Role of patient satisfaction lead expands to include students

August 3, 2011 | News, UToday
By Tobin J. Klinger



In an effort to ensure that The University of Toledo continues to meet and exceed the expectations of its students, UT is changing its approach to customer service and tapping the expertise within the clinical enterprise.

In a recent memorandum, the University announced Ioan Duca, director of the patient experience, has broadened his scope to include the customer experience on Main Campus.

“Whether it is in the dining halls, residence halls, Rocket Solution Central or the classroom, today’s student has grown accustomed to a world where quality service is no longer a luxury afforded to the few; it has become the norm,” read a memorandum from Dr. Kaye Patten Wallace, vice president for the student experience, and Dr. Scott Scarborough, senior vice president and executive director of UT Medical Center.

“For several months, a team of University of Toledo staff members has focused on enhancing service across its operations, resulting in some exciting new changes that will surely benefit the entire student population,” continued the memo. “A strong effort has been under way at The University of Toledo Medical Center, where an emphasis on the patient experience rapidly has brought about positive gains in a number of areas. As a result, the medical center and clinics are more welcoming to patients and families, who choose to return to UTMC to obtain their health care.”

Duca already has developed a strong track record of success, not only at UTMC but in previous hospitality-focused positions, said Wallace, making him an excellent go-to person at this time.

“[Duca] will be the service excellence officer, overseeing the entirety of our university-wide service excellence programs,” read the memo. “In the coming weeks and months, he will be working to bring together the many members of our campus community who play a role in the quality of the student experience, with a goal of creating the same kinds of positive changes that he has during his short time on the Health Science Campus.”

“I am thrilled to take on this additional charge and work to make the UT student experience second to none,” Duca said. “I am looking forward to working along side the many members of the UT community who make this a wonderful place for our students to earn a degree.”

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