Dean's meetings bring
better service to the forefront

In an effort to improve the university's ability to recruit and retain students, the Office of the President developed the Quality Service Initiative (QSI). The goal of the initiative is to simplify systems and processes in order to provide better student service, allowing students "to concentrate on the challenge and enjoyment of living, learning and working at the university rather than the challenge of navigating the 'system'." This story shows how the College of Medicine has already put into action its emphasis on quality service.

John Hutton, MD, dean of the College of Medicine, has been practicing his own form of quality service for more than 10 years. Each month, Hutton has a lunch with two groups of about 20 students, to discuss issues or concerns that the students may have.

One is a group of students from the medical program and one is a group from the graduate program. Under UC's new Quality Service Initiative, four "QSI operational committees" have been established. The jobs of the committees are to ensure UC is focused on communicating openly and honestly, working together, valuing each individual's contributions, understanding and fulfilling the needs and expectations of all customers and being held accountable for their own actions. In order to aid UC groups, units and departments in meeting QSI goals, a "best-practices process" was developed with guidelines for the groups to follow.

Key components of this "best-practices process" can be found in Hutton's program, as well as his approach to his job as dean. The "best-practices process" of communication in order to work through conflict, rather than avoiding it, is a crucial point of Hutton's meetings.

The dean's regular meetings with the two student groups allow them the chance to discuss any concerns they may have. The students range from first-year to fourth-year medical students, as well as graduate-level students. The issues can be anything from parking to student health hours to library hours during exam schedules.

"We've tried to develop informal ways of communicating with our students," Hutton explained. "In this informal setting, students feel comfortable bringing issues to us and sharing their true thoughts and feelings on the subject. That level of honesty is important to create meaningful solutions."

In order to best address the needs of the students, Hutton meets with medical and graduate students separately. The students given the opportunity to attend this meeting are leaders of the various organizations within the college. Hutton points out, "Our students are mature, intelligent individuals and we appreciate and value their input."

Depending on the focus of the month's discussion, set at the previous meeting, professionals from the relevant department at the university are invited to the lunch to aid the dean and students in resolving the issues. For example, the Police Chief Eugene R. Ferrara is invited if the matter concerns a safety issue.

"We try to have an outcome at the meetings. In order to accomplish our goals, it is important to work with the key specialists and contacts," Hutton said. "This also allows the students to familiarize themselves with various key people at the university who may be able to help."

The UC administration also benefits from these meetings. "Medical schools tend to be very complicated places with many different goals and focuses. We've always had the attitude that this institution's mission is to educate students. These meetings help keep our focus on the students," Hutton noted.

The sense of student-centered purpose, spelled out in the QSI, has been a part of the goals for the College of Medicine for more than a decade.

Tyler Stepsis, chairman of the Honors Council for the College of Medicine, believes in the value of the lunches. They're "a good avenue for medical students to have their needs and issues addressed. We are able to work with the administration to resolve our issues," Stepsis says.

According to the "best- practices process," collaboration serves as a catalyst for solidifying group identity as well as for developing relationships with other groups throughout the institution. Trust develops as members work together in a collaborative approach with one another, honor each other's point of view, and have a shared stake in the governance of the unit.

"These lunch meetings work both ways for the students and the administration," Hutton continues. "For example, if there is a serious problem with a few students, we now have a more informal avenue open to us for finding a solution. We can ask some of the student leaders we work with to help address the situation."

"It is an honor for the students to be chosen to represent their class at these meetings, because the sessions are very productive and valuable to the college," said Assistant Dean of the College of Medicine IvaDean Lair-Adolph. "I believe they are so successful, because the dean is very student-oriented and loves to do the lunches."

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