HSG Healthcare

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HSG Help Centre

FAQ section for The Health and Safety Group

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All FAQs

The majority of our courses are refresher training courses and require prior experience.

Each course provides specific prerequisites, so please ensure you review these details on the course page before booking.

If you’re new to the field and interested in working in healthcare, we recommend our Care Certificate training course.

TEST

If you have forgotten your password to login to your My Account, please use the lost password facility to set up a new password. You will receive an automated email with a 1 hour active link to set up a new password. 

If the email hasn’t come through, this is probably for one of two reasons: 

 • The email address contains a spelling mistake 

 • The automated email went into your spam / junk box 

Please re-use the lost password facility if the link has expired or contact us if you need to make an email amendment. 

 

If you were sent an invitation link by your agency and it has expired, please contact your agency/company directly.

If your name or email has a minor spelling error or misspelling, please reply to this message with the correct spelling, and we will update it for you. This will ensure your certificate / login details are up to date.

 

1. To change your name completely (e.g., a different first or last name), we kindly request for one of the below documentation as proof.

- Passport (showing name before and name after)

- Deed poll

- Marriage/divorce certificate

Please reach out to us here and attach the required document and we’ll update your details promptly

 

2. To update your email, please confirm your current and new email addresses by contacting us here, and we’ll process your request promptly.

 

If you have already sent us your request, we will respond back to you within 6 business hours. 

We recommend bringing a packed lunch, notebook, pen and a form of ID.

Refreshments, including water, tea, and coffee, will be available.

If you have made one booking but payment appears twice, this could be due to a temporary ‘Authorisation hold’ by the bank. 

If you have received two transaction IDs, a double booking may have happened for which you will receive a refund. 

If two payments still appear on your bank statement after a few days, please click here to submit your request so we can process a refund.

You can cancel your training with full refund if there are at least 2 working days left prior to your original training date.

Please see our cancellation terms

Individual Customers

To request a refund, simply contact us here with the following details:

- full name

- order number

Please note: we will be replying to you via e-mail, please look out for our response!

Agency Customers

If you were booked via an agency, please contact them directly. 

You can easily reschedule your training through your 'My Account'. Please follow the steps below: 

  1. Log in to your account via this link - https://www.healthandsafetygroup.com/myaccount/login
  2. On the left-hand side of your screen, underneath 'Classroom', select 'Your Bookings'.
  3. Next to your upcoming training that you wish to reschedule, you will see 'Modify Booking'. 
  4. Please select 'Change'. 
  5. Select a new course venue and date and click 'Reschedule Booking'.  

For a more detailed guide, you can also watch our video tutorial on how to reschedule your training here: https://www.youtube.com/watch?v=atAlqFbUi6k

You’ll receive a confirmation email with your new date and venue.

Please note, you can only reschedule up to 2 working days before your training date. If you need to reschedule within 2 days of your training, please contact us directly.

If you have trouble accessing your account, please use the forgot password feature. If you still encounter issues, please let us know so we can assist you.

Unfortunately, we cannot substitute a delegate or transfer a booking to another person.

To make a name change, the original booking must be cancelled in line with our cancellation terms and conditions, and a new booking will need to be created.

To cancel your booking, please submit your cancellation request here.

To provide you with the best possible training experience, it is essential for our courses to start on time. To maintain the effectiveness of our classroom sessions and avoid disruptions, we enforce a strict ‘closed door policy’.

The cut-off times for training courses are as follows:

  • For courses starting at 9:30 am, entry is not permitted after 10:00 am.
  • For courses starting at 10:00 am, entry is not permitted after 10:30 am.
  • For courses starting at 12:00 pm, entry is not permitted after 12:30 pm.
  • For courses starting at 1:45 pm, entry is not permitted after 2 pm.

Please plan your journey in advance to ensure timely arrival. Latecomers will not be eligible for a reschedule or refund in accordance with our Terms & Conditions. Please click here to review our Terms & Conditions.

Certificates are issued promptly upon course completion:

  • Classroom Training Courses: Once the attendance register has been reviewed and approved, certificates are available by the morning of the next working day.
    - Certificates for weekend courses will be available on the following Monday, unless it falls on a bank holiday.
  • E-Learning Modules: Certificates are generated instantly upon successful completion. Please ensure you have scored at least 80% on the assessment at the end of the training. 

Certificates can be accessed as follows:

  • Individual Customers: Download your certificate directly from your ‘My Account’ section.
  • HSG E-learning Customers: Download your certificate directly from your ‘My Account’ section 
  • Agency Delegates: Certificates are issued to the agency that made the booking. Please reach out to them directly for any inquiries regarding your certificate.

Our E-learning courses are compatible with all devices, including mobile phones.

However, we recommend using a computer or laptop, as a larger screen enhances the learning experience. We also suggest that you keep your browser and operating system up to date with the latest updates.  

Please ensure you have a stable internet connection throughout the course to prevent any loss of progress.

Additionally, please allow yourself the recommended time to complete each module. The estimated duration will be displayed at the beginning of each module.

E-learning courses can be accessed through your 'My Account' with us.

 

If your E-learning is linked to a Mandatory Course or was purchased on the Health & Safety Group's main website, you can log in here to begin your training. You will find your courses within the E-learning tab.

 

If you purchased E-learning through the HSG E-learning site, please log in here to start your training. You will find your courses within the E-learning Bookings / Your Courses sections. 

If you're experiencing issues with your e-learning, please check your connection and ensure it is stable. If the problem persists, we recommend accessing the e-learning module on a different device or browser (preferably Google Chrome).

For additional support, please click here to contact us, and we will be happy to assist you.

 

Our e-learning training courses require a stable internet connection.

Please check your internet connection and if the issue remains, we recommend opening the e-learning module on a different device or browser (preferably Google Chrome).  

For further support, please click here to contact us and we will be happy to help you.

Please click here to contact us for any changes to your account.

 Yes! There are two options available:

  1. You can purchase the course through your 'My Account' and assign it to someone else by going to 'E-learning Bookings' and selecting 'Book Staff Now’. You will need the persons email address to do this.
  2. Alternatively, if you have the person's details, you can purchase the training under their name and email address. This will create an account for them and give them immediate access to the e-learning module(s).

To access our e-learning site, please click here.

Please contact us here, providing us with your details and booking reference number (HSG-XXXXX), and we will be happy to look into this for you. 

You can share/verify your certificate(s) with your Agency via the Healthcare Certificate Register.

Please click here to access your 'My Account', and go to 'Verify Certificates'. 

If you need any further assistance, click here to contact us and we will be happy to assist.

 

Yes, you can. Please submit your request here, providing us with your details and booking reference number (HSG-XXXXX), and we will get in touch with you. 

If your booking was booked through an agency, please contact the agency directly with any certificate-related queries. 

Please contact us here, providing us with your course name, course date, venue and the missing module(s), and we will be happy to look into this further.

Unfortunately, we do not issue partial certificates. All training courses must be completed in full to receive certification.

 

We allow name changes if it is an addition or spelling correction to the currently listed name. 

If your last name has recently changed due to marriage, we require proof of name change (deed poll, marriage license, divorce certificate). 

Please contact us here, providing the above details, and we will be happy to help.

We do not accept cash payments.

All bookings must be made via our online booking system on the website to secure a place on any of our training courses.

There is no specific dress code, please wear whatever makes you comfortable.

If you are attending a PMVA or Breakaway practical training, sportswear and closed-toe shoes (such as trainers) are recommended.

If you are attending a Venepuncture or Vaccination course, due to the practical elements of the course simulating a real-life environment and in line with the infection prevention and control procedures, participants are kindly requested to refrain from attending the training with the following:

  • Artificial / False Nails
  • Jewellery below the elbow

If you encounter any error messages, please contact us here as soon as possible, and we will work to resolve the issue as soon as possible.

Once a refund is confirmed, please allow 5-7 days for the payment to appear in your account.

If it has been over 5-7 days, please contact us here and we will investigate this.

Elearning Training FAQs

Our E-learning courses are compatible with all devices, including mobile phones.

However, we recommend using a computer or laptop, as a larger screen enhances the learning experience. We also suggest that you keep your browser and operating system up to date with the latest updates.  

Please ensure you have a stable internet connection throughout the course to prevent any loss of progress.

Additionally, please allow yourself the recommended time to complete each module. The estimated duration will be displayed at the beginning of each module.

E-learning courses can be accessed through your 'My Account' with us.

 

If your E-learning is linked to a Mandatory Course or was purchased on the Health & Safety Group's main website, you can log in here to begin your training. You will find your courses within the E-learning tab.

 

If you purchased E-learning through the HSG E-learning site, please log in here to start your training. You will find your courses within the E-learning Bookings / Your Courses sections. 

If you're experiencing issues with your e-learning, please check your connection and ensure it is stable. If the problem persists, we recommend accessing the e-learning module on a different device or browser (preferably Google Chrome).

For additional support, please click here to contact us, and we will be happy to assist you.

 

Our e-learning training courses require a stable internet connection.

Please check your internet connection and if the issue remains, we recommend opening the e-learning module on a different device or browser (preferably Google Chrome).  

For further support, please click here to contact us and we will be happy to help you.

 Yes! There are two options available:

  1. You can purchase the course through your 'My Account' and assign it to someone else by going to 'E-learning Bookings' and selecting 'Book Staff Now’. You will need the persons email address to do this.
  2. Alternatively, if you have the person's details, you can purchase the training under their name and email address. This will create an account for them and give them immediate access to the e-learning module(s).

To access our e-learning site, please click here.

Classroom Training FAQs

The majority of our courses are refresher training courses and require prior experience.

Each course provides specific prerequisites, so please ensure you review these details on the course page before booking.

If you’re new to the field and interested in working in healthcare, we recommend our Care Certificate training course.

TEST

We recommend bringing a packed lunch, notebook, pen and a form of ID.

Refreshments, including water, tea, and coffee, will be available.

You can cancel your training with full refund if there are at least 2 working days left prior to your original training date.

Please see our cancellation terms

Individual Customers

To request a refund, simply contact us here with the following details:

- full name

- order number

Please note: we will be replying to you via e-mail, please look out for our response!

Agency Customers

If you were booked via an agency, please contact them directly. 

You can easily reschedule your training through your 'My Account'. Please follow the steps below: 

  1. Log in to your account via this link - https://www.healthandsafetygroup.com/myaccount/login
  2. On the left-hand side of your screen, underneath 'Classroom', select 'Your Bookings'.
  3. Next to your upcoming training that you wish to reschedule, you will see 'Modify Booking'. 
  4. Please select 'Change'. 
  5. Select a new course venue and date and click 'Reschedule Booking'.  

For a more detailed guide, you can also watch our video tutorial on how to reschedule your training here: https://www.youtube.com/watch?v=atAlqFbUi6k

You’ll receive a confirmation email with your new date and venue.

Please note, you can only reschedule up to 2 working days before your training date. If you need to reschedule within 2 days of your training, please contact us directly.

If you have trouble accessing your account, please use the forgot password feature. If you still encounter issues, please let us know so we can assist you.

Unfortunately, we cannot substitute a delegate or transfer a booking to another person.

To make a name change, the original booking must be cancelled in line with our cancellation terms and conditions, and a new booking will need to be created.

To cancel your booking, please submit your cancellation request here.

To provide you with the best possible training experience, it is essential for our courses to start on time. To maintain the effectiveness of our classroom sessions and avoid disruptions, we enforce a strict ‘closed door policy’.

The cut-off times for training courses are as follows:

  • For courses starting at 9:30 am, entry is not permitted after 10:00 am.
  • For courses starting at 10:00 am, entry is not permitted after 10:30 am.
  • For courses starting at 12:00 pm, entry is not permitted after 12:30 pm.
  • For courses starting at 1:45 pm, entry is not permitted after 2 pm.

Please plan your journey in advance to ensure timely arrival. Latecomers will not be eligible for a reschedule or refund in accordance with our Terms & Conditions. Please click here to review our Terms & Conditions.

Certificates are issued promptly upon course completion:

  • Classroom Training Courses: Once the attendance register has been reviewed and approved, certificates are available by the morning of the next working day.
    - Certificates for weekend courses will be available on the following Monday, unless it falls on a bank holiday.
  • E-Learning Modules: Certificates are generated instantly upon successful completion. Please ensure you have scored at least 80% on the assessment at the end of the training. 

Certificates can be accessed as follows:

  • Individual Customers: Download your certificate directly from your ‘My Account’ section.
  • HSG E-learning Customers: Download your certificate directly from your ‘My Account’ section 
  • Agency Delegates: Certificates are issued to the agency that made the booking. Please reach out to them directly for any inquiries regarding your certificate.

Please contact us here, providing us with your details and booking reference number (HSG-XXXXX), and we will be happy to look into this for you. 

You can share/verify your certificate(s) with your Agency via the Healthcare Certificate Register.

Please click here to access your 'My Account', and go to 'Verify Certificates'. 

If you need any further assistance, click here to contact us and we will be happy to assist.

 

Yes, you can. Please submit your request here, providing us with your details and booking reference number (HSG-XXXXX), and we will get in touch with you. 

If your booking was booked through an agency, please contact the agency directly with any certificate-related queries. 

Please contact us here, providing us with your course name, course date, venue and the missing module(s), and we will be happy to look into this further.

Unfortunately, we do not issue partial certificates. All training courses must be completed in full to receive certification.

 

We allow name changes if it is an addition or spelling correction to the currently listed name. 

If your last name has recently changed due to marriage, we require proof of name change (deed poll, marriage license, divorce certificate). 

Please contact us here, providing the above details, and we will be happy to help.

We do not accept cash payments.

All bookings must be made via our online booking system on the website to secure a place on any of our training courses.

There is no specific dress code, please wear whatever makes you comfortable.

If you are attending a PMVA or Breakaway practical training, sportswear and closed-toe shoes (such as trainers) are recommended.

If you are attending a Venepuncture or Vaccination course, due to the practical elements of the course simulating a real-life environment and in line with the infection prevention and control procedures, participants are kindly requested to refrain from attending the training with the following:

  • Artificial / False Nails
  • Jewellery below the elbow

Once a refund is confirmed, please allow 5-7 days for the payment to appear in your account.

If it has been over 5-7 days, please contact us here and we will investigate this.

Account Issue FAQs

If you have forgotten your password to login to your My Account, please use the lost password facility to set up a new password. You will receive an automated email with a 1 hour active link to set up a new password. 

If the email hasn’t come through, this is probably for one of two reasons: 

 • The email address contains a spelling mistake 

 • The automated email went into your spam / junk box 

Please re-use the lost password facility if the link has expired or contact us if you need to make an email amendment. 

 

If you were sent an invitation link by your agency and it has expired, please contact your agency/company directly.

If your name or email has a minor spelling error or misspelling, please reply to this message with the correct spelling, and we will update it for you. This will ensure your certificate / login details are up to date.

 

1. To change your name completely (e.g., a different first or last name), we kindly request for one of the below documentation as proof.

- Passport (showing name before and name after)

- Deed poll

- Marriage/divorce certificate

Please reach out to us here and attach the required document and we’ll update your details promptly

 

2. To update your email, please confirm your current and new email addresses by contacting us here, and we’ll process your request promptly.

 

If you have already sent us your request, we will respond back to you within 6 business hours. 

If you have made one booking but payment appears twice, this could be due to a temporary ‘Authorisation hold’ by the bank. 

If you have received two transaction IDs, a double booking may have happened for which you will receive a refund. 

If two payments still appear on your bank statement after a few days, please click here to submit your request so we can process a refund.

Please click here to contact us for any changes to your account.

If you encounter any error messages, please contact us here as soon as possible, and we will work to resolve the issue as soon as possible.

Our most Popular FAQ

If you have forgotten your password to login to your My Account, please use the lost password facility to set up a new password. You will receive an automated email with a 1 hour active link to set up a new password. 

If the email hasn’t come through, this is probably for one of two reasons: 

 • The email address contains a spelling mistake 

 • The automated email went into your spam / junk box 

Please re-use the lost password facility if the link has expired or contact us if you need to make an email amendment. 

 

If you were sent an invitation link by your agency and it has expired, please contact your agency/company directly.

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