Procedures for dealing with negative feedback from courses.
Bury LEA is committed to Total Quality Management.
The TCSC prides itself on the quality of its training and is keen to deal with any negative feedback quickly and effectively.
Course participants are given opportunities to make positive or negative comments at the end of a course using the standard DTC “Training Monitoring and Feedback Form” (MF1). Participants may complete the form at the end of the session or take it away to fill in and returned to the DTC within 5 working days.
If a negative comment is received the procedure is as follows:
- Negative comment/s are read
- Comments are brought to the weekly TCSC staff meeting
- If the participant can be identified a letter is sent indicating that their comment/s have been read and that action is being taken. (Standard Letter SL/NF1). If the participant cannot be identified a letter will be sent to all the participants (Standard Letter SL/NF2) telling them that negative feedback has been received and inviting them to make further comment.
- The negative comments are compared with the course description, published in the training guide, to see if the course matched the needs/expectations of the participant. If the negative comments seem to arise from the participant attending an in-appropriate course the participant will be contacted, where possible, and the problem discussed. If appropriate the participant will be invited to another course that is more suited to his/her needs or a special session will be arranged.
- The negative comments are compared with other comments from the same course. If the negative comment is at variants with the other comments the participant will be contacted, where possible, the problem discussed and resolved as above.
- If the participant still feels that their comments have not been satisfactorily dealt with they will be:
- phoned by the trainer
- visited by the trainer
- visited by the ICT Advisor to discuss the issues identified.
- If after discussion it is agreed that the feedback is valid, and within the power of the TCSC to rectify, then all future planning will take that feedback into account.
- If the negative feedback cannot be resolved the participant will be referred to the “TCSC’s Complaints Procedure”.
