Evaluation and Continuous Improvement
Students and tutors are proactively involved in the ongoing decision-making and development of the service. All views, whether prompted through our structured processes, complaints or ad hoc, are recorded, assessed and used to measure service satisfaction and identify areas of good practice or improvements.
Students are encouraged to complete a feedback form at the end of each session, ranking the lesson against key areas, including how beneficial the session was, responsiveness of the tutor, progress and overall satisfaction.
At the end of the SKE, students are also required to write a reflective essay regarding the course and their experience, enabling them to form and articulate holistic feedback to address their overall experience.
After each lesson, a report is produced by a Eureka tutor including:
The tutor is also asked to rank each student’s overall performance between 1 and 10, with low grades flagged on Eureka’s contract monitoring system to prompt further investigation by Kate Surtees (Eureka Director of Learning). Tutors also complete monthly feedback for each individual to address their progression, strengths and ‘next steps’ in their learning journey – positively encouraging continuous improvement.
The SKE team hold internal weekly improvement meetings to discuss service delivery and its further enhancement. This is supplemented by sampling via the Grade Centre to assess the quality of feedback given by tutors to students’ work.
Our management team record and review all feedback from student surveys to identify individual service improvements such as broken links or dissatisfaction with a resource so the necessary improvements can be made.
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