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!
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.
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.