The Voice of the Customer-owner
By Technical Writer Uinita Mauigoa
At the heart of Southcentral Foundation’s customer-owned, relationship-based Nuka System of Care is the voice of the customer-owner.
As an organization that is owned and operated by Alaska Native people, listening and responding to customer-owner feedback is a priority. SCF assesses customer experience data and implements improvement strategies that align with SCF’s Vision and Mission to meet and exceed customer expectations.
In 2022, 17,552 responses were collected from customer-owners through the Customer Satisfaction Survey. Questions are about important aspects of SCF’s services such as relationships with care teams, accessibility, and quality of care.
SCF uses this important customer-owner feedback to plan, create, and implement its programs and services across the entire organization to improve care for the 65,000 customer-owners served. Below are some recent improvements and expansions made by SCF in response to feedback provided by customer-owners:
Anchorage Native Primary Care Center Pharmacy opened a new location on the first floor that now has 10 dispensing windows, three check-in windows, and increased privacy for customer-owners. The new pharmacy is almost twice the size of the former pharmacy, which will reduce wait times significantly.
In March, the new Family Dental Clinic opened on the second floor of the Dr. Katherine and Dr. Kevin Gottlieb Building with 28 closed treatment rooms. The new clinic has eight integrated dental care teams providing comprehensive dental care and allowing for families to be seen conveniently in one location.
SCF’s Nui’ju Healing Place therapeutic community launched a trauma-informed, culturally-rooted program at Hiland Mountain Correctional Center in Eagle River. The program is at full capacity with 20 women waiting to enter. Seventy percent of participants are customer-owners.
The Takotna Clinic added 1,860 square feet of new space to better serve customer-owners and community members.
Traditional Healing is in the process of expanding and remodeling.
Behavioral Services introduced a team-based model of care at Behavioral Health Fireweed with a team that includes RN case managers, community case managers, and an expanded certified medical assistant support clinic to increase access and opportunities for customer-owners to participate in their own health care decisions.
In partnership with Cook Inlet Housing Authority, SCF opened the Centennial Center Clinic to provide easier access to medical services for its nearly 600 residents, half of whom are customer-owners.
As SCF continues to improve and expand services specific to the health care needs of Alaska Native and American Indian people, the voice of the customer-owner remains central.
Customer-owner feedback can now be provided through multiple channels such as text, email, and QR codes. The Customer Satisfaction Survey also continues to be available via iPads or paper format at the front desks of SCF clinics and programs.
SCF’s Vision is a Native Community that enjoys physical, mental, emotional, and spiritual wellness. The Nuka System of Care is truly driven by the voice of the customer-owner.