News and Events

School Leaders Preview New Customer Service Initiative, “The Pacific Promise”

January  31, 2014

Leaders from the clinic operations team and the clinical practice strand gathered on Jan. 29 to share details with nearly 50 colleagues about a new school-wide customer service initiative launching this spring.

According to the organizers, "The Pacific Promise" initiative is all about treating patients and other members of the Pacific Dugoni family with the respect they deserve and need. The school family includes students, faculty, staff, patients, alumni and community members. This approach will set the stage for greater levels of patient care, student education and alumni involvement as the school plans its move to a new San Francisco campus in July 2014.

Dean Patrick J. Ferrillo, Jr. offered opening remarks in support of the effort.

"Humanism and the notion of treating people with respect has been hallmark of our school for many years," said Dean Ferrillo. "This initiative will continue that great legacy and allow us to identify and focus on areas to improve the experience of our patients, especially as we plan for our move into a new facility."

Eleven "team leaders" have been named to focus on continued refinement of clinic processes and practices. These functions include the patient intake process, communication and training; patient relations; telecommunications; billing; web site; patient access, quality assurance and referrals; social media and advertising; faculty training and efficiency.

The areas of focus were identified, in part, following an internal analysis by an ad-hoc clinic operations analysis committee led by Dr. Bill Sands, vice chairperson of the clinical practice strand. The group included students, faculty and staff representatives.

"The Pacific Promise" initiative will be introduced to the wider school community through upcoming internal meetings and presentations.

"As a global leader in dental education and the advancement of oral health, we strive to instill the highest ideals and skills in all members of the Pacific Dugoni family," said Sands. "We're excited to move forward with this exciting initiative that will set our school up for future success in our new home."

For more information about "The Pacific Promise," members of the school community may contact Sands at or Dr. Richard Fredekind, associate dean for clinical services, at

More information about the new campus at 155 Fifth Street is available at

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