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In the Loop - School of Medicine - Wayne State University

Welcome to the In the Loop newsletter, an initiative of the Wayne State University School of Medicine’s Office of Assessment, Accreditation and Continuous Quality Improvement.

As a champion of continuous quality improvement, your medical school has benefited greatly from the feedback of students and other stakeholders the last several years. This feedback has been instrumental in driving positive change.

In the Loop aims to keep you informed about these important updates and changes, and the successes we’ve achieved together.

This month we’re highlighting the success of recent initiatives in the School of Medicine’s Office of Student Financial Aid. Improvements here focused on three key areas: response time, closing communication loops and knowledge of financial aid processing.

Here’s an overview of the action plans, progress made and outcomes achieved.

ITEM 1: Communication – Expectation response time

Objective: To ensure timely responses to student inquiries, especially through email.

Policy changes:

  • The office revised its email response policy to define clear timelines and expectations, ensuring comprehensive and clear communication with students.

Process improvements:

  • Staff training on the updated policy ensured consistency in communication.
  • During high-volume periods (e.g., at the start of the academic year), the office proactively updates students on any expected delays through automated responses and the website.

Monitoring:

  • Monthly reviews of a sample of email responses ensure adherence to response time policies. If staff do not comply, additional training is provided.

Summary: During the review period, 185 emails were examined. The average response time was 1.09 days, with all cases resolved satisfactorily. Although many inquiries were similar, each student's financial situation required individual attention. The policy updates have improved response times and overall communication quality.

ITEM 2: Communication - Closing the loop

Objective: To ensure all student inquiries are fully resolved, with clear and complete answers.

Policy changes:

  • The office revised policies to guarantee responses are timely and fully close the communication loop.

Process improvements:

  • Ongoing staff training ensures all communication follows the updated policy.

Monitoring:

  • Regular audits of email responses to ensure that no communication loops are left open and that all student concerns are addressed thoroughly.

Summary: The same 185 emails were also reviewed for communication completeness. All responses were found to provide the necessary answers and directions, effectively closing the communication loop.

ITEM 3: Communication and knowledge of processing

Objective: To improve the expertise of School of Medicine financial aid officers regarding financial aid processes, ensuring accurate and helpful responses.

Policy changes:

  • A yearly training calendar has been developed to continuously educate officers on the latest financial aid processes.

Process improvements:

  • Trainings are tailored based on pre-assessments of officers’ knowledge. Post-training assessments identify areas needing further development.

Monitoring:

  • Monthly reviews of Cherwell case management (a system for managing service requests) ensure cases are handled correctly, with officers providing complete and accurate information.

Summary: The office conducted regular training sessions throughout the year. While not all sessions led to immediate improvements in knowledge, the data collected will help refine future trainings for better outcomes.

Cherwell survey responses

During the Liaison Committee on Medical Education 12.1 Action Plan period, 134 survey responses were received, reflecting a 91% positive satisfaction rate:

  • 122 responses were fully positive.
  • 12 responses had some concerns, which were followed up to ensure resolution.

Looking forward

The office will continue to monitor and improve services by conducting regular staff training, auditing email responses, and reviewing student feedback. These efforts aim to maintain high levels of student satisfaction with financial aid services.

More about the Office of Student Financial Aid

The School of Medicine’s Office of Student Financial Aid provides comprehensive support to students navigating the financial aspects of medical education. Staff are available to assist students with understanding financial aid programs, eligibility and the financial aid process.

Services offered

  • Financial aid application assistance
  • Cost of attendance calculations
  • Understanding loan options
  • Verification and packaging
  • Award notification and disbursement
  • Payment plan management
  • Federal loan consolidation
  • Personalized loan repayment strategies
  • Understanding federal loan options

Contact information

Located in Suite 317 of the Mazurek Education Commons, the Office of Student Financial Aid is open for in-person service Monday, Wednesday and Friday from 8:30 a.m. to 5 p.m., and for remote assistance Tuesday and Thursday from 8:30 a.m. to 5 p.m.

For more information:

Let us know what you think

 We hope you enjoy this issue as well as those to come in the months ahead. 

You can submit your ideas for future issues via the In the Loop Suggestion Form. You can submit general questions or comments about the School of Medicine via the Warrior Med Suggestions Program. You are free to include your name and contact information or to remain anonymous.  

All issues of In the Loop can be found on the Office of Assessment, Accreditation and Continuous Quality Improvement website. 

Sincerely,  

Kanye L. Gardner, M.B.A., LSSBB, CMLC  
Director of Continuous Quality Improvement  
Office of Assessment, Accreditation and Continuous Quality Improvement