MedOne Academy Policies
What's included?
Set of policies adopted by Medone Academy:
Customer Guarantee for MedOne Academy
Complaint Policy & Procedures
Disability Discrimination Policy
Data Protection Policy
Digital Health and Safety Policy
Equal Treatment Policy
At MedOne Academy, we are committed to providing exceptional learning experiences and ensuring your satisfaction. We believe in the quality and effectiveness of our online training programs, and we stand behind them with our customer guarantee. This guarantee is designed to give you peace of mind and confidence in choosing our services.
Our Guarantee To You:
Quality Instruction:
We guarantee that our online training programs have been authored and created by experienced educators who are experts in their respective fields. Each course is engaging, informative and educational and meets the highest professional standards.
Relevant and Up-to-Date Content:
We guarantee that the training content we provide will be current, relevant, and aligned with industry best practices. Our online courses are regularly reviewed and updated to reflect the latest advancements and trends in their respective fields.
Interactive Learning Environment: We guarantee that our digital learning experiences are informational, and interactive and promote active participation and engagement. Our online training portfolio is designed to encourage collaboration and colleague discussions, beyond the online courses, to enhance the learning experience.
Comprehensive Course Materials: We guarantee that all necessary course materials, including digital resources and assignments (where applicable), will be provided to support your learning journey. These materials are designed to supplement the online training courses and serve as valuable references beyond the course duration.
Money-Back Option:
In addition to our customer guarantee, we offer a money-back option to ensure your satisfaction and address any concerns you may have.
If, for any reason, you are not completely satisfied with our training program, you are eligible for a refund subject to the following conditions:
1-Request for Refund:
1-Request for Refund:
* For the live courses, consisting of more than one session the particpant can request a full refund within 24 hours of attending the first session.
* For recorded courses, some of the videos from the training are made available before the purchase therefore we don’t offer refund on recorded sessions if purchased.
2-Attendance and Participation: To qualify for a refund of the live courses, you must have attended the first session.
3- Refund Processing: we will process the refund within 14 days of the refund request. The refund will be issued using the original payment method used for the training program registration.
Summary:
At MedOne Academy, we value your trust and are committed to delivering exceptional online training experiences. Our customer guarantee and money-back option are a testament to our dedication to your satisfaction. We strive to continuously improve our programs and provide you with the knowledge and skills you need to succeed in your professional endeavours. Choose MedOne Academy with confidence, knowing that we are invested in your growth and learning journe
Monitoring :
MedOne Academy is committed to continuous improvement in service delivery.
MedOne Academy is committed to continuous improvement in service delivery.
Our Service Standards for Complaints are:
• We will make it easy and straightforward for you to make a complaint
• We will endeavour to respond to your complaint within the published timescales and keep
you informed
• We will ensure you have a full explanation of your complaint in your preferred format
• We will tell you if changes have been made to services following your complaint
• We will review our Complaints Policy at regular intervals.
Responsibilities
The Senior Management Team, and all those in managerial or supervisory roles, are responsible for developing and encouraging good customer care handling practices within their teams. Compliance with the Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.
Responsibilities
The Senior Management Team, and all those in managerial or supervisory roles, are responsible for developing and encouraging good customer care handling practices within their teams. Compliance with the Customer Complaints Policy is the responsibility of all members of the Company who deal with customers.
Communication
Our Customer Complaints Policy is available online on our website. Training will be provided for staff to ensure awareness is raised and that staff have a clear understanding of customer complaints and their responsibilities.
Our Customer Complaints Policy is available online on our website. Training will be provided for staff to ensure awareness is raised and that staff have a clear understanding of customer complaints and their responsibilities.
Equality & Diversity
Customers have a right to express dissatisfaction with the services they receive from MedOne Academy. Customers using this policy can expect to be treated fairly and without discrimination.
Customers have a right to express dissatisfaction with the services they receive from MedOne Academy. Customers using this policy can expect to be treated fairly and without discrimination.
Procedure
If you are unhappy with the service provided by MedOne Academy - whether it is the learning experience, assessment, the support you are receiving or about staff or the organisation itself - we promise to take your complaint seriously and treat it as confidential. We also aim to resolve your complaint as speedily as possible.
We are always pleased to receive both compliments and complaints because they help us improve the service we provide, both for you and other learners.
We're also interested in your ideas for improving our services. We use the information you give only to improve things. Passing on personal information about you is protected by our Data Protection Policy.
If you want to complain, here's what to do:
If you want to complain, here's what to do:
You should make your complaint within 3 months of the event or problem occurring. At any stage, you can register a formal complaint by email, or through our website feedback form.
Provide as much information as you can, including times, dates, places and names.
Contact Details:
MedOne Academy
feedback@medone.academy
8 The Green STE B Dover, DE 19901, USA
Response:
You will get a first response within one week of receipt of your complaint and a further response within two weeks.
If you are not satisfied with the outcome of your complaint, you can appeal the outcome.
- This document is a policy which outlines MedOne Academy’s approach to ensuring the Disability Discrimination of our learners, trainers and staff during the delivery of the learning programmes.
This policy is to assist in setting out MedOne Academy’s commitment to Disability Discrimination while delivering training services to the delegates and to other third parties who have contact with our business.
This document shall provide:
This document shall provide:
- a statement on the general policy of Disability Discrimination of the business and what we hope to achieve through its implementation
- the responsibilities of relevant persons for specific actions to ensure compliance with Disability Discrimination regulations, and
- what arrangements shall be made by the business in practical terms to ensure compliance and implementation of the policy.
MedOne Academy shall carry out risk assessments and other practices required of us by the Disability Discrimination Executive.
The Disability Discrimination Policy document shall be completed with all the relevant information. There is no legal requirement for it to be signed, however, it shall be useful to do so to illustrate our endorsement of the policy document. It shall be the duty of MedOne Academy management to ensure that all aims, responsibilities and arrangements contained within the Disability Discrimination Document are carried out.
This policy shall also be made accessible so that it can be accessed at any time by our employees, delegates and third-party people who have contact with our business. This policy shall be provided to our staff alongside their Contract of Employment.
Our delegates shall be taken through Disability Discrimination issues at the beginning of each training session during introductions.
MedOne Academy shall review its policy at least annually. Where the policy is revised or altered, these revisions and alterations shall be communicated effectively to employees at the earliest opportunity.
Centre for Environment and Development’s Disability Discrimination Policy
Centre for Environment and Development International (MedOne Academy) considers the Disability Discrimination of all employees, trainees, and customers to be of primary importance to the well-being of the business, and it is our continuing aim to make our company a safe and healthy place in which to work and be trained.
To achieve this, we at MedOne Academy commit to an active Disability Discrimination policy designed to achieve:
· A safe and healthy environment for all employees and trainees.
· The prevention of accidents involving personal injury and occupational-related diseases.
· The prevention of incidents causing plant damage, dangerous occurrences etc.
· The facilitation and implementation of statutory and other requirements to achieve good practices recognised by the industry.
· Reducing Hazards and Risks
· The control of learners, trainers and visitors in our training facilities and offices.
As Director of MedOne Academy, it is my duty to ensure that staff, Board Members, and I take ownership of Disability Discrimination matters and that the company provides safe systems of work, training and a clean and healthy working environment within our sphere of business.
MedOne Academy shall set annual objectives and targets against which the company’s performance shall be monitored and evaluated. This shall be done in accordance with our commitment to preventing injury and ill health to employees, learners, trainers and others affected by our day-to-day operations.
MedOne Academy commits to striving for continual improvement of the Disability Discrimination Management System.
We will provide effective facilities for consultation between management and employee representatives. All employees and trainees can address safety problems and health-related matters with the Programmes Director for company matters.
MedOne Academy recognises the need to conduct the business in a manner that is in line with current legislation and codes of practice. We will ensure that appropriate arrangements are in place to comply with all legislative duties and any other requirements.
Equally, it is the duty of each employee to assist the organisation in the attainment of its Health and Safety objectives.
MedOne Academy expects employees to take reasonable care of their own health, safety, and welfare and that of others who may be affected by their actions.
To ensure commitment to this Policy, all employees shall sign a declaration to confirm they have received a copy of, have access to updates, and have read & understood the policy.
MedOne Academy’s current Disability Discrimination objectives are:
· Maintain ISO45001 Accreditation
· Regular review of resources to be used during training service delivery, Board meetings and other activities within our premises and training venues
· Maintain Covid Security
· Refresh Staff Induction training during an all-staff meeting
· Have a First Aid Kit that is fully equipped all the time
· Ensure all firefighting equipment is accessible
· Ensure staff, trainers and learners are aware of the location of Fire Assembly Points
· Ensure that staff have knowledge of Control of Substances Hazardous to Health (COSHH).
We will promote this policy by:
· Discussing this Policy with all staff, learners, and trainers during the induction process.
· Ensuring it is readily accessible via our website
· Displaying the Policy on common room notice boards.
· Communicating all changes/ updates to the policy via email
Relevant law
Relevant law
- Disability Discrimination at Work etc Act 1974
- Management of Disability Discrimination at Work Regulations 1999 (SI 1999/3242)
- Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 2013 (SI 2013/1471)
- The Safety Representatives and Safety Committees Regulations 1977 (SI 1977/500)
- The Disability Discrimination (Consultation with Employees) Regulations 1996 (SI 1996/1513)
- Disability Discrimination (First-Aid) Regulations 1981 (SI 1981/917)
- Control of Substances Hazardous to Health Regulations 2002 (SI 2002/2677)
- Personal Protective Equipment at Work Regulations 1992 (SI 1992/2966)
- The Manual Handling Operations Regulations 1992 (SI 1992/2793)
- Disability Discrimination (Display Screen Equipment) Regulations 1992 (SI 1992/2792)
- The Reform (Fire Safety) Order 2005
Prepared and signed by: Baraa Eyad Khalil (Qreida Abu Eisheh) (General Manager – MedOne Academy)
1.Company and Directors' Commitments to Digital Health & Safety Concerns
The company and the directors as a whole acknowledge the collective responsibility held by them to ensure all possible Health and Safety precautions are taken to ensure the safety of all staff and customers whilst undertaking online recorded courses, livestream sessions or webinars.
Each of our Directors is also aware of his/her individual responsibilities when considering Digital Health and Safety Issues and making decisions about any aspects of the business for which they are solely responsible.
2.Responsibility for Digital Health and Safety Policy for Managerial Positions
It is important that all those in management positions clearly understand that the responsibility for implementing the company’s agreed policy regarding Digital Health and Safety lies with them, starting at the level of supervisor. All managers of any level need to take into account Digital Health & Safety issues as a core part of any management role.
If any problems regarding policy implementation are made aware to management relating to the Digital Health & Safety and the way it pertains to the protection of staff, customers, visitors or any other third parties must bring the problem to the attention of his/her direct manager, if he/she is unable to deal with the matter personally.
3.Digital Health and Safety Policy Employees Roles and Responsibilities
All employees will receive and are entitled to receive adequate training and information to ensure that they are able to undertake their tasks while adhering to the company's Digital Health & Safety policy without causing any unacceptable risks to themselves or others.
All employees regardless of position have both legal and personal responsibility for assessments or general safety advice issued by the Safety and Environmental Services Department. If in doubt the advice of a manager should be sought.
Involvement by all employees in Digital Health and Safety issues is actively encouraged.
Any and all employees who fail to follow correct procedures as outlined in the company's policies and place the Digital Health and Safety of a colleague, visitors or others at risk may be subject to company disciplinary procedure or even dismissal in extreme cases.
Using Display Screen Equipment (DSE)
When using DSE it is important to consider the following:
Breaks and Wellbeing
Breaks and Wellbeing
- It is important to take regular breaks and maintain positive wellbeing.
- take a break (5 minutes) every hour e.g. make a hot drink or walk around the room.
- do simple workstation exercises
- keep hydrated and drink water
- enjoy healthy snacks and avoid sugary or fatty foods
Posture
It is important to also keep the correct posture.
4.Safety Policy, Advice and Safety Law
Under the Health and Safety at Work Act 1974, it is a legal requirement to devise a Health and Safety policy to provide adequate information, training, and support to ensure that all policies are followed or adapted when circumstances dictate it is necessary to do so.
The Digital Health & Safety policy is therefore, a measure issued upon which the company must take action or, from past experience, which to take action in the interest of maintaining high standards of Digital Health & Safety minimising the impact and costs of staff absence due to incidents, accidents and ill health, merchandise, property or equipment damage.
Staff that fail to follow company policy, internally published guidance or even verbal guidance from a superior could find themselves in breach of Safety Law, if an accident then results either directly or indirectly from their activities, and can be personally prosecuted by enforcement agency officials e.g. Environmental Health Officers at Work Act 1994.
We encourage all staff and learners to be proactive on Digital Health & Safety issues and bring any perceived problems to the attention of management in a prompt manner. If the problem persists, they may seek additional advice from the Company Directors.
1.Policy
MedOne Academy aims to recruit and develop talent from the widest talent pool and create an environment which is sensitive to, and maximises, individual differences, where everyone has a fair chance to succeed.
MedOne Academy is committed to being a fair and inclusive employer and training organisation. To achieve this we have policies and procedures to ensure that our employees understand and carry out what is expected of them.
MedOne Academy shall at all times strive to promote best practices.
This policy applies to all of MedOne Academy ’s employees and colleagues, whether permanent, temporary, casual, part-time or on fixed-term contracts, to job applicants and to individuals such as agency staff and consultants who work at MedOne Academy (collectively “colleagues”).
In addition, this policy applies to all of MedOne Academy ’s clients, and individual learners undertaking our online course portfolio. We are committed to ensuring that all our individual learners have an equal, supportive and psychologically safe environment in which to achieve successful learning.
MedOne Academy recognises that all colleagues have a right to work in an environment in which the dignity of all is respected and which is free from harassment and bullying. It is committed to preventing and eliminating intimidation in any form.
In order to promote and maintain equality of opportunity and to eliminate discrimination, MedOne Academy ensures that:
- All potential and current employees, colleagues, customers, partners and stakeholders are treated fairly and with respect.
- All individual colleagues, and learners, have the right to work and learn in an environment free from discrimination.
- Harassment, victimisation and bullying or any other form of unwanted behaviour will not be tolerated.
- No one is disadvantaged by conditions, requirements or practices which cannot be shown to be justifiable.
- All decisions relating to recruitment, selection, development and promotion are made according to an individual’s ability and based on merit.
- All employees have an equal chance to contribute and achieve their potential.
- Information and training will be provided as necessary to colleagues to make sure that:
- Discrimination, harassment, victimisation and bullying are avoided, and the provisions of this policy are fully complied with.
- Support is provided to those employees who have specific responsibility for ensuring compliance with this policy and who may be involved in dealing with any complaints that arise.
This policy aims to ensure that if inappropriate and unacceptable behaviour does occur, it will be dealt with in a serious, sensitive and confidential manner so that the matter can be resolved as quickly as possible for all concerned.
2.Harassment and Bullying
a.Harassment
Harassment is a form of discrimination that can be defined as conduct that is unreasonable, unwelcome, and offensive or that creates an intimidating, hostile or humiliating working environment. Whether the action was intended to cause offence or not, if the colleague subjected to the behaviour finds it unacceptable and he or she feels damaged or harmed by it, this potentially constitutes harassment.
Bullying
Bullying means persistent or repeated unwarranted criticism, threats, abusive or insulting words, behaviour or written signs, either in public or private, which humiliate and affect the dignity of the individual. Bullying is identified by its effect on the colleague.
The following are examples of bullying:
The following are examples of bullying:
- Verbal abuse
- Excluding or isolating individuals
- Psychological harassment
- Assigning individuals meaningless tasks unrelated to their job
- Giving individuals impossible assignments
- Deliberately withholding information that is vital for effective work performance.
This list is not exhaustive.
3.Disciplinary Measures
Disciplinary action, up to and including dismissal, will be taken when an employee is found to have committed an act of unlawful discrimination, harassment or bullying.
Termination of Employment
MedOne Academy will monitor redundancy criteria and procedures to ensure that they are fair and objective and do not directly or indirectly discriminate. MedOne Academy is committed to monitoring the application of equal opportunities. Procedures will be regularly reviewed, and where necessary, they will be amended to ensure that everyone is treated fairly.
Responsibilities of Managers
It is the responsibility of managers to ensure that no unlawful discrimination or unacceptablebehaviour takes place and to lead by example. Every manager has an obligation to prevent harassment/bullying and to take immediate action if such is identified.
Allegations of discrimination, harassment or bullying received either informally or formally through the Grievance Procedure must be dealt with promptly and sensitively. It may not always be appropriate for a line manager to be involved with a specific complaint. For example, if the complainant is male and wishes to speak to a male, but the manager is female or if the complaint relates to the conduct of the line manager. In such instances, the matter should be referred to the HR Department.
Responsibilities of all Colleagues
Promoting inclusion and eliminating any form of discrimination depends on the personal commitment of all colleagues, who must accept their personal responsibility in the implementation of this policy. Deliberate failure to observe the requirements of this policy will (where applicable) be subject to disciplinary action through MedOne Academy ’s disciplinary procedure.
Handling Complaints of Discrimination/Harassment/Bullying
Managers will support any employee who complains about harassment, bullying or discrimination at work and will make sure that a full investigation takes place.
If an employee is harassed, bullied or suffers discrimination at work, they may want the matter to be dealt with informally at first. If the situation cannot be resolved informally, then the complainant has the right to pursue his or her complaint formally via MedOne Academy 's Grievance Procedure.
The Manager or HR Manager will discuss the matter with the complainant and agree on a course of action. The alleged harasser also will be given the opportunity to state their version of events to the manager.
The complainant must be assured that he/she will not be discriminated against or victimised for raising a complaint in good faith. False allegations of a breach of this policy may, however, be considered a disciplinary offence. Where possible, confidentiality will be observed. However, there may be occasions when MedOne Academy cannot guarantee confidentiality and/or where allegations are sufficiently serious that MedOne Academy must investigate them and cannot (possibly due to the nature of the allegations) guarantee confidentiality. If you have any concerns about this, you should contact the HR Department.
Communication
MedOne Academy is committed to ensuring that this policy is effective and that all colleagues are informed of this policy. MedOne Academy reserves the right to change or amend this policy from time to time.