Compact with Texans

Description of Services

Texas Tech University Health Sciences Center (TTUHSC) provides quality medical, nursing, allied health, pharmacy, and biomedical sciences education, research and community service. The institution is unique to Texas medical education with its academic and administrative center located in Lubbock and supported by three regional campuses in Amarillo, El Paso, and Odessa. TTUHSC is committed to providing excellence in education, instruction, research and service at the undergraduate, graduate and continuing education level and is particularly sensitive to the West Texas rural communities and populations that it serves. TTUHSC strives to provide its services in an environment that is caring, friendly and responsive to all its constituents including students, faculty, staff, administration, alumni, parents, patients and members of the greater community.

Customer Service Principles and Standards

TTUHSC is dedicated to providing excellent service to its constituents. The institution has established customer service standards and will continually assess and improve customer satisfaction. TTUHSC employees are educated in the principles of customer service and strive to provide excellence in caring, service, and professionalism to all TTUHSC customers. Individual departments conduct surveys and use focus groups and advisory boards to monitor customer satisfaction in six key areas.

TTUHSC facilities will be easily accessible for all people including those with disabilities. Clearly identified contact telephone numbers and available hours for faculty, staff and services will be communicated to customers. All departments and schools can be accessed through the main switchboard at 806-743-1000 or for long distance callers, 1-888-966-2273. Specific contact numbers can also be found in local telephone directories under Texas Tech Medical Center. The phone systems will be customer-friendly with access to a "live person."

TTUHSC employees will be educated in service standards and will exhibit excellent customer service skills. TTUHSC employees will be knowledgeable, professional and demonstrate optimal effort to meet needs and solve problems.

TTUHSC employees will respond to customer requests in a clear, concise, and timely manner. TTUHSC customers will be consulted regularly about the service provided and the results will be reported to agency management. TTUHSC employees will protect and uphold all aspects of confidentiality.

The TTUHSC Internet site will be user-friendly, easy to navigate and contain up-to-date information that is useful to the customer. The site, located at www.ttuhsc.edu, will offer key contact names, e-mail addresses and phone numbers for customers seeking further information.

TTUHSC faculty and staff will make every effort to provide service in a timely and responsive manner. Faculty and staff will update the customers about unavoidable wait times and offer other options to meet customer needs. TTUHSC faculty will hold and communicate regularly scheduled office hours that meet student needs.

Information will be available to TTUHSC customers using multiple media. Information will be up-to-date and accurate.

Customer Waiting Times

TTUHSC's dedication to excellent service includes a commitment to providing reasonable wait times for services. TTUHSC faculty and staff will provide services in a timely, responsive manner and will update customers about unavoidable wait times and offer other options to meet customer needs. Customer surveys will address satisfaction with wait times and efforts will be made to continually improve this area of service.

Complaint Filing Process

TTUHSC is concerned about customer complaints and has established procedures to ensure that complaints are handled in a timely, responsive, confidential and effective manner.

Complaints about service aspects of the institution or its various schools should be directed first to the department head in the area of concern. If the complaint remains unresolved, it should be directed to the division or school vice president or dean. The Customer Service Representative may be contacted for issues that are unresolved at the vice president or dean level. A response should be expected within 10 working days.

Margret Duran
Customer Service Representative
Texas Tech University Health Sciences Center
3601 4th Street
Lubbock, Texas 79430
806.743.2300
F: 806.743.2027

Student Complaints

Prior to filing a formal grievance, students are encouraged to attempt to resolve the concern directly with the individual(s) involved. To file a grievance, students should submit a request in writing with the respective school's Office of Student Affairs specifically stating the grievance. The Office of Student Affairs will follow the requirements of due process as outlined in the specific school's Student Handbook. Timelines and response times to student complaints are outlined in each handbook. The Office of Student Affairs provides a central contact for students: Margret Duran, 3B310 HSC, 806.743.2300

Faculty and Staff Complaints

TTUHSC's faculty complaint and grievance procedure is found in the Faculty Handbook of each respective school and is based on the Board of Regents Policy 06.04(B). Each school within the Health Sciences Center has its own internal specific policy and procedures related to faculty complaints and grievances.

Staff and student employees with a concern regarding their employment should contact their supervisor and should proceed in accordance to HSC OP: 70.10, Non-faculty Employee Complaint and Grievance Procedures. Timelines and response time for the grievance process are outlined in each of the documents listed above.

Licensing and Certification Procedures

Each TTUHSC school is accredited for the maximum length of time by the most respected and highest level accrediting agency related to their field of education.

School of Health Professions

National Accrediting Agency for Clinical Laboratory Sciences
American Speech-Language-Hearing Association
Commission on Accreditation in Physical Therapy Education.

Graduate School of Biomedical Sciences

Southern Association of Colleges and Schools

School of Medicine

Liaison Committee on Medical Education

School of Nursing

Commission on Collegiate Nursing Education (CCNE)
Accreditation Commission for Midwifery Education (ACME)

Jerry H. Hodge School of Pharmacy

American Council of Pharmaceutical Education