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Service levels and user satisfaction

  • Does e-LfH guarantee a certain level of service for its platform?
    • We aim to achieve 100% scheduled uptime with the platform.

      Whenever system maintenance is required, we will give as much warning as possible.

      Check the current Service Status here.

  • Does e-LfH guarantee a certain level of support for the users of its service?
    • The support team has in place a number of service level agreements which set standards for query resolution times.

      The majority of support requests concern password resets, registration enquiries and general support using the systems.

      For these three areas, you should expect your enquiry to be resolved within 8 working hours. The clock on those 8 hours begins when you send in your enquiry. However, the clock is stopped at 5:00pm and resumes at 9:00am the following morning during a normal working week (Monday to Friday).

      For example:

      • If you send an enquiry at 9.00 am on Friday morning, your enquiry should be resolved by 5:00 pm on Friday afternoon.
      • If you send an enquiry at 2:00 pm on Friday afternoon, your enquiry should be resolved by 2:00 pm on Monday afternoon.

      To resolve a query contact the support team via the Support site.

      Further assistance is also available via Live Chat.

  • Accessibility Statement
    • Accessibility statement for e-Learning for Healthcare Support Site

      This website is run by Health Education England. We want as many people as possible to be able to use this website. For example, that means you should be able to:

      • navigate most of the website using just a keyboard
      • navigate most of the website using speech recognition software
      • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

      We’ve also made the website text as simple as possible to understand.

      AbilityNet has advice on making your device easier to use if you have a disability.

      What to do if you cannot access parts of this website

      If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:

      • email support@e-lfh.org.uk

      We’ll consider your request and get back to you in 5 working days.

      Reporting accessibility problems with this website

      We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, contact: support@e-lfh.org.uk.

      Enforcement procedure

      The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

      For users based in Northern Ireland, refer to the Equalities Commission for Northern Ireland (ECNI) instead of the EASS and EHRC.

      Technical information about this website’s accessibility

      Health Education England is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

      This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances listed below.

      Non accessible content

      The content listed below is non-accessible for the following reasons.

      Non compliance with the accessibility regulations

      Some images do not have a text alternative, so people using a screen reader cannot access the information. This fails WCAG 2.1 success criterion 1.1.1 (non-text content).

      Some links use inappropriate language for people using a screen reader.

      We plan to correct these issues by the beginning of 2021. When we publish new content we’ll make sure it meets accessibility standards.

      Disproportionate burden

      We do not believe any issues on this site fall into this area currently, however, we will keep this under review.

      Interactive tools and transactions

      Our interactive form is difficult to navigate using a keyboard. For example, because some form controls are missing a ‘label’ tag.

      We are investigating the issue with a view to resolve it by the end of September 2020.

      Content that’s not within the scope of the accessibility regulations

      PDFs and other documents

      Some of our older PDFs do not meet accessibility standards - for example, they may not be structured so they’re accessible to a screen reader. This does not meet WCAG 2.1 success criterion 4.1.2.

      Some of our PDFs are essential to providing our services. For example, we have PDFs with information on how users can access our services. By the beginning of 2021, we plan to either fix these or replace them with accessible HTML pages.

      Any new PDFs or Word documents we publish will meet accessibility standards.

      How we tested this website

      This website was last tested on 2nd June 2020. The test was carried out by Health Education England.

      As the site uses templated pages, a page from each template type was selected for testing.

      We tested:

      • our main support platform, available at https://support.e-lfh.org.uk

      What we’re doing to improve accessibility

      This statement was prepared on 6th August 2020. It was last updated on 6th August 2020.