This presentation discusses lessons learned from a malpractice case involving a private training provider. The provider had successful external quality assurance visits initially but later received a significant number of learner complaints. Multiple investigations uncovered issues like portfolios being lost, incorrect claims being made, and a lack of evidence to counter learner claims. This led to the termination of the provider's center agreement. The presentation reflects on specific lessons like improving center administration and sample sizes, as well as general lessons like strengthening internal procedures, quality assurance, and investigative processes.

1. Malpractice – lessons learned
Stewart Foster, Quality Assurance Manager
Linda Gardner, Internal Quality Assurance Leader
7 May 2014
This presentation is confidential and should not be copied, shared or downloaded

2. Introduction

3. Introduction
•Stewart Foster – Quality Assurance Manager
•Linda Gardner – Internal Quality Assurance Leader

4. Background to a specific case

5. Background to a specific case
•Reasonable size Private Training Provider
•Direct Claim Status on most qualifications
•Worked with several Awarding Organisations
•Successful External Quality Assurance visits
•Good relationships
•No negative indications

6. What happened next

7. What happened next
•Significant number of complaints
•Investigated complaints
•Action plan implemented and increased monitoring
•Centre made improvements
•Second investigation
•Third investigation

8. Result

9. Result
•Significant number of portfolios lost
•Incorrect claims made
•Further issues identified by learners
•No evidence provided to counteract learner claims
•Termination of centre agreement
•Other issues

10. Resource utilised

11. Resource utilised
•Typically
•In this case…

12. Lessons learned

13. Specific lessons learned
•Centre administration
•Sample sizes
•Registration patterns
•Delivery methods
•External Moderation reports
•Other

14. General lessons learned
•Internal Procedures
•Resources
•Quality Assurance
•Investigations

15. Questions