If an Instructor Member has concerns about feedback they have received from a learner and would like to discuss this further with MHFA England, they can email qa@mhfaengland.org with their concerns.
The Quality Assurance team will liaise with the Instructor Member to better understand their experience of the concern raised, and where required, provide guidance and advice on future course deliveries.
11.1 Raising a confidential quality concern
MHFA England is committed to making sure every learner on our courses gets a safe and high quality learning experience. We will investigate and resolve any instances where this is alleged to not be the case. How to raise a concern If you have a quality related concern about another Instructor Member, Associate Instructor, or National Trainer, we encourage you to raise the concern directly using our confidential quality concern reporting form .
Quality concerns raised are processed and investigated by the Quality Assurance team. You can be sure that the Quality Assurance team will take your concerns seriously and will update you on the progress and outcome of the investigation.
The investigation and resolution process
Information gathering
Investigation
Resolution
Feedback
1. Information gathering After you have submitted your quality concern, the Quality Assurance team will contact you within three working days. We will discuss and agree with you which information you are comfortable for us to share with the member and how we can maintain your anonymity if you prefer.
At this stage, interviews may be held with the person raising the concern, any other willing witnesses, and with the member in question, to understand their experiences of the concern raised.
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