First Response Training operates within a robust Quality Framework, underpinned by a formally documented Quality Assurance Policy. This framework drives our commitment to continuous improvement, client satisfaction, and excellence in service delivery across all areas of our business.

• Monthly performance monitoring through key quality KPIs across Operations, Client Services, Curriculum, Marketing, and Finance.
• KPI reporting is escalated to our Strategic Board on a quarterly basis.
• Interdepartmental meetings regularly review feedback, success rates, incidents, and cancellations to drive improvement.

• Our Curriculum Team includes a Curriculum Manager, Lead Trainers, and external Curriculum Specialists appointed by our external accrediting and quality assurance body, Advantage Accreditation.
• Courses are formally mapped, audited, and version-controlled in line with current standards, legislation, and best practices.
• Updates are recorded, checked, and verified by the Curriculum Manager and Lead Trainers to ensure accuracy and compliance.

• All trainers are recruited and assigned using our Skills Matrix and Competency Matrix.
• A fail-safe ‘tick’ system in our trainer diary ensures only approved trainers can be scheduled for specific courses.
• Trainers undergo a full induction with peer observations, followed by unannounced Internal Quality Assurance (IQA) visits during live course delivery.
• IQA visits take place a minimum of twice per annum for full-time trainers, within the first month with a six-month follow-up for new trainers, and once or twice per annum for sessional trainers (depending on the volume of delivery).
• IQA visits also take place when a trainer delivers a new subject, or immediately following a medium or high-risk complaint or incident.
• Ongoing CPD ensures currency of practice.

• We gather real-time feedback from learners and trainers to keep our courses effective and up to date.
• All learners are asked to complete simple, quick feedback forms electronically via our trainer app.
• The trainer also completes a course critique in which they can highlight any issues they encountered or any recommendations for amendments to the training content to better meet the needs of learners and attend to any developments or emerging practices in the industry.
• All feedback is reviewed and actioned monthly, contributing directly to curriculum and service improvements.

We are:

• An approved centre for Highfield Awarding Body for Compliance (HABC) and REHIS
• Licensed to deliver IOSH-accredited training from the world’s largest occupational health and safety body
• Members of the Association of Healthcare Trainers (AoHT) and the National Back Exchange

We work in partnership with our clients to set and report on tailored KPIs. This includes:

• Agreement and monitoring of bespoke performance indicators
• Data reporting in preferred formats (Excel, Word, PDF, CSV)
• Customised learner feedback to reflect client priorities
• Weekly, monthly, quarterly or annual performance summaries with infographics

All courses developed for and used within the contract will be developed by our Curriculum Team. The courses would be developed to meet the requirements of the client and would be regularly audited and reviewed against the relevant standards.

All trainers delivering contract-specific training are:

• Pre-approved and location-appropriate
• Suitably qualified and experienced
• Ticked specifically for contract delivery

Our Relationship Management team leads on all client contracts. They will:

• Oversee all service elements and contract performance
• Attend review meetings and support continuous improvement
• Ensure proactive communication and client engagement

We operate a robust Incident and Complaints Procedure, which includes:

• Logging and acknowledging all incidents on the day of receipt
• Assigning a lead investigator and providing a full written response within 2 working days
• SMART remedial action plans, agreed with the client, with follow-up and client debriefs
• Ongoing monitoring and root cause analysis to prevent recurrence

Quality is a standing item at every management meeting and a shared responsibility across the organisation. We continually invest in training, auditing, and innovation to ensure our services evolve with the needs of our clients and the industries we serve.