Customer-Ownership

Learn how Southcentral Foundation used the voice of the customer and the idea of customer-ownership to evaluate its system of care and introduce constant improvement to the health care it provides!

Lucy Rogers - AEA GEDI

Learn about Lucy Rogers and her time at Southcentral Foundation’s Learning Institute in the American Evaluation Association’s (AEA) Graduate Education Diversity Internship (GEDI) program!

Family Wellness

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.

Listening Post

Southcentral Foundation values customer-owner feedback and uses listening posts to collect information for improvement of all services. These listening posts take many forms and are a key feature in the success of SCF and its Nuka System of Care.

Integrated Care

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.

LaZell Hammons

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.

Integrated Care Team

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.

Integrated Care Team

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!

Hospital Transformation

How does SCF work together with the Native Community to achieve physical, mental, emotional and spiritual wellness?

Customer-Owner Relationships

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.