Company number: 12497951
6 Sutton Park Road, Sutton, SM1 2GD

Personal Academic Tutoring (PAT) Policy

Policy Statement

The School is committed to fostering student success through its Personal Academic Tutoring (PAT) system. Every student is assigned a dedicated tutor for academic and pastoral support. PATs provide guidance, assist with personal challenges, and connect students with additional resources. Coordinated by the Student Success Team, the PAT system enhances student inclusion, engagement, and confidence.

Principles

Guidance: Offering individualised guidance to promote academic and personal development.
Support: Providing support that addresses the unique needs and challenges faced by students.
Mentorship: Encouraging a mentor-mentee relationship that establishes trust and open communication.
Accessibility: Ensuring that Personal Academic Tutors (PATs) are accessible and available to their students.
Confidentiality: Maintaining discretion in all matters discussed within the PAT relationship.
Accountability: Holding both PATs and students responsible for actively participating in the tutoring process.
Empathy: Approaching all interactions with understanding and consideration for personal circumstances.
Professionalism: Upholding the highest professional standards in the role of a Personal Academic Tutor.
Development: Supporting the ongoing development and training of PATs to enhance their effectiveness.
Feedback: Making provisions for regular feedback on the PAT experience from students to improve the system.
Continuous Improvement: Committing to regular policy reviews and updates to maintain relevance and efficacy.
Collaboration: Promoting a collaborative approach between PATs and other support services within the School.

Regulatory Context

This Policy has been developed in line with the applicable laws, regulations, regulatory advice, and sector best practices, including the following:

Authority	Name	Url
Office for Students (OfS)	Regulatory framework for higher education in England This framework outlines OfS' primary aim to ensure positive outcomes for students, including access, success, and progress in higher education. It covers quality academic experience, progress into employment, and value for money.
Quality Assurance Agency (QAA)	Advice - Enabling Student Achievement
Quality Assurance Agency (QAA)	Advice - Learning and Teaching
Quality Assurance Agency (QAA)	Advice - Student Engagement Guidance on student engagement in higher education, focusing on quality assurance and enhancement processes.

Authority

Name

Url

Office for Students (OfS)

Regulatory framework for higher education in England
This framework outlines OfS' primary aim to ensure positive outcomes for students, including access, success, and progress in higher education. It covers quality academic experience, progress into employment, and value for money.

Quality Assurance Agency (QAA)

Advice - Enabling Student Achievement

Quality Assurance Agency (QAA)

Advice - Learning and Teaching

Quality Assurance Agency (QAA)

Advice - Student Engagement
Guidance on student engagement in higher education, focusing on quality assurance and enhancement processes.

Student Assignment Procedures

Title
Rule Access to PAT Contact Details Students must be able to access their PAT’s contact details when logging into AGS. This information should also be clearly outlined in the student handbook. Providing easy access to PAT contact details ensures students can promptly reach their assigned tutor for support. Clear information in the student handbook reinforces this access, aiding in effective communication and support.
Rule Assignment of Personal Academic Tutors (PAT) Each student will be assigned a PAT upon enrolment. The PAT details will be recorded in the student's portal on the AGS. Assigning a PAT and recording the details ensures students have immediate access to their designated support, facilitating a smoother start to their academic journey and effective management of their support needs.
Rule Student PAT Meeting Guidelines The Student Success Team will provide students with information on: Meeting their PAT for the first time Arrangements for subsequent meetings Procedures if they miss scheduled meetings Providing clear guidelines ensures students understand how to initiate and maintain contact with their PAT, and know the steps to take if they miss a meeting. This promotes effective engagement and accountability.
Rule Changing Personal Academic Tutors Students may request a change of PAT by contacting the Student Success Team, who will review the circumstances. This rule allows students to address any issues with their PAT, ensuring they receive the support they need to succeed.
Rule Declining or Resigning as Personal Academic Tutor Tutors may contact the Student Success Team to decline or withdraw from acting as a PAT for a student under exceptional circumstances. This rule allows tutors to step down from their PAT role if necessary, ensuring that students receive the support from a suitable tutor.
Rule Inclusion of PAT Responsibilities in Academic Workload Tutors must have their PAT responsibilities integrated into their academic workload, which includes: 90 minutes per student per academic year: 45 minutes of contact time and 45 minutes for tutoring-related activities (TRA). Adequate time for professional development: To effectively learn about their tutoring responsibilities. Including PAT duties in the academic workload ensures that tutors have the necessary time and resources to fulfil their responsibilities effectively, supporting both their development and the students' needs.
Rule Maximum Allocation of Tutees per PAT Each PAT should be assigned no more than 50 tutees. Limiting the number of tutees per PAT ensures manageable workloads, allowing PATs to provide effective support and maintain meaningful interactions with each student.
Advice Complaints Students may raise concerns or complaints regarding their tutoring experience under the Student Complaints and Academic Appeals Policy. A transparent complaints procedure fosters trust and open communication, empowering students to voice their concerns. This responsiveness demonstrates the institution's commitment to student welfare and satisfaction, leading to improvements in the Personal Academic Tutor system and creating a more supportive educational environment.

Title

Rule
Access to PAT Contact Details

Students must be able to access their PAT’s contact details when logging into AGS. This information should also be clearly outlined in the student handbook.

Providing easy access to PAT contact details ensures students can promptly reach their assigned tutor for support. Clear information in the student handbook reinforces this access, aiding in effective communication and support.

Rule
Assignment of Personal Academic Tutors (PAT)

Each student will be assigned a PAT upon enrolment. The PAT details will be recorded in the student's portal on the AGS.

Assigning a PAT and recording the details ensures students have immediate access to their designated support, facilitating a smoother start to their academic journey and effective management of their support needs.

Rule
Student PAT Meeting Guidelines

The Student Success Team will provide students with information on:

Meeting their PAT for the first time
Arrangements for subsequent meetings
Procedures if they miss scheduled meetings

Providing clear guidelines ensures students understand how to initiate and maintain contact with their PAT, and know the steps to take if they miss a meeting. This promotes effective engagement and accountability.

Rule
Changing Personal Academic Tutors

Students may request a change of PAT by contacting the Student Success Team, who will review the circumstances.

This rule allows students to address any issues with their PAT, ensuring they receive the support they need to succeed.

Rule
Declining or Resigning as Personal Academic Tutor

Tutors may contact the Student Success Team to decline or withdraw from acting as a PAT for a student under exceptional circumstances.

This rule allows tutors to step down from their PAT role if necessary, ensuring that students receive the support from a suitable tutor.

Rule
Inclusion of PAT Responsibilities in Academic Workload

Tutors must have their PAT responsibilities integrated into their academic workload, which includes:

90 minutes per student per academic year: 45 minutes of contact time and 45 minutes for tutoring-related activities (TRA).
Adequate time for professional development: To effectively learn about their tutoring responsibilities.

Including PAT duties in the academic workload ensures that tutors have the necessary time and resources to fulfil their responsibilities effectively, supporting both their development and the students' needs.

Rule
Maximum Allocation of Tutees per PAT

Each PAT should be assigned no more than 50 tutees.

Limiting the number of tutees per PAT ensures manageable workloads, allowing PATs to provide effective support and maintain meaningful interactions with each student.

Advice
Complaints

Students may raise concerns or complaints regarding their tutoring experience under the Student Complaints and Academic Appeals Policy.

A transparent complaints procedure fosters trust and open communication, empowering students to voice their concerns. This responsiveness demonstrates the institution's commitment to student welfare and satisfaction, leading to improvements in the Personal Academic Tutor system and creating a more supportive educational environment.

Tutoring Engagement Guidelines

Title
Rule Minimum PAT Session Requirements Each full-time student must attend at least 3 formal PAT sessions annually, including both group and individual meetings. For part-time or other students, the number of sessions will be adjusted on a pro-rata basis. This ensures that all students receive adequate pastoral support tailored to their needs, fostering their academic and personal development throughout their time at the School.
Rule PAT Meeting Schedule and Format Each student must have at least one PAT meeting within the first 3 weeks of enrolment. The PAT should arrange a mix of group and one-to-one sessions, ensuring that at least one of the three meetings is held individually. Sessions can be conducted in person at the School or via video link. This approach ensures timely and personalised support for new students, helping them integrate into the School and start their academic journey effectively while accommodating different communication preferences.
Rule Notice Period for PAT Meetings Students must receive a minimum of 2 weeks' notice before any PAT meetings. Providing at least 2 weeks' notice allows students ample time to prepare for and attend meetings, ensuring effective participation and support.
Rule Additional Meeting Requests Students may request extra meetings beyond the formal PAT sessions for other reasons. Allowing students to request additional meetings provides flexibility and ensures they receive the support they need for any issues or concerns that arise outside the scheduled sessions.

Title

Rule
Minimum PAT Session Requirements

Each full-time student must attend at least 3 formal PAT sessions annually, including both group and individual meetings. For part-time or other students, the number of sessions will be adjusted on a pro-rata basis.

This ensures that all students receive adequate pastoral support tailored to their needs, fostering their academic and personal development throughout their time at the School.

Rule
PAT Meeting Schedule and Format

Each student must have at least one PAT meeting within the first 3 weeks of enrolment. The PAT should arrange a mix of group and one-to-one sessions, ensuring that at least one of the three meetings is held individually. Sessions can be conducted in person at the School or via video link.

This approach ensures timely and personalised support for new students, helping them integrate into the School and start their academic journey effectively while accommodating different communication preferences.

Rule
Notice Period for PAT Meetings

Students must receive a minimum of 2 weeks' notice before any PAT meetings.

Providing at least 2 weeks' notice allows students ample time to prepare for and attend meetings, ensuring effective participation and support.

Rule
Additional Meeting Requests

Students may request extra meetings beyond the formal PAT sessions for other reasons.

Allowing students to request additional meetings provides flexibility and ensures they receive the support they need for any issues or concerns that arise outside the scheduled sessions.

Monitoring and Assessment

Title
Rule Oversight of PAT Policy Implementation The Director of Student Services will oversee the implementation of this policy to ensure it is effectively executed. This ensures that the policy is consistently applied and monitored, maintaining its effectiveness and alignment with institutional goals.
Rule Feedback on the Tutoring System The Student Success Team will facilitate and encourage both students and tutors to provide feedback on their experience with the tutoring system using an appropriate mechanism. This process helps improve the tutoring system by incorporating insights and suggestions from those directly involved, ensuring it meets the needs and expectations of both students and tutors.
Rule Review of PAT Effectiveness The Student Success Team will assess the impact and effectiveness of the PAT system using retention and progression metrics. Evaluating these metrics ensures that the PAT system supports student success effectively and helps identify areas for improvement.

Title

Rule
Oversight of PAT Policy Implementation

The Director of Student Services will oversee the implementation of this policy to ensure it is effectively executed.

This ensures that the policy is consistently applied and monitored, maintaining its effectiveness and alignment with institutional goals.

Rule
Feedback on the Tutoring System

The Student Success Team will facilitate and encourage both students and tutors to provide feedback on their experience with the tutoring system using an appropriate mechanism.

This process helps improve the tutoring system by incorporating insights and suggestions from those directly involved, ensuring it meets the needs and expectations of both students and tutors.

Rule
Review of PAT Effectiveness

The Student Success Team will assess the impact and effectiveness of the PAT system using retention and progression metrics.

Evaluating these metrics ensures that the PAT system supports student success effectively and helps identify areas for improvement.

Professional Development and Assistance

Title
Rule PAT Handbook The Student Success Team will provide a PAT Handbook to ensure that PATs: Understand the PAT process within the School Have a clear outline of PAT responsibilities, including record-keeping Receive regular communication, information, guidance, and updates on their role The PAT Handbook ensures PATs are well-informed about their responsibilities and the process, supporting effective performance and consistency in their role.
Rule Ongoing Training and Compliance for Tutoring Staff The Student Success Team will ensure that all tutoring staff stay current with their duties, including data protection, information security, mental health, safeguarding, and equality and diversity. This will be achieved through monitoring, evaluation, and training, all overseen by the Director of Student Services. Regular updates and training ensure that tutoring staff are well-informed about their responsibilities and compliant with relevant regulations, maintaining high standards of practice and safeguarding for students.
Rule CPD and Resource Access for Tutoring Staff The Student Success Team must provide tutoring staff with access to relevant Continuing Professional Development (CPD) opportunities and online resources to support their role. This ensures that staff stay updated with best practices and have the necessary tools to effectively support students.
Rule PAT Support and Advisory Access The Student Success Team must provide all Personal Academic Tutors (PATs) with appropriate support, including access to a designated Team member for advice. This ensures PATs receive the guidance needed to perform their roles effectively and address any issues that arise.
Rule Fair and Equitable Treatment of Tutoring Staff The Student Success Team will ensure that tutoring staff are treated fairly and equitably in PAT operations, including workload allocation. This guarantees that all staff members are given equal consideration and opportunities, promoting a balanced and supportive working environment.
Rule Escalation The Student Success Team will ensure that all PATs are informed about when to refer issues for specialist support and how to handle serious concerns and crisis situations. This ensures PATs are equipped to manage and escalate matters effectively, maintaining appropriate support for students in various situations.

Title

Rule
PAT Handbook

The Student Success Team will provide a PAT Handbook to ensure that PATs:

Understand the PAT process within the School
Have a clear outline of PAT responsibilities, including record-keeping
Receive regular communication, information, guidance, and updates on their role

The PAT Handbook ensures PATs are well-informed about their responsibilities and the process, supporting effective performance and consistency in their role.

Rule
Ongoing Training and Compliance for Tutoring Staff

The Student Success Team will ensure that all tutoring staff stay current with their duties, including data protection, information security, mental health, safeguarding, and equality and diversity. This will be achieved through monitoring, evaluation, and training, all overseen by the Director of Student Services.

Regular updates and training ensure that tutoring staff are well-informed about their responsibilities and compliant with relevant regulations, maintaining high standards of practice and safeguarding for students.

Rule
CPD and Resource Access for Tutoring Staff

The Student Success Team must provide tutoring staff with access to relevant Continuing Professional Development (CPD) opportunities and online resources to support their role.

This ensures that staff stay updated with best practices and have the necessary tools to effectively support students.

Rule
PAT Support and Advisory Access

The Student Success Team must provide all Personal Academic Tutors (PATs) with appropriate support, including access to a designated Team member for advice.

This ensures PATs receive the guidance needed to perform their roles effectively and address any issues that arise.

Rule
Fair and Equitable Treatment of Tutoring Staff

The Student Success Team will ensure that tutoring staff are treated fairly and equitably in PAT operations, including workload allocation.

This guarantees that all staff members are given equal consideration and opportunities, promoting a balanced and supportive working environment.

Rule
Escalation

The Student Success Team will ensure that all PATs are informed about when to refer issues for specialist support and how to handle serious concerns and crisis situations.

This ensures PATs are equipped to manage and escalate matters effectively, maintaining appropriate support for students in various situations.

Conducting Tutoring Sessions

Title
Rule Student Engagement and Record-Keeping Students must actively participate in PAT sessions and keep their own notes on agreed actions. Active engagement and personal record-keeping help students maximise the benefits of PAT sessions and track their progress effectively, supporting their overall development.
Rule Conducting PAT Sessions with Sensitivity and Objectivity PAT tutors must offer support in a sensitive, objective, and non-judgmental manner, addressing diverse needs and contexts. They should refer students to the Student Success Team for specialised pastoral support or additional career planning assistance if required. Providing support in a sensitive and unbiased manner ensures that all students feel respected and understood. Referring to specialised services when needed ensures students receive comprehensive support tailored to their individual needs.
Rule Record-Keeping for PAT Sessions PAT tutors must maintain brief, factual records of sessions and upload them to the AGS. These records will remain confidential and are subject to the School's data protection and retention policies. Concise and accurate record-keeping ensures clarity and consistency, while confidentiality and adherence to data protection policies safeguard student privacy and comply with legal requirements.
Rule Recording Attendance in PAT Sessions PAT tutors must record student attendance during sessions, following the same procedures as for academic module attendance. This helps identify students who may need extra support or intervention. Tracking attendance allows for early identification of students who might require additional support, ensuring timely intervention and promoting student success.

Title

Rule
Student Engagement and Record-Keeping

Students must actively participate in PAT sessions and keep their own notes on agreed actions.

Active engagement and personal record-keeping help students maximise the benefits of PAT sessions and track their progress effectively, supporting their overall development.

Rule
Conducting PAT Sessions with Sensitivity and Objectivity

PAT tutors must offer support in a sensitive, objective, and non-judgmental manner, addressing diverse needs and contexts. They should refer students to the Student Success Team for specialised pastoral support or additional career planning assistance if required.

Providing support in a sensitive and unbiased manner ensures that all students feel respected and understood. Referring to specialised services when needed ensures students receive comprehensive support tailored to their individual needs.

Rule
Record-Keeping for PAT Sessions

PAT tutors must maintain brief, factual records of sessions and upload them to the AGS. These records will remain confidential and are subject to the School's data protection and retention policies.

Concise and accurate record-keeping ensures clarity and consistency, while confidentiality and adherence to data protection policies safeguard student privacy and comply with legal requirements.

Rule
Recording Attendance in PAT Sessions

PAT tutors must record student attendance during sessions, following the same procedures as for academic module attendance. This helps identify students who may need extra support or intervention.

Tracking attendance allows for early identification of students who might require additional support, ensuring timely intervention and promoting student success.

Overview and Framework of Personal Academic Tutoring

Title
Advice Purpose of Personal Academic Tutoring (PAT) The Personal Academic Tutor (PAT) system assigns each student a dedicated tutor to offer pastoral support, guidance, and a sense of belonging, ensuring the policy promotes an inclusive environment that considers the diverse needs of the student body, including those with disabilities or specific learning difficulties. The system also addresses issues of confidentiality, data protection, and safeguarding to ensure that students feel safe discussing personal matters. By providing each student with a dedicated tutor, the PAT system fosters a supportive environment that enhances student engagement, self-confidence, and self-efficacy. Prioritising confidentiality and safeguarding is essential in creating a trusting relationship between students and their tutors, encouraging open dialogue about personal concerns. Additionally, promoting inclusivity ensures that all students, regardless of their backgrounds or challenges, receive the tailored support they need. When students feel secure in sharing their experiences and accessing appropriate resources, they are more likely to seek guidance, leading to improved academic and personal outcomes. This holistic approach not only supports students in their studies but also contributes to their overall well-being and sense of community within the institution.
Rule General Responsibilities of Personal Academic Tutors (PATs) Personal Academic Tutors (PATs) are responsible for providing broad academic guidance beyond specific programmes and modules, offering personal and professional support, and collaborating with the Student Success Team and Programme Team to help students achieve their full potential. This includes signposting students to additional resources such as academic skills support, mental health services, and other relevant services. By integrating academic guidance with personal and professional support, PATs play a vital role in fostering an environment where students can thrive. This holistic approach ensures that students not only receive assistance with their studies but also access necessary resources to address their well-being and personal development needs. Collaborating with the Student Success Team and Programme Team enhances the support network available to students, promoting a comprehensive strategy for student success.
Rule School Integration PATs offer students: Information on available School resources and support services. Guidance on policies and procedures pertinent to their situation. Clarification on the School’s expectations. Insight into the benefits of participating in extra-curricular activities. Encouragement to fully engage in their School experience to develop skills and enhance future employability. This support helps students navigate the School’s resources, understand expectations, and maximise their personal and professional growth, contributing to their overall success and employability.
Rule Academic Reflection and Feedback PATs assist students with: Discussing their academic, personal, and professional development throughout their programme. Interpreting feedback. Reflecting on their skills, experiences, values, and their relevance to opportunities. Planning and reviewing their professional development goals. This support helps students to navigate their development, understand feedback, and align their personal attributes with career opportunities, ensuring continuous improvement and effective career planning.
Rule Collaboration with Student Success Team PATs collaborate with the Student Success Team to support students with issues such as mental health, homesickness, loneliness, accommodation problems, and stress. They should encourage students to contact the Student Success Team for informal support when necessary. This ensures that students receive appropriate support for their personal challenges, promoting their overall wellbeing and enhancing their academic experience.

Title

Advice
Purpose of Personal Academic Tutoring (PAT)

The Personal Academic Tutor (PAT) system assigns each student a dedicated tutor to offer pastoral support, guidance, and a sense of belonging, ensuring the policy promotes an inclusive environment that considers the diverse needs of the student body, including those with disabilities or specific learning difficulties. The system also addresses issues of confidentiality, data protection, and safeguarding to ensure that students feel safe discussing personal matters.

By providing each student with a dedicated tutor, the PAT system fosters a supportive environment that enhances student engagement, self-confidence, and self-efficacy. Prioritising confidentiality and safeguarding is essential in creating a trusting relationship between students and their tutors, encouraging open dialogue about personal concerns. Additionally, promoting inclusivity ensures that all students, regardless of their backgrounds or challenges, receive the tailored support they need. When students feel secure in sharing their experiences and accessing appropriate resources, they are more likely to seek guidance, leading to improved academic and personal outcomes. This holistic approach not only supports students in their studies but also contributes to their overall well-being and sense of community within the institution.

Rule
General Responsibilities of Personal Academic Tutors (PATs)

Personal Academic Tutors (PATs) are responsible for providing broad academic guidance beyond specific programmes and modules, offering personal and professional support, and collaborating with the Student Success Team and Programme Team to help students achieve their full potential. This includes signposting students to additional resources such as academic skills support, mental health services, and other relevant services.

By integrating academic guidance with personal and professional support, PATs play a vital role in fostering an environment where students can thrive. This holistic approach ensures that students not only receive assistance with their studies but also access necessary resources to address their well-being and personal development needs. Collaborating with the Student Success Team and Programme Team enhances the support network available to students, promoting a comprehensive strategy for student success.

Rule
School Integration

PATs offer students:

Information on available School resources and support services.
Guidance on policies and procedures pertinent to their situation.
Clarification on the School’s expectations.
Insight into the benefits of participating in extra-curricular activities.
Encouragement to fully engage in their School experience to develop skills and enhance future employability.

This support helps students navigate the School’s resources, understand expectations, and maximise their personal and professional growth, contributing to their overall success and employability.

Rule
Academic Reflection and Feedback

PATs assist students with:

Discussing their academic, personal, and professional development throughout their programme.
Interpreting feedback.
Reflecting on their skills, experiences, values, and their relevance to opportunities.
Planning and reviewing their professional development goals.

This support helps students to navigate their development, understand feedback, and align their personal attributes with career opportunities, ensuring continuous improvement and effective career planning.

Rule
Collaboration with Student Success Team

PATs collaborate with the Student Success Team to support students with issues such as mental health, homesickness, loneliness, accommodation problems, and stress. They should encourage students to contact the Student Success Team for informal support when necessary.

This ensures that students receive appropriate support for their personal challenges, promoting their overall wellbeing and enhancing their academic experience.

Metrics and KPIs

The following metrics will be measured and regularly reviewed as key performance indicators for the School to ensure the effectiveness of this policy and associated operations.

Title
Attendance Rate for Scheduled PAT Meetings Monitor the percentage of scheduled PAT meetings that students attend, with a target of 90% attendance. High attendance rates are indicative of student engagement and the perceived value of PAT meetings, which are essential for academic and personal support.
Frequency of PAT Meetings Track the average number of PAT meetings per student per academic year, aiming for at least 3 formal meetings. Ensures that PATs are meeting the required frequency, which is crucial for maintaining continuous support and engagement with students.
Number of PAT Referrals to the Student Success Team Measure the number of referrals made by PATs to the Student Success Team per year. Highlights how effectively PATs are leveraging additional support resources to address student needs.
PAT Student Distribution Monitor the average number of students per PAT, aiming to keep the number below 50. Balanced numbers are necessary to provide adequate attention and support to each student.
Student Satisfaction with PAT Sessions Measure the percentage of students who rate their PAT sessions as 'satisfactory' or 'very satisfactory' on an annual survey, with a target of 90% satisfaction. This KPI directly assesses the effectiveness of PAT sessions from the students' perspective, ensuring that their needs are being met and that they find value in the support provided.

Title

Attendance Rate for Scheduled PAT Meetings
Monitor the percentage of scheduled PAT meetings that students attend, with a target of 90% attendance.
High attendance rates are indicative of student engagement and the perceived value of PAT meetings, which are essential for academic and personal support.

Frequency of PAT Meetings
Track the average number of PAT meetings per student per academic year, aiming for at least 3 formal meetings.
Ensures that PATs are meeting the required frequency, which is crucial for maintaining continuous support and engagement with students.

Number of PAT Referrals to the Student Success Team
Measure the number of referrals made by PATs to the Student Success Team per year.
Highlights how effectively PATs are leveraging additional support resources to address student needs.

PAT Student Distribution
Monitor the average number of students per PAT, aiming to keep the number below 50.
Balanced numbers are necessary to provide adequate attention and support to each student.

Student Satisfaction with PAT Sessions
Measure the percentage of students who rate their PAT sessions as 'satisfactory' or 'very satisfactory' on an annual survey, with a target of 90% satisfaction.
This KPI directly assesses the effectiveness of PAT sessions from the students' perspective, ensuring that their needs are being met and that they find value in the support provided.