling 999 to summon emergency medical help.
  • What are the symptoms of anaphylaxis?
    There are a number of possible signs of anaphylaxis. Any one of the following signs/symptoms is enough to warrant the immediate use of an adrenaline auto-injector: Airway (A): swelling in the throat, tongue or upper airways (tightening of the throat, hoarse voice, difficulty swallowing) Breathing (B): sudden onset wheezing, breathing difficulty, noisy breathing Circulation (C): dizziness, feeling faint, sudden sleepiness, tiredness, confusion, pale clammy skin, loss of consciousness Do not delay in administering an adrenaline auto-injector if you have any of the above signs or symptoms, even if you also have signs that you would normally associate with a milder reaction (such as an itchy throat or swelling of your lips).
  • How is anaphylaxis treated?
    Adrenaline can be used to treat all severe allergic reactions. First, you should confirm symptoms (ABC) - If someone is having a severe allergic reaction (anaphylaxis) then they need to be treated fast: 1. Choose the appropriate adrenaline auto-injector to treat the patient: 300mcg adrenaline injectors are for treating most people over 6 years old (if they weigh MORE than 30kg/66lb/4.5st) 150mcg adrenaline injectors should only be used to treat small children (who weigh LESS than 30kg/66lb/4.5st) 2. Hold the injector in your dominant hand and pull the yellow safety cap off. 3. Lay the patient on their back with their legs elevated if possible. 4. Push the black tip of the injector into the patient’s outer thigh until you hear a click. Hold the injector in place for 10 seconds before removing it. 5. Lightly massage the injection area. 6. Dial 999 – say anaphylaxis (“ana-fill-axis”) – then wait for an ambulance to arrive. 7. If there is no improvement in the patient’s condition 5 minutes after the first injection, inject a second dose of adrenaline, using a new injector.
  • What should you do after treating anaphylaxis?
    When the ambulance arrives, tell the paramedic what medications you gave the patient. You can also hand over any used auto-injectors for them to properly dispose of. Report the anaphylaxis incident in the first aid incident book so that we know and replenish your medications as soon as possible if you have used your own kit.
  • Can you use an adrenaline pen without a prescription?
    In the event of an emergency, anyone can administer adrenaline to a specified maximum dosage (e.g. through an AAI) for the purpose of saving a life. A severe allergic reaction inducing or potentially inducing anaphylaxis will fall into this category. This exemption is specifically set out in law through Regulation 238 of The Human Medicines Regulations 2012 which states that the prohibitions on administrating prescription medicines “does not apply to the administration of a prescription only medicine specified in Schedule 19 where this is for the purpose of saving life in an emergency.” Adrenaline in the form of“1:1000 up to 1mg for intramuscular use in anaphylaxis” as used in the Anaphylaxis Kitt AAIs is a Schedule 19 medicine. Although a person suffering a reaction could administer their own AAI (and they may prefer to do so if they are able), legally there is no ban on someone else assisting in this process or doing it completely for them. AAIs are designed to give a single fixed dose of adrenaline by someone who is not medically trained. Notwithstanding this, it is advisable to provide basic training to one or more people within your organisation to identify the signs of anaphylaxis and how to use an AAI. This helps ensure the most effective use of an AAI in an emergency situation, maximising the prospects of a positive outcome. The frequency of training is not specifically mandated in law with the HSE using terms such as refreshing at “suitable intervals”. *Training needs should be assessed based on business need and reviewed whenever anything changes (e.g. staff moves) and on an at least annual basis.
  • Should I use adrenaline if I'm not 100% sure it's anaphylaxis?
    Yes. Hesitation around using adrenaline pens is a huge problem. As leading allergy Professor Adam Fox says, “It's not harmful at all. It's a very, very safe drug. If you suspect that anything severe is happening - that's the time to get on and give it (adrenaline). And the great thing is, is that as well as being really safe, it's extremely effective. So even if it wasn't that bad a reaction, then you're still going to feel a lot better a lot quicker as a consequence of using it. Therefore, based on the current evidence, the benefit of using appropriate doses of intramuscular adrenaline far exceeds the risk in an allergic emergency.
  • Can schools hold stock adrenaline auto-injectors (AAIs)?
    Yes. As a result of the Human Medicines (Amendment) Regulations 2017 schools have been permitted to buy AAI devices without a prescription, for emergency use in children who are at risk of anaphylaxis but their own device is not available or not working (e.g. because it is broken, or out-of-date). For more information on this, click here.
  • Does it matter where AAIs are stored?
    Yes. Severe anaphylaxis is a time-critical situation: delays in administering adrenaline have been associated with fatal reactions. All AAI devices – including those prescribed to the pupil themselves, as well as any spare AAI(s) – must: - Be accessible at all times, in a safe and suitably central location e.g. school office or staffroom. - NOT be locked away in a cupboard or kept in an office where access is restricted. AAIs should not be located more than 5 minutes away from where they may be needed. This is especially important to consider in larger schools, e.g. how far is the central dining area, to the playground? Spare AAI devices in the emergency kit should be kept separate from any AAIs prescribed to pupils and clearly labelled as such. In general, AAIs should be kept at room temperature (in line with manufacturer’s guidelines), away from direct sunlight and extremes of temperature. They should not be stored in a refrigerator. For more info on guidance on the use of adrenaline auto-injectors in schools, click here.
  • Should all staff receive allergy training?
    Yes. The Department of Health has stated that it is reasonable for ALL staff to: - Be trained to recognise the signs and symptoms of an allergic reaction (understanding the rapidity with which anaphylaxis can progress to a life-threatening reaction, and that anaphylaxis may occur with or without prior mild symptoms such as skin rash); - Be aware of how to access the AAI and appreciate the need to administer adrenaline without delay as soon as anaphylaxis occurs (before the patient might reach a state of collapse, after which it may be too late for the adrenaline to be effective); - Be aware of the anaphylaxis policy and allergy register; For more information on this (directly from the MHRA guidance), please click here.
  • Do I need parental consent to administer adrenaline?
    Yes & No. It is up to individual organisation to decide when it is best to obtain consent for use of an AAI. The most appropriate time is probably when an individual healthcare plan is agreed. Consent should be updated annually or when there are any changes to the treatment plan. Like adults, young people (aged 16 or 17) are presumed to have sufficient capacity to decide on their own medical treatment, unless there's significant evidence to suggest otherwise. Children under the age of 16 can consent to their own treatment if they're believed to have enough intelligence, competence and understanding to appreciate what's involved in their treatment fully. Otherwise, someone with parental responsibility can consent for them. If a pupil is experiencing anaphylaxis but does not have the required authorisation/consent for a spare adrenaline pen to be used (perhaps they weren’t even previously aware they had an allergy), a trained staff member who believes it to be a life-threatening scenario can act accordingly and use a spare adrenaline pen if available (Always call 999 in an emergency).
  • Do schools need to keep a list of student allergies?
    Yes. Schools have a legal duty to make arrangements for pupils with medical conditions (including those with food allergies) under the Children and Families Act 2014. This requirement is supported by the statutory guidance Supporting pupils at school with medical conditions (linked here). All pupils with medical conditions – including food allergies – should have an Individual Healthcare Plan agreed between the parents and the school. This is particularly important where an adrenaline auto-injector (AAI) has been prescribed for use in emergencies. The Department of Health recommends that schools keep a register of pupils to whom the spare AAI(s) can be administered. Schools may find it helpful to keep this list in the Emergency Anaphylaxis kit, in which case it is vital to ensure the list is kept up-to-date. The school’s policy should include a procedure for allowing a quick check of the Allergy register as part of initiating the emergency response (this should NEVER delay treatment!). This does not need to be undertaken by the designated member of staff, but the register should be easily accessible. Alternatively, allowing pupils to keep their AAI(s) with them allows for confirmation of consent without the need to check the register.
  • Which organisations are eligible to purchase adrenaline pens?
    AAIs are a prescription-only medicine (POM). This means that people with a serious allergy will often have one or more AAIs prescribed to them by their medical professional and it is not possible for individuals to purchase AAIs without such a prescription. For example, they are not available ‘over the counter’ in a pharmacy. There are exemptions from the restrictions on the sale/supply of POMs, including AAIs, contained in Schedule 17 of the Human Medicines Regulations 2012. Specifically, allowing POMs to be sold or supplied to someone operating an occupational health scheme (OHS) in response to an order in writing signed by a doctor or a registered nurse, or sold or supplied to a school. As such, an Anaphylaxis Kitt service can only be purchased in the UK by registered schools and qualifying businesses with an occupational health scheme (OHS) available. This OHS could be an internal company OH physician/nurse, or a third-party provider you have available to the business (e.g. Health Assured). Although your OHS status should always be checked, unfortunately the limits of the legal exemption on supply of AAIs often means smaller independent businesses and groups such as scouts often do not qualify. We are unable to supply AAIs to anyone who cannot evidence OHS status and we have no discretion on this decision.
  • How do I setup an Occupational Health Scheme?
    Occupational Health schemes come in all shapes and sizes, and there are many different companies that can provide different services. Getting in touch with Health Assured to discuss OH for your business.
  • What are the liabilities of using an adrenaline pen?
    In England and Wales, there is no legal requirement on an individual/bystander to intervene in an emergency situation (sometimes called a ‘good Samaritan’ provision). This does not apply to those who have an express duty to do so through their employment such as medical professionals. If a bystander does intervene, the law does not encourage legal action against people who have attempted to assist in an emergency, whether through criminal or civil law. The HSE provides guidance on the legal risk of providing first aid care stating that “it is very unlikely that any action would be taken against a first-aider who was using the first-aid training they have received.” In civil law, for example where first aid given was alleged to be negligent, the risk is also limited. Courts have determined that once a decision to assist is made, the person giving aid must ensure that they act “reasonably” and not cause more harm than if the patient/person in difficulty had not been rescued. However, there is also specific legislation designed to make sure people are not deterred from providing help through the fear of potential legal liability. Specifically, the Social Action, Responsibility and Heroism Act 2015 states that when a court considers a negligence claim or breach of duty, it must consider whether the person was acting “for the benefit of society or any of its members” or whether a person “demonstrated a predominantly responsible approach towards protecting the safety or interests of others” or the person was “acting heroically by intervening in an emergency to assist an individual in danger”. As such, considering (1) the potential consequences of anaphylaxis; (2) the recognised need for urgent medical intervention; (3) the low risk of adrenaline; and (4) the legal protections available, the risk of legal liability to an individual who administers an AAI in a medical emergency (and especially when in accordance with Kitt Medical training and guidance) is low.
  • What is Blended Learning?
    A course that contains both an online e-learning element and sessions delivered face-to-face in a classroom.
  • Do the HSE allow Blended Learning for First Aid at Work training?
    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.
  • What are the advantages of this type of training?
    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.
  • Dental Teams CPD Medical Emergencies training moving forward 2020 ( Covid-19 )
    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
  • How long does the e-learning element take to complete?
    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.
  • How do I access the e-learning?
    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).
  • What are the I.T. requirements?
    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.
  • Must I complete the e-learning element before my classroom course?
    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.
  • Can I transfer to a different classroom training date?
    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.
  • Will I still receive an Ofqual regulated certificate?
    Yes. All our 'Blended' First Aid courses lead to Ofqual Regulated Qualifications (Level 3 RQF).
  • Who do I contact if I have any technical problems?
    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.
  • Guidelines for candidates and employers
    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).
  • First Aid at Work re-qualification courses
    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.
  • Late arrival or missed session:
    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
  • Cancellation Policy
    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.
  • Confirmation and preparation for a course
    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.
  • Replacement of certificate (Loss or damage)
    An administration charge of £20 + VAT is applicable for the issue of a replacement.
  • Cancellation by Sussex First Aid Courses
    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.
  • Training commitment to you
    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
  • Learner Agreement
    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.

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