Complaints

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I wish to bring to your attention a matter of concern regarding the recent Advanced Cardiac Life Support (ACLS) class conducted by the American Heart. During this class, I, along with several other students, from ***********************, was informed of not passing the exama fact that was both confusing and inconsistent with the earlier assertions by our instructor, *****. We were originally told that despite missing certain questions, we had the required understanding in remediation, suggesting that we had effectively passed.The miscommunication regarding the exam results and the alleged misconduct have caused an unnecessary burden on not just myself, but my peers as well. Having dedicated time and resources to complete additional certifications like PALS, I can attest to my commitment and ability to successfully engage with these life-saving courses.I feel that it is imperative that a thorough investigation is conducted into this matter, and I am requesting a refund for the course so that I might complete it elsewhere. To ensure that such situations do not recur, I am also seeking the contact details of ***************************** superiors, to whom I plan to communicate my concerns.I am seeking a resolution and assurances that the integrity of the program and transparency and its participants are maintained. I appreciate any assistance that can be provided to me in resolving this issue and preventing future instances.

  Business response

  02/19/2024

  2/19/2024
  
  Dear BBB,
  Good afternoon, my name is *********************** Chief Operations Officer for Central Florida Health & Safety Training Center **** I oversee daily operations; instructor(s) complaints along with my director. I would like to respond to the complaint issued in regard to refund/exchange issues for the class in question.

  ***** to the student filing this BBB complaint we were notified by the University that the student filed a complaint with the University Nursing program director and the ************ requesting a refund because she felt she passed, with the evidence and documentation we presented,the University sided with our company, and we were told by the University that the student would not be receiving a refund. I find it interesting that since the student isnt getting her way at the University level, she is escalating the complaint further to get a refund when the student was already given the option by our company and the University to retake the class at no charge.   We have had no complaints filed on our company and have sustained an A+ rating with BBB since joining so I find it very disappointing to see that the student is portraying our company and instructors in a negative light because we follow the rules.

  On 1/11 & 11/12 instructors from our company provided the Advanced Cardiac Life Support (ACLS) class to a ***** of ****** Health students in a Nursing program for one of our clients.  In the class instruction was given over a 2-day period with information on what the students needed to obtain their ACLS certification. Students were informed that at the end of the 2nd day they would be required to take a 2-part test and would need to pass both parts to receive the certification. 

  Testing is as follows:
  Part 1 pass a 50-question test which all test questions are covered within the information given during the 2-day class and students are able to use notes if needed.  Students are required to obtain a passing score of 84% and cannot miss more than 8 questions the student filing the complaint missed 13 questions.

  
  Part 2 passing a hands-on practical scenario (Mega Code) which students are required to run a scenario to provide lifesaving ACLS measures in a real time setting and are required to be able to identify, delegate and respond appropriately with no instructor assistance according to the testing standards set forth by the *************************** The student filing the complaint did not pass the practical scenario they were unable to safely provide the appropriate lifesaving ACLS treatment, identify life threating cardiac arrythmias, proper drug dosages, what medication to give and when, and respond within the set testing standards.
   When students do not pass either part 1 or 2 or both parts of the testing requirements our instructors are required to provide remediation to students to go over missed questions or skills that were not obtained during the testing period to see if the student *** have miss understood the questions missed or did not understand the questions asked during the hands-on practical which caused the student to fail.
  In this case the student in question was able to correct 2 of the 13 questions missed during remediation of the 50-question test but still was unable to correctly answer and understand enough questions to obtain a passing score.  The second part of the remediation was unable to be performed due to the student not obtaining a passing score because the questions the student still missed were questions related to life threating arrythmia heart rhythms and the student would not be able to safely and correctly identify those in a timely manner to successfully pass the hands-on testing portion without any instructor help.
  
  After remediation our instructors were clear to let the student(s) know that all the information in regard to the final results would be given to their program director and the school so they could be informed of their test scores and if they passed or failed which this is done after our instructors are off campus to limit any conflict that *** arise with a student who fails after remediation.  At no time were students mislead or misinformed that they passed or completed the requirements to receive a certification.

  
  As a company we provide thousands of students a year with this certification and all our classes are taught the same way every time and all procedures are maintained and followed in ordinance with the guidelines with forth by AHA.  So,with our company following the standards I am not sure how the information given to the students could be confusing and inconsistent with any assertions by our instructor(s) during class.
  My director and I have had a meeting with our instructors that proctored the class to obtain all information needed in reference to test scores and remediation that took place.  In response I have had a few meetings with both the Universitys Nursing program director and Associate **** of Academic Affairs in regard to the student(s) not passing the requirements necessary to obtain the certification. The University was provided supporting documentation showing test questions missed along with instructor(s) safety concerns that were discussed in regard to the student(s) inability to correctly and professionally treat patients with the life threating conditions which were covered within the class.  Both the program director and **** agreed that the students that failed should not be certified and would need to take the class again.

  The evidence that was presented we and the University agreed that our company followed proper protocol and notified the University Nursing program director once the class was completed to inform them of which students failed, how many test questions each remediated student missed before and after remediation and which students did not meet the requirements to obtain a certification.

  
  The student(s) that failed were notified by the University that they do have the option to take the course again at the campus or any other campus at no charge so they *** be able to have a change to pass the class to obtain their certification. The University is looking into possible dates and times, and we are waiting to see if accommodations can be made.  

  We want students to succeed and further their knowledge with the classes we provide, and we do everything possible and give them all the information necessary to successfully pass our classes,so they are able to provide outstanding patient care once in the workforce.

  
  I speak on the behalf of Central Florida Health & Safety; and strongly feel this should not reflect poorly on our company just because we are upholding the set testing standards and procedures which assures that all students are treated equal and are required to safely and appropriately perform in a critical situation when someones loved one *** be having a life threating cardiac emergency specially when we are giving a second change to take the class at no charge.
  
  Respectfully,
  ***********************
  Chief Operations Officer
  Central Florida Health & Safety
  Training Center, **** 

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