This full lesson covers C2 Customer Service Requests and Complaints for BTEC Level 3 Business Unit 14: Investigating Customer Service, including; providing information, products or services, promoting additional products and services, giving advice, taking and relaying messages o limitations of role and authority, keeping records o dealing with problems, handling complaints, remedial measures, emergency situations, organisational policy.

This full lesson fully covers T Level in Health Component A1 Working in the Health and Science Sector A1.1 The Purpose of Organisational Policies and Procedures in the Health and Science Sector, including; • equality, diversity and inclusion policy: o complying with legislation o ensuring equality o eliminating discrimination • safeguarding policies: o ensuring the protection from harm of individuals, including those working within the organisation and visitors • employment contracts: o setting out employment conditions, rights, responsibilities and duties • performance reviews: o evaluating work performance against standards and expectations o facilitating feedback to improve o providing opportunities to raise concerns or issues o contributing to continuing professional development (CPD) • disciplinary policy: o setting and maintaining expected standards of work and conduct o ensuring consistent and fair treatment o establishing a sequence for disciplinary action • grievance policy: o providing opportunities for employees to confidentially raise and address grievances o establishing a sequence for raising grievances

This full lesson covers A1.2 The Importance of Adhering to Quality Standards, Quality Management and Audit Processes Within the Health and Science Sector for T Level in Health Component A1 Working in the Health and Science Sector, including; • ensuring consistency • maintaining health and safety • monitoring processes and procedures • facilitating continuous improvement • facilitating objective, independent review

This full lesson covers A1.3 The Key Principles of Ethical Practice in the Health and Science Sectors for the T Level in Health Component A1 Working in the Health and Science Sector, including; autonomy and informed consent • truthfulness and confidentiality (for example ensuring validity of outcomes) • beneficence • nonmaleficence • justice (for example fairness, equality and respect for all)

This full lesson covers A1.4 The purpose of following professional codes of conduct, including; clarifies missions, values, principles and standards that everyone must adhere to by: o outlining expected professional behaviours and attitudes o outlining rules and responsibilities within particular organisations o promoting confidence in the organisation

This bundle of resources fully covers Unit 4: Managing an Event for the Level 3 BTEC Business course.

This full lesson, with detailed case studies, covers the Observation, Assessment and Planning Cycle for Level 3 Childcare Programmes, including NCFE CACHE, T-Level and BTEC.

This full lesson covers the Role of Regulatory Bodies for Level 2 Health and Social Care. This was prepared for the NCFE Level 2 Certificate in Understanding in Working in the Health Sector but can be adapted for any specification. Areas covered include; The Care Quality Commission (CQC) The Nursing and Midwifery Council (NMC) The General Medical Council (GMC) The Health and Safety Executive (HSE)

This full lesson, with handout, provides an introduction to quality standards, linked to the NHS and CQC. The lesson was planned for NCFE Level 2 Health and Social Care (Level 2 Certificate in Understanding Working in Health and Social Care) but can be adapted to any specification.

This full lesson covers the implications of not meeting quality standards. The lesson contains many tasks and an extensive quiz activity. The lesson was created for the NCFE Level 2 Certificate in Understanding Working in Health and Social Care but can be adapted to any curriculum.

This full lesson covers an introduction to policies and procedures in a healthcare setting. The pack includes an extensive health and safety policy task. This was created to be used with NCFE Level 2 Certificate in Understanding Working in Health and Social Care but can be adapted for other curriculums.