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."
- Faculty, Staff, Administration:
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.
- Internet Site:
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
- Timely Service:
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.
- Printed Information:
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.
Customer Service Representative
Texas Tech University Health Sciences Center
3601 4th Street
Lubbock, Texas 79430
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 Services provides a central contact for students: Margret Duran,
3B310 HSC, phone: 806.743.2300 e-mail: firstname.lastname@example.org
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
- National League of Nursing Accrediting Commission
School of Pharmacy
- American Council of Pharmaceutical Education