After a year-long collection and evaluation of customer-owner feedback, Southcentral Foundatino’s Customer Experience Committee noticed improvement could be made based on the responses to the question of whether customer-owners feel their culture is respected. Learn how this process works and the changes it has brought about.
Southcentral Foundation has shifted from customer service to customer experience. What does this mean? SCF addresses whole-person wellness by recognizing it provides more than “instances of interactions” – the organization provides a journey.
Discover the story of how we began integrating multidisciplinary care providers. VIDEO: Interview with LaZell Hammons, one of the first Nurse Case Managers at Southcentral Foundation.
Health care facilities all over the U.S. follow a model of patient care that is disease-focused. There is a diagnosis and the disease is treated. At Southcentral Foundation (SCF), services are centered on customer-owners.
Southcentral Foundation’s Nuka System of Care has worked with the Native Community in Alaska to implement integrated care teams. Learn more about these are co-located, multi-disciplinary teams!
How does SCF work together with the Native Community to achieve physical, mental, emotional and spiritual wellness?
When a customer-owner establishes a trusting, accountable and long-term relationship with a health care provider team, it will generally lead to more positive health outcomes. Healthy relationships are at the core of SCF’s Nuka System of Care. When a relationship is established, providers are in a better position to understand symptoms, answer questions, have meaningful conversations about risks and benefits associated with treatment options and work with customers to make better health decisions. However, building a relationship is not easy and like all good things, it takes time.
If you have ever visited or received services at SCF you’ve probably seen or heard the term “customer-owner.” SCF uses this term to describe the 65,000 Alaska Native and American Indian people who own and receive services with SCF’s Nuka System of Care.
Southcentral Foundation’s Nuka System of Care is the name given to SCF’s whole health care system created, managed and owned by Alaska Native people to achieve physical, mental, emotional and spiritual wellness. Nuka is an Alaska Native word used for strong, giant structures and living things.