Healthwise Training is a specialist training provider of mandatory, fully accredited and bespoke healthcare training courses.
Specialising in the delivery of Social Care, Child care and Public Health courses, all courses are delivered by professional Trainers in an interactive classroom setting.
Healthwise are passionate about improving services within the Healthcare sector and aim to do so by providing an extensive catalogue of courses to meet the needs of your organisation.
Healthwise Training & Consultancy LTD is a Highfield registered centre.
Healthwise Policies and Procedures
Candidates Appeals Procedure
It is the aim of Healthwise Training and Consultancy to assess candidates through a fair and consistent method. If a Candidate disagrees with a decision made by the organisation, then they may appeal against the decision through the Candidates Appeals Procedure.
Candidates who wish to appeal a decision made by the organisation must do so within 14 days of receiving the disputed assessment decision.
The appeals procedure consists of three stages;
Stage 1 – Enquiry
Stage 2- Appeal
Stage 3 – Independent Appeal Board
The Lead Trainer is responsible for ensuring that this procedure is published and accessible to all relevant parties.
At first the appeal should be made with immediate effect to the Assessor who made the original assessment decision. During stage 1 a verbal appeal is sufficient, however the candidate is advised to put the appeal in writing using the Healthwise Training and Consultancy Appeals Form 1 provided, and also attach any relevant paperwork. The Assessor is then required to record the appeal including the outcome of it and forward this to Healthwise Training and Consultancy for the Appeals Officer to retain within its appeals records.
If Candidates remain dissatisfied after stage 1, with the assessment decision, they may challenge the outcome. The candidate will then be required to appeal in writing to the Lead Trainer at Healthwise Training and Consultancy, within 14 working days of receiving the outcome of Stage 1. This can be done using the Healthwise Training and Consultancy Candidate Appeals Form 2. The candidate will then receive acknowledgment of receipt of the appeal in writing from the Appeals Officer outlining the action taken on their behalf, within 14 working days. The Appeals Officer will then investigate with the assistance of another qualified assessor, and will then write to the Candidate within 14 working days with the outcome of the appeal. The outcome of the appeal will be to either;
- Uphold the original decision
- Offer the candidate an opportunity to re-sit (free of charge)
- Override the original decision
The original Assessor will be informed of the decision and also the associated Assessor who assisted in Stage 2 of the appeal.
All stage 2 appeals should be sent to:
Healthwise Training and Consultancy Ltd
33 Lichfield Road
Copies of records of appeals are retained with the assessment and appeals records.
Healthwise Training and Consultancy Ltd will retain records of appeals for a minimum period of 5 years.
If after completing stage 1 and 2 of the appeals procedure, the Candidate is still dissatisfied, they have the right to make an appeal to the awarding body within 20 working days of the decision being communicated to them by the recognised centre. This is the final stage of the appeals procedure. The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their appeals policy can be located on their website: www.highfieldabc.com. Alternatively the candidate can speak to the HABC team on 0845 2260350.
Should the candidate address their complaint to HABC and remain unhappy with the outcome they may then raise the complaint to the relevant qualification regulator. Either a representative of Healthwise Training and Consultancy Ltd or HABC will be able to offer the candidate guidance on the appropriate qualification regulator in each instance and provide contact details.
Healthwise Training & Consultancy Ltd is committed to provide a quality service and to achieve the highest standards of conduct. One of the ways in which service can be improved is by listening and responding to the views of our clients. Therefore it is important to make
- Making a complaint is as easy and stress free
- Complainants are treated with respect and courtesy
- A complaint is treated as a clear expression of dissatisfaction with our service which calls for an immediate response
- All complaints are treated seriously
- Complaints are dealt with promptly, politely and efficiently
- Complainants receive a timely and appropriate response
- Complaints are learnt from and used to improve services.
- Action is taken if necessary
How do you make a complaint?
You can make a complaint in verbally, in writing or electronically (email) If you are writing or emailing your complaint, please make sure you provide contact details. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address. If you would like us to contact you via telephone please ensure that a number is provided along with best times of contact.
What happens once the complaint is received?
We will take your complaint seriously and deal with it promptly. Your complaint will be acknowledged within 3 working days of receipt. You will receive a reply within 10 working days from when your complaint is received. If it is not possible to give you a full reply within this time (for instance, because a detailed investigation is required) we will give you an interim response, telling you what is being done to deal with your complaint, and when you can expect a full reply. The full reply will include the outcome and decision of the complaint, what action will be taken if necessary, and also will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the one of the directors of Healthwise Training and Consultancy Ltd.
Your complaint should be sent to: –
Healthwise Training & Consultancy Ltd
33 Lichfield Road
Telephone: 07595 470832
Final route of escalation
Learners can escalate their complaint to the Awarding Organisation should they remain dissatisfied. This will be the final route of escalation within our company. Therefore, if you remain unhappy after following our own internal complaints procedure then please contact the Awarding Organisation directly. The Awarding Organisation is Highfield Awarding Body for Compliance (HABC) and their complaints policy can be located on their website: www.highfieldabc.com. Alternatively please speak to the HABC team on 0845 2260 350.
Should you address your complaint to HABC and remain unhappy with the outcome you may then raise your complaint to the relevant qualification regulator. Either a representative of Healthwise Training and Consultancy Ltd or HABC will be able to offer you guidance on the appropriate qualification regulator in each instance and provide contact details.
Equality and Diversity
Healthwise Training & Consultancy Ltd is fully committed to the elimination of unlawful and unfair discrimination (to employees, learners and members of the public) and to providing equal opportunities in employment. We will value the differences that a diverse workforce brings to an organisation.
In accordance with the Equality Act 2010, HWT Ltd will not discriminate on the grounds of;
- gender reassignment
- marriage and civil partnership
- pregnancy and maternity/paternity
- religion or belief
- sexual orientation
Or any other irrelevant factor and will build a culture that values, openness, fairness and transparency.
The policy is applicable to all employees, learners, clients, communities, suppliers and contractors, whether permanent or temporary. It applies to all processes relating to employment and training and to any dealings with customers and clients. Decisions relating to customers and communities will be based on business-related criteria only and any irrelevant information will not form part of the process.
This policy is intended to assist us to put this commitment into practice. Compliance with this policy should also ensure that employees do not commit unlawful acts of discrimination.
Striving to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect is an important aspect of ensuring equal opportunities in employment.
It is unlawful to discriminate directly or indirectly in recruitment or employment on grounds of sex, gender reassignment, pregnancy, colour, race, nationality, ethnic or national origins, sexual orientation or religion or belief, or because someone is married or is a civil partner. It is unlawful to treat someone less favourably on grounds of disability than others, without that disability, are or would be treated, unless the less favourable treatment can be justified, or to fail to make reasonable adjustments to overcome barriers to employment caused by disability. It is unlawful to discriminate unjustifiably on grounds of age in relation to employment. Discrimination after employment may be unlawful (e.g. in refusing to give a reference or in the form of reference given).
It is unlawful to discriminate directly or indirectly in the provision of products or services to customers on grounds of sex (which may include gender reassignment), pregnancy, religion or belief, sexual orientation, colour, race, nationality, or ethnic or national origins. It is unlawful to discriminate, without justification, on grounds of disability or to fail to make reasonable adjustments to overcome barriers to using services caused by disability.
The duty to make reasonable adjustments includes the removal, adaptation or alteration of physical features, if the physical features make it impossible or unreasonably difficult for disabled people to make use of services.
Health and Safety policy
Healthwise Training & Consultancy Ltd will conduct affairs in a manner whereby statutory, good practice health and safety requirements are met and maintained to the highest standard. It is recognised that Healthwise Training & Consultancy Ltd has a duty under the requirements of the Health and Safety at Work Etc. Act 1974, the Management of Health and Safety at Work Regulations 1992 and other associated legislation, to protect the health and safety of their staff, learners, members of the public and to provide appropriate provisions for their welfare whilst at work. Under the same legislation Healthwise has a responsibility not to expose to health and safety risks any other persons who may be affected by its activities.
To achieve this we will:
- Make the necessary arrangements to ensure that hazards are identified and risks to health, safety and welfare are assessed and either eliminated or adequately controlled
- Ensure the health, safety and welfare of all employees, learners and members of the public, so far as is reasonably practicable, whilst providing a working environment that is favourable to the nature of our business
- Promote a positive health and safety culture
- Provide and maintain a working environment that is safe and without risks to health, with adequate arrangements for the welfare of all employees, learners and members of the public.
- Ensure adequate welfare facilities are available at the locations
- Regularly consult with staff/learners on health and safety matters>
- Establish appropriate procedures for action in the event of injury, the reporting of accidents, dangerous occurrences and personal incidents
- Detail and document health and safety standards, organisational arrangements, procedures and guidance to assist with the implementation of this policy, and bring these to the attention of all employees and learners.
- Ensure our employees are aware of their obligations to take care of their own health and safety and the health and safety of others affected by their acts or omissions
- Monitor and audit health and safety performance using both re-active and pro-active means to establish trends and ensure issues are dealt with
- Review and revise this policy and its safety management systems annually to ensure that current standards are maintained in line with legislation and industry standards
- Enable employees, learners and the public to raise issues of health, safety and welfare in consultation with the management of Healthwise Training & Consultancy Ltd
Internal Verification Policy
Healthwise Training & Consultancy Ltd recognises that verification is a crucial element of quality assurance. This process consists of assessment practices and decisions are regularly sampled and evaluated to ensure consistency, fairness, national standards are met and maintaining public confidence in every qualification awarded.
Internal Verification involves three important processes: –
- Co-ordination of the assessment process
- Sampling of assessed work
- Standardisation of assessment practice
The IV will verify consistent application of the course delivery and assessment process to ensure that assessment decisions are fair, valid, robust and reliable.
How does this work?
- The tutor/trainer will assess the learners work and record their assessment decisions
- There will be a standardisation meeting at the beginning of the year to ensure all trainers are clear and up to date with assessment requirements.
- The verifier will check assessed work to ensure that all of the criteria are being met.
- All tutors/trainers will be provided with assessment guidance, requirements and a copy of IV paperwork
- Assessment is appropriate, consistent, fair and transparent and does not unintentionally discriminate against any learner
- Tutors/assessors will receive ongoing advice and support
- Learners clearly understand assessment requirements and are given opportunities to achieve against the assessment criteria
- The sampling process will comply with all OCN Internal Verification benchmark
Malpractice and Maladministration Policy
This policy is aimed at all Healthwise Training and Consultancy learners who are involved in suspected or actual malpractice/maladministration. The policy is also in place for all employees to ensure that they deal with all malpractice and maladministration investigations in a consistent manner
Healthwise Training and Consultancy will ensure that all staff involved in the management, assessment and quality assurance of all qualifications, and learners, are fully aware of the contents of the policy and have processes in place to prevent and investigate instances of malpractice and maladministration.
Malpractice is deemed as any activity or practice which deliberately contravenes regulations and compromises the integrity of the internal or external assessment process and/or the validity of certificates.
It covers any deliberate actions, neglect, default or other practice that compromises, or could compromise:
- the assessment process;
- the integrity of a regulated qualification;
- the validity of a result or certificate;
- the reputation and credibility Healthwise Training and Consultancy Ltd and associated awarding bodies
- the qualification or the wider qualifications community.
Malpractice may include failure to maintain appropriate records or systems, to the deliberate falsification of records in order to claim certificates.
For the purpose of this policy this term also covers misconduct and forms of unnecessary discrimination or bias towards certain or groups of learners.
Maladministration is any activity or practice which results in non-compliance with administrative regulations and requirements and includes the application of persistent mistakes or poor administration.
Examples of maladministration
- Persistent failure to adhere to certification procedures.
- Persistent failure to adhere to centre recognition and/or qualification requirements
- Unreasonable delays in responding to requests and/or communications from awarding bodies
- Inaccurate claim for certificates
- Failure to maintain appropriate auditable records, e.g. certification claims and/or forgery of evidence
Process for making an allegation of malpractice or maladministration
Anybody who identifies or is made aware of suspected or actual cases of malpractice or maladministration at any time must immediately notify the Lead Trainer, and put the report in writing to;
Healthwise Training & Consultancy Ltd
33 Lichfield Road
Allegations must include appropriate supporting evidence:
- Learner’s name
- Employee name and job role
- Details of the course/qualification affected or nature of the service affected
- Nature of the suspected or actual malpractice and associated dates
The Lead Trainer will then conduct an investigation to ensure that staff involved in the initial investigation, are competent and have no personal interest in the outcome of the investigation.
In all cases of suspected malpractice and maladministration reported we’ll protect the identity of the ‘informant’ in accordance with our duty of confidentiality and/or any other legal duty.
Confidentiality and whistle blowing
If the person making the allegation of malpractice or maladministration wishes to remain anonymous, due to concerns about possible adverse consequences, they may request that the Lead Trainer does not divulge their identity.
All suspected cases of maladministration and malpractice will be examined promptly by Healthwise Training and Consultancy Ltd to establish if malpractice or maladministration has occurred and will take all reasonable steps to prevent any adverse effect from the occurrence.
Healthwise Training and Consultancy Ltd will acknowledge receipt, as appropriate, to external parties within 48 hours.
The Lead Trainer will be responsible for ensuring the investigation is carried out in a prompt and effective manner and in accordance with the procedures in this policy and will allocate a relevant member of staff to lead the investigation and establish whether or not the malpractice or maladministration has occurred, and review any supporting evidence received.
Notifying relevant parties
Where applicable, the Lead Trainer will directly inform the Awarding Organisation if it is believed that there has been an incident of malpractice or maladministration which could either invalidate the award of a qualification or could affect the awarding organisation. The Awarding Organisation is Highfield Awarding Body for Compliance (HABC)
Where the allegation may affect another awarding organisation and their provision we will also inform them in accordance with the regulatory requirements and obligations imposed by the regulator, which is HABC.
Quality Assurance Policy
This quality assurance policy outlines the commitment of Healthwise Training and Consultancy in ensuring that ongoing quality improvement is an integral part of the organisation. Healthwise Training and Consultancy will aim for continuous improvement in the quality of all aspects of its work as part of its determination to assist learners to achieve the highest possible standards. The aim of Healthwise Training and Consultancy is to be the preferred supplier for high quality education and training within its community. The purpose of internal quality assurance is to ensure that the delivery of training and the methods of assessment are monitored in order to meet national standards.
The purpose of the Quality Assurance Policy is to ensure such continuous improvement through a process of self evaluation and action planning.
- The Quality Assurance Policy and associated procedures will involve all employees and collaborative partners.
- The management of the process will be through the existing organisational structure.
- Line managers will initiate procedures within their teams and collate and agree self-assessment reports and action plans
- The quality assurance procedures will be established through a process of regular self-evaluation by and observations of teams in different departments and individual employees who deliver training courses and consultancy services, internal & external audits and through employer and client feedback.
- The quality procedures will seek the views and perceptions of learners and other stake holders for whom the services of Healthwise Training and Consultancy exist. Wherever appropriate, the Quality Assurance Policy will promote the identification of quality standards and performance indicators against which performance can be measured, evaluated and improved, to ensure consistency and compliance with the Framework for Excellence
Responsibilities for implementation
- All employees (managers, tutors, trainers, assessors and support staff) are responsible for the implementation of this Quality Assurance Policy
- It is the Lead Trainers responsibility to ensure that there is an annual review of the policy
- It is the responsibility of all to engage positively in the annual review of the policy and ensure its implementation
- To encourage continuous improvement in the quality of all training and learning programmes, thereby making learning an enjoyable activity and through this, increasing learner retention and the achievement of individual learning objectives.
- To develop a sustainable and diverse range of accredited and non-accredited training programmes, which provide opportunities for progression and which provide learners with skills and experiences and wherever appropriate qualifications suited to their learning aims
- To ensure thorough, standardised and consistent assessment procedures, which meet the standards of external validating agencies and awarding bodies for compliance
- To provide information which supports strategic planning for the business development of the organisation.
- To establish standards and monitoring processes for providing a supportive and accessible range of learning services to all learners
Healthwise Training and Consultancy will:
- Ensure quality control and make improvements to the service, by trainers and other employees meeting regularly for the review of services provided by the organisation, including the evaluation of client and learner opinions and achievements.
- Ensure statistical analysis is executed against agreed criteria, which will then be used to set performance indicators.
- Ensure that training programmes, teaching methods and other services being provided, will be reviewed via the analysis of learner, employer and stakeholder views and opinions, obtained through the use of evaluation questionnaires, surveys, focus groups and review meetings.
The outcome of these processes will provide information:
- To inform the process of internal and external assessment
- To action plan for improvement of training services
- To inform all learners of the organisations quality standards.
- To highlight issues that need consideration by Healthwise Training and Consultancy.
- That supports the Healthwise Training programme and strategic planning cycle
- That supports Healthwise Training’s commitment to compliance to an exemplary standard
Feedback on actions resulting from the review process will be communicated to Healthwise Training employees through individual and team meetings.