Education EnhancementProfessional Services Review

Professional Services Review is a quality enhancement and assurance process designed to be holistic and forward-looking. It evaluates the provision for students around specific themes to ensure the University is providing high-quality support to students. The review process is driven by self-evaluation and reflection. 

Thematic Review supports the University's strategic objective to deliver an outstanding and distinctive student experience with high-quality student support throughout the learner journey. It is one of the quality review and monitoring mechanisms within the University's Quality Assurance Framework and aligns with the Scottish Quality Enhancement Framework. 

Why do we review our Professional Services? 

The purpose of Thematic Review is to identify connectivity across the institution and potential opportunities for further enhancement and alignment of provision. 

Thematic Review aligns with the Scottish Funding Council guidance, which states that all services contributing to the student experience should be reviewed as part of an institution's approach. It also contributes to the delivery of the Quality Assurance Agency requirement to have sufficient and appropriate facilities, learning resources, and student support services to deliver a high-quality academic experience. 

Who do we engage in our Professional Services Review? 

Everyone! Students and staff are given the opportunity to provide input at multiple points during the review. We also analyse feedback from all of our student and staff surveys and data gathering mechanisms throughout the year. 

To ensure the institution is confident in the quality of service and support offered, we look at all available and relevant information and seek the honest and open reflections of staff and students. 

Case Study: Enhancing Student Mental Health Support

The University's first Professional Services Review was undertaken on the theme Student Mental Health, reflecting the institution's commitment to supporting student wellbeing. The review process was undertaken in 2021, with a two-day review event in June 2021. The review aimed to evaluate the University's mental health provision, identify best practices, and propose areas for development. ​ It sought to ensure high-quality support for students while fostering connectivity across the institution and aligning services with strategic priorities. ​

The review panel highlighted a number of commendations:

  • Strong leadership enabled a rapid pivot to online mental health services and increased support for students during the pandemic. ​
  • Despite challenges, the University extended therapeutic offerings, increased staffing diversity, and implemented innovative practices like the CAMS (Collaborative Assessment and Management of Suicide) model. 
  • Flexible working arrangements, meeting-free Fridays, and rest days for staff were praised as sector-leading practices. ​
  • A new initiative allowing students to designate a trusted contact for emergencies was praised as excellent practice. 

They also highlighted areas for further development, which led to the following actions being taken:

  • Convening working groups to enhance communication strategies and develop role-specific training. ​
  • Launching peer wellbeing initiatives and expanding mental health training for students and staff. ​
  • Offering a blended approach to service delivery, combining online and face-to-face support. ​
  • Collaborating with Information Services to explore integrated systems for record-keeping and information sharing. ​
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Case Study: Enhancing Online Support for the Learner Journey at the University of Strathclyde

In November 2023, the University undertook its second Professional Services Review focusing on Online Support for the Learner Journey. This review aimed to evaluate the provision of online support services for students, identify good practices, and highlight opportunities for further enhancement and collaboration across the institution. The review involved a comprehensive evaluation of online support services provided by three key directorates: Information Services, Education Enhancement, and Student Experience. Evidence was gathered through workshops, individual interviews, and informal conversations with over 160 staff members, as well as student experience data and survey metrics.

The review panel highlighted a number of commendations:

  • The breadth, richness and diversity of online services available to students and staff.
  • The range of online resources provided by the Library, alongside their award-winning customer service.
  • The online induction programme, We are Strathclyde, was commended for its effectiveness in supporting the student transition and general orientation.

They also highlighted areas for further development, which led to the following actions being considered:

  • Exploring the establishment of a single point of online contact and signposting for students accessing support.
  • Identifying how front-line staff can be best equipped to understand the range of services on offer and direct effectively.
  • Reviewing support and communication for effective transition for students who arrive outwith of the standard arrival window.