Students Charter

The aim of St George's Hospital Medical School is to achieve teaching and research of the highest quality and to foster high standards of health care locally, nationally and internationally.

The role of students in this aim is one of partnership in an atmosphere of mutual respect between them and staff. Our Student Charter has been produced jointly by the School and the student School Club to set out what this partnership entails. The Charter is designed to make it clear what you as a student can expect from the School, and what the School expects of you in return.

The School is committed to:

setting high standards of service in all we do
telling you what these standards are
encouraging you to give us your views and comments
taking prompt action to explain and remedy any disruptions to service.

We make seven main pledges about our services and we identify seven main responsibilities we expect you, our student, to assume:

Our Pledges

1. We will provide clear information about our admissions procedures and will operate these procedures fairly and efficiently

2. We will publish full and accurate information about our activities, procedures and regulations

3. We will provide a suitable learning environment

4. We will provide a suitable student support network

5. We will involve students in our decision-making processes

6. We will operate fair and efficient complaints and appeals procedures

7. We will operate a policy of equal opportunities

Your responsibilities:

In committing ourselves to honouring our pledges and delivering what we have said you can expect of us, we expect you to respond by acting as a responsible member of our student community.

We expect you therefore to:

1. Display responsible attitudes towards all staff, fellow students and visitors to the Medical School and associated hospitals, treat School and hospital property with respect, and observe professional standards in your relationships with patients at all times.

2. Comply with the School’s regulations relating to students.

3. Study diligently, attend timetabled sessions as required, hand in your work on time, and notify your teachers or tutor/supervisor if you are having any difficulties.

4. Notify the School and, where appropriate, your teachers if you are absent during term-time.

5. Ensure that you respond to reasonable requests from our staff without delay.

6. Take advantage of the extra-curricular opportunities and support services we provide for you.

7. Contribute to the reputation and development of the School by providing feedback on your teaching and the curriculum, and by participating where appropriate in the School’s decision-making processes.

For each of our pledges we now identify in more detail both what you can expect from us and what we expect of you.

1. We will provide clear information about our admissions procedures and will operate these procedures fairly and efficiently

The School has a number of undergraduate and postgraduate study programmes and postgraduate research programmes. Demand for places on these programmes often exceeds availability, and so applicants may be disappointed. However, we undertake to adopt clear and fair criteria for admission to these programmes in accordance with current legislation on equal opportunities and racial discrimination, and to operate admissions procedures efficiently and equitably.

When you apply to the School for a place you can expect:

the prospectus to contain accurate and up-to-date information about the services and facilities the School provides, the programme you have applied for, and the procedure for selection of students
to receive advice concerning the suitability of programmes or courses, and general information concerning the equipment or support services available to facilitate your studies
to be given access to, on request, any recent audit or assessment reports on the quality of the School’s education
your application to be given full and fair consideration, and a decision to be made as soon as possible
us to notify the relevant national admissions system or, where this does not apply, you directly, of the outcome of your application within seven working days of our decision having been made
us to monitor the system to ensure that it is working fairly and efficiently

When you apply to the School for a place you are expected to:

provide full and accurate information as required, including details of any relevant special requirement or disability you may have
keep the appointment if requested to attend for interview. If the original appointment is inconvenient you should contact the School as soon as possible prior to the interview date to arrange another mutually convenient appointment
respond to an offer of a place within the specified time period, otherwise the offer may be withdrawn
return requested information such as health questionnaires and applications for accommodation within the specified time period.

2. We will publish full and accurate information about our activities, procedures and regulations

The School aims to provide full, honest and accessible information about its policies. Every student will be issued with a copy of the regulations relevant to the student’s programme of studies, and with information about appropriate procedures. Up-to-date information about the operation and development of the School will also be provided.

You can expect to:

receive on enrolment a copy of the regulations relevant to your programme of studies
receive at appropriate times accurate information about procedures relevant to your studies and to be given reasonable notice of any action you are required to take
be notified of relevant updated regulations and procedures via personal communication, newsletters or notice boards as appropriate
be informed of developments in the School which affect you as a student, through newsletters or noticeboards

You are expected to:

read carefully all regulations, procedures and communications issued to you and comply with these
retain your copy of regulations and procedures for reference throughout your programme of study

3. We will provide a suitable learning environment

The School is committed to providing high quality teaching, guidance and supervision for its students. Both traditional and innovative methods of teaching and learning will be evaluated and employed as appropriate. The School’s physical environment, Library and Computer Unit will be maintained and continually developed to support students’ learning.

Programmes of study

The programmes of study offered by the School vary in their pattern of delivery and in the flexibility which students have in organising their work. The School will ensure that students are given information about how their programme of study is organised, and receive appropriate advice and guidance throughout their studies.

You can expect:

to receive, on enrolment, accurate information concerning the organisation of your programme of study
to receive, in advance, information as to how your studies will be taught and assessed
to receive appropriate advice and guidance as you progress through your studies
a fair assessment process

You are expected to:

make yourself familiar with the information provided and seek further advice if necessary
adhere to the assessment timetable and abide by the assessment regulations
spend sufficient time in preparation and completion of assessed work to enable an assessment to be made of your progress

Teaching

You can expect us to provide:

a constructive learning environment in an atmosphere of mutual respect between staff and students
teaching that is authoritative, up-to-date, learner-centred, well-planned and in accordance with the published timetable
accommodation and facilities that are fit for the purpose and in accordance with Health and Safety requirements
appropriate support materials, including an accurate teaching timetable

You are expected to:

attend timetabled teaching sessions, hand in work on time and notify your tutor(s) if you are having difficulties
respond to reasonable requests from School staff without undue delay
study diligently and make appropriate use of the educational facilities provided

Library Facilities

A multidisciplinary healthcare Library is located on the first floor of Hunter Wing in the School for the use of students and staff of the Medical School and Hospital. Library facilities are also available at associated teaching hospitals.

You can expect:

to receive accurate and up-to-date information about the St George’s Library opening hours, facilities and rules
to be accorded appropriate reading and borrowing rights as a student of the School
the St George’s Library to maintain a range of text and reference books, journals and multi-media learning tools
to receive orientation and in-depth training in the retrieval and use of materials
trained staff to be at hand in the St George’s Library to help students with individual enquiries
the School to monitor the provision of library facilities at the other hospitals used for teaching and support the development of those facilities

You are expected to:

register with the St George’s Library
take advantage of the orientation and in-depth training provided by the Library
abide by the Library rules
respect other users of the Library and library property

Computing Facilities

Computing facilities are located in the Library for the use of staff and students of the Medical School.

You can expect:

to receive accurate and up-to-date information about computing services available to you and rules governing the use of those facilities
computing services, including IT training, to be available as advertised

You are expected to:

take advantage of the training and computing facilities provided
respect other users of the computing facilities
take reasonable care of computing hardware you use
abide by rules governing the use of software

Study Support

The School is committed to providing effective study support.

You can expect to:

be allocated to a personal tutor or supervisor whose responsibility is to provide you with support and advice
receive guidance and instruction on study skills
receive grades and marks for all your assessments within a reasonable time of the assessment’s completion
receive general feedback on your performance

You are expected to:

seek advice from your tutor(s) or other teachers whenever you require help
participate actively in the tutoring system

Student Feedback

The School is committed to obtaining feedback on the quality of the learning experience and will actively encourage and respond to student feedback.

You can expect to:

be provided with opportunities to express your views on the learning experience, both formally and informally, and to receive a response on your views

You are expected to:

be an active participant in the learning process and provide the School with feedback as requested during the academic year

The physical environment

The School aims to provide a safe, accessible, well-maintained and pleasant physical environment for students, and is committed to environmental responsibility in all areas of its operation.

You can expect us to:

provide a clean and safe physical environment
implement a programme of improvement to all aspects of the School’s physical surroundings
ensure there is adequate access to School facilities for disabled students, wherever practicable

You are expected to:

be environmentally responsible
respect School property and that of teaching hospitals to which you are attached
assist in contributing to a clean and litter-free environment

4. We will provide a suitable student support network

The School is committed to ensuring that an effective network of student support facilities is available for students, tailored to their needs.

Counselling and welfare

Personal tutors and supervisors are available to offer pastoral advice as well as help with students. In addition, a professional, independent and fully confidential counselling service is available to all students.

You can expect:

to be informed of the counselling services available
individual and confidential counselling if appropriate
to have access to an ecumenical chaplaincy service with three chaplains - Church of England, Roman Catholic and Free Church

You are expected to:

make every effort to keep counselling appointments and give as much notice as possible in the event of having to cancel
accept responsibility for your part in the counselling process

Health care

The Staff/Student Health Service provides a range of medical services, including advice and help with occupational health-related problems, vaccinations and immunisations. Students are strongly encouraged to register with a General Practitioner and dentist, preferably locally.

You can expect:

to receive information and advice about health care facilities available
to receive information and advice about healthy living and disease prevention
access to the facilities of the Staff/Student Health Service

You are expected to:

comply with the immunisation requirements of the School
register with a General Practitioner and dentist, preferably locally
use the Staff/Student Health Service responsibly
comply with the no-smoking and substance abuse policies of the School and teaching hospitals
be aware of the principles of healthy living and disease prevention

Educational and Careers Guidance

The School aims to provide students with appropriate educational and careers guidance.

You can expect to:

receive information and advice about educational and career opportunities at various points in the programme of study

You are expected to:

make yourself aware of the educational guidance services available

Accommodation

The School has its own Halls of Residence approximately one mile from the School. There are insufficient places for all students, and it is the School’s policy to offer a room in Halls to all first year undergraduate medical students and new clinical entrants. Some temporary places are available to other students. The Accommodation Officer in the Registry has information about private accommodation in the locality, and offers help to students looking for this.

If you apply for a place in the Halls of Residence, you can expect:

an application form and accommodation booklet to be sent to you within seven working days of a request being received
your application to be dealt with fairly under the School’s policy for allocation of places. Only after you have firmly accepted your place at the School will you be eligible for consideration for a place in Halls of Residence

You are expected to:

return any application for a place in Halls of Residence within the stated time period
confirm any offer of a place in Halls of Residence within the stated time period

If you live in Halls of Residence, you are expected to:

pay Hall fees as they become due
comply with the regulations governing the Halls of Residence
behave in ways that respect the needs of others in a residential community

Financial advice

The School aims to give information and advice on the availability of financial help, and will offer support wherever possible.

You can expect to:

receive information and advice about the availability of financial help
receive referral advice and letters of reference where necessary

Student Loans

Government-funded Student Loans are available for most full-time students, who can borrow up to the full amount available for each year of their studies. Applications are made to the Student Loans Company (via the School Registry for 1997 entrants and before, via the Local Education Authority for 1998 entrants and after) but it is the Student Loans Company which subsequently processes applications and makes payment.

You can expect us to:

provide accurate and up-to-date information regarding student loans and the procedure for applying for these
offer a prompt and efficient service in dealing with applications for student loans

You are expected to:

provide full and accurate information on the relevant application form
provide the required evidence of your status to enable us to process your application

Access Funds

Access Funds are provided by the Government to the School, and are administered by the School to provide selective help for students who are in financial difficulties.

You can expect us to:

provide accurate and up-to-date information about Access Funds, the policy for their distribution and the procedures for application
treat applications for Access Funds in the strictest confidence, fairly, and in accordance with the policy for their distribution
notify you promptly of the outcome of any application for Access Funds
give you clear reasons for refusal if your application is unsuccessful
offer an efficient appeals procedure against refusal of an application
process successful applications for funds within ten working days, and for the funds to be in your bank account within a further five working days

You are expected to:

provide full, accurate and honest information on the application form provided, together with any required supporting documentation, and submit this before the deadline stated

Catering provision

Hospital catering facilities are available to students on all hospital teaching sites, and there is a Bar in the Medical School run by the School (student) Club.

You can expect:

reasonably priced, quality food and drink either through a cafeteria and bar service or through vending machines at the sites and times advertised

You are:

expected to use the bar facilities in a responsible way
encouraged to make comments and other suggestions for improving the service by participating in customer satisfaction surveys

Recreational, social, cultural and sporting facilities

The School and the School (student) Club provide a range of activities and facilities at various locations. The School has a purpose-built sports centre on site and a sports ground at Stoke D’Abernon in Surrey.

You can expect:

to receive information about these activities and facilities to be provided
to have access to rooms in the Medical School which can be booked for private meetings
suitable tuition-free periods each week to be set aside for recreational and sporting activities
encouragement to realise the value of the extra-curricular opportunities available
to have access to an ecumenical chaplaincy service with three chaplains - Church of England, Roman Catholic and Free Church

You are expected:

to take advantage, as appropriate, of the extra-curricular activities

5. We will involve students in our decision-making processes

The School believes that students are partners in its decision-making processes. It will continue to encourage full participation by student representatives, and work closely with the School Club, to which all students are entitled to belong.

You can expect:

to be entitled to join the School Club, which represents students in School affairs
the School to provide opportunities for you to participate in institutional decision-making
the School to encourage student representation on all relevant committees

You are encouraged to:

join the School Club
make yourself aware of the possibilities for and responsibilities of representation on School and School Club Committees

6. We will operate fair and efficient complaints and appeals procedures

Students have the right to complain if the quality of an academic programme or any related service is inadequate. The School aims to provide complaints procedures that are simple and accessible, together with an independent hearing if a complaint is not satisfactorily dealt with.

Complaints and non-academic appeals

You can expect us to:

publicise the internal disciplinary and complaints procedures
take complaints and appeals seriously and deal with them in confidence and without fear of recrimination
give you advice and assistance if you have a complaint or wish to make an appeal, and keep you informed of its progress
ensure that the complaints and appeals procedures are fair and consistent throughout the School

You are expected to:

familiarise yourself with the complaints and disciplinary procedures and, when appropriate, make formal complaints in writing according to the agreed procedures

Academic appeals and representations

The School maintains procedures for students to appeal against decisions concerning their academic progress. There is also a procedure for dealing with representations a student may make concerning the decisions of examination boards. Under University of London regulations, such representations can only be considered on the grounds of administrative error or where there is concern that the examination may not have been conducted in accordance with the relevant instructions and/or regulations. There is no provision for the consideration of appeals against the results of examinations on academic grounds.

You can expect:

to be informed of the procedure for appeal against a decision made concerning your academic progress, as appropriate
to receive appropriate advice concerning the procedure for making representations concerning the decisions of examination boards
any appeal or representation you make to be considered fairly, promptly and in strict accordance with the School and University regulations

You are expected:

to make any appeal or representation in writing, in accordance with the appropriate procedure, providing any required documentary evidence, by the stipulated date

7. We will operate a policy of equal opportunities

The School is committed to a policy of equal opportunities for its students.

You can expect us to:

provide equal treatment to all students regardless of ethnic origin, gender, age, class, creed, disability, marital status, nationality or sexual orientation
provide an environment in which there is a high level of awareness of equal opportunities issues
monitor the policy of equal opportunities though an Equal Opportunities Committee, and ensure that there is student representation on this committee
act promptly and fairly over any complaint of harassment or discrimination

You are expected to:

comply with the School’s Equal Opportunities policy
respect and treat with dignity all members of the School community

Copies of this document are available, on request, from the Registry and from the School Club Office.