Overarching Standard



Effective Date

Apr 11, 2023




Defines the training activities and collateral expected from Suppliers to support the buyers and users of their Solutions.

The Training Standard shall apply to all Suppliers delivering training services to assure the Authority and Local Organisations that End Users are trained to use a Solution in a safe and effective manner, so that Patient safety and confidentiality is not compromised.

Training includes, but is not limited to, the following delivery methods: face to face, classroom, e-learning, one to one, coaching, remote training and webinars, provision of online videos and supporting materials.

The Supplier shall:

  • Provide a training service that covers the following types of deployments or training classifications:

    • Practices migrating from one Solution to another

    • New Capabilities or functionality

    • New system or Solution

    • Upgrade training

    • Refresher training

    • Train the Trainer

  • Provide training services in such a way so as to ensure that General Practitioners, Receptionists, Practice nurses and all associated Practice staff will be able to use service(s) in compliance with the British Medical Association, Royal College of General Practitioners and Department of Health: ‘Good Practice Guidelines for General Practice Electronic Patient Records

  • Describe the full range of training services they intend to provide. The Authority recognises that the training services offered will depend on:

    • The scale (for example, the number and role of End Users, number of locations and geographical spread)

    • Complexity (for example, number of Capabilities provided, interoperability between systems, deploying a new Solution versus upgrading an existing Solution)

    • Impact on End Users (for example, usability of Solutions)

    • Impact on Patient safety

  • Confirm that all the training activities have been completed successfully to deliver the service(s) at each location to enable the End User to make effective use of a Solution

  • Ensure that those of its personnel who fulfil the Supplier's obligations under the Agreement are suitably skilled and experienced

  • For good practice guidance, please refer to NHS England’s Education and Training Standards

As part of the onboarding process, the Supplier will provide a Training Plan which describes their overall approach to training and will be maintained throughout the lifetime of the agreement.

The Authority will provide the relevant Training Plan template to the Supplier on request from The TQI team may wish to discuss the Supplier’s training approach to establish which other templates to provide, outline what level of evidence is required from the Supplier and answer any questions from the Supplier at the outset, before submission is made. 



Applicable Framework(s)

Requirement ID

Requirement Text


Applicable Framework(s)

Requirement ID

Requirement Text


Training Exemption



Training Exemption - Template

If the Supplier does not intend to deliver training, they will complete the Supplier Training Exemption template justifying why.

The exemption will be reviewed and approved by the Authority.

Training includes, but is not limited to, the following delivery methods:

  • Face to face

  • Classroom

  • E-learning

  • One to one 

  • Coaching

  • Remote training and webinars

  • Provision of online videos and supporting materials





Information Governance Standard Compliance

The Supplier shall comply with the Information Governance Standard:

  • When handling personal identifiable data relating to the customer's users (trainees), e.g. learning needs analysis, accessing training records, etc.

  • Personal identifiable data (other than relating to the customer’s users (trainees)) will not be used for training purposes. The Supplier will only use synthetic or dummy data i.e. fictitious, non-personal data, which cannot directly or indirectly identify any Patients/Service Users




Supplier Accountability & Responsibility

Regardless of whether it is the Supplier itself or their sub-contractor providing all or elements of the training services outlined, the Supplier shall maintain accountability and responsibility for the deliverables and training delivery.

If the Supplier is intending to use sub-contractors, they will confirm compliance or intended compliance to this requirement in the agreed Training Plan.


Training Plan



Training Plan - Training approach

The Supplier shall provide a documented Training Plan which details their approach to training for all Capabilities being supplied, using the template provided by the Authority. It must include all the information contained in the template.

The Training Plan will be agreed with the Authority.




Training Plan - Training approach updates

If the Supplier subsequently makes changes to their training approach and/or provides new Capabilities, they shall update the agreed Training Plan with the Authority.


  • GP IT Futures

  • Tech Innovation


Local Training Delivery

This requirement only applies to Foundation Suppliers.

A documented Local Training Plan defining the training approach will be agreed and signed off with the Local Organisation 6-8 weeks before training commences.

The Local Training Plan will describe, as a minimum:

  • Objectives for the training

  • Learning Needs Analysis

  • Training design and delivery methods

  • Training materials and environment

  • Evaluation of training effectiveness

  • Assessment of learners

  • Schedules and timescales

  • Business Go-Live support

  • Compliance to Information Governance Standard

The Local Organisation/End Users will agree and sign off the Local Training Plan as meeting its stated outcomes with the Supplier, following the training.


Learning Needs Analysis (LNA)



Learning Needs Analysis (LNA) - Completion

The Supplier shall carry out a Learning Needs Analysis (LNA) for all End Users to be trained, or when agreed with the Local Organisation or End User, provide them with adequate tools and information to carry it out themselves.

The LNA will identify the training needed to meet the skills and knowledge requirements for each group of learners.

The Supplier will include a description of LNA tools, methods and outputs in the agreed Training Plan.


Training Materials and Design



Training Materials - Delivery

The Supplier shall deliver a complete set of relevant training materials to the Local Organisation/End Users, for each Capability. These shall be reviewed and agreed by the Local Organisation/End Users as fit for purpose.

They shall be provided at an agreed timescale, prior to the delivery of training and be version controlled.

The materials and delivery methods will comply with relevant legislation, for example, The Equality Act 2010, Copyright, Data Protection Act 2018, UK General Data Protection Regulation and Health and Safety at Work Act.

The Supplier shall document their intended methods and approach in the agreed Training Plan.




Training Materials - Customisation

The Supplier will include details of how training materials could be made customisable in the agreed Training Plan.




Training Materials - Organised and referenced

Where possible, training materials, including digital learning materials, will be organised and referenced in order for them to be easily searchable by End users using key words for specific tasks, which can be accessed via the live system through context sensitive help.

The Supplier will describe how they intend to meet this requirement, if applicable, in the agreed Training Plan.




Training Resources - Sample review
The Authority can review a sample of training materials and provide feedback to the Supplier for action if required.


Training Delivery



Training Delivery - Description

The Supplier will describe how the training is delivered/expected to be delivered for each Capability. 

The Supplier will outline the delivery methods and rationale for their choice of methods in the agreed Training Plan.




Training Delivery - Adaptability

The training delivered will be adapted to take into account new/local business processes where applicable.

The Supplier shall confirm compliance or intended compliance to this requirement which will be documented in the agreed Training Plan.


Training Personnel



Training Personnel - Skills, experience and knowledge

The Supplier shall ensure that its training personnel have:

  • Skills and experience in training design and delivery. This includes in-person training, remote and virtual training delivery and content design

  • Training qualifications

  • Up-to-date and detailed knowledge of the systems and Capabilities on which they train

  • NHS and care setting knowledge

The Supplier will:

  • Provide records of trainer qualifications and experience if requested by the Authority

  • Carry out learner evaluations which includes gathering feedback on trainer performance, knowledge and skills

  • Provide evidence of trainer competency and knowledge in training delivery, product and care setting




Training Personnel - Sample Observations by the Authority

The Authority may carry out sample observation of training sessions and provide feedback to the Supplier, using the Authority Trainer Observation Form.




Training Personnel Issues

When issues on the Supplier’s trainers’ delivery and knowledge are identified and agreed to be inadequate, the Supplier will provide additional training, if required, at no cost.

The Supplier will provide additional training if required based on:

  • Negative End User feedback

  • Authority observation forms

  • Local Organisation/End User complaint


Training Environments



Training Environment - Provision

The Supplier shall provide a training environment which mirrors the live system and uses dummy data. The training environment shall be in place before the training commences.

The Supplier will confirm compliance or intended compliance to this requirement.

The Supplier will provide details of the training environment with realistic data sets which meet information governance requirements and details of how the training environment is refreshed, reset and maintained in the agreed Training Plan.




Training Environment - Link to path to live training environment

Training environments shall link to the Authority's path to live training environment (Spine training environment) when users need to be trained on transactions between the Supplier System or Capability and the National Services. (e.g. e-Referral, Summary Care Record, NHS number, etc.)


Pilot Training



New Capability - Training Delivery and Materials

The Supplier shall carry out a pilot of the training delivery and materials before implementing any new Capability with representatives from End Users and (NHS) trainers.

The Supplier will evaluate this pilot, make improvements and repeat where necessary.

The Supplier will provide:

  • Updated training materials, environment, methods and delivery based on feedback

  • Updated Training Plan


Training to support Practice Switching 



Training to support Practice Switching - Training and Refresher Training

The Supplier shall deliver training to the Local Organisation/End Users at an agreed timescale prior to the planned Go-Live date.  If the Go-Live date is postponed for any reason, refresher training (to a scope agreed by the Local Organisation/End User) will be provided.

The Supplier will provide:

  • Training in advance of the Business Go-Live date in agreement with the Local Organisation

  • Refresher training if the Business Go-Live is delayed




Training to support Practice Switching - Go-Live training support

On the day and the day following Business Go-Live, Supplier staff shall support the Local Organisation/End Users in its use of the system. The Local Organisation/End User shall be able to call on subsequent support for additional days during the calendar month following Business Go-Live.

The number of staff provided, and the length of the support, shall be specified as part the Supplier’s response to the Data Migration Standard.

For Foundation Suppliers, the Supplier will provide on-site Business Go-Live support unless specifically agreed otherwise with the Practice and documented in their Local Training Plan.


Evaluation and Assessment



Evaluation and Assessment - Learner Competency Assessments

The Supplier shall carry out learner competency assessments to determine whether users are able to use the required system or Capability correctly.

The Supplier will:

  • Document assessment methods and tools in the agreed Training Plan

  • Provide results of evaluation and assessment to the Authority/Local Organisation as described in the reporting section of the agreed Training Plan

  • Carry out evaluation reporting. (All learners are assessed as being competent to use the required functionality at the end of the training or have an action plan to address any additional training needs within 2 weeks to ensure that the End Users they train are safe to use the system or Capability)




Evaluation and Assessment - Training Feedback

The Supplier shall gather feedback from End Users on:

  • Whether they feel competent and confident to use the required Capability following the training

  • Training methods and resources used

  • Trainer performance, knowledge and skills

  • Improvements to the training programme

The Supplier will:

  • Document evaluation methods and tools in the agreed Training Plan

  • Maintain assessment and evaluation records

  • Produce action plans to resolve any issues identified

  • Update training materials and delivery methods based on feedback

  • Provide evaluation reports showing feedback and resolution of any issues identified

  • Request confirmation from the local organisation that the training objectives have been met

A Supplier Evaluation Report template is provided if required.




Evaluation and Assessment - Authority Sample Surveys

The Supplier will take action to remedy any issues identified from sample surveys on End User competency and satisfaction carried out by the Authority.




Evaluation and Assessment - Additional training and support

The Supplier shall provide additional training and/or support where issues are identified through the evaluation and assessment process. For example, where negative feedback has been received, Go-Live has been delayed or the learners don't reach the required level of competency.




Evaluation and Assessment - Improvements

The Supplier will provide evidence to the Authority of improvements to their training, for example:

  • Evaluation reports showing feedback

  • Action plans to resolve any issues identified

  • Updated training materials and delivery methods

A Supplier Evaluation Report template is provided if required.




Evaluation and Assessment - Evidence of resolved issues

The Supplier will provide evidence to the Authority of actions taken to resolve training issues identified from help desk calls. The Authority can request help desk analysis reports.






The Supplier shall provide reports to the Authority/Local Organisations/End Users on request for the following:

  • Attendance and non-attendance rates

  • Technical issues (e.g. training environment availability)

  • Results of evaluation and assessments for learners and trainers

  • Analysis of help desk calls relating to training

  • Actions resulting from any of the above

The Supplier will:

  • Include information about Train the Trainer and End User training

  • Define the key performance indicators that they will use to demonstrate the success of their training programme(s)

  • Provide activity and evaluation reporting as described in requirements in Evaluation and Assessment section above, when requested

  • Provide reports when requested to the Authority to ensure quality and safety is maintained


Maintenance of Training Programme



Maintenance of Training Programme - Up to date materials and delivery

The Supplier shall ensure all materials (including digital learning resources) and delivery are up to date and reflect the live version.

The Supplier will:

  • Provide updated training materials, including digital learning, to the Authority/Local Organisation/End Users

  • Update their internal training documents

  • Carry out, as a minimum, an annual review of all deliverables to ensure they remain current and fit for purpose




Maintenance of Training Programme - Upgrade training

Upgrade training:
The Supplier shall provide a deployment schedule of upcoming releases to the Authority and to Local Organisations.

The Supplier will:

  • Provide a complete set of updated training materials

  • Upgrade the training environment to reflect the live system or Capability

  • Deliver upgrade training in advance of the system or Capability upgrade appropriate to the size of the upgrade

  • Alert Local Organisations/End Users to upgrades, to ensure they are aware of any changes and where training/materials can be sourced from