Each year, HSI selects a random sample of MEDIC First Aid Training Centers for a Quality Assurance document review. These audits require that Training Centers submit the following information:

 1. Training Center policies and procedures on:

• Certification card and final examination security,
• Student and Instructor quality assurance,
• Equipment maintenance and decontamination,
• Professional conduct,
• Communication with students.

2. Rosters, student evaluations, and written exams (if applicable) for the last three MEDIC First Aid programs conducted.

3. Signed applications for each Instructor, with copies of all current pertinent credentials.

HSI may require additional documents at its discretion. A Training Center can be selected for a random audit only once during any calendar year. Occasionally, Training Center audits will be conducted in response to a specific complaint or concern about a Training Center.

Our experience has shown that student evaluations conducted at class time in the presence of the Instructor often do not accurately reflect the student’s impression of the program. With our "Rate Your Program" tool, we allow students the opportunity to give us their feedback in an unpressured environment. The survey measures the quality of the following:

• Program content,
• Training Center teaching staff,
• Program materials,
• Physical facilities.

The "Rate Your Program" survey also includes an opportunity for the student to register for course content updates and recertification reminders.

Rate Your Program

Customer satisfaction is of the utmost importance to MEDIC First Aid, extending not only to our Training Centers and Instructors, but also to their customers — the students. Anyone with a complaint about a MEDIC First Aid Training Center or Instructor should complete our complaint form. Documented and persuasive complaints will result in an investigation by HSI staff. Complaints about specific programs will be linked to the "Rate Your Program" survey for that program. Training Centers and Instructors must respond to all notifications of complaints — failure to do so automatically results in suspension of the rights and privileges associated with MEDIC First Aid authorization. Following review of both the complaint and the response, HSI will take one of the following actions:

• Dismiss the complaint without action,
• Require that the Training Center and/or Instructor implement reasonable and specific quality assurance measures,
• Revoke the MEDIC First Aid Training Center and/or Instructor authorization.

 HSI will notify both the complainant and the Training Center of its decision.

Voice a Concern