Defence Medical Welfare Service

About Defence Medical Welfare Service (DMWS)

DMWS are an independent charity who provide help and support to the Armed Forces community and other frontline staff whenever they are receiving medical treatment. For 75 years they have provided both practical and emotional support which ensures no family goes through the worry of illness or injury alone.

The Challenge

DMWS are experts in the delivery of Welfare, Resilience and Mental Health First Aid training. Part of their offer includes a Level 3 Diploma in Human Welfare Management which was carefully created by the DMWS team. The majority of the Level 3 Diploma was being delivered as face-to-face training but there were also some elements communicated by online learning from two alternative providers, one which was eLearning Marketplace. DMWS felt that this set up wasn’t working well as it was too complicated and they were not overly impressed with the second content provider whose customer service support was not great. With quite a few learners not using online learning previously a high level of customer service to support them was critical.

Our Solution

The solution was to provide DMWS with one user friendly system where they could add the content they wanted and be confident that if anyone needed assistance that there was an accessible helpful point of contact to assist them. Working closely with DMWS we therefore set up two bespoke courses and provided them with a private group on our Free Business LMS and Licence Manager. Through this system they now purchase training licences allocate courses to new learners, track learner progress and download and print successfully completed training certificates. We also provided them with a dedicated contact who is able to quickly help with any questions that head office or their learners may have.

The Outcome

DMWS are a very valued customer who enjoy the flexibility to be able to quickly and easily invite learners to training as and when required whilst also having the ability to easily run a series of progress reports to see how learners are progressing. If there is ever a query, they know they can contact their friendly support contact easily and get assistance without delay. Due to the success of the relationship we are now working with another charity who have come to us on the back of a recommendation from DMWS. Julie and her team are also exploring the option of using our more detailed branded LMS going forward.