Compact with Texans

Description of Services

Texas Tech University Health Sciences Center (TTUHSC El Paso) is the only health sciences center along the U.S.-Mexico border that provides the opportunities and environment for direct intellectual and interpersonal exchanges among nursing, medical and graduate research students on one campus.

TTUHSC El Paso is the fourth university in the Texas Tech University System and is comprised of three schools: the Paul L. Foster School of Medicine, Gayle Greve Hunt School of Nursing and the Graduate School of Biomedical Sciences.

Customer Service Principles and Standards

TTUHSC El Paso 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 El Paso employees are educated in the principles of customer service and strive to provide excellence in caring, service and professionalism to all TTUHSC El Paso customers. Individual departments conduct surveys and use focus groups and advisory boards to monitor customer satisfaction in six key areas.

TTUHSC El Paso 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 915-215-8000.

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

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

The TTUHSC El Paso website will be user-friendly, easy to navigate and contain up-to-date information that is useful to the customer. The site, located at ttuhscep.edu, will offer key contact names, email addresses and phone numbers for customers seeking further information.

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

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

 

Customer Waiting Times

TTUHSC El Paso's dedication to excellent service includes a commitment to providing reasonable wait times for services. TTUHSC El Paso 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 El Paso 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 Office of the Provost may be contacted for issues that are unresolved at the vice president or dean level. A response should be expected within 10 working days.

Student Complaints

It is the policy of TTUHSC El Paso to affirm the right of its students to a prompt and fair resolution of complaints or grievances involving allegations of inappropriate behavior by other TTUHSC El Paso students or personnel toward students. Specific policies and procedures have been established to address the following categories of student complaints:

  • General or academic misconduct of another student
  • Discrimination
  • Student records
  • Employment at TTUHSC El Paso
  • Grades or grading
  • Other types of mistreatment
  • Other (institution-level)

Links to specific policies and procedures are provided in the Institutional Student Handbook.

Faculty and Staff Complaints

TTUHSC El Paso's faculty complaint and grievance procedure is outlined in HSCEP OP 60.10 Faculty Grievance Procedure.

Staff and student employees with a concern regarding their employment should contact their supervisor and should proceed in accordance to HSCEP 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 El Paso school is accredited for the maximum length of time by the most respected and highest level accrediting agency related to their field of education.

Graduate School of Biomedical Sciences

  • Southern Association of Colleges and Schools Commission on Colleges

 Paul L. Foster School of Medicine

  • Liaison Committee on Medical Education

 Gayle Greve Hunt School of Nursing

  • Commission on Collegiate Nursing Education (CCNE)