30 Sept 2026 · @Jonathan

1. Our commitment to quality

LAJ Academy – Training & Consultancy Services is committed to delivering learning that is relevant, well designed, expertly delivered and measurably effective. This statement sets out how we assure and continuously improve the quality of every programme we deliver, from standard off-the-shelf courses to bespoke training and consultancy.

Our approach is built on four principles:

• Relevance – every programme is aligned to clear learning outcomes and to the needs of the client organisation.

• Expertise – learning is delivered by qualified, experienced and vetted practitioners.

• Consistency – documented standards apply to every course, whether delivered face to face, online or blended.

• Evidence – we measure impact and use feedback to improve.

This statement applies to all training and consultancy delivered by LAJ Academy, including services provided to public sector bodies under the RM6219 Learning and Training Services DPS.

Our services include:

Standard off-the-shelf training

Coaching & Mentoring; Health and Safety; Leadership & Management; NHS Clinical; NHS Non-Clinical; NHS CPD; Wellbeing.

Bespoke training

Coaching & Mentoring; Health and Safety; Leadership & Management; NHS Clinical; NHS Non-Clinical; NHS CPD; Wellbeing – including bespoke medical and health professions education for doctors, nurses, allied health professionals, healthcare support workers and educators.

Education services

Skills for the unemployed; skills for the employed; skills for people in education; skills for young people; skills for people on low wages; specialist skills; pastoral and additional support services; community learning; transition support.

Regulated qualifications

City & Guilds Level 4 Diploma in Adult Care and Level 3 Diploma in Healthcare, delivered as an approved centre (see section 8).

All bespoke medical and health professions courses follow the design, delivery and evaluation standards in this statement, and content is aligned to relevant professional and regulatory standards and current clinical guidance.

Quality is managed through a plan–deliver–review–improve cycle that runs across every programme.

Director (Jonathan Ajah)

Overall accountability for quality; approves this statement and the annual quality review; signs off new programmes.

Programme leads

Course design, learning outcomes, materials review and trainer briefing.

Trainers and consultants

Delivery to agreed standards, learner assessment, collecting feedback and reporting issues.

Administration

Bookings, joining instructions, attendance records, certificates and data handling.

Quality is a standing item in internal reviews, and every client engagement has a named point of contact responsible for service quality.

Every programme is designed against clear, measurable learning outcomes before any content is written.

1. Needs analysis – for bespoke work, we agree the client's objectives, audience, prior knowledge and success measures through a scoping discussion or training needs analysis.

2. Learning outcomes – written in measurable terms ("by the end, learners will be able to…") and mapped to relevant professional or occupational standards.

3. Content and materials – developed using adult-learning principles, with practical activities, case studies and assessment built in. Materials are reviewed for accuracy, inclusive language and accessibility.

4. Internal review and sign-off – a second reviewer checks new or significantly revised programmes before delivery.

5. Pilot and refine – bespoke programmes can be piloted, with client feedback incorporated before full roll-out.

All course materials are version-controlled and reviewed at least annually, or sooner when legislation, guidance or best practice changes.

The quality of learning depends on the people delivering it, so every trainer is selected, vetted and developed against clear standards.

• Qualifications and experience – trainers hold a recognised teaching or training qualification (or equivalent experience) and relevant subject-matter qualifications and sector experience.

• Vetting – references, right-to-work checks and, where the audience or setting requires it, DBS checks.

• Induction – new trainers are briefed on LAJ Academy standards, this statement, safeguarding, equality and data protection.

• Observation – trainers are observed delivering at least once a year, with written feedback and agreed development actions.

• Continuing professional development – trainers keep subject knowledge current and maintain a CPD record.

All LAJ Academy courses listed as off-the-shelf are delivered by LAJ Academy trainers directly; we do not subcontract their delivery.

5. Delivery standards

The same standards apply whether training is delivered face to face, live online or blended.

• Before the course – clients receive a confirmed outline, learning outcomes, timings and joining instructions; learners' access needs are requested in advance.

• Face-to-face delivery – venues are checked for suitability, accessibility and health and safety; group sizes are agreed to support interaction.

• Live online delivery – delivered on established platforms (e.g. Microsoft Teams or Zoom), with interactive tools, tested links and a technical contact for learners.

• Assessment – learning is checked through activities, questioning, knowledge checks or practical tasks appropriate to the course.

• Records – attendance, assessment outcomes and certificates of completion are recorded and issued promptly.

Where a session cannot go ahead as planned, we notify the client as early as possible and agree a replacement date or trainer of equivalent standard.

We evaluate every programme using the Kirkpatrick model, so clients can see not just satisfaction but real learning and impact.

Level 1: Reaction

We measure learner satisfaction and relevance through an end-of-course evaluation form.

Level 2: Learning

We measure knowledge and skills gained through pre- and post-course knowledge checks, activities and assessment.

Level 3: Behaviour

We measure application in the workplace through a follow-up survey or manager check-in (on request).

Level 4: Results

We measure impact on the organisation against success measures agreed for bespoke programmes.

Feedback is reviewed after every course. Any score below our target, or any concern raised, triggers a review by the programme lead and agreed improvement actions. Clients can request a post-delivery report summarising attendance, evaluation results and recommendations.

An annual quality review brings together evaluation data, observations, complaints and client feedback, and sets improvement priorities for the year ahead.

• Equality, diversity and inclusion – we comply with the Equality Act 2010. Materials use inclusive language and examples, and we make reasonable adjustments for learners with disabilities or additional needs.

• Accessibility – materials are available in accessible formats on request, and online delivery supports captions and screen-reader-friendly resources.

• Safeguarding – we maintain a safeguarding policy and a designated safeguarding lead. Trainers working with children, young people or adults at risk are DBS checked and trained to recognise and report concerns.

• Health and safety – risk assessments are completed for face-to-face and practical sessions.

• Learner support – learners can contact the trainer or LAJ Academy before and after the course with questions about content or access.

Complaints and feedback. Clients and learners can raise concerns with their trainer or directly with LAJ Academy at [email address]. Complaints are acknowledged within 2 working days and a full response is given within 10 working days. Complaints are logged and reviewed as part of the annual quality review.

Data protection. LAJ Academy Limited is registered with the Information Commissioner's Office (registration reference ZC133128). We process personal data in line with UK GDPR and the Data Protection Act 2018. Learner records are held securely, accessed only by those who need them, and retained only for as long as necessary. Our IT systems are certified under the Government-backed Cyber Essentials scheme, covering the whole organisation.

Accreditation and certification. LAJ Academy's quality and information security arrangements are independently assured:

City & Guilds approved centre

Laj Academy Limited, centre number 075185, approved on 1 September 2026. Centre approval is subject to ongoing quality assurance monitoring by City & Guilds under its Centre Assessment – Quality Assurance Standards.

Level 4 Diploma in Adult Care (4222-34)

Approved to deliver from 1 September 2026. Awarded by City & Guilds, with external quality assurance by a City & Guilds External Quality Assurer (EQA).

Level 3 Diploma in Healthcare (4346-31)

Approved to deliver from 1 September 2026. Awarded by City & Guilds, with external quality assurance by a City & Guilds EQA.

Cyber Essentials

Whole-organisation certificate (profile v3.3), issued by certification body InfoSec Governance Ltd under the IASME scheme. Certified on 27 September 2026; recertification due 27 September 2027.

As a City & Guilds centre, our assessment for regulated qualifications is carried out only at approved sites by approved staff, and any staff or site changes are notified to City & Guilds. Internal quality assurance of assessment decisions is supplemented by external quality assurance from City & Guilds.

Review of this statement. This statement is reviewed annually by the Director, or sooner if our services or regulatory requirements change.

Signed

Jonathan Ajah, Director, LAJ Academy – Training & Consultancy Services

Date: 30 September 2026 · Next review: September 2027