Southcentral Foundation tracks several different measures of customer satisfaction, asking customer-owners about them in post-appointment surveys.
Tag Archive for: Customer-Owner
Predictive modeling helps SCF calculate risk for customer-owners, and impact analysis allows SCF to evaluate interventions to determine their effectiveness.
Encounter optimization takes a different approach, where SCF looks at each customer-owner need and determines the optimal approach to address each one.
At Southcentral Foundation, we have been practicing relationship-based care for two decades. Customer-owners choose their own providers and are always free to choose another if they wish to, but most customer-owners stay with the same providers and form strong, long-term relationships.
Strategic planning is very important for a wide variety of organizations. Being able to chart the direction for an organization and decide how to allocate resources for the future is a critical component of organizational success. An effective and efficient strategic planning process can help immensely with these issues.
Before, during, and after the transformation, SCF listened to the Alaska Native community and collected their feedback about what they wanted from the health care system, and that feedback formed, and continues to form, the core of all change implemented at SCF.
Engaging customers is critically important in health care. SCF works to engage individuals and families through our relationship-based Nuka System of Care, with providers forming strong, long-term relationships with customer-owners.
SCF undertook a major study on relationship-based care. The purpose of this study was to investigate whether customer-owners who are empanelled (chose to be assigned) to a primary care provider perceive that their relationship with that provider is important to improving their health, to evaluate the quality of that relationship, and to measure the impact of customer-owner and provider factors on the quality of the relationship and on health outcomes.
Southcentral Foundation recognizes that health care is about people and relationships and Alaska Native people have always lived life in “community,” sharing and caring for one another. Find out how Southcentral Foundation applies this idea with their employees as well as customer-owners.
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!
