Listening Posts at Southcentral Foundation

Women looking at tablet

Southcentral Foundation’s customer-driven Nuka System of Care relies heavily on customer-owner and other stakeholder feedback, using multiple approaches to listen and learn. SCF manages and uses listening post data and information to identify changing health care needs and to look for areas of opportunity to become more customer-owner focused. Those listening posts include:

1. Advisory committees

  • Village Services Management Team
  • Elder Advisory Council
  • Traditional Healing Council

2. Focus groups

  • Community leaders
  • Research

3. Customer satisfaction

  • iPad post-appointment surveys
  • Personal interactions
  • Hotline
  • Comment cards

4. Community events

  • Annual Gathering
  • Events hosted in lobbies of primary care facilities
  • Presence at events hosted by other community organizations

5. Website

6. Governing board

7. Service agreements

8. Social media

9. Targeted surveys conducted via Survey Monkey

10. Employee and internal satisfaction

  • Press Ganey surveys
  • Internal customer surveys
  • Personal interactions

For questions or further information regarding these listening posts, contact a Nuka representative.