Every year, and as a systematic global review of the internal quality assurance system, it is the owner of the process who carries out a review of the channels for making claims, complaints and suggestions. In doing so, it takes into account the following information:

• Number of incidents recorded.
• Information derived from the meetings of delegates.
• Information derived from the meetings of the secretariat.
• Information derived from the analysis of indicators.

This information proposes improvements that are presented to the annual review meeting of the system carried out by the Quality Committee. It is the Commission that approves the improvements to the process and communicates them to the owner of the process who will be in charge of making them known to the parties involved.

Internal audits and indicators will be used to verify the degree of achievement and effectiveness of the improvements implemented.

The Quality Committee is responsible for defining the channels of communication of allegations, complaints and suggestions, modifying them, deleting them and/or improving them.

The Campus Docent Sant Joan de Déu has at the disposal of all stakeholders channels for the communication of incidents, complaints and suggestions. These channels are the following:

• Incident Sheet and Non-conforming Secretariat.
• Contact link to the website of the Teaching Center.
• Hours of meetings available with the Head of Studies.
• Hours of tutoring meetings.
• Cloisters.
• School Board.

The communication to the stakeholders of these channels is communicated in the information sessions during the registration process, reception sessions at the beginning of the course and at the events of the election of delegates.

It is the responsibility of the Head of Administration and Finance and General Services to centralize the information derived from the allegations, complaints and suggestions and submit them to the Quality Commission for analysis and, together with the parties concerned, provide solutions to resolve the causes of the problem identified. This analysis of detected incidents is carried out monthly at a meeting of the Quality Committee. The objective is to assess the impact, provide corrective actions and follow up on incidents and actions of previous meetings.

The Head of Administration and Finance and General Services generates a record of all reported incidents so that the quality committee makes a global analysis of all information and can detect common problems or related. The overall analysis of this information is done annually and recorded in E.2-O-2, the System Review Act.

This information proposes improvements that are presented to the annual review meeting of the system carried out by the Quality Committee. It is the Commission that approves the improvements to the process and communicates them to the owner of the process who will be in charge of making them known to the parties involved.

Examples of incidences that we can find within the Campus Docent are the following:

• Computer problems - audiovisual.
• Maintenance problem - infrastructures.
• Organization problem.
• Communication problem.
• Supplier problems - collaborators.
• Problems of environmental operational control: separate collection of waste, etc.
• Problems related to data protection: modifications, accesses, copies, etc.