Umm Al-Qura University

Umm Al-Qura University


- 2019/01/21

Grievance Procedure (Resolution policy)

A written and clearly spelled out grievance procedure informs every one of 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 UQUMED BLS Training Center during a CPR class (BLS, HS, ACLS, or PALS), should be handled at the Training Center. If the issue cannot be resolved at the Training Center, the instructor must turn over the dispute/complaint to the UQU MED BLS Training Center coordinator (TCC). 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:
    1. A student who attended the course in which the problem arose.
    2. An instructor, Course Director, training center faculty member, or Training Site Coordinator with information about the problem.
    3. An AHA volunteer or staff person with information about the problem.
  2. Grievances may be submitted on issues regarding compliance with the TC course guidelines or AHA ECC training program guidelines. This procedure may also be made to appeal any initial decision of the TC about instructor or training center faculty status or about a Training Site.
  3. The grievance must be submitted in writing to the UQUMED BLS Center coordinator (TCC) and include the following information:
    1. Name and address of person making complaint.
    2. Name and address of the person and/or organization against which the complaint is made.
    3. A detailed written description of the dispute, complaint or problem.
    4. Reference to the appropriate rule, standard and/or guidelines related to the matter.
    5. Copies of all related correspondence, records and other documentation.
    6. Documentation on the attempts of instructor to resolve the matter.
  4. Resolution of the grievance may include one or more of the following:
    1. Reprimand or letter of counseling that includes a statement of the correct procedure/action.
    2. Agreement by the person/entity against which the complaint is made to take specific action.
    3. A probationary period, including monitoring of course(s).
    4. Revocation of instructor’s alignment with Training Center, training center faculty status or termination of Training Site status.
    5. Dismissal of the grievance.
  5. Within 10 business days of receipt, the person who submitted the grievance and the person(s) who is the subject will be given an acknowledgement of receipt of the grievance. The subject of the grievance will be invited to submit information about the matter in writing to the TC Coordinator. Within 30 calendar days after receipt of the grievance, the TC Coordinator will review the grievance and any additional information submitted.
    1. If the TC Coordinator decides to dismiss the grievance, a letter announcing its decision will be issued to all concerned parties.
    2. If the TC Coordinator does not dismiss the grievance, one of the following options will occur:
      1. Option A. A hearing will be scheduled within 30 days, inviting the affected parties to appear and provide additional information.
      2. Option B. A decision will be issued and the affected parties will be informed of their right to request a hearing for further resolution of the matter.
  6. Any decision resulting in probation, monitoring or revocation of status may be appealed to the TC Coordinator.
  7. Final authority regarding appeals to grievance decisions will be made by the Chairperson of the Regional ECC Committee.

The Grievance Form: FORM.doc