Compact with Texans

Description of Services

Texas Tech Health El Paso provides opportunities and an environment for direct intellectual and interpersonal exchanges among nursing, medical, dental and graduate research students on one campus.

A university in the Texas Tech University System, Texas Tech Health El Paso is comprised of four schools: the Foster School of Medicine, Hunt School of Nursing, Francis Graduate School of Biomedical Sciences and Hunt School of Dental Medicine.

 

Customer Service Principles and Standards

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

Texas Tech Health 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.

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

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

The Texas Tech Health 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.

Texas Tech Health 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. Texas Tech Health El Paso faculty will hold and communicate regularly scheduled office hours that meet student needs.

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

Customer Waiting Times

Texas Tech Health El Paso's dedication to excellent service includes a commitment to providing reasonable wait times for services. Texas Tech Health 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

Texas Tech Health 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 Texas Tech Health 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 Texas Tech Health 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 Texas Tech Health 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

Texas Tech Health 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 Texas Tech Health 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.

L. Frederick Francis 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)

Woody L. Hunt School of Dental Medicine

  • Commission on Dental Accreditation (CODA)