West London NHS Trust

Help & Support

Before running a course, please ensure your PC meets the minimum pre-requisites.

Computer	3.4 GHz processor
Operating System	PC: Windows 10/11
Internet Browser	MS Edge Browser
Monitor	Minimum resolution of 1024 px x 768 px is required
RAM	16GB of RAM
Audio	Soundcard, speakers and/or headphones are recommended
Connection Speed	We cannot advise as this will vary on the connection being used i.e. Trust WiFi/network connection or personal WiFi

Q. My PC does not meet all the pre-requisites. Can I still run a West London NHS Trust e-learning course?

A. You may still be able to launch a West London NHS Trust e-learning course, but you may notice that audio doesn't play correctly, or that pages take a long time to display. Please contactyour local administrator with any specific queries about the pre-requisites.

Q. How long are the courses?

A. Typically courses vary in length between 10 minutes and 60 minutes, although there are some longer courses that may take from 2 hours to 20 hours. Please note, the time taken will vary depending on your level of expertise and understanding in the subject.

Q. If I log off, will my course be bookmarked for the next time I log on?

A. Yes, the course will be tracked and bookmarked to the page that you finish on in the tutorial, and you will be notified of which tutorials you have started or completed. You do not have to do the tutorials in the order listed, you can choose to start at any tutorial.

Q. I have completed my training but it hasn't been updated onto my Mandatory Passport, why?

A. All eLearning training is updated within the next working day, as the Exchange Team will update all daily report (within 24 hours).

Q. I have completed a training but there is no green tick indicating it has been completed.

A. Please check the sections of all training and be sure it has been completed. Also click on the training again and close it by clicking on the x on the top right corner and re-check on "My Courses" and see if green tick shown on the completed column.

Q. Some of the courses in Mandatory Training Catalogue don't apply to me; do I still need to do them?

A. You do not need to do them but if you are interested in completing any, it will come onto your Learner Record instead of your Mandatory Passport.

Q. Where do I find the trainings that are relevant to my job role?

A. Please check on your Mandatory Passport, as that shows training that are relevant to your job role.

Q. I am unable to complete my course as it states it is "expired", how do I reactivate this?

A. You will have to re-enrol onto the course as it has passed its expiration date for enrolment.

Q. I just did the course 3 months ago, but it is already showing expired, does this mean I am out of date again?

A. No, this only shows the enrolment period of the training you have been enrolled to. You have to complete it within 3 month and will be notified that the period is expiring. Please check your Mandatory Passport to see when you will need to refresh the trainings.

Q. I attempted the assessment too many times and I am now unable to complete it, how can this be reset?

A. Please contact your relevant Learning and Development Centre in order for the training to be reset and this means you have to start from the beginning of the course.

Q. I Just completed the course but I do not have my certificate

A. It will take 24 hours to show on the Exchange Learner Record.

Q. It has been more than 24 hours since I completed my eLearning, but my learner record still shows the course is RED.

A. If it has been more than 24 hours, double-check on the completed column on eLearning platform if you can see a GREEN TICK. If no GREEN TICK then all elements of the course MUST be completed for this to then come across to your learner record. If there is a GREEN TICK, contact your relevant Learning and Development Centre.

Broadmoor: (01344) 75 4399 /4405

Ealing: 0208 354 8790/ 8186/ 8610

Q. I have completed eLearning on the eLearning website, but my record still showing in RED.

A. Any training via the eLearning platform takes 24 hours to show on the Exchange Learner Record. This is an automated process.

Q. My completed course on the eLearning website says it is only valid for 2 months; will I have to do it again soon?

A. The valid date on the eLearning website is the time slot for you to complete the course before it expires

Q. My eLearning course on the eLearning website says it has expired and will not let me do it.

A. If the course is showing as Expired on the eLearning website, you will need to enrol onto this course again and complete from the start.

Q. I have not been issued a Password for eLearning, what do I do?

A. If you have not been issued with a Password, please contact your Local Learning & Development Department to be set up. They will require the following information from you:

You're Name:

You're Network Login:

You're E-mail Address:

You're Contact Number:

Your Department / Ward:

You're SDU (Broadmoor, Ealing, Hammersmith & Fulham, Hounslow or WLFS):

You're Line Managers Name:

You're Assignment Number:

Q. I completed Safeguarding Level 3 training on the eLearning platform, but this is still showing as RED on my learner record. What do I do?

A. Safeguarding Level 3 courses are split into two parts. Part A is via eLearning, Part B is a tutored session via Microsoft Teams. In order to be fully compliant with the Safeguarding Level 3 courses, you MUST completed both Part A via eLearning and Part B via Microsoft Teams. Once both are done, the admin team will check compliance of both parts and if compliant, they will update your learner record to reflect to GREEN (compliant).