A written and clearly spelled out grievance procedure informs all personnel of the appropriate steps for resolving complaints within the Training Center (TC). In many cases, it may also prevent problems from becoming unmanageable.
All students should be made aware that complaints or problems which occur at a A & E G Rescue aligned Training Site during a CPR class (ACLS, BLS, or PALS) should be handled at the Training Site. If the issue cannot be resolved at the Training Site, the Training Site Coordinator must turn over the dispute/complaint to this TC. The following procedure should be utilized to resolve any complaints made about American Heart Association (AHA) Courses, instructors, training center faculty and/or Training Sites.
1. Grievances may be submitted in writing by:
a. A student who attended the course in which the problem arose.
b. An instructor, Course Director, training center faculty member, or Training Site Coordinator with information about the problem.
c. An AHA volunteer or staff person with information about the problem.
2. Grievances may be submitted on issues regarding compliance with this TC course guidelines or AHA ECC training program guidelines. This procedure may also be made to appeal any initial decision of this TC about instructor or training center faculty status or about a Training Site.
3. The grievance must be submitted in writing to the A & E G Rescue TC Coordinator and include the following:
a. Name and address of person making complaint.
b. Name and address of the person and/or organization against which the complaint is made.
c. A detailed written description of the dispute, complaint or problem.
d. Reference to the appropriate rule, standard and/or guidelines related to the matter.
e. Copies of all related correspondence, records and other documentation.
f. Documentation on the attempts of the Training Site Coordinator to resolve the matter.