Three Customer Satisfaction Measures Tracked in Southcentral Foundation’s Nuka System of Care

Having a good understanding of the customer experience is critical for health care organizations to more effectively make changes and improvements to the system. Although overall customer satisfaction is always an important metric, other elements of the customer experience are just as important to track to ensure that the community truly is driving the health care system. To better understand the customer experience and provide the best care possible, Southcentral Foundation tracks several different measures of customer satisfaction, asking customer-owners about them in post-appointment surveys.

Here are three of the customer satisfaction measures that SCF has deemed important to track:

• The provider listened carefully to me. In the past, Alaska Native people were “beneficiaries” of a system that was run from the outside. The care provided in that system was ineffective, was not responsive to customers’ concerns about their health, and did not address whole-person wellness. SCF recognizes the importance of providers understanding each customer-owner’s unique story and provides training, such as our Core Concepts training, to support providers in listening and communicating more effectively with customer-owners.
• I was involved in the decisions about my care. Before Alaska Native people took responsibility for their own health care, doctors would often make health care decisions for the Alaska Native people they saw. SCF sees health care as a shared responsibility between providers and customer-owners, where customer-owners make health decisions in collaboration with their providers, and providers offer support to customer-owners in reaching their health goals.
• My culture and traditions were respected. There are many different Alaska Native tribes, each with their own unique culture and traditions. The culture a customer-owner comes from influences their story, and understanding the traditions a customer-owner follows can allow providers to offer more effective care. SCF always strives to provide culturally respectful care.

Tracking these measures, among others, has enabled SCF to provide high-quality care to customer-owners and achieve an overall customer satisfaction rate of 98% for FY 2024. If you would like more information about the customer satisfaction measures SCF tracks, or any other aspect of SCF’s Nuka System of Care, feel free to contact the SCF Learning Institute. Also, our document library has several documents related to customer satisfaction available for free download.