This document forms part of the Brandso Group Policy Library. It has been prepared for ProCare Hub, a Brandso Group training service operated by Brandso Group Limited, company number 15970239, registered office Unit 6, 33 Hungerhill Road, Nottingham, England, NG3 4NB, ICO registration number ZC142984.
This document supports safe, fair, consistent and commercially controlled training delivery. It is not a substitute for independent legal, regulatory, awarding body, safeguarding, employment or clinical advice where a matter is complex, disputed or high risk.
Purpose
This policy sets ProCare Hub’s approach to maintaining and improving the quality, accuracy, safety and consistency of training content, delivery, assessment, learner support and certificates.
Scope
This document applies to ProCare Hub and any Brandso Group staff, trainers, contractors, learners, employer clients or approved partners involved in the relevant training activity. It should be read alongside the Brandso Group legal, data protection, customer service, finance, HR and safeguarding-related policy packs.
- Course design and review
- Trainer approval and observation
- Assessment quality and appeals
- Learner feedback and complaints
- Certificate quality, records and audits
- Employer client feedback and service improvement
Policy statement and operating principles
ProCare Hub must deliver training that is clear, honest, safe, accessible, commercially fair and appropriate to the learner audience. Training materials must not overstate qualifications, guarantees, legal effect, inspection outcomes, employment prospects or regulatory approval.
Courses must be reviewed regularly for accuracy, relevance and suitability.
Trainer performance must be monitored and supported.
Feedback and complaints must lead to learning and improvement.
Assessment and certificate processes must be sampled for integrity.
Quality assurance must be evidence-based and proportionate to risk.
Key risks and controls
Outdated content risk: legal, regulatory or practice guidance may change.
Delivery inconsistency risk: different trainers may present different standards.
Assessment risk: poor questions or weak marking may undermine certificates.
Client reliance risk: care providers may rely on training as compliance evidence.
Record risk: poor evidence affects audits, complaints and certificate verification.
Roles and responsibilities
- Role
- Responsibility
- Brandso Group Director
Approves the training governance framework, sets risk appetite and ensures ProCare Hub operates within Brandso Group standards.
ProCare Hub Service Lead
Owns course delivery, learner experience, trainer allocation, quality checks, complaints, certificates and escalation.
Trainer / Assessor
Delivers training competently, marks assessments fairly, keeps records and reports safeguarding, malpractice, quality or conduct concerns.
Administrator / Support Team
Manages bookings, learner access, attendance records, certificates, enquiries, invoices and data updates.
Learner / Employer Client
Provides accurate information, follows joining instructions, participates honestly, raises support needs early and complies with course rules.
Data Protection Lead
Advises on learner records, retention, privacy notices, data sharing, security and breach escalation.
Procedure
Course approval and review
Each course should have a course outline, intended audience, learning outcomes, delivery method, assessment approach if applicable and review date.
High-risk care topics should be reviewed following significant legal, regulatory, safeguarding or practice change.
Trainer approval
Trainers should be approved based on relevant experience, subject knowledge, delivery skills, safeguarding awareness and ability to follow ProCare Hub standards.
Quality monitoring
Use learner feedback, employer feedback, trainer self-review, complaints, attendance data, assessment results and certificate checks.
Observe or review trainer delivery periodically, especially for new trainers or high-risk courses.
Content changes
Course changes must be controlled through document version control. Trainers must be told which version to use. Outdated materials should be withdrawn from active use.
Improvement action
Quality issues should be logged, assigned to an owner, given a deadline and reviewed for completion. Serious issues should be escalated to Brandso Group leadership.
Required records and evidence
- Course outline and version history
- Trainer approval record
- Observation reports
- Feedback summaries
- Assessment sampling records
- Certificate audit
- Quality action plan
- Annual quality review
Monitoring, review and improvement
The Service Lead will complete periodic quality reviews and report key risks, actions, learner feedback and improvement priorities to Brandso Group management.
Approval and version control
Approved by Simeon Ologeh on 10/06/2026. Version 1.0. The controlled copy is held by Brandso Group Limited.